Frequently asked questions
Shipping & Returns
What are the shipping costs?
Shipping costs depend on your location and the size and weight of your order. During the checkout process, you'll see the exact shipping cost before you finalize your purchase.
Belgium
- Free shipping: Free Mondial Relay Service Point Delivery available for orders over €40.
- Standard shipping: Starts at €3.65 for Mondial Relay Service Point Delivery and €6.90 for Bpost Home Delivery.
The Netherlands
- Free shipping: Free Mondial Relay Service Point Delivery available for orders over €40.
- Standard shipping: Starts at €4.20 for Mondial Relay Service Point Delivery and €8.45 for PostNL Home Delivery.
France
- Free shipping: Free Mondial Relay Service Point Delivery available for orders over €60.
- Standard shipping: Starts at €7.90 for Mondial Relay Service Point Delivery and €11.95 for PostNL Home Delivery.
Germany
- Free shipping: Free Home Delivery available for orders over €60.
- Standard shipping: Starts at €9.80 for PostNL Home Delivery.
Luxembourg
- Free shipping: Free Mondial Relay Service Point Delivery available for orders over €40.
- Standard shipping: Starts at €3.65 for Mondial Relay Service Point Delivery and €12.90 for PostNL Home Delivery.
Please note that if you select Service Point delivery with Mondial Relay, you will need to choose your preferred collection point after completing payment on our website.
How long does it take for my order to ship?
All orders placed before 15:00 are processed on the same day. We'll send you a shipping confirmation email with tracking information as soon as your order ships.
Shipping times vary depending on your location, but most orders are home delivered within 1-3 business days. Service Point delivery with Mondial Relay takes approximately 3-5 business days. You can track your order using the tracking number provided in your confirmation email.
Home delivery:
- Belgium: 1 - 2 business days.
- the Netherlands: 1 - 3 business days.
- France: 2 - 5 business days.
- Germany: 2 - 4 business days.
- Luxembourg: 2 - 4 business days.
What shipping carriers do you use?
We offer home delivery with Bpost and PostNL, depending on the delivery address. Additionally, we provide Mondial Relay pickup point delivery for applicable countries.
How do I track my order?
Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can also track your order by logging into your account on our website.
Can I modify or cancel my order?
Yes, you can modify or cancel your order within 30 minutes of placing it. Since we strive to ship orders as quickly as possible, this time frame is limited. Please contact our customer service team at support@butchcare.com asap if you need to make any changes.
What is your return policy?
We accept returns within 14 days of receipt of the product. Items must be in new and unused condition with all original tags and packaging intact. Please contact us at support@butchcare.com to initiate a return.
You will be responsible for paying for your own shipping costs for returning your item. Original shipping charges are not refundable
How do I return a product?
To return a product, please contact our customer service team with your order number and reason for return at support@butchcare.com. They will provide you with instructions.
When will I receive my refund?
Refunds are processed within 5-7 business days after we receive and inspect your returned product. The refund will be issued to your original payment method.
General information
What is your brand's mission?
Our mission is to provide high-quality, safe dog care products while supporting animal shelters and promoting pet adoption.
How do you support animal shelters?
We donate 1% of our sales to partner shelters and feature adoptable dogs from these shelters in our brand photography to help them find loving homes.
Are your products environmentally friendly?
Absolutely. We prioritize sustainability by crafting our products with natural ingredients and processes. Our packaging is either recycled or plastic-free, aligning with our commitment to environmental responsibility.
Do you offer wholesale pricing?
Yes, we offer wholesale pricing for bulk orders. Please contact us at sales@butchcare.com for more information.
What forms of payment do you accept?
We accept Bancontact, Ideal, ApplePay, GooglePay and Credit Card (Visa, MasterCard, American Express) for secure checkout.
How can I contact your customer service?
You can contact our customer service team via email at support@butchcare.com or through our website's contact us form. We aim to respond within 24 hours.
Didn't find what you were looking for?
Don't worry, we are here to help. Our team is ready to answer all your questions.
Monday to Friday, from 09:00 to 17:00.