Frequently asked questions
Sizing, personalization, production, shipping, returns, and care, all in one place. If your question isn't covered, our team is just a message away.
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Popular questions
How long does delivery take to my country?
Personalized in 1 to 3 business days.
- Netherlands, Belgium: 2-5 business days
- Germany, Denmark, Austria, France: 3-7 business days
- Spain, Italy, Ireland, Portugal, United Kingdom: 4-10 business days
- Sweden, Finland, Czechia, Poland, Greece, Malta: 3-11 business days
These are estimates; actual delivery times depend on the courier service in your country. For a complete overview per country, see our shipping page.
What payment methods does Squffy accept?
Checkout offers the secure EU payment methods relevant to your region: iDEAL (Netherlands), Bancontact (Belgium), BLIK and Przelewy24 (Poland), and credit or debit card everywhere else, with Apple Pay and Google Pay on supported devices. All transactions are processed by Stripe, a PCI-DSS Level 1 certified payment provider. Squffy never stores your payment details.
What are the shipping costs?
Squffy offers free shipping on all orders over €60.00 within the EU. For orders under €60.00, we charge €5.95 shipping. Shipping costs are shown at checkout, before you pay. See the shipping page for full details.
Can I return a product and get a refund?
Because we personalize them especially for your dog, customized items cannot be returned if you change your mind. Your rights if an item is faulty, damaged or not as described are unaffected. For non-personalized items, you have 14 calendar days after receipt to request a return via our contact form. After approval from our team you have another 14 days to send the product back. The product must be unopened, unused and in its original packaging. After inspection you'll receive a refund via your original payment method or in store credit. Return shipping costs are at your own expense, unless the product arrived damaged. Read our full return policy.
How do I know which product is right for me?
Every product page includes a detailed description, specifications and a sizing chart, plus customer reviews where we have them. Our wiki has background on materials, hardware, sizing and embroidery, and the size guide walks you through measuring a neck. Still unsure? Message us on WhatsApp and we will help.
Ordering & account
Everything about placing an order, your account and discount codes.
How do I place an order at Squffy?
Browse our products, add them to your cart and follow the checkout process. Enter your delivery details and choose a payment method. After payment you'll receive a confirmation email with your order number. The whole process takes just a few minutes. An account is not required, you can also check out as a guest. Need help? Contact our team.
Do I need an account to place an order?
No, an account is not required. You can order as a guest by simply entering your delivery details and email address. Creating an account does offer benefits: you can track orders, view your order history, save wishlists and check out faster on future orders. Setting up an account takes less than a minute via the account page.
Can I change or cancel my order after placing it?
That depends on how far along your order is. Personalized items go into production quickly, so tell us as soon as you can: contact us with your order number and we will do our best to accommodate the change. Once an order has been embroidered, packed and shipped, changes and cancellations are no longer possible.
How do I know if a product is in stock?
Every product page shows availability. Collars, leashes and dog tags are made to order, so they are personalized in our studio in 1 to 3 business days and then ship. Dog pins ship from stock. If something shows as unavailable, leave your email address on the product page and we will let you know when it is back. Browse the full range in the shop.
How do I use a discount code or voucher?
Enter your discount code at checkout in the "discount code" or "voucher" field. The discount is applied to your order total immediately. Some codes are subject to minimum order values, specific products or a limited validity period. Discount codes cannot be combined unless stated otherwise. Code not working? Check the terms or contact us.
Can't find your answer? Contact our customer service. Contact our customer service.
Payment & security
Information about payment methods, bank statements and the security of your data.
What payment methods does Squffy accept?
Checkout offers the secure EU payment methods relevant to your region: iDEAL (Netherlands), Bancontact (Belgium), BLIK and Przelewy24 (Poland), and credit or debit card everywhere else, with Apple Pay and Google Pay on supported devices. All transactions are processed by Stripe, a PCI-DSS Level 1 certified payment provider. Squffy never stores your payment details.
What appears on my bank statement after a purchase at Squffy?
Your bank statement will show Squffy and the order amount. The exact wording comes from Stripe, our payment provider, and can vary slightly by bank and payment method. See a charge you do not recognize? Check whether the amount matches your order or contact us.
Is it safe to order online at Squffy?
Yes. The entire Squffy website is secured with SSL encryption (recognizable by the padlock icon in your browser). Payments are processed by certified payment providers; Squffy does not store any credit card numbers or bank details. We comply with European privacy legislation (GDPR). Your personal data is only used to process your order and is never sold to third parties. Read our full privacy policy for more information.
Will I receive an invoice and can I reclaim VAT?
You automatically receive an invoice by email with every order. You can also find it in your account under "Orders". The invoice shows the VAT amount. Squffy sells exclusively to consumers (B2C), VAT reclaims for business purchases are not possible through our webshop. For VAT questions we refer you to your local tax authority.
Can't find your answer? Contact our customer service. Contact our customer service.
Shipping & delivery
Delivery times, shipping costs, tracking and our plastic-free packaging.
How long does delivery take to my country?
Personalized in 1 to 3 business days.
