Frequently asked questions

Find quick answers about our products and services.

Delivery & Shipping

You can find all the relevant information in our shipping conditions.

We ship all orders within 1 - 2 after full payment. If everything goes smoothly on the way, your package should be with you within 3 working days - provided the item of your choice is in stock. You will find the relevant information directly under your ordered product. If you have ordered several items with different delivery times, please be patient. For reasons of sustainability, we will send your order together as soon as all items are available.

As soon as we have handed 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, a mistake has crept into your address. Please check your address details carefully and contact our customer service team.

No. We do not refund VAT for deliveries that were originally sent to a German delivery address and are later exported or taken by you to third countries such as Switzerland.

Unfortunately, for logistical reasons, we cannot combine individual orders. For the sake of the environment, please try to order everything in one shopping cart. The good thing about this is that you will only be charged shipping costs once.

order

If you have not received an order confirmation, please first check whether it has landed in your spam folder. You may also have made a typing error when entering your e-mail address. Please contact our customer service in this case.

Unfortunately, changes cannot be made to orders that have already been placed. Cancellations can only be made as long as the order has not yet been prepared for shipping.

Contact customer service immediately. If a change is still possible, we can change the address. If this is not the case, the package will be sent back to us. As 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. Enter your details correctly once and they will be saved for your next order. This way, no more errors can occur.

We send the invoices by e-mail. You should have already received this before your goods were dispatched. If you no longer have the email, you can also view the invoice in your customer account under "Your orders" or contact our customer service team.

You can easily check the status of your order via our tracking portal . All you have to do is enter your zip code and email address to see the current status.

Returns

You have the right to cancel 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 named by you, who is not the carrier, has taken possession of the goods. To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement. To comply with the withdrawal period, it is sufficient for you to send the notification of the exercise of the right of withdrawal before the expiry of the withdrawal period.

If you revoke this contract, including the delivery costs (with the exception of the additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we receive notification of your revocation of 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; under no circumstances will you be charged any fees for this repayment.

You must send the goods back to us with sufficient postage, we will not accept freight collect shipments.

According to § 312g para. 2 no. 1 BGB (German Civil Code), there is no right of withdrawal for goods that have been manufactured according to customer specifications or are clearly tailored to the customer's personal needs. This includes, in particular, customized and personalized products that have been manufactured according to the customer's specifications. These goods cannot therefore be returned or exchanged unless there is a defect within the meaning of the statutory warranty.

You can find all the details in our cancellation policy.

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

Important information about your return:

  • You can return your delivery within 14 days of receiving the goods
  • Used, soiled, or damaged goods are excluded from return (in the event of soiling or damage, we reserve the right to charge a cleaning fee of up to €150.00 or to refuse the return).
  • The return costs are to be borne by the customer, freight collect parcels will not be accepted
  • A direct exchange of a returned item is unfortunately not possible
  • For the KUDDE dog bed we offer an extended right of withdrawal with payment of the shipping costs within Germany
  • Free items purchased as part of a promotion or by subscribing to our newsletter will be charged if the minimum order value is not reached, unless they are returned with the order

If you have any questions or need help, please email us at sabro@sabro.de.

You are responsible for the costs of returning the goods. For returns from Germany and Austria, you can create a discounted shipping label with DPD or DHL in our returns portal.

Exceptions:

  • KUDDE dog bed:We will cover the cost of returns within Germany and Austria once per customer as part of the 100-day trial period and only for the first KUDDE order. Please use our returns portal for this purpose.
  • Valid complaints: Pleasereport any valid complaints 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 verification by customer service. We also cover the costs for international returns, provided that the complaint has been reported in advance in the portal and you have contacted us beforehand. Please note that we cannot reimburse any postage costs that you have paid in advance.

You can submit your request in our returns portal under the reason"Incorrect delivery / missing item."

  • To do this, you will need your order number (6-digit number) 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.
  • Give us 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 contents received are necessary!

  • The case cannot be reported without pictures.
  • Our customer service team will address your request as quickly as possible and keep you informed by email.

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

Yes, you can return your B-goods items if the item you have received does not meet your expectations.

Thestatutory withdrawal periodapplies to all B-grade items.Special regulations apply exclusively to A-grade items!

The processing of your return can take up to 10 days after receipt of the goods. Please be patient. As soon as we have processed and refunded your return, you will receive an invoice correction for your records. The refund will then be made using the same payment method as when you ordered the goods. Depending on the payment provider, this may take another 1-3 working days.

Unfortunately this is not possible. After receiving and checking your return, we will refund the purchase price via the payment method you selected when ordering. If you would like a different item, please place a new order via the online store.

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

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

Returns are to be sent exclusively to our logistics partners:

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

Your return will be thoroughly checked and cleaned by us. Goods in mint condition and in their original packaging will be put back into storage. All other items willbe repaired, cleaned, and sold as B-grade goods on a secondary market or donated,depending on their condition and whether they can be repaired. Items that cannot be repaired due to severe damage or soiling will be disposed of properly.

But the fact is that we do not immediately dispose of or destroy returned items like many other large companies, but instead ensure that they can be repaired or put to other good use in the interests of sustainability, provided their condition permits.

