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Common purchase queries answered

Orders and shipping

You can create an account by checking the box to Create an Account during Checkout. This will save you from entering your details every time you place an order, as well as give you access to your order history and the status of current orders.

Once the account has been created you will receive a confirmation e-mail with your login and password.

Orders can be paid in the following way:

Credit and debit cards
We accept the following cards: VISA, Mastercard, Maestro

Digital wallets
We accept the following digital wallets: Apple Pay, Google Pay

If the item is marked as temporarily out of stock you can click on “Get notified” and you will receive an email as soon as the item is back in stock again.

If this method isn’t available it means the item will most likely not be restocked in the nearest future. It can happen, however, that an item gets returned to us. We do recommend that you keep an eye on the website and if possible mark the item as a favourite.

BEFORE PLACING YOUR ORDER

If you have previously created a Greenbark account and want to change the shipping address for future orders, you can easily do so:

  1. Log in to My Account
  2. Navigate to Addresses in the dashboard and click the ‘Edit’ button to the right of the Shipping Address.

AFTER PLACING YOUR ORDER

To change your shipping address after placing your order, first, you need to ensure your item[s] have not been shipped already. To do so:

  1. Log in to My Account
  2. Navigate to the orders page via the dashboard

Next to your order there is a status statement indicating either “On hold”, “Processing” or “Shipped.”

If your order status is ‘On hold’ or  ‘Processing’ we will be able to change the shipping address for you. Please contact us as soon as possible with your new details.

Orders are processed very quickly, so to avoid your order being shipped prior to your cancellation, please call us directly, as we may not see your email or text message in time.

You can call us direct on +45 5013 6809 using your favourite phone app (phone, WhatsApp or Messenger)

If your order status is ‘Shipped’ we cannot change the package’s destination. However, you could try to contact the shipping service to possibly arrange a re-route on the order. We will do our best to assist you but cannot guarantee that changes can be made.

We strive for parcels to be delivered as quickly and efficiently as possible. Most orders are processed and dispatched within 1-3 business days of the order being placed.

The delivery time for stock items is usually 2-3 working days. For made-to-order or products not in regular stock please expect a delivery time of 7-10 days. This information will be available on the product page.

When your parcel has been shipped you will receive an order confirmation and receipt via email and sms.

Please see more information, including estimated delivery time and costs by location, in our Shipping Policy page.

Once your items are dispatched with our couriers, you will receive an email and an SMS notification with your tracking number. Follow the tracking link to track the progress of your shipment.

You can also track your order via our ‘Track Your Order‘ page. 

Please note: It may take up to 48 hours for the tracking status to be updated on the shipping carrier website.

No. We do not store credit card numbers in our system. Your payments are processed via Stripe (Apple Pay & Google Pay), which makes your credit card information completely inaccessible to Greenbark. We only receive a token from the payment processor that we match to your order to complete the transaction.

Tokens are unique identification symbols that retain all the essential information for a credit card number without compromising its security. A token contains only the last four digits of a card, the card type, and expiration information with the rest of the token consisting of alphanumeric characters that represent miscellaneous cardholder information and data specific to the transaction being processed.

So if you choose to save your credit card information for a faster checkout, Greenbark only stores the tokenized substitute for your credit card number. This information can only be ‘detokenized’ by the payment processor.

Customers located within the EU
No, all customs and import charges are included in the price of the order.

We charge Danish VAT (25%) for all orders within the EU. All prices are displayed including VAT for customers within the EU.

We ship to multiple countries within the EU, including:

  • Denmark ***Please note we do not send to Greenland or Faroe Islands.
  • Sweden ******Please note we do not send to Åland.
  • Germany
  • The Netherlands
  • Austria

If your country of residence is not listed, please reach out to us with your address and we will check the possibilities for shipment to your location of choice.

If your order includes several items, they may ship separately and at different times.

In order to deliver your purchases to you as quickly and efficiently as possible, items that ship from the same location are grouped together.

This could result in part of your order arriving at a different time, but still within the expected delivery window.

 

If you need to return an item

Returns and exchanges

Have a question about a product or order? Have a suggestion or feedback for us? We would love to hear from you and help you in any way we can.

Get in touch with us using one of the options on our Contact Us page.

We can help you in Danish and English. Simply get in touch with us in your preferred language by starting a chat or by using one of the options on our Contact Us page.

We want you to be 100% happy with your Greenbark purchase every time and if you aren’t we are here to help.

