SHIPPING, EXCHANGES AND RETURNS POLICY

SHIPPING

Once an order is placed, it may take between 1 and 3 business days to process it and deliver it to our carriers. In the case of products purchased in pre-sale, the expected shipping date will be informed at the time of purchase. You will receive a confirmation email when the order has been shipped and you will be able to track the shipment with the code that you will receive in your email on the carrier's own website. Shipments will not be made on weekends and holidays.

- Shipments to Spain

The products will be sent with GLS, Correos Express or Correos, for Peninsular Spain and the Balearic Islands, and with Correos for the Canary Islands, Ceuta and Melilla.

Shipping costs for Peninsular Spain are €4.50, and the usual shipping time is 24-72 business hours once delivered to the carrier.
For purchases over €40 in Spain Peninsula, shipping will be FREE.

Shipping costs for the Balearic Islands are €5.50 (Post Office, shipping time 3-5 business days), and free for orders of €50 or more.
Shipping costs for the Canary Islands are €9.00 (shipping time 4-7 business days*) and free for orders of €89 or more. The recipient's ID number is necessary.
Shipping costs for Ceuta and Melilla are €5.95 (shipping time 4-7 business days*) and the recipient's ID number is required.

*Ships to the Canary Islands, Ceuta and Melilla usually require customs management, so occasionally delivery times could be longer than the indicated times. PiggyDex is not responsible for any extra charges that may arise if a package is stopped at customs.

- Shipments to Peninsular Portugal

Shipping costs for Peninsular Portugal are €6.10 (shipping time once collected by the carrier 72-96 business hours Correos or GLS).

- Shipments to the rest of Europe

Shipments to Europe may take between 5 and 15 business days depending on destination, once the package is delivered to the carrier. 
You can usually track the shipment on the website of the postal company of the destination country.

Shipping costs depending on destination are:
- Andorra: €4.50
- France: €9.90
- Italy: €11.20
- Germany: €8.10
- Belgium: €10.20
- Netherlands: €9.55
- Austria: €11.00

PiggyDex will not be responsible for any extra charges that may arise if a package is stopped at Customs.

ATTENTION!

>Please note that shipments may be delayed during sales seasons, promotions, Black Friday, Christmas, etc. or due to logistical problems of the transport company or causes of force majeure, beyond our control. However, we will always try to get your package to you as quickly as possible and will actively manage any delays. 

>As a general rule, the transport company will make one or two home delivery attempts (depending on the area and availability). If the recipient is absent and/or the delivery person encounters logistical difficulties or force majeure causes to make the delivery, the package will be deposited at a collection point or a Post Office, close to the indicated address.

>The customer must ensure that they indicate all their details and delivery address correctly at the time of placing the order. If the transport agency returns the package to us due to impossibility of delivery (due to rejection of the package by the customer, incorrect data on their part or inability to locate the recipient), PiggyDex will not be responsible for the expenses incurred and a partial refund will be made, deducting the cost of the return from the price of the product. Initial shipping costs will not be refunded. If the error that makes delivery impossible is attributable to PiggyDex, we are committed to ensuring that the order reaches the customer correctly at no additional cost.

>If in the tracking of your order, your package appears 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, in order to ensure its traceability with the transport company and proceed to locate the recipient. After that time, we will not be able to do anything. All our shipments are certified and are delivered under signature and ID to the recipient or authorized. 

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

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

SIZE CHANGES

At PiggyDex, we want to help you choose the right size for your dog. We provide a Size Guide, and if you have any questions before placing your order, feel free to contact us via email or chat—we’d be happy to advise you!

If, after receiving your order, you need to exchange a harness for a different size, please notify us within 14 calendar days of receipt by emailing piggydexshop@gmail.com. Include your order number, the item you wish to exchange, and the new size you need. We will guide you through the process based on the following conditions:

· Regular-priced harnesses, packs and harness orders using welcome or ambassador codes (-10%) – Mainland Spain

To make the exchange, the customer is responsible for returning the harness. You can ship it using the carrier of your choice (provided the method includes tracking) or request a PiggyDex-managed return label for €4.50. Once we receive the harness and verify it is in perfect condition, PiggyDex will cover the shipping cost for the new size (for Mainland Spain and the first exchange request).

