SHIPPING, EXCHANGES AND RETURNS POLICY

SHIPPING

Once an order is placed, it may take between 1 and 3 business days to process and hand it over to our carriers. For pre-ordered products, the estimated shipping date will be provided at the time of purchase. You will receive a confirmation email when your order has been shipped, and you can track your shipment using the tracking code you will receive in your email on the carrier's website. No shipments will be made on weekends or public holidays.

- Shipping to Mainland Spain and Portugal

Products will be shipped via GLS, Correos Express, or Correos for Mainland Spain and the Balearic Islands, and via Correos for the Canary Islands, Ceuta, and Melilla.

Shipping costs for Mainland Spain are €4.50, and the usual delivery time is 24-72 business hours once handed over to the carrier.
Shipping is FREE for orders over €40 within Mainland Spain.

Shipping costs to the Balearic Islands are €4.95 (Correos, delivery time 3-5 business days) and €6.50 (Correos Express, delivery time 48-72 hours).
Shipping costs to the Canary Islands are €8.54 (delivery time 4-7 business days*) and the recipient's ID number is required.

Shipping costs to Ceuta and Melilla are €5.50 (delivery time 4-7 business days*) and the recipient's ID number is required.

*Shipments to the Canary Islands, Ceuta, and Melilla typically require customs clearance, so delivery times may occasionally be longer than indicated. PiggyDex is not responsible for any additional charges that may apply if a package is held up in customs.

Shipping costs for mainland Portugal are €5.95 (delivery time once picked up by the carrier: 72-96 business hours via Correos) and €8.50 (delivery time once picked up: 24-48 business hours via Correos Express).

- Shipping to Europe

Shipments to Europe can take between 5 and 15 business days depending on the destination, once the package is handed over to the carrier.

You can usually track your shipment on the website of the postal service in the destination country.

Shipping costs vary by destination:
- Andorra: €4.00
- France: €9.90
- Italy: €11.20
- Germany: €8.10
- Belgium: €10.20
- Netherlands: €9.55
- Austria: €11.00

PiggyDex is not responsible for any additional charges that may apply if a package is held up in Customs.

ATTENTION!

> Please note that shipments may be delayed during sales periods, promotions, Black Friday, Christmas, etc., or due to logistical problems with the shipping company or force majeure events beyond our control. However, we will always try to ensure your package arrives as soon as possible and will actively manage any delays.

> The customer must ensure that all their details and delivery address are correct when placing the order. If the shipping company returns the package to us due to delivery impossibility (due to customer refusal, incorrect information provided by the customer, or inability to locate the recipient), PiggyDex will not be responsible for the expenses incurred and a partial refund will be issued, deducting the return shipping cost from the product price. Initial shipping costs will not be refunded. If the error preventing delivery is attributable to PiggyDex, we commit to ensuring that the order arrives correctly to the customer at no additional cost.

> If your order tracking shows your package as delivered but you have not received it, you must notify us as soon as possible and always within the first 7 days after delivery, so that we can ensure traceability with the shipping company and proceed to locate the recipient. After that time, we will be unable to do anything. All our shipments are registered and delivered upon signature and ID of the recipient or authorized person.

> It is the customer's responsibility to monitor the tracking of their shipment, taking into account the usual delivery times indicated on our website, and to file a claim as soon as possible if there is any problem so that we can address it promptly.

> If you have any other type of problem with the shipment, please do not hesitate to write to us at piggydexshop@gmail.com and we will try to help you resolve the issue.

SIZE EXCHANGES

At PiggyDex, we want to help you choose the perfect size for your dog. We provide a Size Guide and you can contact us by email or chat with any questions you may have.

If you still can't find the right harness size, we offer the first size exchange free of charge within the first 14 calendar days from the date of receipt of the order, with us covering the cost. This policy applies to exchanges of harnesses and packs purchased at full price and is valid for mainland Spain.

