Frequently Asked Questions
Frequently asked questions
Everything you might want to know before (and after) you order. Can't find your answer? Email us at [[OWNER: legal entity · KVK · BTW/VAT · registered address (not a visiting address) · phone · support email]] — a real person replies within 1 business day. 🐾
Shipping & delivery
How much is shipping?
Shipping across the EU is free on every order over €50. Below that, a small flat fee of €4.95 is shown at checkout before you pay. No surprises at the door.
How long will my order take?
Typical delivery is around 6–12 working days within the EU, depending on your country and the product. We don't promise next-day delivery, because we'd rather set an honest expectation and meet it than over-promise and let you down. Your confirmation email will always include the details for your specific order.
Will I be able to track my order?
Yes — every order ships tracked. As soon as it's on its way, we'll email you a tracking link so you can follow it right to your door.
Which countries do you ship to?
We ship across the European Union. A small number of destinations aren't currently serviceable at a fair shipping cost, so they're not available at checkout — if your country isn't listed, that's why. We're working on widening our reach.
Returns & exchanges
What's your returns policy?
You have 30 days from delivery to return an item you're not happy with. Items should be unused and in their original condition and packaging. Once your return reaches us and passes a quick check, we refund you to your original payment method within 14 days — with no restocking fee.
Who pays for return shipping?
For a change-of-mind return, you arrange and cover the cost of sending the item back to us. If an item arrives faulty, damaged or incorrect, that's on us — we'll cover the return and sort out a replacement or refund. Just email us first so we can help.
Tracking devices
How do dog trackers actually work?
Different trackers use different technology, and the right one depends on how and where your dog roams. In general:
- GPS / 4G trackers use satellites plus a mobile network to show your dog's live location over long distances — best for dogs who really range. These usually need a small SIM/subscription.
- Bluetooth trackers work over short range (roughly your home, garden or street) and rely on a nearby phone network to help locate the tag — great for “where did the collar end up” rather than a dog running across a field.
- Phone compatibility (iOS vs Android) varies by device — some pair with a dedicated app, others plug into your phone's built-in finding network. Each tracker's product page states exactly what it needs.
We'll always spell out the technology, phone compatibility and any subscription on the product page itself — no jargon, no surprises.
Sizing & fit
How do I choose the right size?
Measure your dog before you order — breed names alone aren't reliable. For harnesses and collars, the key measurements are usually neck and chest girth (the widest part behind the front legs). Every product page includes a size guide with exact measurements. If you're between sizes or unsure, email us your dog's measurements and we'll recommend the right fit.
Payment & security
Is it safe to pay on your site?
Yes. Checkout runs over an encrypted, secure connection, and payments are handled by trusted, PCI-compliant providers — we never see or store your full card details. You'll see the available payment methods at checkout.
Is WilderPaw a real, registered business?
We are. Our full business and contact details are on our Legal notice page, and we're a young brand that would rather earn your trust honestly than pretend to be older or bigger than we are.
— Team WilderPaw 🐾