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Frequently Asked Questions

What are the shipping times for your products?

We take 1-2 business days to process your order and then 7 to 15 business days (approximately 7 to 20 business days) to deliver it to France, Belgium, Switzerland and Luxembourg. For other countries, the average delay is between 35 & 40 working days

Do you ship all over the world?

Yes, absolutely. We deliver worldwide.

Where are we shipping your product?

Our offices are located in Ellezelles, Belgium. Our international warehouses are located in Malaysia and China.

Do you provide tracking information for the product?

Yes, you will receive an email once your order has been shipped. This one is containing your tracking information. My follow-up tells me "no information available at the moment"; for some shipping companies, it takes 2-5 business days for the tracking information to be updated in the system. For logistical reasons, different items of the same order can sometimes be sent in separate packages. Missing some items from my order, what's going on? Our products are shipped separately according to your order. For example, if it contains items from two different warehouses, there will be two deliveries. The rest of the order will arrive shortly.

I received a damaged item. What can I do?

We are sorry to hear that. Simply send us an image of the damaged item in question to the email address: and we will send you a similar replacement item as soon as possible or we will refund you.

Where are you?

We are located in Ellezelles, Belgium. I still have not received my order. What takes so much time? We apologize for the delay. Sometimes international shipping may take longer than expected due to customs clearance. You can instead trace your order and see where it is at any time. If you still feel that you need help tracking your package or would like to inquire about it, please contact us by email at

Do you have a refund policy?

We try our best to solve all the problems that our customers might encounter with their articles online. If you still wish to receive a refund on your order, we can of course complete the payment, in case the appeal is made within 30 days from the date of the order and the product (s) concerned are not settled .

Why is delivery so long?

Our goods are located abroad. This allows us to limit the cost of storage to offer articles at very competitive rates while offering support in French.

Who are we?

Homeidog is one of the activities of Exosoft. Homeidog markets safety accessories for pets.