When returning free items for promotions such as 3-for-2, we reserve the right to reclaim or charge for the products if the number of products returned is less than the order value.

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

CN22 customs declaration: Thissimple customs declaration is often used for small shipments. In some cases, the return shipment may not arrive directly at our logistics partner, but will only be made available for pickup. Direct pickup 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 shipment arrives safely and directly at our fulfillment partner.

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

Products & Service

KUDDE dog bed

We offer an extended right of return for the KUDDE dog bed so that your dog can try out the bed in its familiar surroundings at its 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. All details and the exact conditions for exercising the extended right of return 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 Terms and Conditions). It can be used once per customer and only for the first KUDDE order.

Please note:

  • It does not apply if it is clear that the return is only being made to subsequently claim an order discount. In this case, customers shall bear the return costs themselves in accordance with our return conditions.
  • KUDDE Outdoor is excluded from the extended right of withdrawal.

We want you to be happy with your KUDDE dog bed for a long time. That's why we offer a 10-year warranty on the mattress core ( excluding KUDDE Outdoor). Our warranty is governed by German law. The warranty is valid only in EU countries and Switzerland. The retailer's statutory warranty remains unaffected. The warranty period begins on the date of delivery. The proof of purchase is required as proof of warranty.

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

Our foam cores are made from mattress-quality 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 guarantee on both variants. The guarantee does not apply if the foam core is damaged due to external influences or incorrect use (e.g. scratching, biting, excessive weight for the selected size, etc.).

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

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

The underside of the cover consists of a woven fabric (similar to upholstered furniture). This must be made of air-permeable material so that the air can escape from the foam core. Otherwise the KUDDE would be rock hard. The fabric also provides the necessary ventilation for the core.

No, a free insert is not included with every KUDDE dog bed. Before purchasing your desired product, please check whether an insert is included or must 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 artificial leather dog bed. Many dogs tend to scratch in the bed. An insert or cover reduces the pressure or tension on the seams and protects the lying surface of the dog bed. Drying out and the resulting cracking is also prevented by avoiding moisture on the artificial leather. This is why a matching Hygge Pad is always included as original equipment when purchasing a KUDDE dog bed with imitation leather cover.

Yes, your KUDDE can be reupholstered at any time. The KUDDE has a modular design, allowing you to flexibly replace 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 cover.

This allows you to customize the look of the KUDDE or replace individual components without having to replace the entire dog bed. You can find a detailed overview of the structure in our blog article on the construction of the KUDDE dog bed.

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

IGLU dog cave for KUDDE dog bed

No. The IGLU is an additional item to the KUDDE dog bed. Please add the KUDDE dog bed separately to your shopping cart if you do not already have one at home. Only the KUDDE gives the igloo the necessary stability.

Always choose the right size 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 connecting piece is defective, please contact our customer service team in writing and let us know what size and how many replacements you need. We will then inform you individually about the costs and how to place your order.

Further product questions

The Moomin inlay is a suitable inlay for the KUDDE dog bed. The JOKKMOKK sleeping mat is a stand-alone sleeping place. Both mats have the same structure, although the MUMIN insert is approx. 3 cm thick (therefore it is only suitable as an insert) and the JOKKMOKK is approx. 5 cm thick and therefore provides better protection against the cold floor. Both mats have a visco-foam core, a protective cover and the fabric cover of your choice.

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

  • Minor visual defects such as discoloration or minimal scratches
  • Slight signs of wear
  • Damaged or missing original packaging
  • Returns from previous orders

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

If the item you have received does not meet your expectations, you can return the B-goods items as usual within the 14-day period.

The statutory withdrawal period applies to all B-goods items. Special regulations apply exclusively to A-goods items!

No, unfortunately we cannot offer custom-made products due to the permanent capacity utilization of our production.

When returning free items for promotions such as 3-for-2, we reserve the right to reclaim or charge for the products if the number of products returned is less than the order value.

Promotions & Discounts

Please take note of our promotions and discounts before placing your order:

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

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

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

All free rewards must be selected manually by the customer in the shopping cart when ordering - the items are not automatically stored in the shopping cart! Forwarding if forgotten is excluded.

All rewards are subject to a minimum order value . If this is not reached due to returns or similar and the free item is not returned, we reserve the right to charge for the item in full and deduct it from the refund.

Free rewards are only valid while stocks last. In the event of overselling, we reserve the right to exchange the selected free item for an alternative free item.

You can choose a maximum of one bonus per order!

Complaint

We are very sorry that you have cause for complaint; this is of course not in line with our quality standards. We would like to resolve the issue for you as quickly as possible.

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

  • Your details: invoice, order, or customer number.
  • Photos of the damage: Clear images that clearly show the problem.
  • Brief description: What exactly happened or where is the defect?

As soon as we receive these documents, 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 if the selected size is not suitable.

Please ensure you select the appropriate size and use the product in accordance with our care and usage instructions so that your dog can enjoy optimal comfort and safety.

customer account

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

Make sure that you have entered your e-mail address correctly and check your spam folder. If you can't find anything, please send an e-mail to sabro@sabro.de

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