How TamedTail orders are packed, shipped, tracked, and handled for customs.
Orders ship with DHL Express or another tracked carrier selected by GroupB Live SL.
Shipping is calculated before payment and included in the Stripe Checkout total. There is no separate post-payment shipping charge for normal orders.
All TamedTail shipments use DAP (Delivered at Place) as the commercial term, with the buyer's delivery address as the named place of delivery.
Under DAP, GroupB Live SL arranges and pays carriage to the buyer's delivery address and handles export formalities from Spain. The buyer is responsible for import duties, import VAT/GST/sales tax, customs clearance charges, brokerage charges, and any local import requirements in the destination country.
In practice: shipping is paid at checkout; import taxes and duties are not included unless explicitly stated.
For deliveries inside the EU, no import customs process normally applies. The website displays the B2C price including 21% VAT by default. While GroupB Live SL remains eligible for the EU distance-sales threshold and has not opted for destination taxation, VAT at 21% applies to B2C orders dispatched from Spain. If the threshold is exceeded or destination taxation is adopted, the destination country's VAT rate will apply.
Estimated delivery timeframes are displayed in the commercial information on the website and during checkout. Delivery estimates begin when the order is ready to ship, not when the order is placed.
The Canary Islands, Ceuta and Melilla are outside the VAT area. VAT is not charged when checkout identifies one of these territories from the delivery postal code.
Local IGIC or IPSI, import charges, customs clearance, brokerage, and carrier fees may be payable by the buyer and are not included in the checkout total unless explicitly stated.
For deliveries outside the EU, the buyer may be contacted by DHL or customs authorities to pay import charges or provide information.
If the buyer refuses to pay import charges, refuses delivery, or does not complete customs clearance, the shipment may be returned or abandoned. We may deduct return shipping, customs, carrier, storage, and handling costs from any refund where legally permitted.
DHL Express shipments include carrier liability coverage under applicable international transport conventions.
For shipments outside the EU, TamedTail declares the order value and includes DHL Shipment Value Protection as part of the shipping service. For shipments within the EU, standard DHL carrier liability terms apply.
If a parcel arrives visibly damaged, keep all packaging and contact us immediately with photos.
If the carrier marks a shipment as delivered but the buyer cannot locate it, contact us and DHL within 14 days of the expected delivery date so a trace investigation can be opened.
