FAQ

When will my order arrive?

Within 7–24 business days of ordering. As soon as the carrier picks up your parcel, we will email you the tracking number.

Where will my parcel be delivered?

Depending on the shipping you choose at checkout: to the pickup point or parcel locker nearest to your address, or to your door. When it is ready for collection, you will receive a text message or email with a code.

How much is shipping?

In Czechia and Slovakia, delivery to a pickup point or parcel locker is free. Home delivery costs CZK 110 (€4.95), home delivery with cash on delivery CZK 159 (€6.95, the cash-on-delivery fee is included). Shipping to 16 more EU countries is free. The list of countries is in the shipping policy.

How do I choose a size?

Clothing and beds come with a size chart in centimetres and instructions on how to measure. Compare hoodies with a hoodie you have at home, and choose the Ouška ear muffs by the circumference of your dog's head. Wrong size? Return the hoodie and order another size. We refund the returned one the same way as any return.

Will my dog fit in the pocket?

The Klokanka Zip pocket holds a cat or small dog up to 8 kg; the opening for the head is about 13 cm. You will find the pocket dimensions of the other hoodies on their pages.

How do I wash the hoodies?

Machine wash all hoodies and the Hnízdo hoodie blanket; wash the Klokanka Zip at 30 °C on a gentle cycle. For the heated Hnízdo, first disconnect the power bank and remove the controller.

Can I return an item?

Yes, within 14 days of receipt without giving a reason. Write to us at info@freshpaw.cz and we will send you a Czech return address and instructions. You pay for the return shipment. Within Czechia a regular parcel costs about CZK 90–130.

Christmas: goods ordered between 1 November and 24 December 2026 can be returned until 15 January 2027. If your 14-day period from delivery ends later, the later date applies.

What about complaints?

Goods are covered by the statutory 24-month liability for defects. Describe the defect to us by email, ideally with a photo.