· Sales, Outlet, Black Friday, and special promotions – Mainland Spain

During sales periods, Black Friday, clearance events, Outlet items, charity products, and other promotional campaigns, size exchanges will incur a fee of €7.95 for Mainland Spain; this covers both the return processing and the shipping of the new size.

· Collars and other accessories

The size exchange procedure described above applies exclusively to harnesses. If you need to exchange the size of a collar or another type of accessory, you must process the return according to our return policy and then place a new order for the desired size.

· Other territories outside mainland Spain

If a different size is desired, the product must be returned in accordance with the return policy, and a new order must be placed subsequently.

Item condition: To process an exchange, the product must be in perfect condition—free from signs of use, hair, dirt, odors, or damage—and include its original packaging and all components, so that it can be resold as new. The new harness will not be shipped until the item to be exchanged has been physically received and inspected by PiggyDex.

Exchanges are subject to stock availability. The requested size cannot be reserved indefinitely while the original item is pending return; the original item must be shipped within 14 calendar days of the exchange authorization. After this period, stock availability for the requested size cannot be guaranteed.

Exchanges are limited to a larger or smaller size of the same harness model and type. We do not offer direct exchanges between different models or harness types, nor do we exchange accessories. If you wish to obtain a different model or product, you must process a return and subsequently place a new order.

Exchanges are not available for QR identification tags.

RETURNS

PiggyDex offers you the option to return your order without obligation if you are dissatisfied with the product or encounter sizing issues, provided we are notified of the return within 14 calendar days of delivery. The product must be in perfect, unused condition, free of hair/fur, and in its original packaging. In such cases, the customer is responsible for return costs; these will be deducted from the refund amount once the returned product has been received and verified.

- QR ID Tags:
Returns are not accepted for ID tags, as they require personalization and a personal password. Furthermore, the QR code is tested on both iPhone and Android devices prior to shipment to ensure perfect readability. Notwithstanding the above, PiggyDex has a specific policy for cases where the QR code is difficult to read on certain devices. In such instances, a return will be accepted at the customer's expense, as the issue does not stem from a defect in the QR code itself.

- PiggyTracker Kit - Tracking Device
For reasons of security, privacy, and digital configuration, the PiggyTracker™ cannot be returned due to a change of mind once delivered, except in the event of a verified manufacturing defect. Partial returns of the kit (e.g., returning only the tracker or only the case) are not accepted.

This device:
• May become linked to a personal account (Apple or Android), preventing it from being linked to a new customer's phone.
• The QR case requires personalization and a personal password, making it impossible to reuse for another person. • It is impossible to verify with certainty whether a device has been activated, configured, or tampered with, even if it is returned looking "new."

Therefore, we do not accept returns of devices that have been opened, tampered with, or registered, even if they are in good condition. All PiggyTrackers™ leave our warehouse tested and fully functional. If you experience any technical issues, we will be happy to assist you. Should a manufacturing defect be confirmed, we will arrange for a replacement.

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

For returns from mainland Spain and the Balearic Islands, PiggyDex will arrange the return label, which will be provided to the customer once the return request has been received and accepted (unless the customer prefers to handle the return themselves). Under no circumstances will we be held liable for items lost during transit.
Returns from the Canary Islands, Portugal, and other European countries must be managed by the customer. We recommend choosing a shipping method with a tracking number to ensure traceability, as we cannot be held responsible for lost or delayed packages.

Once the returned product is received at our facilities, it will be inspected. If it is complete and in perfect condition (new, with tags, and showing no signs of use or pet hair), we will refund the price of the purchased product(s), deducting the return cost—€5.50 for mainland Spain and the Balearic Islands. Initial shipping costs will not be refunded. 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 entirely. Once the returned product has been inspected and the return accepted, the refund will be issued to the original payment method used for the purchase, and the customer will receive a refund notification email. Depending on the banking institution, it may take up to 10 business days after the refund is processed for the amount to appear on the customer's payment method.

