Shipping policy

Last updated: 22 October 2026

This policy explains where we ship, how long delivery takes and what it costs. Houndkeep is based in the Netherlands. You can find our legal name, address, Chamber of Commerce number, also called KvK number, and VAT number on our Contact information page.

Where we ship

We currently ship to:

  • All 27 member states of the European Union
  • The United States
  • Canada
  • Australia
  • New Zealand

We do not ship to the United Kingdom or to any other country at the moment. The countries we can deliver to are always shown at checkout.

Processing and delivery times

  • Orders are fulfilled by our fulfilment partner. Some items may ship from a warehouse outside the EU.
  • We usually process orders within 1-3 business days.
  • Estimated delivery time is 7-12 business days after dispatch.
  • Delivery times are estimates, not guaranteed dates. Delays can happen. Your rights in case of late delivery are explained below.
  • Items from one order may arrive in separate packages.

Shipping rates

  • Standard shipping: USD 5.95 per order.
  • Free standard shipping on orders of USD 75 or more after discounts. Shipping costs and taxes do not count toward this amount.
  • You pay shipping once per order, even if your items arrive in separate packages.
  • We only offer standard shipping. There is no priority or express option.
  • Prices are in US dollars, USD. Checkout may show the amount in your local currency.

Tracking

We email you tracking details once they are available.

Customs, import VAT and duties

Please read this before you order: import VAT, customs duties and carrier handling fees are currently not collected at checkout.

  • If your parcel crosses a customs border, you may have to pay these charges on or before delivery.
  • This can happen, for example, when an item ships from a warehouse outside the EU to an address in the EU, or when a parcel is shipped into the United States, Canada, Australia or New Zealand from another country.
  • These charges are not part of our prices or our shipping costs. They are set by the rules of your country and collected by the carrier or customs. We have no control over them.

Address accuracy

Please check that your address is complete and correct, including your house or apartment number and postal code. If you notice a mistake after ordering, email us as soon as possible.

Lost, late or damaged parcels

  • Your parcel is our responsibility until you, or a person you named other than the carrier, have received it. Until then, the risk of loss or damage in transit stays with us.
  • If your parcel has not arrived within the estimated delivery time, if tracking stops updating, or if tracking shows delivered but you have not received it, please email us with your order number. We will look into it with the carrier. A "delivered" status alone does not mean you received the parcel. If it did not reach you, we treat it as lost and send a replacement or refund you, as you choose, at no cost to you. You do not have to file a claim with the carrier.
  • If a parcel is lost or damaged in transit, we send a replacement or refund you, as you choose, at no cost to you.
  • If your parcel arrives damaged, please email us as soon as you can. Reporting quickly helps us solve it fast. Reporting later does not take away your legal rights. If you can, add photos of the item and the packaging. Photos help us, but they are not required to use your rights.

Late delivery: your rights

  • By law, unless we agreed a different delivery time with you, we must deliver within 30 days after you order.
  • If we do not, you can give us a reasonable extra period to deliver. If we still do not deliver within that period, you can cancel your order. We then refund all payments, including the delivery cost, without undue delay.
  • You can cancel straight away, without giving us extra time, if we refuse to deliver, if delivery by a certain date was essential given the circumstances when you ordered, or if you told us before ordering that delivery by a certain date was essential.

Changing or cancelling an order

  • If you want to change or cancel your order, email us as soon as possible with your order number.
  • You can withdraw from your order before it arrives, and after delivery within the legal withdrawal period. You can also use our 30-day returns. The steps and costs are explained in our Refund Policy.
  • If you withdraw from your whole order before it arrives, we refund all payments, including shipping, without undue delay and at the latest within 14 days of receiving your request. If your order is already on its way, we may wait with the refund until we have received it back, or until you have sent us proof that you sent it back.

Questions

For any question about shipping or your order, email us at contact@houndkeep.com and include your order number.