Questions, answered with care.

Life with pets comes with plenty of little questions—and shopping for them should feel simple.

Whether you are choosing a new toy, looking for a comfortable bed, checking delivery times, or need help with an existing order, this page is here to make things clearer. If you do not find what you need, contact our team at support@snoutify.shop. We are always happy to help.

About Snoutify

What is Snoutify?

Snoutify is an online-only pet-supplies store for dogs, cats, and other compatible pets. Our collection includes pet beds, grooming and care tools, feeding accessories, interactive toys, enrichment products, and practical everyday essentials.

Where is Snoutify based?

Snoutify is based in Berlin, Germany, and currently delivers to eligible addresses within Germany only.

Our business address is:

Snoutify
Große Hamburger Straße 18
10115 Berlin
Germany

This address is not a public storefront, customer collection point, warehouse collection point, or automatic return address.

Do you have a physical shop?

No. Snoutify is an online-only store, so we do not currently offer in-person shopping, customer pickup, or a public showroom.

Products and pet care

How do I choose the right product for my pet?

Please read the product description, dimensions, materials, care guidance, and suitability information before ordering. Consider your pet’s size, age, breed, coat type, chewing habits, play style, sensitivity, and everyday routine.

If you need help choosing, email us at support@snoutify.shop with details about your pet and the product you are considering.

Are Snoutify products suitable for every pet?

Not always. Product suitability can vary from pet to pet. A product that works well for one dog or cat may not be suitable for another because of size, age, behaviour, chewing habits, coat type, sensitivity, or the way the product is used.

Please supervise your pet where appropriate, follow the product instructions, and stop using a product if it becomes damaged or unsuitable.

Are your products medical or veterinary products?

Unless a specific product page clearly says otherwise, Snoutify products are general pet accessories for comfort, grooming, feeding, play, enrichment, and everyday care. They are not intended to diagnose, treat, cure, or prevent a medical condition.

For health, dietary, behavioural, or veterinary concerns, please contact a qualified veterinarian.

What should I do if a product becomes damaged?

Stop using the product if it becomes torn, broken, loose, chewed, or otherwise unsuitable for continued use. If the item arrived damaged, defective, incorrect, incomplete, or materially different from its description, contact us as soon as reasonably possible.

Please include your order number, a description of the issue, and clear photos of the product, packaging, and shipping label. A short video can also be useful for a functional issue.

Orders and payments

Which payment methods do you accept?

We accept the payment methods shown at checkout. Depending on availability, these may include major credit cards, debit cards, PayPal, and other payment options displayed during checkout.

The payment options available can vary based on your device, browser, order details, and payment-provider settings.

Which currency does Snoutify use?

All prices on Snoutify are shown in Euros (EUR) unless otherwise stated at checkout.

When will I be charged?

Your payment method may be authorised or charged when you submit and confirm your order at checkout. The final amount, including product prices, any applicable discount, delivery cost, taxes where applicable, and selected optional services, is shown before you complete payment.

Can I change or cancel my order?

Contact us as soon as possible at support@snoutify.shop or +49 30 58259423 if you need to change or cancel an order.

We will make reasonable efforts to help, but changes and cancellations cannot be guaranteed once an order has entered processing, packing, or dispatch. If your order has already shipped, you may still have the statutory right of withdrawal described in our Return & Refund Policy.

Can I use a discount code?

If you have a valid Snoutify discount code, enter it at checkout before completing your order. Discount codes may have eligibility requirements, expiry dates, minimum-order values, product exclusions, or other conditions stated with the offer.

Unless stated otherwise, one promotion or discount code may be used per order. A code cannot usually be applied after an order has been placed.

Shipping and tracking

Where does Snoutify deliver?

Snoutify currently ships to eligible delivery addresses within Germany only. We do not currently offer international shipping unless another destination is specifically made available at checkout.

How long does order processing take?

Orders are typically processed within 1–2 business days after purchase.

Processing includes payment verification, order preparation, packaging, and handoff to the shipping carrier. It does not include carrier transit time. Weekends and public holidays in Germany are not counted as business days.

What delivery options do you offer?

Delivery option	Estimated transit time after processing	Cost
Free Shipping	5–8 business days	Free
Express Shipping	3–5 business days	€4.99

Delivery estimates are estimates, not guaranteed delivery dates. Your selected option, final delivery cost, and order total appear at checkout before payment is completed.