Items purchased as part of bundles, "3-for-2" promotions, "second item at 50% off" offers, or similar deals are subject to a special return policy. If a partial return is made for an item purchased under these conditions, the applied promotion will be voided, and the relevant items will be charged at their original price.

If a customer requests a full return after a size exchange has been processed—where PiggyDex covered the cost of shipping the requested size—both the return shipping fee (€5.50) and a... will be deducted from the refund amount.

DEFECTIVE PRODUCT

At PiggyDex, we meticulously check every order we prepare to ensure it reaches the customer in perfect condition. If, despite this, you notice a defect or shipping-related damage upon receiving the package, please contact us as soon as possible (and always within the first 7 calendar days of receipt) at piggydexshop@gmail.com, attaching photos of the damaged product. Once the damage has been reviewed and assessed, and where applicable, we commit to either replacing the defective product with a new one or issuing a partial or full refund, depending on the situation; PiggyDex will cover the shipping costs.

If the product defect is due to improper handling by the customer, failure to follow care instructions, or normal wear and tear, neither a refund nor a replacement will be provided.

Regarding QR ID tags, we verify and ensure the proper functioning of the code on every tag immediately before it leaves our warehouse (a double-check is performed using both iPhone and Android devices). Returns or replacements will not be accepted for issues caused by improper handling by the customer, problems specific 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.

Regarding the PiggyTracker, if you have questions about its operation after carefully reading the instructions, you can contact us via email or Instagram DM. We would be happy to assist you with the pairing process or resolve any issues. If the problem persists after properly applying the suggested solutions, we will arrange for the product to be returned so we can inspect it at our facilities. If the device has a genuine manufacturing defect, we will replace it at no cost or issue a refund, as appropriate. If, upon inspection, we confirm that the device is damaged due to customer misuse or water damage, or if we verify that it functions correctly and the issue stems from customer misuse or configuration, we reserve the right to refuse a refund, issue a partial refund, or return the product to the customer, with the customer bearing the new shipping costs.

• Claims regarding malfunctions will not be accepted if the product has been handled incorrectly.
• Any attempt to pair the device that does not follow the instructions may render it unusable.
• Claims regarding QR scanning issues caused by the user's phone will not be accepted.
• Claims regarding a forgotten personal password for the QR tag will not be accepted.

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

❌ Damage caused by impacts, drops, or improper handling
❌ Damage caused by moisture or water (although the device is IP67-certified freshwater resistant, it is not submersible)
❌ Damage caused by misuse of the tag, incorrect installation, or puncturing the device
❌ Failures resulting from use with incompatible operating systems or outdated versions
❌ Defects or failures of the CR2032 battery included in the kit.

- Important: No accessory is indestructible; it is the customer's responsibility to determine the product's suitability for their pet based on the pet's characteristics and to ensure the dog uses it correctly. Our products are suitable and durable for standard daily use.

ORDER CANCELLATION OR MODIFICATION

If you have placed an order and it has already been prepared, labeled, and/or has left our facilities, it can no longer be cancelled or modified. If you have placed an order that has not yet been processed, you can cancel it by emailing us as soon as possible at piggydexshop@gmail.com, providing your details, order number, and the reason for cancellation. Please note that once the order is cancelled and we have issued the refund, it may take up to 10 business days for the funds to appear in your payment account (the exact timeframe depends on your bank).

If you need to modify your order, please contact us as soon as possible (via email or Instagram) so we can handle the request. If the order has already been prepared, we will be unable to make any changes to it.

Important: Pre-orders cannot be cancelled once placed, as these products are ordered and manufactured on demand specifically for the customer. Once a customer pays for a pre-order item, they enter into a binding agreement to purchase and accept the requested order.

 

*NOTE:*
- Please do not discard the product packaging until you have confirmed that the items are in perfect condition. Before opening and using the product, please verify that it matches your order (model, color, size, etc.); if there are any issues, please file a claim immediately by emailing us at piggydexshop@gmail.com. To exchange a size or make a return, products must be sent back in the original packaging in which they were received, including all items originally in the package.
- The print color on each item may vary slightly from other products in the range due to the use of different fabrics and materials for each item.