Shipping policy

Shipping & Payment for European Union Customers

Pokusa for Health ships premium pet supplements and nutrition to 22 European Union countries via DHL eCommerce and InPost International.

Shipping costs depend on the destination, selected delivery method, parcel weight and, where applicable, parcel dimensions. The exact shipping cost is displayed at checkout before payment.

Shipping Coverage

We currently deliver to 22 European Union countries. The store does not ship to Poland, Switzerland, Lithuania, Estonia, Slovenia, the United Kingdom, the United States or other non-EU destinations. Polish customers are served through our separate domestic store.

Available shipping methods may vary depending on the destination country, parcel weight, dimensions and delivery-point availability.

DHL eCommerce Shipping Rates

All prices below are in EUR and include applicable charges. Shipping cost is calculated according to the total parcel weight.

InPost International Shipping Rates

InPost International delivery is available for selected European Union destinations. Depending on the destination, parcels may be delivered to an InPost locker, parcel point or PUDO (Pick-Up and Drop-Off) point.

Transit time is approximately 3–5 business days from the moment the parcel is handed over to the carrier. Order processing time is additional.

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Order Processing Timeline

Once your order is confirmed and payment is processed, your parcel is normally prepared and dispatched within 1–2 business days.

You will receive an email with tracking information as soon as your parcel has been handed over to the selected carrier. Transit time starts from the moment the parcel leaves our facility and does not include order processing time.

Delivery times are estimates and may be affected by weekends, public holidays, peak shopping periods, weather conditions or circumstances outside our control.

Higher-Weight Shipments

For multi-product orders or bulky items such as dry food or large supplement containers, shipping cost is calculated automatically at checkout based on the total parcel weight, dimensions, destination country and available delivery method.

DHL eCommerce rates are divided into the following weight tiers: up to 1 kg, up to 3 kg, up to 5 kg, up to 10 kg, up to 20 kg and up to 31.5 kg.

InPost International weight and dimension limits depend on the destination. Please refer to the InPost International table above for the applicable maximum parcel weight and dimensions.

Payment Methods

We accept the following payment methods through the payment options available in our store:

• Visa, Mastercard, American Express and Maestro
• Apple Pay, Google Pay and Shop Pay
• Klarna, where available
• SEPA Direct Debit, where available

All transactions are processed securely. Available payment methods may vary depending on your country, device and order value.

Customs and VAT

All destinations listed in this shipping policy are located within the European Union. Orders shipped between EU member states are not subject to customs duties normally applicable to imports from outside the European Union.

Applicable VAT is calculated according to the rules relevant to the destination country and is included in the final order amount displayed at checkout.

Returns and Refunds (EU Consumer Rights)

Under applicable EU consumer law, including Directive 2011/83/EU, consumers generally have 14 days from delivery to exercise their right of withdrawal, subject to applicable exceptions.

Products must meet the conditions specified in our return policy. Return shipping costs are generally the customer's responsibility unless the product is defective, damaged or was shipped incorrectly.

See our full refund policy for complete details or contact us at contact@pokusa.pet.

Frequently Asked Shipping Questions

How long until my order arrives?

Orders are normally processed within 1–2 business days. Transit time begins once the parcel has been handed over to the carrier. InPost International deliveries normally take approximately 3–5 business days. DHL eCommerce delivery times may vary depending on the destination.

Do you ship outside the European Union?

No. This store currently ships only to the 25 European Union destinations covered by this shipping policy. Poland is served through our separate domestic store. The United Kingdom, Switzerland, Norway, the United States and other non-EU destinations are not currently supported through this store.

Will I be charged customs or import tax?

Orders covered by this shipping policy are shipped from Poland to other European Union member states. As these are intra-EU shipments, standard import customs duties applicable to shipments entering the EU from third countries do not apply.

What if my parcel is lost or damaged?

Please contact us as soon as possible at contact@pokusa.pet and provide your order number and relevant details. We will contact the carrier, investigate the shipment and assist you with the appropriate resolution.

Can I track my order?

Yes. Once your parcel has been dispatched, you will receive an email containing tracking information for the selected delivery service.

Which courier will deliver my order?

Depending on your destination, parcel weight, dimensions and selected delivery method, your order may be shipped with DHL eCommerce or InPost International. Available options will be displayed at checkout.

Where will my InPost International parcel be delivered?

Depending on the destination country and selected service, InPost International parcels may be delivered to an InPost parcel locker, parcel point or PUDO (Pick-Up and Drop-Off) location.

Do you offer free shipping?

From time to time, we may offer free shipping promotions for orders meeting specific conditions. Current shipping promotions, if available, will be displayed in the store or at checkout.

Where do you ship from?

Pokusa for Health products are manufactured by NIKOS Sp. z o.o. Sp. k. and orders are dispatched from our facility in Wieliczka (32-020), Poland.

Can I change the shipping address after placing the order?

If your order has not yet been dispatched, contact us immediately at contact@pokusa.pet with your order number. We will attempt to update the address before shipment.

Once the parcel has been handed over to the carrier, address changes may be restricted or unavailable depending on the selected delivery service.

Have a question not covered here? Email us at contact@pokusa.pet — we typically reply within one business day.