Quick links:

• Contact options
• Known to PostNL
• Collection & opening hours
• Adjusted opening hours
• Frequently asked questions

✓ For quick and clear handling of your question, we recommend using the contact form. This makes it easier for us to link your question to your order, product, or situation.

✓ Please always wait for our message confirming that your order is ready before visiting. This helps prevent your order from still being unprocessed when you arrive.

Adjusted opening hours

We are closed on Sundays and public holidays.
If there are temporary changes to our collection hours, we will list them below.

• 24 December: 09:00 – 16:00
• 25 and 26 December: closed
• 31 December: closed
• 1 January: closed

What is your question about?

Choose the topic that best matches your question.

This helps us answer you faster

Is your question about an order? Please always include your order number. Is it about a damaged item, a wrong item, a missing item or a product that does not work properly? Please send clear photos or videos straight away.

• Order number: this helps us find your order quickly.
• Short explanation: clearly describe what happened.
• Photos or videos: especially for damage, defects, wrong items or missing items.
• Product link: useful for questions about size, suitability or use.

Where can I find the status of my parcel?

As soon as your order has been shipped, you will receive a track & trace code by email. You can use this to follow your parcel. The PostNL app often shows the fastest and most up-to-date delivery information.

View PostNL Track & Trace

When will my order be shipped?

Orders placed on working days before 17:00 are shipped the same day. Once your parcel has been registered, you will receive the track & trace information. PostNL then determines the final delivery schedule.

During busy periods, holidays, promotions or delays at PostNL, delivery may take longer. Please always keep an eye on your track & trace.

Which shipping methods do you offer?

During checkout, you will see the available shipping options for your order. Standard parcels are shipped with PostNL. In many cases, you can choose home delivery, delivery to a PostNL pick-up point or a parcel locker. Large or heavy shipments may be processed as pallet shipments.

View all shipping & delivery information

How much are the shipping costs?

Shipping costs are calculated automatically in the shopping cart. They depend on the country, weight, volume and number of parcels. Delivery to a PostNL pick-up point is often cheaper than home delivery.

You will always see the correct shipping costs before you complete your order.

Do you offer free shipping?

No, we do not offer free shipping. We prefer to keep shipping costs clear and as fair as possible, without requiring you to add extra items to reach a minimum order value.

Do you ship internationally?

Yes, we ship within Europe. The available shipping methods and costs vary per country. Enter your country during checkout and you will automatically see which options are available.

Can I choose a delivery date?

There is no fixed option to choose a delivery date yourself. Would you like us to ship your parcel on a specific day? Please write this clearly in the comments section of your order. We will take it into account where possible, but the final delivery day is determined by PostNL.

Can I still change my address after ordering?

Please contact us as soon as possible and include your order number. If your order has not yet been processed or shipped, we will check whether an address change is still possible.

If your parcel is already on its way, we usually can no longer change the address. In that case, check your track & trace to see whether PostNL still offers options, such as delivery to a PostNL pick-up point.

What happens if I entered the wrong address?

If the parcel is returned to us because of an incorrect or incomplete address, the returned items will be credited. The return costs are your responsibility and will be deducted together with the shipping costs of the original shipment. The order must then be placed again with the correct address.

Can I ask the delivery driver about my parcel?

Yes, sometimes this is possible through PostNL track & trace. In the PostNL app or on the website, you can indicate that something is wrong with the delivery. PostNL can then forward your question to the delivery driver.

1. Open the track & trace of your parcel in the PostNL app or on the website.
2. Indicate that something is wrong with the delivery.
3. PostNL forwards your question to the delivery driver. You often receive an answer by email within about 2 hours. If the driver cannot respond in time, PostNL will contact you directly.

What does Bekend bij PostNL mean?

DRD Knaagdierwinkel® is Bekend bij PostNL. This provides extra clarity: you are ordering from a Dutch webshop, with shipping from the Netherlands and a return address in the Netherlands.

• Dutch company based in Hoogeveen.
• Shipping from the Netherlands.
• Return address in the Netherlands.
• Recognisable as a sending webshop at PostNL.

View Bekend bij PostNL

What is Invullen met PostNL?

With Invullen met PostNL, your address details can be filled in automatically during checkout from your PostNL account. This helps prevent address errors and makes ordering faster.

You need a PostNL account for this. The PostNL app is also useful for tracking your parcel, managing delivery preferences and seeing more quickly whether your parcel has been taken to a pick-up point.

View the PostNL app

When can I pick up my order?

Pick-up is possible once you have received a message from us that your order is ready. Please always wait for our confirmation before coming by. This prevents you from arriving before your order has been processed.

