Shipping policy

Shipping Policy

This document outlines the shipping terms applicable to all orders placed via www.nanipets.com, a website operated by Nani - Fatti per stare insieme, which is headquartered in Switzerland.

We have chosen Swiss Post as our shipping partner, a conscious decision that enables us to keep costs down for our customers while providing a reliable, traceable and widespread service in Switzerland and abroad.
Our philosophy is reflected in this choice: it is essential, concrete and consistent.

1.Processing times

Orders are usually dispatched to Swiss Post within 1–2 working days of payment confirmation.
Orders placed at weekends or on Swiss public holidays are processed from the next working day.

Please note that Swiss Post does not deliver or collect on Saturdays, Sundays or public holidays. Therefore, delivery times only apply to working days.

As soon as the parcel has been dispatched, the customer will receive a confirmation email containing the tracking code.

2. Shipping to Switzerland

Orders shipped to Switzerland are sent by Priority Mail.
Delivery takes approximately one to two working days.

Shipping costs:

• Shipping is free for orders equal to or above CHF 120. For orders below this amount, shipping costs are at the customer’s expense. For small orders containing only items such as carabiners or necklaces, a fixed fee of CHF 5.00 applies.
  

3. Shipping within the European Union

Shipments to EU countries are sent via Priority International Mail.

Delivery times generally range from three to ten working days, depending on the destination.

Shipping costs:

• Orders below 120 EUR: shipping costs are at the customer’s expense, starting from CHF 20.00;
• Orders equal to or above 120 EUR: free shipping.

Shipments to the EU are carried out under DAP (Delivered at Place) terms.
This means that customs duties, import VAT and clearance fees are payable by the recipient.
To ensure greater transparency, we have created an information document available on our website in the “Taxes and duties for international orders” section, with concrete examples of estimated customs costs for orders shipped to Italy and France.

4. International shipments (non EU-countries)

Shipments to countries outside the European Union are sent via Swiss Post Priority Plus.
Depending on the destination and local logistical conditions, delivery times vary between 6 and 20 working days.

Prices and terms:

• Shipping costs are calculated according to weight and final destination;
• We invite customers to contact us prior to purchase to receive a customised quote;
• Shipments to non-EU countries are carried out under DAP (Delivered at Place) terms.
  Any customs duties, import VAT and clearance fees are the responsibility of the recipient.
  For further details, please refer to the “Taxes and duties for international orders” section available on our website.

The following countries are not included

Due to geopolitical restrictions, international embargoes or unsafe logistical conditions, Swiss Post currently do not ship internationally to the following countries:

• Russia, Belarus, Ukraine;
• Iran, North Korea, Syria, Afghanistan;
• Somalia, South Sudan, Yemen, Venezuela, Haiti.

If you would like to place an order for delivery to one of these countries, please email us at info@nanipets.com.
We will check the possibility of shipping via alternative couriers and offer you a customised solution.

5.Tracking

All orders include tracked shipping.

You will receive the tracking code by email as soon as the parcel is handed over to the courier.

6.Packaging

Each item is packaged in an embroidered satin bag, which is the perfect example of measured simplicity and the hallmark of products made with care.

7.Gift orders and customised messages

You can request that your order is sent without any documents containing the price inside the package.

To do so, please send an email within a few hours of confirming your order to:

• mail: info@nanipets.com;
• Object: gift - (order number).

In the text of the email, please provide the following information:

• Order number;
• Name and surname;
• A personalised message of up to 300 characters, to be printed and inserted into the package.

The message will be printed on paper and placed in a white envelope.

For shipments outside of Switzerland, international customs regulations stipulate that the contents and commercial value of items being shipped must be declared on the outside of the box.

This information is required by law and cannot be removed or altered, even in the case of a gift.

Alternatively, we can package your order discreetly, without including the price inside the parcel, and accompany it with an elegant message.

8. Rejection or non delivery of the parcel

In the event of an incorrect address, non-collection or refusal of delivery, the package will be returned to the sender.

In these cases:

• The refund will only cover the value of the products that are actually returned;
• We will deduct the original postage and return costs;
• In the event of a refused delivery by the recipient in EU or non-EU countries, any customs duties or import taxes already paid will not be refunded.

To receive the order again, the customer can request a new shipment, provided they cover the relevant costs.

9. Amendments or cancellations

You can request a change or cancellation of an order up to two hours after purchase confirmation by writing to: support@nanipets.com. Unfortunately, we cannot make changes to orders that are already being processed or shipped.

Final note

We are a small, independent craft business. Every order is the result of the hard work of people who believe in the beauty of simplicity, achieved through careful attention to detail and genuine care.

The satisfaction of our customers is very important to us because each of our accessories is designed to celebrate the silent and profound bond between a dog and their owner.

If you have a special request or any questions about shipping, please do not hesitate to contact us. We will always find a solution with the same care that we put into every detail.

e-mail:

• info@nanipets.com
• support@nanipets.com (for requests concerning orders already placed)