Delivery and Returns

National Delivery

Delivery in Germany is FREE for purchases over Euro 29.90. For other orders, Euro 4.90 shipping cost will apply.

We use DHL and you will receive an e-mail confirmation when your parcel has been dispatched.

International Delivery

Standard delivery inside the EU is FREE for purchases over Euro 50.00. For other orders, Euro 9.90 shipping cost will apply.

Standard delivery for the rest of the world is Euro 20.00. Please notice that a minimum order value of Euro 50.00 is required.

International Delivery Charges differ for Retail shop owners. Please contact us for delivery charges.

We use DHL for standard deliveries internationally.

While we dispatch your order within 24 hours (subject to availability), the average shipping time is 10 - 14 days depending on the country you live in.

In your e-mail confirmation you will find the tracking number of your parcel so you can track and trace it anytime.

Customs and Import Charges

Depending on the country you live in, custom or import duties may arise. These charges have to be paid by the recipient of the parcel.

Please contact your local customs for these charges, so you are not surprised by charges you were not expecting.

Delivery address

Your delivery address can be different from your billing address. So if it is more convenient to deliver to your work address or neighbor, not a problem. But we can not deliver to PO boxes for security reasons.

Order status

You will receive an e-mail to let you know that we received your order and you will receive another confirmation, once the order is dispatched. This will also provide you the information to track the parcel.

Incorrect or faulty item in the parcel

Customer satisfaction is our highest goal. If we happen to make a mistake, please contact our customer service straight away to resolve any issue.

Please have the following information ready so we can look into it:

  • Order number
  • The item you meant to receive
  • The item you received incorrectly or the item that is faulty
  • A description of the fault

We will advise you how to proceed with the return.


Cancellation Policy: Consumers have a fourteen-day right of withdrawal.

Cancellation Policy: Right of withdrawal You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the goods. To exercise your right of withdrawal, you must inform us (Max & Molly Urban Pets GmbH, Lise-Meitner-Str. 1, 24941 Flensburg, Germany,, Phone: 046140834403) by means of a clear statement (e.g., a letter sent by post or an email) of your decision to withdraw from this contract. You can use the attached sample withdrawal form, but this is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. Consequences of withdrawal If you withdraw from this contract, we will reimburse you all payments received from you, including the costs of delivery (except for the additional costs arising from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us or Max & Molly c/o Logistik Service Nord (Langberger Weg 14, 24941 Flensburg, Germany) without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. The right of withdrawal does not apply to the following contracts:

Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

Sample Withdrawal Form: (If you wish to withdraw from the contract, please fill out this form and return it.)

  • To Max & Molly Urban Pets GmbH, Lise-Meitner-Str. 1, 24941 Flensburg, Germany,
  • I/we () hereby give notice that I/we () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (*)
  • Ordered on ()/received on ()
  • Name of the consumer(s)
  • Address of the consumer(s)
  • Signature of the consumer(s) (only if this form is notified on paper)
  • Date (*) Delete as appropriate.


You will receive the refund through the same payment method the purchase was made with.


If you need a different size or design, please return the unsuitable item for a refund and place a new order.

Return Address

Items should be returned in their original packaging, with any received documents enclosed.

Logistik Service Nord e.K
c/o Max & Molly Urban Pets
Langberger Weg 14
D-24941 Flensburg