Frequently Asked Questions

You can find all information about this in our Shipping Policy.

We ship all orders within 1-2 business days after full payment. If everything goes smoothly during transit, your package should arrive within 3 business days – provided the item of your choice is in stock. You can find corresponding information directly under the product you ordered. If you have ordered several items with different delivery times, we kindly ask for your patience. We will ship your order together once all items are available – fewer packages mean fewer transports and less CO2.

As soon as we hand over your order to the shipping service provider, you will receive an email from us informing you that your shipment is now on its way. You will find the tracking number directly in the email.

In most cases, there has been a typo in your address. Please check your address details very carefully and contact our customer service team.

You can register your concern in our returns portal under the reason "Wrong delivery / missing item".

• You will need your order number (6-digit sequence of numbers) and the email address you used to place the order.
• Select the affected item, regardless of whether it was delivered incorrectly, is damaged, or is missing.
• Provide us with a brief explanation of the problem (e.g., which item was delivered incorrectly or is missing) and provide us with the necessary pictures.

Even if goods are missing, pictures of the package and the received contents are necessary!

• Without pictures, the case cannot be registered.
• Our customer service team will process your request as quickly as possible and keep you informed via email.

If you have any questions, please send an email to sabro@sabro.de; our customer service team will be happy to help you.

Unfortunately, for logistical reasons, we cannot combine individual orders. Please try to order everything in one shopping cart for the sake of the environment. The good news is that you'll only pay shipping costs once.

No. For deliveries that were originally sent to a German delivery address and subsequently exported or taken by you to third countries such as Switzerland, we do not refund the VAT.

If you have not received an order confirmation, please first check your spam folder. It is also possible that you mistyped your email address. Please contact our customer service here.

Unfortunately, a subsequent change to your order is not possible due to system limitations. However, as long as your shipment is not yet being prepared for dispatch, you can cancel the order.

To cancel the order yourself: Simply use our cancellation form. For the system to be able to assign your order, please enter your 6-digit order number in the format Ordernumber-001 (e.g., 150658-001), supplemented by your postal code and last name. Alternatively, you can, of course, also send us your cancellation request in writing to sabro@sabro.de.

Please contact customer service immediately. If a change is still possible, we can change the address. Otherwise, the package will be returned to us.

Since this is an error on your part, we will have to refund your order. You can then place a new order with us. Create a SABRO customer account. There, you enter your data correctly once, and it will be saved for your next order. This way, no more errors can occur.

We send invoices by email. You should have already received yours before your goods were shipped. If you no longer have the email, you can view your invoice through your customer account under "Your Orders" or contact our customer service team.

You can easily track the status of your order via our tracking portal. There, you simply need to enter your postcode and email address to view the current status.

You have the right to withdraw from your contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party designated by you, who is not the carrier, took possession of the goods. To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

If you withdraw from this contract, we shall reimburse you for all payments we have received from you, including the costs of delivery (with the exception of the additional costs arising from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged fees for this repayment.

The goods must be returned to us with sufficient postage paid by you; unpaid shipments will not be accepted by us.

According to § 312g para. 2 no. 1 BGB, there is no right of withdrawal for goods that have been manufactured according to customer specifications or are clearly tailored to the personal needs of the customer. This includes, in particular, individualized and personalized products that have been produced according to the customer's specifications. A return or exchange of these goods is therefore excluded, unless there is a defect within the meaning of the statutory warranty.

You can find all details in our Cancellation Policy.

If you wish to return something, please use our returns portal.

Important information regarding your return:

• You can return your delivery within 14 days of receiving the goods
• Used, soiled, or damaged goods are excluded from return (in case of soiling or damage, we reserve the right to charge a cleaning fee of up to €150.00 or reject the return)
• Return shipping costs are to be borne by the customer; unpaid packages will not be accepted
• A direct exchange of a returned item is unfortunately not possible
• We recommend sending returns with tracking to ensure traceability (Why this is so important is explained below under shipping costs)
  
• For the KUDDE dog bed, we offer an extended right of withdrawal including shipping costs within Germany
• Free items acquired as part of a promotion or by subscribing to our newsletter will be charged if the minimum order value is not met, provided they were not returned

Should you have any questions or require assistance, please send us an email at sabro@sabro.de.

You generally bear the costs for the return yourself. For returns from Germany and Austria, you can create a discounted shipping label with DPD or DHL in our returns portal.

Our tip for your self-post: We strongly recommend sending your package as an insured parcel with a tracking number. This way, we (and you!) can always see where your return is currently located. If you choose uninsured shipping (e.g., parcel or letter), the risk lies with you. In case of loss, we can initiate an investigation together, but in this case, neither the shipping service provider nor we are liable or obliged to reimburse.

