FAQ

Refund warranty

1) I have not received my order yet

Our customers receive their packages in 99% of cases. In some rare cases, packages can get lost. If you do not receive your shipment, please contact us at info@hundsome.de and we will refund you 20% of the purchase price.

2) I received a damaged item

If you have received a damaged item, please contact us at info@hundsome.de so that we can assist you. The time frame for returning defective items is 30 days after receipt. Return shipping will be covered by us. If you contact us after the mentioned 30-day time frame, we are not responsible for refunding/replacing the goods.

3) The item is not damaged, but I just don't like it

If you are not satisfied with an item and the item is not defective, you may return it to us in its original condition (the condition in which it was sold) and in its original packaging within 30 days from the day you received the item. You will bear the cost of returning the goods to us and we will refund you in full within 7 days of receiving the returned goods. The refund will be made via the payment method used to purchase the goods. Before returning the item, please contact us at info@hundsome.de and we will guide you through our returns process.

Please note that we will not accept returns for refund/exchange if the item is damaged after use due to normal wear and tear, cosmetic defects, scratches, stains, blemishes or breakage due to misuse, neglect or malicious damage.

Shipment

1) Where do you deliver to and from?

We offer free shipping! We manufacture all our products in our factory in China and deliver them directly to our customers in Germany and Austria.

2) Do you offer a tracking number?

Yes, we do. We upload the tracking number once the item has been shipped. You will receive a shipping confirmation email once we upload the tracking number to our system. Please also note that if there are multiple items in your order, we may ship them separately due to different warehouse locations. In this case, we will upload the tracking number for each individual item.

3) Why can't I track my order using the tracking number provided?

Please note that sometimes the tracking information received can only be tracked after 3-4 business days. This is because the shipment is still being processed by the carrier and has not been immediately scanned and/or updated in their system. In this case, you can track the shipment again at a later date.

4) How fast do you ship?

Orders are usually shipped within 3-5 business days of receiving payment (weekends are not counted as business days). We do our best to ship the goods as soon as possible and will inform you via tracking once it is dispatched.

Please also note that if you have multiple items in your order, we may ship them separately due to different warehouse locations. In this case, we will upload the tracking number for each individual item.

5) When will I receive my order?

Due to possible delays by the carrier, please allow 1-2 weeks for delivery.

6) I entered the wrong address, help!

Please contact us within 5 hours if you need to change an incorrect address. After the 5-hour deadline, we may not be able to change your shipping address.