Shipping Policy
At Basset & Hound, we work to ensure you receive your order as quickly and safely as possible. Below, you will find all the information regarding our shipping.
Processing times
All orders are prepared and processed within 1 to 3 business days of payment confirmation.
Orders placed during weekends or holidays will begin processing on the next business day.
During periods of high demand, special launches, promotions, or campaigns such as Black Friday, Christmas, or sales, processing times may be extended.
Delivery times
Once the order has shipped, the estimated delivery times are:
- Spanish Mainland: 24-72 business hours.
- Balearic Islands: 2-5 business days.
- Canary Islands, Ceuta, and Melilla: 5-10 business days (subject to customs clearance).
- European Union: 3-7 business days.
- Rest of the world: 5-15 business days, depending on the destination country.
These times are estimates and may vary due to causes beyond the control of Basset & Hound or the transport company.
Shipping costs
Shipping costs are calculated automatically during the checkout process and will be clearly broken down before finalizing the order.
No additional charges will be applied by Basset & Hound once the order is confirmed, unless the customer requests subsequent modifications.
Order tracking
When the order is shipped, the customer will receive an email with the tracking number so they can check the status of the shipment at any time.
Delivery address
It is the customer's responsibility to provide a complete and correct delivery address.
In the event that an order cannot be delivered due to an incorrect or incomplete address, or the repeated absence of the recipient, the costs derived from a new shipment will be borne by the customer.
Customs, taxes, and duties
Orders shipped outside the European Union may be subject to tariffs, import taxes, local VAT, customs fees, or other charges established by the authorities of the destination country.
These amounts are not included in the price of the products or the shipping costs paid during the purchase.
All taxes, tariffs, customs clearance fees, and any other costs derived from importation shall be the sole responsibility of the customer.
Basset & Hound has no control over these amounts and cannot estimate them, as they depend on the regulations in force in each country.
Likewise, Basset & Hound will not be responsible for delays caused by inspections, holds, or customs procedures.
Incidents during transport
If the order arrives damaged, the customer must notify us within a maximum period of 48 hours from receipt, providing photographs of the packaging and the product.
After this period, the management of the incident with the transport company cannot be guaranteed.
Lost or missing orders
If an order is lost during transport, Basset & Hound will open the corresponding incident with the carrier.
Once the loss of the shipment has been officially confirmed, Basset & Hound will proceed, at its discretion, to reship the order or provide a full refund of the amount paid.
Rejected orders
If the customer refuses delivery of the order for reasons other than an error attributable to Basset & Hound, the shipping, return, storage, and package destruction costs, as well as any costs generated by the transport company or customs authorities, may be deducted from the amount to be refunded.
For international shipments, if the order is rejected by the recipient or cannot be delivered due to non-payment of taxes or duties, the customer will assume all costs derived from this situation.
Force majeure
Basset & Hound will not be liable for delays or failures resulting from circumstances beyond its reasonable control, including, but not limited to, strikes, weather phenomena, labor disputes, pandemics, government restrictions, logistical incidents, or problems with transport services.
Contact
If you have any questions about your shipment, you can contact our customer service team through the contact channels indicated on our website. We will be happy to help you.
