Delivery & Returns
Table of contents
- Shipping and delivery of orders for individuals
- Returns & Refunds
- United Kingdom and outside the EU
- Professionals
Shipping and delivery of orders for individuals
Unless otherwise stated on the product page, all items shown on our site are in stock.
Orders placed before 1 p.m. are shipped the same day. Those placed after 1 p.m. will be shipped the next day. Orders placed after 1 p.m. on Friday: shipped on Monday.
You can track your parcel's progress in real time using the tracking number sent by email, also accessible from your customer account under "Orders".
All our parcels are delivered against signature. Please note that any damaged parcel must be noted on the carrier's delivery slip. If a parcel is open or punctured, we recommend refusing delivery.
France rates
Other countries
Returns and refunds
France and European Union: 60 days after receipt to return an item.
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Store credit: free return
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Refund: €4.90 contribution toward return costs
The label is provided in both cases. The store credit corresponds to the amount paid for the returned items and is valid for 12 months. The refund is issued to your original payment method, with €4.90 deducted.
How does it work?
On our [portail de retours], enter your order number and email address. Select the items, the reason, and your choice: store credit or refund. Then follow the instructions to obtain the label and drop off your parcel.
Return the items clean, complete, and in new condition, in their original retail packaging if applicable. Try them indoors, on a clean dog, and remove any hair before returning them.
Returns are processed within 5 business days of receipt.
A different size?
No direct exchanges: choosestore credit with free return, then place a new order once the credit has been issued.
Defect or fulfillment error?
For a defective product, damage upon delivery, or a fulfillment error, contact info@inlandsis.fr without using the portal. The costs are fully covered.
United Kingdom and outside the EU
Contact info@inlandsis.fr before any return. We prioritize a solution without a physical return (store credit, partial refund).
Order placed before October 6, 2026?
Your order is not recognized by the portal. Contact info@inlandsis.fr : your return is processed according to the conditions enclosed with your parcel.
Your statutory rights remain applicable. Details in our General Terms and Conditions of Sale.
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YOU ARE A PROFESSIONAL:
Shipping & Delivery of your parcel:
Parcels are generally prepared and shipped on the same day that our sales department validates your order. They are shipped via DPD Predict - Delivery service by SMS appointment (if you have entered a mobile phone number in your customer account) or via DPD Classic (if we do not have your mobile phone number).
Your parcel can be tracked in real time using the tracking number provided by the carrier and accessible from your customer account ("Orders" section).
All our parcels are delivered against signature. Please note that any damaged parcel must be subject to a reservation being noted on the carrier’s delivery receipt. Any parcel that is open or punctured must be refused.
Shipping costs include preparation and packaging costs, as well as postage. Preparation costs are fixed, while shipping costs vary according to the total weight of the parcel. We recommend grouping all your items into a single order. We cannot combine two separately placed orders, and shipping costs apply to each of them. Your parcel is shipped at your own risk, but particular care is taken with fragile items.
The box dimensions are suitable and your items are properly protected.
Return conditions:
All orders are considered firm and final. Returns are therefore not accepted.
In accordance with our General Terms and Conditions of Sale for professional customers, any request to modify, suspend, or cancel the Customer’s order once it has become final is subject to Inlandsis, SAS Polar Quest’s express written acceptance. In the absence of such an agreement, Polar Quest shall be entitled to demand performance of the order and full payment of the amounts specified in said order.