FAQ
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Shipping
Do you ship internationally outside the EU?
Do you ship internationally outside the EU?
At present, we deliver only to selected countries within the European Union.
If you would like your order delivered outside the European Union, please contact us at info@silverwhiskers.eu. We will let you know whether delivery can be arranged.
How much does shipping cost? Is there free shipping over a certain amount?
How much does shipping cost? Is there free shipping over a certain amount?
Shipping costs are calculated automatically at checkout based on the delivery destination, the products ordered, and the selected shipping method.
Any available free shipping offers or promotional delivery discounts will be clearly displayed during checkout or on our website.
Which countries do you ship to?
Which countries do you ship to?
We currently deliver to selected countries within the European Union. Available delivery destinations are displayed during checkout and may change from time to time.
If your country is not available during checkout, please contact us at info@silverwhiskers.eu, and we will let you know whether delivery can be arranged.
How long does delivery take?
How long does delivery take?
Delivery times vary depending on your location, product availability, and the selected shipping method. Estimated delivery times are provided during checkout and in your shipping confirmation email where applicable.
Once your order has been dispatched, you will receive tracking information where available.
Returns & refunds
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When will I receive my refund?
When will I receive my refund?
Once we have received and inspected the returned item, your refund will be processed using the original payment method. Refunds are typically issued within 5–10 business days, depending on your payment provider, once we have received and inspected the returned item, where applicable
Who pays return shipping?
Who pays return shipping?
If you change your mind, the cost of returning the item is your responsibility. If you receive the wrong product or your order arrives damaged or defective, we will cover the return shipping costs and arrange a suitable solutio
How do I request a return?
How do I request a return?
Please email us at info@silverwhiskers.eu within 14 days of receiving your order, including your order number and the reason for your return. We'll guide you through the process and make it as simple as possible.
What's your return policy?
What's your return policy?
You can return eligible items within 14 days of receiving your order, in accordance with applicable European consumer protection laws. Returned items must be unused, in their original condition, and in the original packaging. Please contact us before sending any item back so we can provide return instructions.
Can I return a product after my dog has used it?
Can I return a product after my dog has used it?
Some products may not be eligible for return once they have been opened or used, particularly hygiene-sensitive items such as shampoos, paw balms, nose balms, or other sealed care products.
For other products, your right to return may depend on their condition and the nature of the product. If you're unsure whether an item can be returned, please contact us before opening or using it. We'll be happy to advise you.
For full details, please see our Return & Refund Policy.
Payment
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Will I receive an order confirmation?
Will I receive an order confirmation?
Yes. As soon as your payment is successfully completed, you will receive an order confirmation email with your order details.
What payment methods do you accept?
What payment methods do you accept?
We accept a wide range of secure payment methods to make checkout as convenient as possible, including:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Shop Pay
- Klarna
- Bancontact
- BLIK
- UnionPay
Available payment methods may vary depending on your country and device.
Is my payment information secure?
Is my payment information secure?
Yes. Your payment information is processed securely through Shopify Payments and our trusted payment partners. We do not store your credit or debit card details on our servers.
Can I pay in installments?
Can I pay in installments?
Yes. We offer Klarna for eligible customers, allowing you to pay later or split your purchase into installments, depending on your country and Klarna's available options.
Order/account
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Do you offer gift wrapping or gift cards?
Do you offer gift wrapping or gift cards?
Not at the moment. Our current focus is on carefully packing every order to ensure it arrives safely. Gift wrapping may be introduced in the future.
Can I change or cancel my order after placing it?
Can I change or cancel my order after placing it?
If your order has not yet been processed for shipment, please contact us as soon as possible at info@silverwhiskers.eu. We'll do our best to accommodate your request, although we cannot guarantee changes once an order has entered the fulfillment process.
How do I track my order?
How do I track my order?
As soon as your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number and a link to track your parcel.
Trust & care
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Why did you start Silver Whiskers?
Why did you start Silver Whiskers?
Silver Whiskers was inspired by our beloved dog, Braškė, who was part of our family for more than 18 years. Caring for her in her senior years showed us how difficult it could be to find high-quality, thoughtfully designed products that truly improved comfort and mobility. We created Silver Whiskers to help other families give their aging pets the same love, comfort, and dignity they deserve.
Can you help me choose the right product for my dog?
Can you help me choose the right product for my dog?
Absolutely. If you're unsure which product is the best fit, simply email us at info@silverwhiskers.eu with a few details about your dog, such as age, breed, size, and any mobility or comfort needs. We'll be happy to recommend products that may best suit your dog's needs. Please note that our recommendations are based on product knowledge and are not a substitute for professional veterinary advice. If your dog is experiencing pain, illness, or a medical condition, we always recommend consulting your veterinarian.
Product & fit
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How do I care for the products?
How do I care for the products?
Care instructions are provided on each product page. Please refer to the product description for detailed care, cleaning, and maintenance information.
Are the snuffle mats safe for dogs with reduced mobility or poor eyesight?
Are the snuffle mats safe for dogs with reduced mobility or poor eyesight?
Yes. Our snuffle mats are designed to be used lying down or standing in place, so dogs with limited mobility can still enjoy the mental stimulation without needing to move around. The textures are also easy to navigate by touch and scent, which helps dogs with reduced eyesight.
What's the difference between a regular bed and an orthopedic bed?
What's the difference between a regular bed and an orthopedic bed?
Regular beds use standard cushioning that compresses unevenly and can create pressure points at the hips, elbows, and shoulders. Orthopedic beds use high-density support foam that distributes your dog's weight more evenly, reducing pressure on joints and making it easier for them to get up and lie down comfortably.
How do I know what size orthopedic bed to get for my dog?
How do I know what size orthopedic bed to get for my dog?
Measure your dog from nose to tail while they're lying down stretched out, then add about 15–20 cm to that length. If they're between sizes, size up — a bed that's slightly too big is more comfortable than one that's too small, especially for a dog with joint stiffness who needs room to fully extend.
Are your products suitable for dogs with arthritis, hip dysplasia, or mobility issues?
Are your products suitable for dogs with arthritis, hip dysplasia, or mobility issues?
Yes, our range is designed specifically with aging and mobility-limited dogs in mind. That said, we're not veterinarians, so for dogs with a diagnosed condition, we always recommend checking with your vet about what additional support your dog may need.
My dog is a puppy/young adult, can they still use these products?
My dog is a puppy/young adult, can they still use these products?
Absolutely. While we focus on senior dogs, good joint support and comfortable rest benefit dogs of any age — and starting early with supportive bedding can help larger or joint-prone breeds long-term.