- Netherlands, Belgium: 2-5 business days
- Germany, Denmark, Austria, France: 3-7 business days
- Spain, Italy, Ireland, Portugal, United Kingdom: 4-10 business days
- Sweden, Finland, Czechia, Poland, Greece, Malta: 3-11 business days
These are estimates; actual delivery times depend on the courier service in your country. For a complete overview per country, see our shipping page.
What are the shipping costs?
Squffy offers free shipping on all orders over €60.00 within the EU. For orders under €60.00, we charge €5.95 shipping. Shipping costs are shown at checkout, before you pay. See the shipping page for full details.
How can I track my order?
Once your order has been shipped, you'll receive an email from our shipping partner SendCloud with a tracking code and a link to follow your parcel in real time. You can check the status of your package right up until delivery. Haven't received an email? Check your spam folder or contact us.
What should I do if my package hasn't arrived or is damaged?
Contact us as soon as possible. If damaged: take photos of the packaging and product immediately. Report damage within 7 calendar days of receipt. We'll investigate and provide a suitable solution, such as a replacement or refund. If your package hasn't arrived, we'll trace it via the courier and keep you updated. Also see our return policy.
Can't find your answer? Contact our customer service. Contact our customer service.
Products & usage
Product information, shelf life, quality control and our range.
How do I know which product is right for me?
Every product page includes a detailed description, specifications and a sizing chart, plus customer reviews where we have them. Our wiki has background on materials, hardware, sizing and embroidery, and the size guide walks you through measuring a neck. Still unsure? Message us on WhatsApp and we will help.
How long do your products last and how should I store them?
Our gear has no expiry date. Collars and leashes are woven nylon with zinc-alloy hardware, and the embroidery is stitched in colorfast polyester thread. Rinse in cool water after mud, sand or salt water, then let it air dry away from direct heat. Do not machine wash, tumble dry or bleach. Engraved dog tags and dog pins need no care beyond a wipe.
Where do Squffy products come from and how is quality controlled?
We personalize collars and leashes with embroidery and engrave dog tags in Veghel, the Netherlands. Dog pins are hand-painted enamel accessories. We check and pack orders before shipping.
Can't find your answer? Contact our customer service. Contact our customer service.
Returns, complaints & warranty
Returns, filing complaints, warranty and dispute resolution.
Can I return a product and get a refund?
Because we personalize them especially for your dog, customized items cannot be returned if you change your mind. Your rights if an item is faulty, damaged or not as described are unaffected. For non-personalized items, you have 14 calendar days after receipt to request a return via our contact form. After approval from our team you have another 14 days to send the product back. The product must be unopened, unused and in its original packaging. After inspection you'll receive a refund via your original payment method or in store credit. Return shipping costs are at your own expense, unless the product arrived damaged. Read our full return policy.
Which products cannot be returned?
Personalized items cannot be returned. Once a collar, leash or dog tag has been embroidered or engraved with your dog's name, it is made to your specification and falls outside the EU right of withdrawal, so we cannot resell it. Non-personalized products can be returned within 14 days, unused and in their original packaging. This never affects your statutory rights: if an item arrives faulty, damaged or not as described, contact us and we will put it right.
How do I file a complaint with Squffy?
Submit your complaint via our contact form, including your order number and a clear description. Our team handles complaints typically within 24 hours on business days. We always strive for a suitable solution. If we can't resolve it together, you can appeal to an independent dispute resolution committee. More information at ACM ConsuWijzer.
What if Squffy and I can't reach an agreement?
We do our utmost to resolve every dispute directly. If that's not possible, you can as a consumer file a complaint with an independent dispute resolution committee. More information at consuwijzer.nl. You may also seek legal advice from a consumer organization or the Juridisch Loket (Legal Aid).
Can't find your answer? Contact our customer service. Contact our customer service.
About Squffy
Background, industry association, contact and partnerships.
Who is Squffy and how long has the webshop existed?
We personalize collars and leashes with embroidery and engrave dog tags in Veghel, the Netherlands. Dog pins are hand-painted enamel accessories. We check and pack orders before shipping.
Does Squffy have a physical shop?
Squffy is an online webshop. Our office and warehouse are located in Veghel, the Netherlands (Voltaweg 14, 5466AZ). This is not a shop: visits, purchases and pickup are not possible at this location. All orders are placed through our website. This allows us to offer a wide range, competitive prices and fast delivery to customers across Europe.
How can I contact customer service?
You can reach us through the contact form on this site, or message us on WhatsApp at +31 6 82054650 (messages only, the number is not callable). We usually reply within a workday. We answer questions in English, Dutch, German and French.
Do you work with affiliates, press or influencers?
Yes. For press enquiries, interviews and media requests, contact [email protected]. Business partnerships and supplier proposals go through [email protected]. Squffy sells exclusively to consumers (B2C), we do not offer wholesale or reseller programs.
Can't find your answer? Contact our customer service. Contact our customer service.
Answered by our own team in Veghel
Why customers trust Squffy
1-3
Personalized in 1 to 3 business days
Stitched, not printed
Embroidered in our studio
Netherlands
Based in the Netherlands
Can't find what you're looking for?
Get in touch with our team; we typically respond within 24 hours on business days.
English, Dutch, German and French