During sales periods, promotional campaigns, when discount codes are applied, Black Friday, and for outlet items, size exchanges (which involve two shipments: the return and the shipment of the new size) will cost €6 for mainland Spain.

For other territories and accessories, if a different size is desired, the product must be returned and a new order placed for the desired size.

Exchanges will be made for a larger or smaller harness size, as needed. To be eligible for an exchange, the product must be in perfect condition, unused, free of stray hairs, and in its original packaging. Only size exchanges of the same model and type of harness will be accepted; exchanges of other accessories or product types will not be accepted. After the first exchange, if you wish to make further exchanges or receive new products, the customer will be responsible for the exchange costs, which are €6 per exchange. If you wish to exchange one type of product for another, you must return the original item and then place a new order, with the customer responsible for the shipping costs.
We do not offer exchanges for ID tags.

If you need to exchange a harness for a different size, please email us at piggydexshop@gmail.com with your order number, your contact information, the item you wish to exchange, and the new size you require. We will then provide instructions on how to process the exchange.

RETURNS

PiggyDex offers you the possibility of returning your order without any obligation if you are not satisfied with the product and/or due to sizing issues, provided that you notify us of the return within 14 calendar days of delivery and the product is in perfect condition, unused, free of lint, and in its original packaging. In this case, the customer must assume the costs inherent to the return, which will be deducted from the refund amount once the returned product has been received and verified, as "return shipping costs."

- QR ID Tags: ID tags are non-returnable as they require personalization and a personal password, and are shipped with the QR code tested in all cases (returns will only be accepted in the case of QR code reading problems related to the user's phone).

- PiggyTracker Kit - Tracking Device: For security, privacy, and digital configuration reasons, the PiggyTracker™ is non-returnable due to change of mind once delivered, except in the case of a proven manufacturing defect. Returns of parts of the kit are also not accepted (for example, returning only the tracker or the case separately).

This device:

• May be linked to a personal account (Apple or Android) and therefore cannot be linked to a new customer's phone.

• The QR code case requires personalization and a personal password, preventing its reuse by another person.

• It is not possible to verify with certainty whether it has been activated, configured, or tampered with, even if it appears "new" upon return.

Therefore, we do not accept returns of opened, tampered with, or registered devices, even if they appear to be in good condition. All PiggyTrackers™ leave our warehouse tested and functioning correctly. If you experience any technical issues, we will be happy to assist you. In the event of a confirmed manufacturing defect, we will process the corresponding replacement.

If the customer wishes to make a return, they must first notify us by emailing piggydexshop@gmail.com, indicating their order number and personal information. Once we confirm the return, we will provide instructions on how to proceed. Returns that have not been previously reported will not be accepted.

For returns within mainland Spain and the Balearic Islands, PiggyDex will manage the return label, which will be provided to the customer once their return request has been received and accepted (unless the customer wishes to manage the return themselves). We are not responsible for items lost in transit.
Returns from the Canary Islands, Portugal, and other European countries will be handled by the customer. We recommend choosing a shipping method with tracking to ensure traceability, as we are not responsible for lost or delayed packages.

When the returned product is received at our facilities, it will be inspected. If it is complete and in perfect condition (new, with tags, unused, and hair-free), we will refund the price of the purchased product(s), deducting the cost of the product(s). Shipping costs are €5.50 for mainland Spain and the Balearic Islands. Initial shipping costs are non-refundable. If the product is not returned in the same condition in which it was delivered, we reserve the right to issue a partial refund or refuse the refund altogether.

Once the returned product has been inspected and the return accepted, the refund will be issued to the same payment method used for the purchase. The customer will receive a refund notification email. Depending on the bank, the refunded amount may take up to 10 business days to appear in the customer's payment account after the refund order is issued.

Items purchased as part of bundles, 3x2 promotions, buy one get one 50% off, or similar offers have a special return policy. If a partial return is made of an item purchased under these conditions, the applied promotion will be voided, and the corresponding accessories will be charged at their original price.

