Shipping Policy

Effective Date: June 25, 2026

Welcome to 2N PET FOODS INTERNATIONAL S.à r.l. (2npet.com). We are committed to delivering our high-quality pet food products to your doorstep safely and efficiently.

This Shipping Policy outlines our shipping procedures, estimated delivery times, costs, and terms. By placing an order on our website, you agree to the conditions detailed below.

1. Shipping Destinations

We proudly ship our products from our central facilities in Luxembourg.

Domestic Shipping: Full coverage across Luxembourg.
International Shipping: We ship to select countries within the European Union (EU).
Exclusions: We currently do not ship to P.O. Boxes, military addresses (APO/FPO), or destinations outside the European Union.

2. Order Processing Times

All orders are processed and packed Monday through Friday, excluding Luxembourg public holidays.

Standard Processing: Orders are typically processed within 1 to 2 business days.
Cut-off Time: Orders placed after 14:00 (GMT+1) on Friday or during the weekend will be processed starting the following Monday.
High-Demand Delay: During peak seasons, holidays, or promotional events, processing times may extend by an additional 1 to 2 business days. We will notify you via email if your shipment faces significant delays.

3. Shipping Rates and Delivery Estimates

Shipping costs and delivery times depend on the destination country and the total weight of your package. Exact rates are calculated automatically at checkout.

Destination	Estimated Delivery Time	Shipping Cost	Free Shipping Threshold
Luxembourg	1 – 2 Business Days	€4.99	Free over €49.00
Neighboring Countries (DE, FR, BE)	3 – 5 Business Days	€8.99	Free over €79.00
Rest of the European Union	5 – 8 Business Days	€14.99	Free over €120.00

Please note that delivery timelines are estimates provided by our courier partners and are not strictly guaranteed.

4. Tracking Your Shipment

Once your order has been packed and handed over to our courier partner, you will receive a shipping confirmation email.

Tracking Number: The email will include a tracking number and a link to the courier’s tracking portal.
Activation: It may take up to 24 hours for the tracking status to update and show active progress on the carrier’s website.

5. Delivery Methods and Courier Partners

To ensure the freshness and integrity of our pet food products, we partner with reliable regional courier networks, including DHL, DPD, Post Luxembourg, and Chronopost.

Signature Required: For large bulk orders or high-value shipments, a signature may be required upon delivery.
Safe Drop: If you authorize the courier to leave the package unattended on your property (e.g., at your doorstep or with a neighbor), 2N PET FOODS INTERNATIONAL S.à r.l. cannot be held liable for subsequent theft, loss, or weather damage.

6. Incorrect or Incomplete Addresses

Customers are responsible for providing accurate and complete shipping information during checkout.

Address Corrections: If you notice an error in your address, please contact us immediately at halcy@2npet.com or call +(352)27 993471. We can only modify details before the order is dispatched.
Returned Packages: If a package is returned to our warehouse due to an incorrect address, insufficient delivery details, or repeated failed delivery attempts, the customer will be responsible for the cost of re-shipping the order.

7. Customs, Duties, and Taxes

Within the EU: Since we ship from Luxembourg to countries within the European Union, no additional customs duties apply. All prices displayed on our website are inclusive of applicable Value Added Tax (VAT).
Exceptions: If your shipping address is located in a specialized tariff zone or territory within the EU that requires custom documentation, any additional local processing fees or import taxes are the sole responsibility of the customer.

8. Lost, Missing, or Damaged Packages

We take extreme care in packaging our pet food to prevent damage. However, issues may occasionally arise during transport.

Damaged Packages

If your package arrives visibly broken, torn, or damaged, please:

Document the damage immediately by taking clear photographs of the box and the contents.
Accept the package but note the damage with the courier driver, or refuse the package if the pet food is exposed or spoiled.
Contact our customer support at halcy@2npet.com within 48 hours of delivery with your photos and order number.

Missing Packages

If your tracking status shows “Delivered” but you have not received your package:

Check your mailbox, porch, garage, and check with your neighbors.
Contact the local courier office directly using your tracking number.
If the package remains missing after 3 business days from the marked delivery date, contact us so we can open a formal investigation with the carrier.

9. Order Cancellations

If you need to cancel your order, you must request it before the order enters the fulfillment stage. Please email us at halcy@2npet.com with the subject line “URGENT CANCELLATION” along with your order number. Once an order has been shipped, it cannot be canceled, and you must follow our standard physical return process outlined in our Refund and Returns Policy.

10. Contact Information

For any questions, concerns, or inquiries regarding your shipment, please contact our logistics team:

Company Name: 2N PET FOODS INTERNATIONAL S.à r.l.
Website: 2npet.com
Email Contact: halcy@2npet.com
Phone Contact: +(352)27 993471
Mailing Address: 37 Route de Kayl, L-3514 Dudelange, Luxembourg