SHIPPING POLICY
TOMMY & KAI
Last Updated: February 08, 2026
At TOMMY & KAI, we are committed to delivering your pet supplies quickly and safely. This Shipping Policy outlines our shipping practices, delivery times, costs, and procedures.
By placing an order on our website, you acknowledge and agree to the terms set forth in this Shipping Policy.
1.1. We currently ship to the following locations:
· Belgium
· UK, All EU countries & regions
· Internationally outside the EU, on request]
1.2. We do not ship to P.O. boxes. Please provide a physical street address for delivery.
1.3. Certain remote or hard-to-reach areas may be subject to additional delivery time or fees. We will inform you of any such restrictions before confirming your order.
1.4. We reserve the right to refuse shipping to specific locations if our courier partners cannot guarantee safe delivery.
2.1. Orders are processed Monday through Friday, excluding Belgian public holidays.
2.2. Standard processing time:
· Orders placed before 4:00 PM: processed the same business day
· Orders placed after 4:00 PM: processed the next business day
· Weekend and holiday orders: processed the next business day
2.3. During peak periods (holidays, sales events), processing times may be extended to 2-3 business days. We will notify you of any delays.
2.4. You will receive an order confirmation email immediately after placing your order, followed by a shipping confirmation email with tracking information once your package has been dispatched.
3.1. We partner with reliable courier services including e.g., bpost, DPD, PostNL, DHL, etc. to ensure your orders arrive safely.
3.2. Estimated delivery times (from dispatch):
|
Destination |
Shipping Method |
Estimated Delivery Time |
|
Belgium |
Standard Shipping |
2-4 business days |
|
Belgium |
Express Shipping |
1-2 business days |
|
[EU Countries] |
Standard International |
[e.g., 5-10 business days] |
|
[Rest of World] |
International Shipping |
[e.g., 10-20 business days] |
3.3. Delivery times are estimates only and may vary due to factors beyond our control, including courier delays, customs clearance (for international orders), weather conditions, or unforeseen circumstances.
3.4. Delivery times do not include processing time. Total delivery time = processing time + shipping time.
3.5. Saturday, Sunday, and public holiday deliveries may be available for an additional fee in certain areas. Please contact us for more information.
4.1. Shipping costs are calculated based on:
· Delivery destination
· Package weight and dimensions
· Selected shipping method (standard or express)
4.2. Shipping costs will be clearly displayed during checkout before you complete your purchase.
4.3. Current shipping rates:
|
Destination |
Order Value |
Shipping Cost |
|
Belgium |
Under €[amount, e.g., 50] |
€[amount, e.g., 5.95] |
|
Belgium |
Over €[amount] |
FREE |
|
Belgium (Express) |
Any amount |
€[amount, e.g., 9.95] |
|
[EU Countries] |
Under €[amount] |
€[amount] |
|
[EU Countries] |
Over €[amount] |
€[amount] or FREE |
4.4. Free shipping promotions may be offered from time to time. Terms and conditions will be specified at the time of the promotion.
4.5. All shipping costs include applicable VAT.
5.1. Once your order has been dispatched, you will receive a shipping confirmation email containing:
· Tracking number
· Link to track your package
· Name of the courier service
· Estimated delivery date
5.2. You can track your package in real-time using the tracking number provided.
5.3. If you do not receive tracking information within 24 hours after your order confirmation, please contact us at tommynkai@gmail.com.
6.1. Packages are delivered to the shipping address you provide during checkout. Please ensure the address is complete and accurate.
6.2. Signature may be required upon delivery, depending on the courier service and package value.
6.3. If you are not available at the time of delivery:
· The courier will leave a notice with instructions for redelivery or collection
· You may be able to redirect the package to a nearby pickup point
· Packages not collected within the specified timeframe will be returned to us
6.4. Once delivered to your specified address or collected from a pickup point, the risk of loss or damage transfers to you.
6.5. If you provide an incorrect or incomplete address and the package is returned to us, you may be charged for reshipping costs.
7.1. For orders shipped outside Belgium, the following additional terms apply:
7.2. Customs and Import Duties:
· International shipments may be subject to customs clearance procedures and import duties/taxes in the destination country
· You (the customer) are responsible for all customs duties, import taxes, and any other charges levied by your country
· These charges are not included in our product prices or shipping costs
· Customs processing may cause delivery delays beyond our estimated delivery times
7.3. We are required to declare the full value of goods on customs forms and cannot mark items as "gifts" or undervalue shipments.
