How long does shipping take?

Orders are processed within 1–3 business days. Delivery takes 5–10 business days in Europe and 10–15 business days internationally.

Which carriers do you use?

We ship via PostNL, DHL, and AliExpress Standard Shipping / Cainiao / YunExpress depending on your location.

How do I track my order?

You will receive a tracking number by email after dispatch. Allow 2–5 business days for tracking to activate. You can also track your order at motivepet.com/pages/track-order.

Are there customs duties or import taxes?

EU orders include VAT. Orders under €150 from outside the EU may have import VAT. Orders of €150 or more may have customs duties, which are the customer's responsibility.

Shipping Policy

Q: Do you ship internationally?

Yes, we ship to 40+ countries across Europe and internationally.

At MotivePet, we are committed to delivering your order safely and transparently. Please read our full shipping policy below.

🕐 Processing Time

All orders are processed within 1–3 business days after payment confirmation (excluding weekends and public holidays). You will receive a confirmation email once your order has been dispatched.

🚚 Carriers & Delivery Times

We ship via trusted regional and international carriers depending on your location and the product. Carriers include:

PostNL – Netherlands and EU deliveries
DHL – EU and international deliveries
AliExpress Standard Shipping / Cainiao / YunExpress – orders fulfilled from our international warehouses

Estimated delivery times after dispatch:

Europe: 5–10 business days
International (outside EU): 10–15 business days

Delivery times are estimates and may vary due to carrier delays, customs processing, or peak periods. Delivery dates are not guaranteed.

📦 Order Tracking

Once your order ships, you will receive an email with your tracking number. Please allow 2–5 business days for tracking information to update in the carrier's system.

You can track your order at any time using our Track My Order page or directly via the carrier's website.

If your tracking has not updated after 7 days, please contact us at support@motivepet.com.

🌍 Customs, Import Duties & VAT

We ship to 40+ countries across Europe and internationally. Here is what you need to know about taxes and customs:

EU orders: All prices include EU VAT. No additional charges at delivery.
Orders under €150 from outside the EU: May be subject to import VAT upon arrival in your country.
Orders of €150 or more from outside the EU: May be subject to customs duties and import taxes. These charges are the responsibility of the recipient and are not included in our prices.

MotivePet is not responsible for delays caused by customs processing. If you are unsure about your country's import regulations, we recommend checking with your local customs authority before ordering.

📬 Multiple Shipments

If your order contains multiple items, they may ship separately from different warehouses. You will receive a separate tracking number for each shipment.

📍 Incorrect Address

Please ensure your shipping address is correct at checkout. MotivePet is not responsible for orders shipped to an incorrectly provided address. If you notice an error, contact us immediately at support@motivepet.com — we can only make changes before the order is dispatched.

❗ Lost or Damaged Orders

If your order arrives damaged or does not arrive at all, please contact us within 7 days of the expected delivery date with your order number and photos (if applicable). We will work with you to resolve the issue as quickly as possible.

Last updated: May 2026