From our little paw to your doormat

At Hoopo®, we make ordering easy and payments secure. Below you’ll find a step-by-step explanation of how to place an order, which payment methods we offer, and how we protect your payment.

Shipping

At Hoopo®, we ship all our products directly from our own distribution center. Below you’ll find clear and complete information about how we process your order, which carriers we use, the delivery times and costs, and what happens if you’re not at home.

Processing & shipping times

• Orders placed before 8:30 PM on business days are shipped the same day.
• After 8:30 PM / weekends / public holidays: Orders are shipped on the next business day.

Delivery time (estimate)

• Netherlands, Belgium, Germany & France: generally 1–3 business days after shipping.
  During quieter periods, delivery is often made as early as the next business day; during busy periods, it may take a little longer.
• Other countries: you’ll see the estimated delivery time during checkout, once you’ve entered your delivery destination.

Please note: during peak periods or delays at postal carriers, the status in track & trace may be updated later, even though your package is already on its way.

Carriers

We work with DPD, DHL and PostNL.
Depending on the size/weight, the final carrier may vary. You’ll always receive the correct information by email once your package has been handed over.

Track & trace

• You will always receive a track-&-trace link by email once the carrier has accepted your package.
• During busy periods, the tracker may temporarily indicate that the package has not yet been received; this is due to delayed scans and is generally updated quickly.

Not at home upon delivery

• Not at home? The delivery driver may deliver the package to your neighbors or take it to a nearby pickup point.
• Packages are kept at the pickup point for a limited time. If they are not collected on time, they will be returned to the sender.

Shipping costs

• Netherlands, Belgium, Germany & France: free shipping on orders over €60.
• Under €60: €6.95 shipping costs.
• Other countries: shipping costs are calculated automatically and shown at checkout once you enter your destination.

Public holidays & peak periods

Around public holidays and during busy periods, parcel services may take a little longer to deliver your order. Delays can occasionally also occur outside these peak periods. We do everything we can to get your order to you as quickly as possible—thank you for your understanding.

Missing, damaged or incorrect products?

Did your order arrive damaged, is something missing, or did you receive the wrong product? Please contact our service department within 48 hours of receipt at hello@hoopo.eu.

Always include clear photos of:

• The outer packaging
• The shipping label
• The contents of the package
• Any damage

This allows us to assess the problem quickly and work with you to find a suitable solution. Unfortunately, reports made later may not always be recoverable from the carrier or insurance provider.