7.4. If a package is refused or abandoned due to unpaid customs fees, it will be returned to us, and you will not receive a refund for shipping costs.
7.5. Some products may be restricted or prohibited in certain countries. It is your responsibility to ensure that the products you order can be legally imported into your country.
8.1. Certain products may have shipping restrictions:
· Perishable items (e.g., fresh pet food, treats with limited shelf life) may not be eligible for international shipping or extended delivery times
· Hazardous materials or items regulated by transport authorities may have special shipping requirements
· Large or bulky items may require special handling and additional shipping fees
8.2. If your order contains restricted items, we will contact you before processing the shipment.
9.1. If the courier is unable to deliver your package after 2 delivery attempts, the package will be held at a local depot or pickup point for 7 days.
9.2. You will be notified by the courier with collection instructions.
9.3. If the package is not collected within the specified timeframe, it will be returned to TOMMY & KAI.
9.4. Packages returned to us due to failed delivery or refusal to collect may be subject to a restocking fee and/or shipping charges if reshipped.
10.1. Lost Packages:
If your tracking information shows that your package was delivered but you did not receive it, please:
· Check with neighbors or building reception
· Verify the delivery address
· Contact us within 48 hours at tommynkai@gmail.com
We will investigate with the courier and provide a resolution (replacement or refund) if the package is confirmed lost.
10.2. Damaged Packages:
If your package arrives damaged:
· Do not accept the delivery if the outer packaging is visibly damaged, or accept it with written reservations noted on the delivery receipt
· Take photos of the damage (both outer packaging and contents)
· Contact us immediately at [contact email] with your order number and photos
· Keep all packaging materials until the claim is resolved
We will arrange for a replacement or refund once the damage claim is verified.
10.3. Claims for lost or damaged packages must be made within 1 day of the expected delivery date or receipt of goods.
11.1. Order Cancellation:
You may cancel your order before it has been dispatched by contacting us at [contact email]. Once an order has been shipped, it cannot be cancelled, but you may return it in accordance with our Returns Policy.
11.2. Address Changes:
If you need to change your delivery address, please contact us as soon as possible at tommynkai@gmail.com. We can only modify the address before the order is dispatched. Once shipped, address changes must be arranged directly with the courier, which may incur additional fees.
12.1. TOMMY & KAI is not liable for delays or failures in delivery caused by events beyond our reasonable control, including but not limited to:
· Natural disasters, severe weather, or other acts of God
· Strikes, labor disputes, or courier service disruptions
· War, terrorism, or civil unrest
· Government restrictions or regulations
· Pandemics or public health emergencies
· Technical failures or cyber attacks
12.2. In such cases, we will make reasonable efforts to notify you and provide alternative solutions where possible.
13.1. If you require special handling (e.g., temperature-controlled shipping for sensitive pet products, fragile item handling), please contact us before placing your order.
13.2. Special handling requests may incur additional fees and extended delivery times.
13.3. We will do our best to accommodate special requests but cannot guarantee availability in all cases.
14.1. You are responsible for:
· Providing accurate and complete shipping information
· Being available to receive deliveries or arranging alternative collection
· Inspecting packages upon delivery for visible damage
· Paying applicable customs duties and import taxes for international orders
· Complying with import regulations in your country
15.1. Shipping information (name, address, phone number) is shared with our courier partners solely for the purpose of delivering your order.
15.2. We process your data in accordance with our Privacy Policy and applicable data protection laws (GDPR).
15.3. For more information on how we handle your personal data, please refer to our Privacy Policy.
If you have any questions about our Shipping Policy or need assistance with your order, please contact us:
Email: tommynkai@gmail.com
Phone: [contact phone number]
Customer Service Hours: Monday-Friday, 9:00 AM - 6:00 PM CET
Address: [complete business address]
17.1. TOMMY & KAI reserves the right to update or modify this Shipping Policy at any time without prior notice.
17.2. Any changes will be posted on our website with a revised "Last Updated" date.
17.3. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.
17.4. The Shipping Policy in effect at the time you place your order will apply to that order.
Thank you for choosing TOMMY & KAI for your pet supply needs!