What are the pick-up times?

• Monday to Friday: 09:00 – 18:00
• Saturday: 10:00 – 17:00
• Sunday: closed

On public holidays and in case of temporary changes, different opening hours may apply. These will be shown at the top of this contact page.

Where can I pick up my order?

DRD Knaagdierwinkel® B.V.
De Lavalstraat 5
7903BC Hoogeveen
The Netherlands

Important for damage, wrong items or missing items

Please report this within 2 days after receiving your order via the contact form. Always include your order number and attach clear photos or videos. In case of damage, keep the box, the contents and all packaging material until the damage procedure has been fully completed.

What should I do if something is missing from my order?

1. Report the issue within 2 days after receiving your order via the contact form.
2. Include your order number.
3. Take a photo of the packing slip, showing who packed the order.
4. Take a photo of the products in the box as you received them.
5. Clearly state which item is missing.

What should I do if something arrived damaged?

We pack our items with care, but damage can unfortunately occur during transport. Please report damage within 2 days after receiving your order via the contact form.

Damage to a terrarium? Report this directly to the driver and refuse the parcel. Do not accept the terrarium.

For proper damage handling, we need clear photos of:

• the packing slip, showing who packed the order;
• the contents of the box as you received them;
• the shipping label on the box;
• the outside of the parcel, including the shipping label and any visible damage;
• the opened parcel from above, so the contents and inner packaging are clearly visible;
• all types of inner packaging that were inside the box;
• the damaged item as a whole;
• a detailed photo of the damage to the item.

View the damage guide

Based on this information, we will look for a suitable solution with you, such as repair or replacement if the item is indeed damaged.

What should I do if I received the wrong item?

1. Report this within 2 days after receiving your order via the contact form.
2. Include your order number.
3. Take a photo of the packing slip, showing who packed the order.
4. Take a photo of the products in the box as you received them.
5. State which item you received and which item you expected.

If you received a completely different item, we will take back the wrongly delivered item and send you the correct item. If you received an equivalent item, we will look for a suitable solution and settle any price difference where needed.

What should I do if an item does not work properly?

1. Take a photo of the packing slip, showing who packed the order.
2. Take clear photos or videos showing the issue clearly.
3. Send your report through the contact form and include your order number.
4. Briefly explain what is not working properly and when you notice the issue.

We will then assess whether the item works as may reasonably be expected. If the item does indeed not work properly, we will look for repair, replacement or another suitable solution. If, after assessment, the item appears to work properly, return costs may be charged.

My parcel is marked as delivered, but I have not received it. What now?

1. First check the track & trace via PostNL or the PostNL app.
2. Check whether the parcel is at a PostNL pick-up point, delayed or delivered to another location.
3. Check whether the delivery address in the track & trace is correct.
4. Ask your direct neighbours whether they accepted the parcel.
5. Still unable to find the parcel after these steps? Contact us and include your order number.

What happens during a PostNL investigation for a missing parcel?

If necessary, we can start an investigation with PostNL. This investigation can take up to 6 weeks. PostNL checks, among other things, the delivery, the delivery driver and the available data.

If PostNL considers the parcel possibly missing, we receive a recipient declaration. We will forward this to you. You must complete this declaration by hand, sign it and return it to us. We must receive the completed declaration within 7 days.

If we do not receive the declaration in time, we will close the procedure with PostNL. If we receive the declaration in time, we forward it to PostNL. After PostNL’s conclusion, we will look at the next step.

Do you not want to wait for the investigation? You can place the order again. If the original parcel is delivered later after all, please refuse it at the door. If the missing shipment is later returned and the procedure has been completed correctly, we will credit the order according to the outcome of the investigation.

If the official investigation by PostNL states that the parcel was delivered correctly, we will close the procedure.

I see small insects in the packaging. What should I do?

That is of course not intended. Please contact us within 1 month after purchase and send clear photos.

We would like to receive:

• a clear photo of the insects in the original, closed packaging;
• a clear photo of the batch code.

You can also read our blog about the food moth for more information.

Can I return my order?

Yes, most items have a 14-day cooling-off period. The cooling-off period starts on the day after delivery. The costs for the return shipment are your responsibility.

View the returns page

How do I return something?

1. Fill in the withdrawal form or include the packing slip with the return shipment.
2. Pack the items neatly, completely, cleanly and preferably in the original packaging.
3. Send the parcel to our return address.
4. Keep your proof of shipment until your return has been processed.

Which items cannot be returned?