Exceptions:

• KUDDE Dog Bed: We cover returns within Germany and Austria once per customer within the scope of the 100-day trial sleep and only for the first KUDDE order. Please use our returns portal for this.
• Justified Complaints: Please register every justified complaint in advance via our returns portal. Customers from Germany and Austria can create a free shipping label via DHL or DPD directly in the portal after review by customer service. For international returns, we also cover the costs, provided the complaint has been registered in the portal beforehand and you have contacted us in advance. Please note that we unfortunately cannot reimburse shipping costs that have been independently paid in advance.

Yes, you can return your B-stock items if the received item does not meet your expectations. Please note that return shipping costs for B-stock items are to be borne by the customer.

The statutory right of withdrawal applies to all B-stock items. Special regulations apply exclusively to A-stock items!

Please allow up to 10 days for your return to be processed after we receive the goods. We appreciate your patience. Once we have processed your return and issued a refund, you will receive an invoice correction for your records. The refund will be issued via the same payment method used for the original purchase. Depending on your payment provider, this may take another 1–3 business days.

Unfortunately, that is not possible. After we receive and inspect your return, we will refund the purchase price using the payment method you selected when placing the order. If you would like a different item, please reorder it through the online shop.

In the event of a refund, we will reimburse the amount already paid using the original payment method (e.g., PayPal, credit card, or bank transfer).

A store credit will be issued to you as credit for our online shop. This can be redeemed on a future order and is not tied to a specific payment method.

Returns should only be sent to our logistics partners:

L.I.T. eCommerce Solutions GmbH
c/o SABRO GmbH
Feuchtwanger Str. 11
90574 Roßtal, Buchschwabach
Germany

Please note that our office address in Rosengarten cannot accept returns. If a return is nevertheless sent to our office address instead of the logistics address mentioned above, we will have to deduct a processing fee of 15 Euros from the refund amount due to the high additional manual effort and costs for onward transport to the warehouse.

Your return will be thoroughly inspected and cleaned by us. As-new, originally packaged goods will be re-stocked. All other items will be repaired, cleaned, and sold as B-ware on a secondary market or donated, depending on their condition and repairability. Items that cannot be repaired due to significant damage or contamination will be disposed of properly.

But the fact is: We do not immediately dispose of or destroy returned items like many other large companies; instead, we ensure that they can be repaired or otherwise put to good use in the interest of sustainability, provided their condition allows it.

When returning free items from promotions such as 3-for-2, we reserve the right to demand the return or charge for the products if the product quantity or the order value falls below the threshold due to the return.

The type of customs declaration affects how your return is delivered:

CN22 customs declaration: This simple customs declaration is often used for small shipments. However, it can happen that the return does not arrive directly at our logistics partner but is only made available for collection. Direct collection by us is not possible. Therefore, such shipments may be returned to you, and unfortunately, no refund will be issued.

CN23 shipping documents: This option ensures that your return arrives safely and directly at our fulfillment partner.

Our tip: It is best to send returns from Switzerland with CN23 shipping documents to ensure everything runs smoothly.

For the KUDDE dog bed, we offer you an extended right of withdrawal so that your dog can test the bed in its familiar environment at leisure. If your dog does not accept the bed, you can return the KUDDE within 100 days of the delivery date and receive a full refund of the purchase price. All details and the exact conditions for exercising the extended right of withdrawal can be found at https://sabro.de/pages/hundebett-kudde-100-tage-probeschlafen.

The extended right of withdrawal applies in addition to your statutory right of withdrawal and does not affect any warranty claims (see also our General Terms and Conditions). It can only be used once per customer and only for the first KUDDE order.

Please note:

• It does not apply if it is evident that a return is made solely to claim a discount after the fact. In this case, customers bear the return shipping costs themselves in accordance with our return policy.
  
• The KUDDE Outdoor is excluded from the extended right of withdrawal.

We want you to be satisfied with your KUDDE dog bed for a long time. That's why we grant you a 10-year warranty on the mattress core (KUDDE Outdoor excluded). German law applies to our warranty. The scope of the warranty is limited to EU countries and Switzerland. The statutory warranty of the retailer remains unaffected. The warranty period begins on the delivery date. Proof of purchase is required for warranty claims.

To claim your warranty, please send us pictures of the defective core, along with an invoice or order confirmation as proof of purchase, to sabro@sabro.de. We will review your request and get back to you within 14 days.

Our foam cores are made of mattress-grade cold foam and are Oeko-Tex Standard 100 certified. The cores are manufactured in Germany and are odorless. Because we are convinced of the stability of the core, we offer a 10-year warranty on both variants. The warranty does not apply if the foam core is damaged by external influences or improper use (e.g., scratching, biting, excessive weight for the chosen size, or similar).

The special foam is additionally enhanced with a memory foam in the lying surface. This foam reacts to body heat and adapts specifically to your dog's lying shape. This allows for completely pressure-relieving lying. This foam is particularly useful for older dogs and those with back problems, hip dysplasia, osteoarthritis, or similar.

Tip: If you have a standard foam at home and want to offer your gray muzzle even more comfort, we recommend combining it with our MUMIN insert.

