Customer Care

WE’RE HERE TO HELP YOU!

HOW CAN I BUY YOUR PRODUCTS?

You can order through our webshop or you can visit one of our many retailers who are located all over the world. Do you want to find out if there is a retailer near to you? Go to our store locator page and find out. And no worries, if you can’t find a retailer near to you, we ship worldwide and have several shipping options for you to choose from.

CAN I PLACE AN ORDER WITHOUT REGISTERING?

Yes, you can. You can also check your order status from the help desk without registering, but registering will give you access to more information about your order. You can order through our webshop or you can visit one of our many retailers who are located all over the world. 

WHAT ARE THE PAYMENT OPTIONS?

We currently accept Visa, MasterCard, American Express and Paypal payments. Available options will be presented at checkout. 

WHEN CAN I EXPECT MY ORDER TO ARRIVE?

Delivery of items we have in stock is normally mailed within seven working days. However, the lead time can vary as all of our items are hand made in our own facility, though usually no more than two weeks after an order is placed. As soon as your order has been dispatched from our factory, you will receive an automatically-generated email in which you will find the tracking number of your order. The delivery time also depends based on the shipping option you choose at check out. See our shipping options and information below. We will mail your order as soon as possible, and we appreciate your patience as we continue to grow our company. We promise that our products are totally worth the wait.

WHAT ARE MY SHIPPING OPTIONS?

Within the European Union, we usually use FedEx as our shipping provider. Sometimes, regular post is used within the EU on some larger items, like beds. Often, however, FedEx will be the preferred shipping provider.

Outside of the EU, FedEx is our exclusive shipper. Using FedEx means that your order will be delivered:
– In two to three business days to most countries in the world, once the products leave our facility (see above for lead times).
– Guaranteed delivery during the day for peace of mind.

When your order has been confirmed you will receive an email from FedEx with your tracking information.

For information on delivery times, please refer to the shipping delivery time table. Pricing will be provided at checkout. Please note that delivery times go into effect the business day after you place an order.

Click here to see our delivery time table.

CUSTOM ORDERS

Are you looking for something special and you can’t find it in our shop? Do you need an adjustment in size, width or length? Let us know what you are looking for by emailing us at customercare@seescoutsleep.com. On all custom orders, no refunds or exchanges are possible.

ORDER CANCELLATION

Would you like to cancel an order you placed through our online store? You can easily cancel your order within 24 hours after placement. Send an email to customercare@seescoutsleep with the subject Order Cancellation, along with your order number. If your order has not yet left our warehouse, we will confirm your cancellation via email and your payment will be refunded within 5 working days from the official order date. The refund can only be made to the account the payment came from.

If you cancel your order more than 24 hours after placement, it is possible that your order may be cancelled. Please email us as quickly as possible to determine where we are in our production of your items. If the items have already been produced and dispatched to you, you are responsible for returning the items to our warehouse. If, however, your product has not been assembled and not dispatched, it may be possible to cancel your order, though this is no guarantee. Please carefully review our Return Policy below.

RETURN POLICY

We at See Scout Sleep gladly accept returns. items must be unworn, unwashed, undamaged or defective merchandise purchased through our online webshop or retailers. For full refund or exchange, items must be returned within 30 days or original purchase. Requests dor refund or exchange must be accompanied by the original receipt or the order number and order date. Refunds will be made in the form of the original payment, unless we agree to credit a different payment type. Monogrammed, personalized or final sale items cannot be returned or exchanged. Any item purchased from one of our retailers must be returned to that retailer.SHIP WITHIN EU

You can send your (items) back to us at the address below using a traceable shipping method, at your expense. Once we receive your package, we will promptly process and exchange or issue a refund in accordance with this policy. If you do not have the packaging slip, please include the following information with your return:

  • your name and billing address
  • the name, address and ZIP code of the person who placed the order, in case it was a gift
  • the date of purchase

Returns Shipping Address:

See Scout Sleep
Venserweg 1D
1112 AR Diemen
The Netherlands

SHIP FROM OUTSIDE EU

Please contact customercare@seescoutsleep.com before you ship your item(s) back to us. Let us know you like to return your order. 

We will then help you to ship your order back to us through our shipping agent Fedex. This way no duties or extra shipping costs are calculated. 

If you prefer sending your order return per standard post, please make sure you have an track and trace number of the shipment. 

Please also note to NOT fill out any product value, but fill-out the shipment is an return. If you do fill-out the original value of your order on your shipping bill, we will be billed with duties over your return. 

We can’t take on any returns with duties on it. These shipments will no the accepted and will be shipped back to the sender. 

WARRANTY

See Scout Sleep items are handmade in Amsterdam with quality workmanship and care. Each piece is individually made from natural materials. Variances should be expected in our products.

Our products are made to last. However, the lifespan of our items is determined by the care, wear, and elements each item is subjected to. Hemp webbing or leather breakage due to chewing, water exposure or anything else that compromises the integrity of the material beyond normal wear is not considered a manufacturer’s defect.

Tarnishing, fading and fraying are all parts of normal wear and tear. See Scout Sleep cannot replace items because of these factors.
A manufacturer’s defect such as hardware failure will be replaced within 12 months of purchase by See Scout Sleep. Please contact us at customercare@seescoutsleep.com regarding any such issues, including attaching a picture of the damage together with your claim.

DISCLAIMER

All See Scout Sleep items are accessory items only. The makers of See Scout Sleep assume no liability. The use of the product and safety of the pet and handler is completely at the purchaser and/or user’s discretion and responsibility.