Some items cannot be returned, such as plants and terrariums. This is also explained on the returns page. Are you unsure before ordering? Please contact us before placing your order.

When will I receive my refund?

We aim to refund the amount within 7 days after processing your return.

What happens if I refuse my parcel or do not collect it from a PostNL pick-up point?

If a parcel is returned because it was refused or not collected, the returned items will be credited. The return costs are your responsibility and will be deducted together with the shipping costs of the original shipment.

Which payment methods do you offer?

During checkout, you will automatically see which payment methods are available for your country and order. These may include iDEAL, Bancontact, PayPal, credit card, SOFORT, bank transfer and pay later via Riverty/Billink when available.

View all payment methods

Can I pay cash or by card when picking up my order?

Yes, if you pick up your order from us, you can pay in cash or by card.

My payment failed. What can I do?

Log in to your account and go to My orders. There you can open the order and complete the payment if this option is available.

My pay-later payment via Riverty/Billink failed. What now?

Pay later works with an automatic check by the payment provider. If the request is rejected, the order is automatically cancelled. We cannot see why a request was rejected and we are not allowed to receive that information due to privacy rules. Please contact Riverty or Billink directly for an explanation.

Where can I find my invoice?

You can find your invoice in your account under My orders. Did you order as a guest and cannot find the invoice? Please contact us and include your order number.

How can I place an order?

Add the desired items to your shopping cart, fill in your details and complete the order through the payment environment. After placing your order, you will receive a confirmation by email.

Do I need to create an account?

No, you can also order as a guest. An account is useful, however. You can view your orders and invoices there and collect points with our reward system.

Log in or create an account

How can I collect points?

1. Create an account or log in to your existing account.
2. After registering, you will receive your first points.
3. You receive points for purchases based on your order.
4. You can also receive a birthday reward if this is set up in your account.
5. Your point balance and available rewards can be found in your account under Rewards.

Would you like to redeem a free item? Add the item to your shopping cart and then choose your reward in the rewards menu in the shopping cart.

Are the prices including VAT?

Yes, the prices on the website include VAT. Are you ordering from abroad? The VAT rate may change once you enter the destination country. You will see the correct amount during checkout.

An item is out of stock. What can I do?

Leave your email address on the product page. You will automatically receive a message as soon as the item is back in stock. Many items return quickly, but for some brands or natural products, delivery times may vary.

Where do your products come from?

We purchase our products directly from reliable manufacturers and suppliers, mainly within Europe. This allows us to pay closer attention to quality, origin, storage and suitability for rodents, rabbits and other animals in our range.

Want to know more? Read our page about Product Selection & Quality Control.

Is an item suitable for my animal?

On the product page, look at the animal icons. A green icon means that the item is suitable for that animal. A lighter icon means that the item is not suitable for that animal.

We do not only look at the animal species, but also at size, function, material and practical use. For example, a house may be spacious enough for a mouse, but too small for a rat or guinea pig. Are you unsure? Send us the product link, your animal species and, if relevant, the size of your animal or enclosure via the contact form.

Where can I find products by animal species?

It is best to start with the right animal category. There you will find products and selection guides that better match your animal.

Is everything on the website available from your own stock?

Yes. Items that can be ordered on our website are delivered from our own stock. We do not work with dropshipping. This allows us to ship faster and keep control over storage, packaging and quality.

How do you store natural products such as flowers, herbs and harvest products?

We store natural products carefully in our warehouse. Flowers, herbs, leaves and harvest products are stored in a way that helps preserve quality, scent, colour and structure as well as possible. We also avoid unnecessary UV light, as this can cause natural products to lose quality more quickly.

Can you help me choose the right item?

Yes, we are happy to help you think along. Please send us as much practical information as possible: which animal you are shopping for, the dimensions of the enclosure and what you are unsure about. For houses, running wheels, tunnels, bedding, food and enclosure setup, the right size and function matter.

Can you help with a complete enclosure setup?

Yes. Would you like targeted help with setting up an enclosure? View our Custom package page. There we explain which information we need, such as animal species, enclosure dimensions, photos, wishes and budget indication.

What should I send if I want product advice?

• Animal species and, if relevant, species/variant.
• Age and sex, if known.
• Number of animals.
• Type of enclosure and dimensions: length x width x height.
• Photos of the enclosure or current setup.
• What you are looking for: basic setup, upgrade, food, bedding, enrichment or a specific product question.
• Your order number, if you have already placed an order.

Still need help?

Please use the contact form below. The clearer your message, the faster we can help you properly.

DRD Knaagdierwinkel® is happy to help you with clear information, suitable products and practical advice. Specialist since 2011.