Shipping & Delivery
Last Updated: August 20, 2026
Order Fulfillment Timeline
Your total delivery window = processing time + transit time. We want your pet's new gear to arrive as quickly as possible.
Processing
Orders are handled Monday through Friday.
• All pet products listed on our site are in stock and ready for immediate dispatch.
• Internal processing is completed within 1–3 business days of order placement.
• Shipments are sent out on the next business day following the completion of processing.
Transit Timeline
Standard International Transit: 7–15 business days after processing.
Standard Orders (Total): 8–18 business days overall.
Peak Promotional Periods (Total): up to 20 business days overall.
Import Duties, Taxes & Customs
Some pet supply orders are fulfilled from a logistics facility located outside the European Union. Your order may therefore be subject to import duties, customs clearance fees, or VAT levied by your destination country's customs authority upon arrival. These charges are separate from the price paid at checkout and are the recipient's responsibility. Customs processing may also extend transit times. We recommend checking your local customs regulations before ordering if you'd like to estimate potential additional costs.
Destination Countries
We currently ship to the following countries:
Europe
Romania (all regions), Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom.
North America
United States, Canada.
Other Regions
Contact us at talktous@sparkock.com to confirm availability for any country not listed above.
Shipping Rates
Delivery charges are calculated dynamically at checkout based on your destination country, total parcel weight, and order subtotal.
Carriers
Orders may be transported by national postal services or regional courier networks, with final delivery often handled by your local postal operator. Your assigned carrier and tracking link will be included in your dispatch confirmation email.
Address Accuracy
Please ensure your delivery details are fully correct and complete before placing your order. We are not liable for delivery failures or delays resulting from inaccurate or incomplete address information entered by the customer.
Delivery Procedures
If you're unavailable at the time of delivery, the carrier will typically leave a notice with instructions on how to retrieve your parcel.
Unclaimed Shipments: if a package remains uncollected past the carrier's holding period, it will be returned to us and any refund will be issued after deducting applicable round-trip shipping fees.
Parcel Tracking
Once your order leaves our warehouse, a tracking number will be issued. If your tracking status shows no updates after 5 business days from your order date, please contact us at talktous@sparkock.com with your order number.
Delivery Issues
Order Not Received
Within 48 Hours: check with neighbours or building management, inspect all entry areas for delivery notices, confirm your submitted address, and check with other household members.
After 48 Hours: file an inquiry with the carrier using your tracking number, and notify us at talktous@sparkock.com with your order details.
Damaged Items
External Packaging Damage: inspect your parcel before signing for it. Refuse delivery or mark the receipt as “damaged,” photograph the damage immediately, and report to talktous@sparkock.com within 24 hours.
Internal Damage: contact us within 7 days at talktous@sparkock.com with clear photos of the damaged pet products, retain all original packaging, and do not use the items.
Wrong Items Received
Notify us within 7 days at talktous@sparkock.com. Do not use the merchandise or remove product tags, and include your order number along with supporting photos.
Order Modifications
Before Dispatch: to change or cancel an order, contact us immediately at talktous@sparkock.com with your order number and the requested changes.
After Dispatch: orders cannot be modified or cancelled once shipped. You may refuse delivery upon arrival, or accept the parcel and initiate a return through our standard Return & Refund process.
Liability & Risk Transfer
We Are Responsible For: parcels officially confirmed as lost in transit by the carrier, and products arriving with structural shipping damage.
We Are NOT Responsible For: carrier delays outside our control, customs processing delays or duties, delivery failures due to incorrect customer addresses, unclaimed parcels, refused deliveries, force majeure events, or seasonal shipping congestion.
Risk Transfer: risk of loss or damage passes to the buyer upon successful delivery to the designated address, pickup locker, or authorised collection point.
Force Majeure
We are not liable for delivery delays or failures caused by events beyond our reasonable control, including natural disasters, epidemics, armed conflicts, government restrictions, labour strikes, severe weather, carrier operational crises, or technical platform failures. In such cases, we will notify affected customers and offer either an extended delivery window or a full refund, at your choice.
Contact Information
Registered Enterprise: APEXRISE S.R.L.
Registration Number: J2026039142003
Support Email: talktous@sparkock.com
Subject Format: “Shipping Inquiry – Order #[YOUR ORDER NUMBER]”
Response Time: within 24–48 hours