Shipping policy
SHIPPING POLICY
Last updated: 18Aug2026
Thank you for shopping with DogJourney.
This Shipping Policy explains how orders placed through our online store are processed, dispatched, delivered, and handled if there is a delay or delivery issue.
DogJourney is operated by:
Opt-in Solutions Burns
19 Baretstrasse, 3930, Visp, Switzerland
Email: support@dogjourney.online
1. SHIPPING DESTINATIONS
We currently ship to:
- Switzerland
- European Union countries
- United Kingdom
We may be unable to ship certain products to particular locations due to supplier, carrier, customs, legal, product-size, or delivery restrictions.
If we cannot fulfil your order to your selected destination, we will contact you as soon as reasonably possible.
2. ORDER PROCESSING TIME
Orders are normally processed within [1–3] business days after payment has been confirmed.
Processing time may be longer during:
- public holidays;
- busy seasonal periods;
- promotional campaigns;
- supplier stock checks;
- product personalisation;
- or where additional verification is needed.
Business days do not include weekends or public holidays.
If there is a significant delay in processing your order, we will contact you using the email address provided at checkout.
3. DELIVERY ESTIMATES
Delivery times depend on the product, destination, carrier, fulfilment location, customs processing, and local delivery conditions.
Estimated delivery times are shown at checkout where available.
Typical estimated delivery times are:
Switzerland:
Estimated delivery: 5–15 BUSINESS DAYS
European Union:
Estimated delivery: 5–15 BUSINESS DAYS
United Kingdom:
Estimated delivery: 5–15 BUSINESS DAYS
These timeframes are estimates only and are not guaranteed delivery dates.
4. SHIPPING COSTS
Shipping charges are shown during checkout before you complete your order.
Shipping costs may vary depending on:
- destination;
- product type;
- product size or weight;
- order value;
- shipping method;
- supplier fulfilment location;
- and any applicable promotion.
We offer free standard shipping on eligible orders over 50 CHF to Switzerland, European Union, and the United Kingdom.
Any exclusions, product restrictions, or minimum-order thresholds will be shown at checkout.
5. ORDER TRACKING
Where tracking is available, we will send a shipping confirmation email with tracking information once your order has been dispatched.
Tracking may take time to update after dispatch.
Some lower-cost shipping methods or supplier shipments may not include full tracking. If tracking is unavailable for a specific order, this will be communicated where possible.
6. SPLIT SHIPMENTS
Some orders may be shipped in separate parcels.
This can happen when:
- products are supplied from different fulfilment locations;
- items have different processing times;
- an item is temporarily unavailable;
- or suppliers dispatch items separately.
You will not be charged additional shipping costs because we decide to split your order, unless separate shipping charges were clearly shown and accepted during checkout.
7. CUSTOMS, IMPORT DUTIES, AND TAXES
For orders delivered outside Switzerland, or where products are dispatched from another country, customs duties, import VAT, handling charges, or other import-related fees may apply.
Unless stated otherwise at checkout, these charges are the responsibility of the customer.
DogJourney does not control customs charges or delivery delays caused by customs authorities.
For customers in Switzerland, import VAT or carrier handling charges may apply if goods are dispatched from outside Switzerland. Swiss import rules and tax treatment may vary depending on the value, product type, shipment origin, and the carrier’s process.
For customers in the European Union, VAT, customs charges, or import handling fees may apply depending on the shipment origin, order value, and applicable rules.
Please check with your local customs authority if you are unsure whether charges may apply.
8. INCORRECT SHIPPING ADDRESSES
Customers are responsible for entering a complete and accurate shipping address at checkout.
Please review your address carefully before placing an order.
If you notice an error, contact us immediately at support@dogjourney.online.
We will try to help where possible, but we cannot guarantee that an address can be changed after an order has been processed or dispatched.
DogJourney is not responsible for orders delayed, returned, lost, or delivered incorrectly because of an incomplete or inaccurate address provided by the customer.
9. DELIVERY DELAYS
Delivery delays can occur because of:
- carrier delays;
- customs processing;
- weather;
- strikes;
- public holidays;
- peak delivery periods;
- supplier delays;
- incorrect addresses;
- or events outside our reasonable control.
If your order has not arrived within 15 business days after the latest estimated delivery date, contact us at support@dogjourney.online with your order number.
We will review the issue with the relevant supplier or carrier and keep you informed.
10. LOST, DAMAGED, OR MISSING PARCELS
If your parcel appears lost, damaged, incomplete, or delivered but cannot be located, contact us at support@dogjourney.online as soon as possible.
Please include:
- your order number;
- the name used for the order;
- the email address used at checkout;
- photographs of damage, if applicable;
- photographs of the packaging, if applicable;
- and any relevant tracking information.
We may need to contact the carrier or supplier before we can offer a replacement, refund, or other resolution.
Do not dispose of damaged products or packaging until we have reviewed your request, unless this would create a safety issue.
11. DELIVERY CONFIRMATION
Once a carrier confirms delivery to the address provided at checkout, the order is treated as delivered.
If you believe a delivery was incorrectly marked as delivered, contact us promptly and we will investigate with the carrier where possible.
12. CHANGES OR CANCELLATIONS
We may be able to cancel or change an order before it is processed or dispatched.
To request a cancellation or change, contact support@dogjourney.online as soon as possible.
Once an order has been dispatched, cancellation may no longer be possible. Please review our Refund Policy for information about returns and refunds.
13. CONTACT
If you have questions about shipping, delivery, tracking, or your order, please contact:
DogJourney
support@dogjourney.online
Opt-in Solutions Burns
19 Baretstrasse, Visp, 3930, Switzerland