Shipping

Shipping days

To ensure that live animals are delivered before the weekend, we only send them between Monday and Thursday.

As soon as payment has been confirmed, your order will be shipped via DHL, DHL Express or UPS. On the day of shipment, you will automatically receive an e-mail with the shipment number. For shipments via DHL Express, we will also send you an SMS. This message gives you the opportunity to adjust your DHL Express parcel, for example to change the delivery address or organize delivery to a neighbor.

Shipping partner

Shipping process

To keep everything fair, we process orders chronologically – whoever orders first gets their package first. We then use DHL Express and UPS Express Saver for pet transportation, as these guarantee delivery the following day – an ideal option for buying a pet!

Both service providers are aware that we ship living creatures and therefore treat your parcels with special care. You can be sure of a live arrival with us and this guarantee is already included in the shipping costs. If you are unable to accept the parcel, another delivery attempt will be made on the following working day. After a total of two unsuccessful delivery attempts, the parcel will be returned to us. It is important that you accept the parcel to ensure problem-free shipping. If it is necessary to resend the parcel, additional shipping costs will be charged to you.

We offer DHL parcel shipping for our accessories. This usually takes 1-3 working days, but can take up to two weeks in exceptional cases. This option is particularly cost-effective for shipping accessories.

The shipping costs vary depending on the size and weight of the products ordered and are calculated dynamically. Even if we check our prices conscientiously, there may be deviations in the shipping costs. If the actual shipping price is lower than stated, we will of course only charge you the lower amount and ship your order without further inquiry. However, if the actual shipping costs are higher, we will contact you and clarify whether the order will remain as it is.

Parcel delivery to a Packstation

To have an order delivered to a Packstation, you first start by registering with the Packstation of your parcel service provider, such as DHL. This registration is done online via the provider’s website, where you will receive a customer number and a PIN, which are required to use the Packstation.

As soon as you order something from us, enter the address of the desired Packstation instead of your home address. You can find this on the parcel service provider’s website. In addition to the address of the Packstation, it is also important to enter your personal postal number, which you received when you registered.

Once the order has been placed, you can track the delivery online. As soon as your parcel arrives at the Packstation, you will be notified by text message or email. With this notification, go to the specified Packstation and follow the instructions on the screen. There you have to enter your customer number and PIN or scan a QR code that you received in the notification.

Please note that the exact processes and requirements may differ depending on the parcel service provider, so it is advisable to check the respective website.

Transport damage

In rare cases, the delivery may be damaged during transportation. Don’t worry, the parcels are insured by us and we will send you a new one. Unfortunately, it won’t help if you write an e-mail to Insektenliebe, as we as the shipper cannot forward a complaint to DHL, not even with photos that you send us.

To ensure that the parcel insurance pays for the damaged parcel in full, you must proceed as follows:

• If you recognize the transport damage upon delivery, you should refuse acceptance. It is important that you record that you have not accepted the parcel due to external damage.
• Often everything is fine on the outside, but the contents of the parcel have been damaged due to poor handling. In this case, you should fill out a damage report form, which can be downloaded from the UPS or DHL website, within seven days. You then hand in the form, all packaging contents such as padding film and the damaged parcel at a post office, which is then sent to the packaging inspection center.