How can I track my order?

When tracking is available, we will send a shipping-confirmation email after your order has been dispatched. This may include the carrier name, tracking number, delivery status, and a tracking link.

You can also use our Track Your Order page with your tracking number. Please allow a little time for the carrier’s tracking system to update after the parcel has been handed over.

My order is delayed. What should I do?

Delivery can be affected by carrier delays, public holidays, severe weather, peak shopping periods, transport disruptions, or address-verification issues.

If your order is delayed beyond the estimated delivery window, email support@snoutify.shop with your order number. We will review the tracking information and help where possible.

What happens if I entered the wrong delivery address?

Contact us immediately at support@snoutify.shop. We will make reasonable efforts to assist, but delivery-address changes cannot be guaranteed after an order has been processed or shipped.

Please check your delivery address carefully at checkout. Incomplete or incorrect addresses, missing apartment details, an incorrect postal code, unclaimed parcels, or failure to collect a package from a collection point can cause delays, returns, or additional delivery costs.

My parcel says delivered, but I cannot find it. What should I do?

Please check around the delivery location, ask household members, neighbours, or building management, and look for a carrier notice or collection-point notification. You can also contact the carrier using the tracking information.

If the parcel remains missing, contact Snoutify with your order number so we can review the circumstances and assist with carrier enquiries. Your mandatory consumer rights remain unaffected; for consumer purchases, the trader is generally responsible for goods damaged or lost in transit until you receive them. cite

Returns and refunds

Can I return an item?

If you are a consumer, you generally have the statutory right to withdraw from an eligible purchase contract within 14 days without giving a reason.

The withdrawal period normally ends 14 days after you, or a third party named by you other than the carrier, receive the goods. If one order is delivered in separate shipments, the period normally begins when you receive the final item or shipment. cite

How do I start a return?

Before the 14-day withdrawal period ends, notify us that you wish to withdraw. You can use the electronic withdrawal function on snoutify.shop, email support@snoutify.shop, call +49 30 58259423, or send a written withdrawal declaration.

When you contact us, please include your order number, the items you wish to return, and your preferred contact email. We will send the applicable return instructions and return destination for your order.

Do not send products to our Berlin address unless we have confirmed in writing that it is the correct return destination.

Who pays for return shipping?

For an ordinary withdrawal, you are responsible for the direct return cost unless we expressly confirm otherwise or applicable law requires otherwise.

For confirmed damaged, defective, incomplete, incorrect, or materially misrepresented items, you will not be required to pay return costs where the issue is confirmed to be our responsibility. Sellers must tell consumers in advance if consumers are expected to pay return costs for a withdrawal; otherwise, the seller may be responsible for that cost. cite

When will I receive my refund?

For a valid withdrawal, we will process the refund without undue delay and no later than 14 days after receiving your withdrawal notice. We may wait until we receive the returned item or you provide proof of return postage, whichever happens first.

Refunds are normally issued to the original payment method. Your bank, card issuer, or payment provider may need additional time for the refund to appear.

Is Express Shipping refundable?

If you validly withdraw from an order, we refund the cost of the least expensive standard delivery option. Since Snoutify’s standard delivery option is Free Shipping, an additional €4.99 Express Shipping charge is generally not refundable beyond that free standard option.

Can I exchange an item?

We do not guarantee direct exchanges. If you need another size, colour, or product, you may withdraw from an eligible purchase within the applicable withdrawal period and place a new order.

For a damaged, defective, or incorrectly supplied item, please contact us before placing another order so we can review the appropriate solution.

Are hygiene-related items returnable?

For health-protection or hygiene reasons, the statutory withdrawal right may not apply to certain products supplied in sealed packaging once the seal has been removed after delivery, where the legal conditions for that exception are met.

This does not apply automatically simply because an item is a pet product, has been opened, or has ordinary packaging. Each request is assessed fairly under applicable law, and your rights for defective, damaged, incomplete, incorrect, or materially misrepresented products are not affected.

Need more help?

For product questions, existing orders, delivery support, returns, refunds, or feedback, please contact:

Snoutify
Email: support@snoutify.shop
Phone: +49 30 58259423

Customer support is available Monday–Friday, 9:00 AM–5:00 PM Central European Time or Central European Summer Time, as applicable.

We aim to respond to most enquiries within 1–2 business days.