If a return is made after a free size exchange has been processed, the return shipping costs, as well as the shipping and collection costs for the size exchange, will be deducted from the refund amount.

-Special PRE-SALE Bundles
Customers may request a return of pre-sale bundles within the first 14 calendar days of receiving the product. As this is a special bundle ordered specifically for the customer, the return shipping cost will be €6, which will be deducted from the amount paid.

DEFECTIVE PRODUCT

At PiggyDex, we meticulously inspect every order we prepare to ensure it arrives in perfect condition. However, if upon receiving your package you notice any defects or damage caused during shipping, please contact us as soon as possible (and always within the first 7 calendar days of receiving the package) via email at piggydexshop@gmail.com, attaching photos of the damaged product. Once the damage has been reviewed and assessed, if applicable, we will replace the defective product with a new one or issue a partial or full refund, depending on the case, with PiggyDex covering the shipping costs.

If the product defect is due to improper handling by the customer, or is normal and expected wear and tear, a refund will not be issued.

In the case of QR code ID tags, we check and ensure the correct functioning of the code on all tags immediately before they leave the warehouse (a double check is performed using an iPhone and an Android phone). Returns or replacements will not be accepted for improper handling by the customer, problems inherent to the user's phone, or forgotten personal passwords. The password is personal and non-transferable, and it is the customer's responsibility to remember it in all cases.

In the case of the PiggyTracker, if you have any questions about its operation after carefully reading the instructions, you can contact us by email or direct message on Instagram. We will be happy to assist you with the pairing process or resolve any issues. If, after correctly applying the solutions provided, the problem persists, we will arrange for the return of the product for review at our facilities. If the device has a genuine manufacturing defect, we will replace it free of charge. If, after inspection, we confirm that the device is damaged due to misuse by the customer, or if we verify its proper functioning and the problem stems from misuse or misconfiguration by the customer, we reserve the right to refuse a refund, issue a partial refund, or resend the product with the customer assuming the new shipping costs.

• Claims for malfunction will not be accepted if the product has been mishandled.

• Any attempt to pair the device not in accordance with the instructions may render it unusable.

• Claims for QR code reading problems caused by the user's phone will not be accepted. • Claims for forgotten QR code passwords will not be accepted.

The warranty covers manufacturing defects for 2 years in accordance with current regulations, but does not cover:

❌ Damage from impacts, drops, or improper handling
❌ Damage from moisture or water (although the device is water-resistant with IP67 certification, it is not submersible)
❌ Damage from misuse of the case, incorrect installation, or drilling into the device
❌ Malfunctions resulting from use with incompatible operating systems or older versions
❌ Any failure resulting from the replaceable battery

• Important: No accessory is indestructible. It is the customer's responsibility to determine the suitability of the product for their pet based on its characteristics and to ensure its correct use.

ORDER CANCELLATION OR MODIFICATION

If you have placed an order and it has already been prepared, labeled, and/or shipped from our facilities, it can no longer be canceled or modified.

If you have placed an order and it has not yet been processed, you can cancel it by emailing us as soon as possible to piggydexshop@gmail.com, including your details, order number, and reason for cancellation. Please note that once the order is canceled and we issue a refund, it may take up to 10 business days to receive the refund to your payment method (the processing time will depend on your bank).

If you need to modify your order, please contact us as soon as possible (via email or Instagram) so we can process it for you. If the order has already been prepared, we cannot make any changes to it.

Important: Pre-orders cannot be canceled once placed, as these are custom-made products manufactured specifically for the customer. Once a customer pays for a pre-ordered product, they are bound to purchase and receive the requested order.

*NOTE:

- Remember to never discard the product packaging until you have verified that the product is in perfect condition. Before opening and using the product, please check that it matches your order (model, color, size, etc.). If there is any discrepancy, please file an immediate claim by emailing us at piggydexshop@gmail.com. For size exchanges or returns, products must be returned in the same packaging in which they were received, with all items included in the package.

- The print color of each item may vary slightly from other products in the range due to the use of different fabrics and materials for each item.