Help Center
Answers on our products, orders, shipping and care — plus the fastest way to reach a real person.
Orders & shipping
Which countries do you ship to?
We currently serve major countries across Europe and Asia, plus parts of North America (selectable at checkout). If your address isn't on the list yet, email us and we'll help evaluate it.
How is shipping calculated, and how long does it take?
Shipping is calculated automatically at checkout. We review and dispatch your order within 1 business day. Delivery time depends on which warehouse ships your item:
- From our Germany warehouse: approx. 3–5 business days
- From our China warehouse: approx. 7–11 business days
Each product page shows the estimate for that specific item.
Is shipping free within Germany?
Yes — all orders within Germany ship free of charge, with no minimum order value. For destinations outside Germany, the shipping cost is calculated and shown at checkout before you pay.
Returns & warranty
14-day no-reason returns
Within 14 days of receiving the goods you can return them without giving a reason. You may inspect the product as you would in a shop — the packaging may be opened for that purpose. You are only liable for any loss in value caused by handling beyond what is necessary to check the product's condition. You can use our withdrawal form or simply email us. Return shipping is paid by the buyer.
How do I request a return?
Fastest way: sign in to your customer account, open the order and request a return there. Every request is reviewed by us individually — you'll get an email as soon as it's approved. Alternatively, just email us.
12-month warranty
Every unit carries a 12-month warranty. If something breaks under normal use, contact us and we'll arrange a repair or replacement.
Product care & setup
Setup guides and care tips live on each product page. For the water fountain, litter box and feeder, see the quick-start in the box and our Pet Care Notes blog.
Still need help?
Email support@opulpet.com — we reply within 1 business day. For the full list of questions, visit our FAQ.