Refund policy

Shipping Rates and Policies

We currently offer shipping to mainland Spain. If your country is not on our list, feel free to contact us to see how you can purchase our product locally.

Please note that during busy periods such as Black Friday or sales seasons, there may be a delay of up to 1.5 additional business days in shipping times. We greatly appreciate your understanding.

Standard Shipping Times

Spain - 4-5 business days - Shipping cost: €1.95

What are the shipping rates and times?

We charge a flat rate for shipping as follows:

• €1.95 for Spain

FOR SPAIN, the order processing time is 2 business days, and approximately 4-5 business days (in total) for delivery, from the day you place the order to the day it arrives.

Tracking Information

Once your order is shipped, you will receive an email both from us and from our shipping partner with your tracking number. If you have difficulty tracking your package, feel free to contact us with your order number, and we will check its status for you.

Refund and Return Policy

Please review your order carefully before confirming and submitting payment. Unfortunately, once your order has been paid for and you receive an order confirmation, we cannot make cancellations or changes to your order.

If you do not wish to keep your order after receiving it, you may choose to refuse the package upon delivery or return the package to us. Any return shipping fees will be your responsibility. If you have any questions, please contact us directly.

Product Return Guide

After receiving your order, you have 15 days to make a return. You must email us to verify your order number and confirm your return information. Please note that returned items must be in their original packaging and unused. We cannot consider refunds for items that are used, incomplete, damaged, or dirty.

Depending on how you return your package, it may take up to 5 business days for us to receive it if you are shipping within Spain. If you are shipping internationally, it could take up to 10 business days for us to receive it. We will ask that you provide your tracking number so we can track the order.

Once we receive your package and evaluate the products, we will send you a confirmation email. It will take 1 to 3 business days to process and refund the order amount, less the return/shipping fees.

For hygiene reasons, we do not accept returns of products such as balms (paw balm) that have been opened or used.

For defective or damaged products, please contact us using the contact details below to arrange a refund or exchange.

If you have any questions about our return policy, please contact us at: shop@ninawoof.com

Defective or Missing Products

If you find that you have received a defective product or are missing an item, we will replace it for you (at no cost). Please contact us directly if you encounter this issue, and we will be happy to assist you.

Package Delays

Please note that during busy periods such as Black Friday or sales seasons, there may be a delay of up to 2 additional business days in shipping times. We greatly appreciate your understanding.

Remember to carefully review your address details when placing your order to ensure there are no delays with your shipment. If your package is extremely delayed (as can sometimes happen with third-party shipping companies), contact us and we can work together to find a solution.