Help & support
Frequently asked questions
Find answers to the most common questions about orders, shipping, returns, and support.
How long does shipping take?
Shipping times can vary depending on your location and the product ordered. Please review our Shipping Policy for the most up-to-date delivery information.
How can I track my order?
Once your order has shipped, tracking information will be sent to you if available. Please allow a little time for tracking updates to appear after your order is dispatched.
Can I change or cancel my order?
If your order has not been processed yet, we may still be able to help. Please contact us as soon as possible and we’ll do our best to assist.
Do you accept returns?
Eligible items may be returned according to our return policy. Please review our Refund Policy for full details on return eligibility and timing.
What if my order arrives damaged or there is a problem?
If there is an issue with your order, please contact us as soon as possible with your order details and photos if needed. We’ll review the issue and help find a solution.
Are your products suitable for all pets?
Each product is different, so please read the product description carefully and choose items that best fit your pet’s size, habits, and needs.
How do I contact support?
You can reach us through our Contact page or by email at support@henes.store.
Do you ship internationally?
Shipping availability depends on your location. You can proceed to checkout to see which shipping options are available for your address.