Effective Date: September 12, 2026
Welcome to Pet Club Zadar (petclub-zadar.com). We are dedicated to delivering high-quality pet accessories, premium grooming tools, and innovative travel gear straight to your doorstep. We work alongside reliable international and domestic shipping couriers to ensure your order arrives safely, efficiently, and in perfect condition.
Please read this Shipping Policy carefully before finalizing your purchase. By completing a transaction on our Site, you acknowledge and agree to the delivery terms, timelines, and financial conditions outlined below.
1. Order Processing and Handling Time
Before an order leaves our facility, it undergoes a meticulous preparation and quality control phase to ensure all pet items are structurally sound and complete.
- Standard Processing Window: All orders are processed and prepared for shipment within 1 to 3 business days (excluding weekends and official Croatian public holidays).
- Order Cut-Off Times: Orders placed after 2:00 PM (CET) on Friday or during the weekend will begin processing on the following Monday morning.
- Peak Seasons and Sales: During high-volume periods, such as major inventory drops, holiday sales, or promotional events, processing times may be extended up to 5 business days. We appreciate your patience during these busy times.
- Address Verification: It is the customer’s responsibility to provide an accurate, complete, and valid delivery address during checkout. If our system detects an address error, we will pause processing and contact you immediately via email to verify details, which may delay shipment.
2. Shipping Destinations and Restrictions
We strive to make our products accessible to passionate pet owners across multiple regions.
- Domestic Shipping: We offer comprehensive shipping coverage across Croatia, reaching urban centers and residential coastal areas.
- International Shipping: We ship to most European Union member states and selected international destinations globally.
- Excluded Zones: We strictly do not ship orders to P.O. Boxes, APO/FPO addresses, military bases, or temporary freight forwarding facilities due to courier delivery restrictions and security protocols.
- Remote Areas: Deliveries to remote islands or isolated rural regions may require additional transit time and could be subject to specific surcharge adjustments determined by the carrier.
3. Shipping Methods, Rates, and Estimated Delivery Timelines
We offer multiple shipping tiers to accommodate different customer needs. Shipping costs are calculated dynamically at checkout based on the package weight, dimensions, and destination country.
| Shipping Tier | Destination | Estimated Delivery Window | Shipping Costs |
|---|---|---|---|
| Domestic Standard | Croatia | 2 to 5 Business Days | Calculated at Checkout / Free on orders over €50 |
| EU Cross-Border Standard | European Union | 5 to 10 Business Days | Calculated dynamically at Checkout |
| International Priority | Rest of the World | 7 to 15 Business Days | Subject to international carrier rates |
Please note that the delivery windows listed above are realistic estimates provided by our transport partners, not absolute legal guarantees. Actual transit times can occasionally fluctuate due to environmental factors, carrier sorting delays, or regional customs clearances.
4. Real-Time Shipment Tracking
We believe in maintaining complete transparency regarding your package journey.
- Tracking Notification: Once your pet supplies have been packaged and handed over to the shipping carrier, an automated confirmation email will be sent to the email address provided in your order.
- Tracking Number Activation: This email will contain a unique tracking identification number along with a direct link to the carrier’s online tracking portal. Please allow up to 24 to 48 hours for the carrier system to update and reflect tracking status movements.
- Monitoring Shipments: We highly recommend monitoring your tracking portal periodically to ensure you are available to receive the package on the scheduled delivery date.
5. Customs Duties, Import Taxes, and Tariffs
- European Union Orders: For orders shipped within the European Union, no additional customs tariffs or cross-border import taxes apply. Applicable value-added taxes (VAT) are calculated and collected directly at checkout.
- International Orders Outside the EU: All shipments bound for destinations outside the European Union may be subject to local import taxes, customs duties, and brokerage clearance fees levied by the destination country’s customs authority.
- Customer Financial Liability: All external import duties, taxes, and handling fees are the sole financial responsibility of the customer. Pet Club Zadar has no control over these regional government charges and cannot predict their exact amounts.
- Refusal of Packages: If a customer refuses to pay necessary customs duties or import taxes upon package arrival, the courier will abandon or return the parcel. In such instances, any return shipping fees, administrative penalties, or abandoned item costs will be deducted entirely from the customer’s original product refund.
6. Damaged, Lost, or Stolen Shipments
We place immense value on package security, but we recognize that transit anomalies can occur.
- Visible Outer Packaging Damage: If your parcel arrives with severe, visible physical damage, we recommend taking photographs of the unopened box before signing for the delivery, or refusing the delivery altogether.
- Reporting Transit Issues: Please report any damaged items, missing products, or incorrect shipments to our support mailbox at logix@petclub-zadar.com within 48 hours of delivery. Include your order number, tracking number, and unedited photographic or video proof of the packaging and items.
- Stolen Packages: If your tracking link states the package was successfully delivered to your specified address, but you cannot locate it, please contact your neighborhood carrier branch and file an official missing mail report. Pet Club Zadar is not legally liable for packages stolen from residential doorsteps, porches, or secure building mailboxes after successful courier delivery.
7. Unclaimed Deliveries and Incorrect Addresses
- Failed Delivery Attempts: Most delivery couriers make two or three attempts to drop off your parcel before redirecting it to a local post office or parcel locker for temporary storage. If you fail to retrieve the package within the carrier’s specified pickup window, the item will automatically be marked as “Unclaimed” and returned to our warehouse in Croatia.
- Reshipping Fees: If a package is returned to us due to an incorrect delivery address entered by the customer, or because the customer failed to claim the parcel, the customer will be required to pay the full actual cost of reshipping before we send the package a second time.
8. Customer Care and Support
For transit inquiries or address updates, customers can reach our support team via email at logix@petclub-zadar.com or by phone for further assistance.