We're glad you're here. Here you'll find answers to frequently asked questions about STYA, our products, your order, and everything in between. If you can't find an answer, feel free to contact us via our contact form or by email – we're always happy to help.
We usually process every order within 1-2 business days after payment is received. In exceptional cases, it may take longer – you can find the respective delivery time directly on the product page.
Deliveries Germany and EU countries:
After shipping, delivery usually takes 1-3 business days.
Deliveries Switzerland:
After shipping, delivery usually takes 3-5 business days.
We cooperate with MeinEinkauf.ch so that, among other things, no customs clearance costs are incurred for you.
For this purpose, we always send the parcels first to MeinEinkauf.ch in Konstanz, who handle the customs clearance and forward them.
This has the advantage that you pay us the complete price including Swiss VAT. So no additional costs will be incurred by you.
Due to this process, you will only receive the shipping confirmation once MeinEinkauf.ch has completed customs clearance and forwarded the shipment to you. Please do not be confused by this.
Domestic deliveries | Germany
We calculate shipping costs based on the order value (gross merchandise value):
- Merchandise value up to €99.99 = €4.95
For orders with a value of €100.00 or more, shipping is free.
International deliveries | EU + CH
We calculate international shipping costs based on the order value (gross merchandise value):
EU countries:
- Merchandise value up to €199.99 = €14.95
Switzerland:
- Merchandise value up to CHF 499.99 = CHF 24.95
For orders with a value of €200 / CHF 500 or more, international shipping is free.
Through our partnership with MeinEinkauf.ch, you can order from us as if you were shopping in a Swiss online store. The stated shipping costs already include Swiss VAT as well as all customs and import fees – so no additional costs will be incurred upon delivery to Switzerland. The service is applied automatically; no manual selection during the ordering process is necessary.
Here's how it works: We first send your package to MeinEinkauf.ch in Constance. There, customs clearance is handled, and the shipment is then forwarded to you. For this reason, you will only receive your shipping confirmation once MeinEinkauf.ch has completed customs clearance and the package is on its way to you – please do not be confused by this.
No, unfortunately, delivery to a packing station is not possible. Our products exceed the permitted dimensions and therefore do not comply with the guidelines for parcel stations. Please provide a regular delivery address when placing your order, where the parcel can be received personally or by neighbours.
Once your order leaves our warehouse, you will receive a shipping confirmation email with a tracking link. You can use this to check the current status of your shipment at any time.
Normally, we ship our parcels with DPD. For larger products, such as some scratching posts, we ship with GLS. Delivery with DHL is currently not possible.
If you are on holiday or moving and therefore require a specific delivery date, please contact us by email with your order number.
We will be happy to accommodate you and ship according to your preferred time frame.
We're sorry to hear that. Unfortunately, transit damage can sometimes occur.
Please document the damage with photos (packaging exterior and product interior) and contact our customer service immediately at support@stya.de. We will work to find a solution as quickly as possible.
First, please check the shipment tracking and with your neighbors or at the nearest post office. If the tracking status has not changed for more than 5 working days, please contact us – we will then initiate an investigation with the shipping service provider.
We apologize for this error. Please send us a short message with your order number and a photo of the item received – we will arrange for the correct product to be shipped immediately.
Please check the packaging carefully first. Smaller items are occasionally hidden between packing material or in the corners of the box and are easily overlooked.
In addition, we often divide larger orders into several packages. In this case, check your shipping confirmation – there you will see how many packages are on their way and whether all of them have already arrived.
If, after these two steps, you determine that an item is actually missing, please contact our customer service with your order number. We will take care of it as soon as possible.
As long as your order has not yet been shipped, changes or cancellations are possible. Please contact us as soon as possible via email or the contact form and provide your order number.
No. Discounts cannot be combined.
Yes, you can find STYA gift vouchers here:
The availability of payment methods - especially purchase on account via Klarna - depends on an automatic credit check and matching shipping and billing addresses. For pre-orders, payment via some payment methods is also not possible. The country from which you are ordering is also crucial.
As a shop, we have no influence on this check. The desired payment method may be available again for your next order.
You can cancel your order within 14 days of receipt without giving any reason. It is important that you ship the products within 14 days of delivery to you. The goods must be unused, complete and in their original packaging.
You have a 14-day return period from receipt of the goods. Please note the following instructions for a smooth process:
Before shipping
We only accept unmounted original goods in their original packaging. Please pack the products carefully to avoid transport damage – otherwise, we will have to charge you for it.
Shipping the return
The direct costs of the return (including customs duties) are borne by the buyer. You can process the return with any shipping service provider. We strongly recommend insured shipping so that any costs incurred due to transport damage are covered by insurance.
Please send your return to the following address:
STYA GmbH
Robert-Koch-Weg 3
72555 Metzingen
Germany
Inspection and Refund
Upon receipt, we will inspect the goods for damage and functionality. If the goods are in new condition, we will refund the full purchase amount via the original payment method.
If damages have occurred that go beyond an inspection of the quality, characteristics, or functionality, we will charge you for the resulting loss of value. In this case, only a partial refund will be issued – the amount will be decided on a case-by-case basis.
Once your return has been received and inspected, we will refund the purchase amount using the original payment method. This usually takes 3–10 business days. With Klarna, it may take a little longer depending on the payment model.
Yes, you can reorder all wear parts directly from us as spare parts. You can find them here:
We always include the appropriate assembly instructions with your order.
If you need the assembly instructions again at a later date, for example if you are moving, you can find them here:
Yes, absolutely. If you're unsure which product suits your cat and living situation, just contact us – we'll advise you personally by email or phone.
We can also arrange an individual phone appointment.
Unfortunately, not yet. STYA is a small family business, and we sell our products exclusively through our own online shop – so there are currently no retailers or showrooms.
However, that will change soon: In a few months, we will open our own showroom at our company headquarters in Metzingen. There you can experience our products live and at your leisure – and combine your visit with a shopping day in Outletcity Metzingen.
Until then, we would be happy to advise you in detail via email, chat or phone. Just write or call us – we'll take the time you need to make your decision.
