1. How can I contact you?

Due to the high volume of messages we receive, we do not respond via email, Instagram, phone call, or any channel other than WhatsApp text messaging. Please write to us via the website chat located in the bottom right corner (WhatsApp) or directly at +34 679 54 52 77. We will reply as soon as possible.

2. What are the shipping costs?

The costs associated with shipping will be FREE for the customer as long as the minimum order amount established at that time is exceeded (otherwise the shipping cost will be €4.90). These costs will be clearly displayed during the purchase process.

You have all the detailed information in the Shipping Policies and Refund Policy sections.

3. How long will my order take to arrive?

Once you place an order, it can take us 1 to 2 business days to process it and deliver it to our carriers.

For handcrafted products such as identification tags or keychains, the production time can range from 2 to 5 days.

*Production times may be affected during periods of high demand, potentially ranging from 1 to 2 weeks.

**If you need your order by a specific date, we recommend choosing the Express shipping method to prioritize both production and shipping. (In these cases, we recommend contacting us via Whatsapp +34 679 54 52 77).

Once dispatched, shipments usually take between 3-5 days.

To the Canary Islands, Ceuta and Melilla, it usually takes approximately 4 to 7 business days, although during periods of high demand, shipping times may be extended. Occasionally, shipping times may be longer due to Customs processes.

Please note that during periods of high activity such as sales season, Christmas, Black Friday, due to force majeure, or logistical incidents with the transport company... there may be delivery delays beyond Huellas de Ibiza's control. We will always try to get your package to you as soon as possible. You will be able to track your shipment using the code you will receive in your email once the package has been dispatched.

If you have not received your package after allowing sufficient time for transport or if you have an issue with your shipment, please write to us via WhatsApp +34 679 54 52 77.

4. What is the correct size for my dog? What if I choose the wrong size?

You have detailed size charts in the description of each product and in the Size Guide section. We also show you the best way to measure your furry friend to choose correctly. If you still have doubts, write to us on Whatsapp at +34 679 54 52 77. And if, when you receive the product, you see that it is not the right size and you need a larger or smaller one, don't worry, we can arrange a size exchange within the first 30 days. The cost of the size exchange is borne by the customer, with a total cost of €10 (handmade products such as identification tags are excluded from exchanges).

*If a size exchange is desired for an item from the outlet section, or a product purchased during sales periods or within a promotional campaign, the customer must cover the shipping costs for said exchange, with an amount of €10.

*We only accept size exchanges for harnesses and products that are not handmade, and we do not make exchanges for other accessories or exchanges of one product for another.

5. I haven't received the order confirmation email, what can I do?

Don't worry! Check that the email address entered when placing the order was correct. Also, check your spam/junk mail folder or the Promotions section of your email, in case the email ended up there. If everything is correct and you can't find the email, you can write to us by email, Instagram or chat and we will confirm if everything is in order.

6. Can I wash the products?

Of course! If your furry friend gets a product dirty, you can wash it. We recommend hand washing with cold or warm water using neutral soap or specific hand washing soap. Afterwards, hang and air dry. Do not use a dryer, as plastic elements could deteriorate.

7. How can I use a Discount Code?

Discount codes or coupons must be redeemed at the time of checkout, in the "discount code" box, by clicking Apply.
You must take into account the specific conditions of the coupon for it to be successfully applied. Usually, coupons are not applicable to other promotions, nor are they valid during sales campaigns, Black Friday, etc.

8. What are the payment methods?

At Huellas de Ibiza we offer you the option to pay with VISA, Mastercard, American Express credit/debit card, PayPal, Bizum, Apple Pay, and Samsung Pay. You can also split your purchase into 3 interest-free installments comfortably with Klarna.

All payments are processed by verified and fully trusted payment service providers. We do not store any data related to your credit card or any confidential payment information.

IDENTIFICATION TAGS

Frequently Asked Questions (FAQs)

1. What material do you use for identification tags?

Our identification tags are made of epoxy resin, a durable and waterproof material, ideal for your pet's daily use.

2. How can I customize my dog's identification tag?

You can customize the tag by choosing the color and style of the typography, as well as the size.

Once you decide to place your order, on the cart page, at the bottom of the page, you will find a text box where you can specify your pet's name and a contact number.

3. Are the identification tags safe for my pet?

Yes, our identification tags are designed to be safe and comfortable for your pet. Epoxy resin is a non-toxic material and the corners of the identification tags are rounded to prevent injury.

4. How long does it take for the order to arrive?

The production time is approximately 2-3 business days, and shipping time varies by location, but usually ranges from 2-3 days.

5. Can I return the identification tag if there is a problem?

We accept returns in case of manufacturing defects or errors in customization on our part.

Please contact us within 7 days of receiving the product to process the return.

*It should be noted that each identification tag is entirely handmade and each tag is unique and unrepeatable.

6. Do you offer different sizes of identification tags?

Yes, we offer different sizes to suit the needs of different breeds and dog sizes. In the order form, you can select the size that best fits your pet.

7. How can I ensure that the text on the identification tag is legible?

We use high-quality vinyl cutting techniques to ensure that the text is clear and durable. We recommend not exceeding a certain number of characters to ensure legibility.

8. Do you ship internationally?

Currently, we do not ship internationally.