At Dierencare.com, we are committed to providing high-quality rodent supplies and ensuring your complete satisfaction with every purchase. Below you’ll find detailed information about our shipping and returns policies.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

Standard Shipping

  • Carrier: DHL or FedEx
  • Shipping cost: €12.95
  • Delivery time: 10-15 business days after dispatch

Free Shipping

  • Carrier: EMS
  • Available for orders over €50
  • Delivery time: 15-25 business days after dispatch

Note: We ship worldwide except to certain Asian countries and remote areas. Delivery times may vary depending on your location and customs processing.

Payment Methods

We accept the following payment methods:

  • Visa
  • MasterCard
  • JCB
  • PayPal

Returns & Exchanges

We want you to be completely satisfied with your purchase from our selection of high-quality rodent supplies. If you’re not happy with your order, we’ll gladly assist you with returns or exchanges according to the following policy.

Our Return Conditions

You may return products within 15 days of receipt, provided that:

  • The product is in its original, unused condition
  • The original packaging and labels are intact
  • The product does not belong to our non-returnable items (see below)

Non-Returnable Products

Due to hygiene reasons, we cannot accept returns for the following products:

  • All types of food (Caviavoer, Hamstervoer, etc.)
  • Bedding products (Bodembedekking knaagdieren, Bodemstrooimix, Hennepstrooisel)
  • Hay and straw products (Hooi-Stro)
  • Used health products

Return Process in 4 Simple Steps

  1. Submit your return request
    Within 15 days of receipt, send an email to [email protected] with the following information:
    • Subject: Retouraanvraag – [Order Number]
    • Message content:
      • Order Number: [Fill in here]
      • Name: [Fill in here]
      • Product(s) for return: [Fill in here]
      • Reason for return: [Fill in here]
      • Preferred solution: [Refund/Exchange]
  2. Receive return instructions
    Within 2 business days, you’ll receive an email from us with return instructions and a return label (if applicable).
  3. Ship the package
    Carefully package the product in its original packaging and ship it to:
    Huisdierbenodigdheden Verkoop
    Retourafdeling
    981 Ameidestraat
    Rotterdam, NL 3042EK
  4. Processing your return
    After receiving and inspecting the product, we will process your return within 5 business days.

Refunds

Once your return is approved:

  • The amount will be refunded via the original payment method (Visa, MasterCard, JCB, PayPal)
  • It takes 5-10 business days for the refund to appear in your account
  • Original shipping costs are not refunded (unless the product was defective or incorrect)

Exchanges

For exchanges:

  • Select your desired alternative product in your return request
  • We will send the new product once the return product is received
  • Any price differences will be settled

Defective or Damaged Products

If you receive a defective or damaged product:

  • Contact us within 48 hours of receipt
  • Include photos of the product and packaging with your email
  • We will arrange for a free replacement or full refund

Our Commitment to Your Satisfaction

At Dierencare.com, we understand how important quality products are for the care of your rodents. Our return policy is designed to be fair and transparent, just like our approach to all aspects of our service.

Have questions? Our friendly team is always ready to help via [email protected].