If you want to return an item, please follow these 4 golden rules:

  1. Please carefully read our Return Policy.
  2. You have the right to return or exchange your order within 14 days from the day on which the goods were delivered to you.
  3. Do not return the package without giving prior notice via email.
  4. To return an item, simply email us at info@greenbarkpets.com, tell us your order number and the reason for your return. Our customer service will guide you through the quick process. For more information visit our Return Policy page.

Please also bear in mind that shipping goods back and forth generates greenhouse gases that are accelerating climate change. We encourage you to choose your items carefully to avoid unnecessary return shipments. We are always here to help with any questions you may have.

We’re sorry if you have received the wrong item or size! If you received the wrong item, please return this to us so we can refund you. Please follow the steps below:
  1. Please send an email to info@greenbarkpets.com or use the form on our Contact Us page. Include a picture of the product label and the handling time will be shortened.
  2. We will get back to you with more information and help you with a new order.
  3. Enter the reason for return “I received the wrong item/size” and return the item as usual.

Changed your mind, or gave the wrong address at checkout? No worries, we’ve all done it. As long as your order hasn’t processed or shipped, you can make changes to it.

Orders are processed very quickly, so to avoid your order being shipped prior to your cancellation, please call us directly, as we may not see your email or text message in time.

You can call us direct on +45 5013 6809 using your favourite phone app (phone, WhatsApp or Messenger)

If your order has already shipped you may either refuse the package at delivery or ship it back to us (all terms of our Returns Policy apply.

If you refuse the package and send it back to us, we will be charged a fee from the mailing service and will deduct that fee from your refund.

If you purchase a product and it has a defect, for example faulty materials or a defect in manufacture, the rules of the Danish Sale of Goods Act (Købeloven) apply.

You can complain about product defects within 24 months from the delivery date by contacting our Customer Care at info@greenbarkpets.com. You must notify us of the defect within a reasonable period of time and no later than two months after you have discovered the defect.

In order for us to quickly assess the defect we recommend you to report the claim following the steps below, so we can help you:

  1. Provide your order number and attach a copy of your receipt.
  2. Describe the defect as detailed as possible and how it appeared (the cause).
  3. Take a couple of pictures clearly showing the item in its entirety (front and back) and the defect itself.
  4. Send this to our email: [mail_info] or use the form on our Contact Us page.

Once we have received your order information, pictures and description we will process your claim as quickly as possible. If the complaint is justified, and the defect cannot be remedied without returning the product, we will provide you a free return label by email, so you can easily return the product to us. We will notify you of the outcome by email within a few business days.

Remember that the product must always be sent in proper packaging and that a post office receipt is required. Please keep the post office receipt, including information about freight charges and track and trace number.

When we have received the product, and if the complaint is approved, the product will be replaced with another product, or repaired, or the purchase price will be refunded to your account. We always reserve the right to remedy the defect.

Still didn't find your answer? Let us help you!

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  • The Mass Balance Approach

This product contains content produced according to the Mass Balance Approach.

As a dog owner, you might be surprised to learn that the products you use to care for your furry friend could be contributing to greenhouse gas emissions. However, the mass balance approach offers a solution to mitigate the environmental impact of the chemical industry and transition towards sustainable practices.

This approach involves mixing both renewable and non-renewable feedstocks in the chemical production process while ensuring that the amount of sustainable feedstocks used is certified.

While the mass balance approach allows companies to continue using non-renewable feedstocks at a reduced rate, proponents argue that it provides a more realistic and achievable pathway towards sustainability.

Despite some criticisms, the mass balance approach offers a practical and scalable tool for promoting sustainability in the chemical industry and represents a significant step towards a more sustainable future.

FURTHER READING

If you’re interested in learning more about this approach, here are some  links to helpful resources :
  • The Genuine Italian Vegetable Tanned Leather Consortium?

The Genuine Italian Vegetable Tanned Leather Consortium promotes sustainable and ethical leather production practices in the Tuscany region using traditional vegetable tanning methods that ensure no animals are killed for their skins.

Highlights of Tuscan Vegetable Tanned Leather

  • Made with natural extracts from chestnut, mimosa, and quebracho trees.
  • Produced in Tuscany, Italy, where the art of vegetable tanning has been practiced for centuries.
  • The production process adheres to strict European standards for environmental and social responsibility, ensuring minimal impact on the planet and the communities involved.
  • Products made with Tuscan Vegetable-Tanned Leather are free from harmful chemicals and meet high standards for animal welfare.
  • The leather is durable, with a unique character that develops over time as it ages gracefully.
  • The use of Tuscan Vegetable-Tanned Leather supports the local circular economy, preserving a tradition that is deeply rooted in the Tuscan territory.

