Shipping policy

Shipping, Insurance & FermoPoint

1. Delivery and Parcel Reception

All our shipments are carefully packaged to withstand transportation. However, in order to qualify for insurance compensation in the event of damage, the recipient MUST follow these instructions upon delivery:

Specific Reservation of Inspection

If the parcel appears visibly damaged, crushed, or tampered with, the customer MUST accept the parcel by signing with a “Specific Reservation of Inspection”, clearly describing the issue on the courier’s delivery note (for example: “parcel punctured,” “right side crushed,” “internal impact noises,” etc.).

Documentation

In the event of damage, photos of both the external packaging and the damaged product must be sent within 24 hours to: info@dixystore.com

Important

Without a properly written Specific Reservation of Inspection on the courier documentation, insurance providers may reject the claim, and the Seller cannot be held responsible for transport damage.

2. Insured Shipments (Optional – €5.00)

Customers may request shipping insurance for additional protection.

Insurance costs follow the conditions applied by each courier service:

  • BRT: Insurance cost is calculated at 1% of the merchandise value (minimum €5). Compensation is issued according to the extent of the damage (partial or total).

  • FedEx / TNT: Insurance cost is calculated at 1% of the merchandise value. In the event of an approved claim, reimbursement is equal to 90% of the insured value.

BRT Shipping Insurance

Shipping insurance can be added to cover the value of the goods in case of loss or damage during transport.

If an issue occurs upon delivery, it is important to follow the correct procedure in order to open a compensation request:

  • Always inspect the parcel upon delivery.

  • In the presence of visible or suspected damage, accept the parcel with a specific reservation of inspection, clearly indicating the issue (for example: “damaged parcel,” “crushed package,” etc.).

  • Document the damage with photographs of both the parcel and its contents.

  • If damage is discovered only after opening the parcel, contact BRT promptly through their official claims procedure.

We also encourage you to contact us directly so we can assist you throughout the process.

Please note that without a detailed and specific reservation made at the time of delivery, it may not be possible to proceed correctly with the insurance claim.

For additional information and to open a claim, please refer to the official BRT guidelines.

3. BRT FermoPoint - Italy only

We offer delivery to BRT FermoPoint collection locations (newsstands, tobacco shops, and other pickup points).

This option allows you to collect your parcel at your convenience without waiting at home for the courier.

You will receive an SMS or email notification once your parcel is ready for collection.

4. Delivery Times & Shipping Rates

Shipping is free within Italy when selecting collection through a BRT FermoPoint.

Parcels are generally available for pickup at the FermoPoint (PUDO) approximately 24 hours after shipment.

For home delivery, the following options are available:

  • Express Delivery (1–2 working days) – €9

  • Priority Delivery (next working day, where available) – €15

Handmade Production

Please note that handmade products may require up to 3 weeks of production time before shipment.

International Shipping

Rates are calculated at checkout. Estimated delivery time: 5–7 working days.

Delivery times are indicative and may vary depending on destination and possible logistical delays.

5. Customs Duties and Import Taxes (Non-EU Countries)

For shipments destined for countries outside the European Union (such as the United Kingdom, Switzerland, and Norway), import duties, taxes, or customs clearance fees may apply.

These charges are not included in the order total on DIXY’S Concept Pet Store. They are determined by the customs authorities of the destination country and remain the sole responsibility of the customer.

For more information and to estimate possible charges, please consult your local customs authority or the following resources: