1) What “business days” mean

  • Business days: Monday–Friday, excluding public holidays.

  • Processing time: 1-2 business days before dispatch. Order day counts as Day 0.

2) Free shipping

  • Free delivery to standard service areas in Europe & Japan.

  • Remote areas excluded (e.g., Hokkaido, Japan). Remote-area surcharges may apply and will be shown at checkout.

3) Estimated delivery times (after dispatch)

  • Japan (mainland): 3-5 business days

  • Most EU destinations (e.g., Germany, France, Netherlands, etc.): 15-21 business days

  • Remote areas: add 3-5 business days to the above estimates.

Notes

  • Estimates are not guarantees; weather, customs, and carrier constraints may affect timelines.

  • Large or multi-box orders may ship in separate parcels.

4) Couriers & tracking

  • We automatically select the fastest, most reliable carrier available at your address.

  • A tracking number is provided once your order ships. Use the carrier’s site/app to follow your parcel.

5) Address changes & missed delivery

  • Before dispatch: contact support to update your address.

  • After dispatch: changes or re-routing are handled by the carrier and may incur fees.

  • If you’re away, use carrier options (reschedule, pick-up point, authorize a neighbor/signature release where available).

6) Duties & taxes

  • Unless stated otherwise at checkout, shipping to your country may be DDP (duties/taxes included) or DDU (duties/taxes collected on delivery) depending on the lane. The checkout page will clearly show the applicable model and any charges.

7) Damaged, lost, or tampered parcels

  • If the outer carton is visibly damaged, refuse delivery and contact us immediately.

  • For suspected loss/damage, contact the carrier with your tracking number and notify us so we can assist with an investigation or claim.

  • Keep all packaging/materials until the case is resolved.

8) Remote areas

  • Free shipping does not apply to designated remote areas (e.g., Hokkaido, Japan).

  • A surcharge will be displayed at checkout; delivery times may be longer.

9) Changes & disclaimers

  • Shipping options, charges, and timelines may change due to carrier pricing, peak seasons, or force majeure (e.g., severe weather, strikes, unrest).

  • We aim to keep this page accurate and will update it as needed without separate notice.

10) Need help?

  • Email: support@shopcatdog.com

  • We’re happy to confirm serviceability and ETA for your exact postcode before you order.