FURTHER READING:

For more information on the Consortium’s commitment to sustainable and ethical leather production practices, please visit their website at https://www.pellealvegetale.it/en/.

Alternatively, you can refer to our brief overview of their initiatives by clicking here.

  • The Genuine Italian Vegetable Tanned Leather Consortium

This product contains leather trademarked by The Genuine Italian Vegetable Tanned Leather Consortium.

The Genuine Italian Vegetable Tanned Leather Consortium promotes sustainable and ethical leather production practices in the Tuscany region using traditional vegetable tanning methods that ensure no animals are killed for their skins.

Certification Standards

The Consortium’s certification standards are designed to ensure that products are made using traditional vegetable tanning methods and meet social, environmental, economic, and cultural criteria that prioritize fair labor practices, environmental sustainability, local economic support and the preservation and continuation of traditional techniques and craftsmanship that has been passed down for generations.

By adhering to these principles, the Consortium ensures that its member organizations produce high-quality leather goods that are both culturally and environmentally sustainable.

Transparency and Traceability

Through this certification process, the Consortium also aims to create greater transparency and traceability throughout the supply chain, giving consumers the ability to make informed decisions about the products they purchase.

The Consortium’s guarantee label, “Pelle Conciata al Vegetale in Toscana,” is an anti-counterfeiting label with a unique serial number that allows consumers to verify the authenticity of their products, while also providing information about the materials and production processes used.

Sustainability and Responsibility

By prioritizing sustainability and transparency, the Consortium hopes to create a more sustainable and responsible leather industry that values both people and the environment.

FURTHER READING:

For more information on the Consortium’s commitment to sustainable and ethical leather production practices, please visit their website at https://www.pellealvegetale.it/en/.
  • Food Grade Silicone Food Grade Silicone

What is silicone made of?

Food grade silicone is a type of silicone that is safe for use in food preparation, storage, and cooking. It is made from a combination of silicon, oxygen, carbon, and hydrogen. The raw materials for food grade silicone are obtained primarily from silica, which is a naturally occurring mineral.

Where is silicone manufactured?

Food grade silicone is manufactured in a variety of locations around the world, including Asia, Europe, and North America. The production process involves mixing the raw materials together and then curing them under heat and pressure.

How sustainable is silicone?

The sustainability of food grade silicone production depends on a number of factors, including the source of the raw materials and the energy used in the manufacturing process. In general, food grade silicone production is considered to be relatively sustainable when compared to other materials, such as plastic. The main issues with silicone is that it’s not curbside recyclable; its production process uses fossil fuels and requires a large amount of energy; and it doesn’t biodegrade. 

Is silicone more sustainable than plastic?

Silicone is often considered to be a more sustainable alternative to plastic, as it is durable and long-lasting and while not perfect, the silicone production process does cut down on fossil fuel usage compared to plastic. Additionally, unlike plastic, silicone does not create microplastics or release harmful chemicals when it is heated or exposed to sunlight and other environmental forces.

Silicone sustainability claims

To claim sustainability, a silicone product must be certified by an independent organization that verifies the product has met certain sustainability standards. These standards may include the use of renewable energy, the sourcing of raw materials, and the product’s recyclability and biodegradability.

Is silicone biodegradable?

Silicone is not biodegradable, meaning it does not break down naturally in the environment and can create additional waste if not managed properly. 

Can silicone be recycled after use?

If you want to recycle silicone at home, you can do so by taking it to a recycling center or by sending it to a company that specializes in recycling silicone. It is also possible to recycle silicone by using it as a feedstock for energy production. Alternatively, you can try to upcycle your silicone product by giving it a new purpose, like using a silicone dog bowl as a flower or plant pot.

So is silicone actually sustainable?

In summary, food grade silicone is a safe, sustainable material that is made from natural resources, and it can be recycled and repurposed. It is a better alternative to plastic in terms of its durability, chemical emissions, and energy consumption. To ensure that a silicone product is sustainable, it should be certified by an independent organization. In addition, due to the non-biodegradability of silicone, minimal environmental impact from its use requires that careful management and responsible recycling should always be practiced.