Shipping & Returns

PLEASE NOTE:

Couriers and postal services have been overwhelmed with a high volume of packages and backlog, causing delays with delivery times. While we are working closely with our shipping partners, once packages are with the shipper, there is little we can do to expedite or change your order. To track your orders, check the shipper’s tracking service for the most up-to-date information.

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Shipping
Returns & Cancellations

Shipping

We do our best to make our customers happy and will be glad to help you make changes to your order up until the moment it has been shipped from our Germany warehouse.

Please note that while we can make shipping address changes, we can’t make changes to your billing address or carrier option. Tracking information is e-mailed within 12 hours of orders being handed to the relevant shipper.

We ship all around Europe. At checkout, the shipping options for your area will be calculated.

Backorders

Due to high demand, some of our products may be on backorder. Once stock is available, pre-orders will be shipped within 14 business days. When your order has been scanned by the shipping service you have chosen, you will receive your tracking number by email.

Taxes and Duties

For shipments outside of the EU, taxes and duties will be charged (country government fees). Couriers will charge a fee of approximately USD $15. You will likely be required to pay these fees when you pick up your order at your post office or customs office. United States customers are not charged import duties for orders under USD $800.

Lost or Stolen Products

Package lost or stolen? We’re sorry to hear it. Many items are found within a couple of days. Here are some things to try…

Verify that the shipping address used by the carrier is correct
Look around the delivery area like back doors, behind bushes, etc.
Check with neighbors and household members
Check for a notice of attempted delivery

If all that fails and you still cannot find your package, please contact us at ciao@fluent.pet with your order information and tracking number. For a stolen delivery, we recommend the incident be reported to your local authorities.

Shipping Inquiries

Nearly all kits arrive by or before the estimated delivery date, although some are delivered after. If your kit has not arrived on the estimated date, we ask that you hold on for an additional 7 days before contacting ciao@fluent.pet. Once this time has elapsed, we will initiate an investigation into your order’s progress and whereabouts.

Returns & Cancellations

Your order can be cancelled right up until the moment it ships. Once it has left the warehouse, however, it is literally out of our hands.

To cancel, email ciao@fluent.pet and our customer service team will be happy to help. Inquiries are typically answered within 24-48 hours. Please check your spam folder if you don’t see a response from us..

For orders that have already been shipped, you may return products that have been verified unopened within 45 days of delivery or purchase (whichever is later) for a refund less original shipping costs.

You will be responsible for paying return shipping costs.

Opened kits and other products are not eligible for refunds or returns. For the safety of our learners and their parents, we cannot accept returns on opened or used products as they can't be resold.

To initiate a return or cancellation, please contact us at ciao@fluent.pet and include your order number.

Please Note: We will answer your e-mail in 24 - 48 hours. If you don't receive a response, please check your SPAM folder.