Shipping policy

The products are delivered to the address indicated by the consumer on the order form and only to the geographical areas that we serve.
All products leave our premises in perfect condition. The customer must notify the carrier (or the postman) of the slightest trace of shock (holes, traces of crushing, etc.) on the package, and if necessary refuse the package. A new identical product will then be sent to you free of charge.
The exchange of any declared product, subsequently damaged during transport, without any reservation having been issued upon receipt of the package, will not be supported.
As in any expedition, it is possible to experience a delay or that the product gets lost. In such a case, we contact the carrier to start an investigation. Every effort is made, as long as necessary, to find this package. If necessary, Dogtra-Europe will be reimbursed by the carrier and will deliver a new identical package at its expense.
We decline all responsibility for the extension of delivery times due to the carrier, in particular in the event of loss of products, bad weather or strikes.

Any anomaly concerning the delivery (damage, missing product compared to the delivery note, damaged package, broken products, etc.) must be indicated on the delivery note in the form of ''handwritten reservations'', accompanied by the signature of the customer.
At the same time, the consumer must confirm this anomaly by sending the carrier within two (2) working days following the date of delivery, a registered letter with acknowledgment of receipt setting out the said complaints.
The consumer must send a copy of this letter to Dogtra-Europe. Without this fact, we do not proceed to any trade.

The consumer must formulate with Dogtra-Europe, on the same day of delivery or at the latest on the first working day following delivery, any complaint of error of delivery and/or non-conformity of the products in kind or in quality by in relation to the indications appearing on the order form.
Beyond this period, any complaint will be rejected. The formulation of this complaint to the Seller may be made in writing to the headquarters of Dogtra-Europe.
Any complaint not made in the rules defined above and within the time limits cannot be taken into account and will release Dogtra-Europe from any liability vis-à-vis the consumer.
In the event of a delivery or exchange error, any product to be exchanged or refunded must be returned to Dogtra-Europe as a whole and in its original packaging in impeccable condition to Dogtra-Europe.
To be accepted, any return must be reported and have the prior agreement of Dogtra-Europe, which if agreed will forward the package to the correct address.
The shipping costs are borne by Dogtra Europe, except in the event that the product does not correspond to the original declaration made by the consumer in the correct direction of return.