The underside of the cover is made of a woven fabric (similar to upholstery fabric). This must be made of air-permeable material so that air can escape from the foam core. Otherwise, the KUDDE would be rock hard. In addition, the woven fabric ensures the necessary ventilation of the core.

No, a free insert is not included with every KUDDE dog bed. Please check the product description before purchasing your desired product to see whether an insert is included or needs to be ordered separately. You will find this information in the respective product description.

We always recommend using a dimensionally stable insert or cover with the KUDDE dog bed made of artificial leather. Many dogs tend to scratch in their beds. An insert or cover reduces pressure and tension on the seams and protects the lying surface of the dog bed. It also prevents the artificial leather from drying out and subsequently cracking by avoiding moisture. Therefore, a matching Hygge Pad is always included as initial equipment when purchasing a KUDDE dog bed with an artificial leather cover.

Yes, your KUDDE can be re-covered at any time. The KUDDE has a modular design, allowing you to flexibly exchange or add covers. The base is always a faux leather, suede-look, or protective cover. If you choose a fabric cover, it is simply pulled over the existing base cover. If you choose a new faux leather cover, you must first remove the old one.

This way, you can customize the look of your KUDDE or replace individual components without having to replace the entire dog bed. For a detailed overview of the structure, please refer to our blog article on the structure of the KUDDE dog bed.

You will receive the KUDDE sustainably packaged in individual parts, so that we save CO2 per package. It is modular, so you can still buy other covers or inserts in a few years.

No. The IGLU is an additional item for the KUDDE dog bed. Please add the KUDDE dog bed to your shopping cart separately if you don't already have one at home. The IGLU only gains the necessary stability when combined with the KUDDE.

Always choose matching sizes for KUDDE and IGLU. For example, KUDDE XL for IGLU XL.

Yes. You can reorder the covers yourself in our online shop. If a rod or a connector is defective, please contact our customer service team in writing and let us know what size and how much replacement you need. We will then inform you individually about the costs and the order processing.

The Mumin insert is a suitable insert for the KUDDE dog bed. The JOKKMOKK sleeping mat is a standalone sleeping place. Both mats are constructed similarly, with the MUMIN insert being approximately 3 cm thick (making it only suitable as an insert) and the JOKKMOKK being approximately 5 cm thick, thus providing better protection against cold from the floor. Both mats have a core made of viscoelastic foam, a protective cover, and the fabric cover of your choice.

B-stock items are products that may have slight deviations from new goods. These include, for example:

• Small cosmetic flaws such as discolorations or minimal scratches
• Slight signs of use
• Damaged or missing original packaging
• Returns from previous orders

All B-stock items are carefully inspected before sale to ensure they are fully functional and offer the same performance and comfort as new goods. The deviations mentioned above do not constitute grounds for complaint as long as the functionality and durability of the products are not impaired.

Should the received item not meet your expectations, you can return B-stock items as usual within the 14-day period.

The statutory right of withdrawal applies to all B-stock items. Special regulations apply exclusively to A-stock items!

No, unfortunately, we cannot offer custom-made products due to the continuous high demand on our production facilities.

Please note the following information about our promotions and discounts before placing your order:

• Discounts and promotions cannot generally be combined. You can only redeem one discount code per order (e.g., shipping or product discount). Combination with ongoing promotions is not always possible – ask our customer service if you are unsure.

• Discount codes for reductions or free products must be entered directly when placing the order. If you forget to enter a code, it cannot be granted retrospectively. If you have difficulties redeeming a discount code or any other questions, please contact our customer service before placing your order.

• Our promotions are only valid within the specified period and cannot be applied retrospectively to orders already placed or placed at a later date. Please understand that we want to be fair to all customers and therefore cannot make any exceptions.

All free gifts must be manually selected by the customer in the shopping cart when ordering - the items are not automatically added to the shopping cart! Resending if forgotten is excluded.

All gifts are tied to a minimum order value. If this is fallen short of due to returns or similar and the free item is not returned, we reserve the right to charge the full price for the item and deduct it from the refund.

Free gifts are only available while supplies last. In the event of overselling, we reserve the right to exchange the selected free item for an alternative free item.

You can select a maximum of one gift per order!

We are very sorry that you have cause for complaint; this naturally does not meet our quality standards. We want to resolve the issue for you as quickly as possible.

To process your complaint efficiently, please send an email to sabro@sabro.de with the following information:

• Your details: Invoice, order, or customer number.
• Photos of the damage: Clear images where we can clearly see the problem.
• Brief description: What exactly happened or where is the defect?

Once we have this documentation, our customer service team will review the case immediately and contact you with a proposed solution. Thank you for your cooperation!

Complaints are excluded if the item has not been used properly or the chosen size is not suitable.

Please make sure to choose the appropriate size and use the product according to our care and use instructions so that your dog can enjoy optimal comfort and safety.

Please contact our customer service team in writing: sabro@sabro.de

Make sure you have entered your email address correctly and check your spam folder. If you can't find anything, please contact sabro@sabro.de by email.