Shipping policy

Shipping Policy: Raw & Direct

1. Where We Ship

We currently ship across Europe. If you’re outside this zone and desperately need our gear, email us, and we’ll see if we can make it happen. No promises.

2. Processing Times

We aren’t a giant automated warehouse. We are a small team.

• Orders are typically processed within 1-3 business days.

• If we’re launching new gear or it’s a high-volume season, it might take a bit longer. We’ll keep you posted.

3. Shipping Rates & Speed

We don't hide shipping costs in the price of our products. You pay what it costs to get the gear to your door.

• Standard Shipping: Usually takes 3-7 business days once it leaves our hands.

• Express Shipping: For when your pet needed that gear yesterday. Usually 1-3 business days.

• Rates are calculated at checkout based on the weight of your order and your location.

4. Tracking Your Gear

As soon as your order ships, you’ll get an email with a tracking number. Use it. If the carrier says it’s delivered but it’s not there, check with your neighbors or your local post office before sounding the alarm.

5. Customs & Duties

For shipments within the EU, you’re clear. If you’re ordering from outside the EU, you are responsible for any customs fees, duties, or taxes your country decides to slap on the package. We have no control over this.

6. Lost or Damaged Packages

If the courier destroys your package or loses it in the void, let us know immediately. We’ll fight the battle with the shipping company so you don’t have to, and we'll make sure you get what you paid for.