Shipping and delivery

We are proud to offer international shipping services that currently operate in over 200 countries and islands worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectations anywhere in the world.

How do you ship packages?

Packages shipped from our US warehouse are shipped through USPS. Packages from our warehouses in Spain, Germany, or China will be shipped by ePacket or EMS depending on the weight and size of the product.

Do you ship worldwide?

Yes. We provide shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries contact us.

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country.

How long does shipping take?

Shipping time varies by location. These are our estimates:

Do you provide tracking information?

Yes, you will receive an email once your order ships that contain your tracking information. If you haven’t received tracking info within 5 days, please contact us.

My tracking says "no information available at the moment".

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.

If you have any other questions, please contact us and we will do our best to help you out.

Payments & refunds policy

How Can I Return a Product?

No worries! Please check our Return Policy. If you have any additional questions, please contact us and we’ll help guide you through the process to send the item back.

Is Buying On-Line Safe?

Our site uses a Secure Sockets Layer (SSL) protocol to encrypt all personal information sent during the checkout process. For more information on how we secure and use your information, please consult our Privacy Policy.

What Payment Methods Are Accepted?

We accept Credit Cards, Debit Cards, PayPal, and Bank Transfer (through PayPal).

Order cancellation

All orders can be canceled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

• You do not receive them within the guaranteed time (65 days not including 2-5 day processing)
• You receive the wrong item
• You do not want the product you have received (but you must return the item at your expense and the item must be unused)

We do not issue the refund if:

• Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
• Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster)
• Other exceptional circumstances outside the control of Epic Malinois LLC

*You can submit refund requests within 15 days after the guaranteed period for delivery (65 days) has expired. You can do it by sending a message on page.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

How do I place an order?

Once you have finished adding items to your cart, simply click the “checkout” button on the shopping page and we will guide you through the checkout process.

Do I need an account to place an order?

No, you don’t need an account to place an order.

Do you provide worldwide shipping?

We provide shipping to over 200 countries around the world*
*with some exceptions

Will I be charged any shipping, customs, or duties fees?

No, the price you see is the price you pay - you won’t be charged any extra fees.

When will my item ship?

If you order an in-stock item your order will ship within 3 working days.

How long will my order take to arrive?

Orders are shipped by EMS, USPS, which usually takes 5-20 working days after dispatch, but may take longer due to factors beyond our control.

Do you provide tracking information?

You will receive your tracking information within 3-5 working days. If not please contact us at [email protected]

Can I cancel my order?

You can change or cancel an order within 12 hours. Please contact us at [email protected]