FAQ
Frequently asked questions
Where does Urban Prairie deliver?
We currently deliver exclusively to delivery addresses in Switzerland.
How much does shipping cost?
Standard shipping costs CHF 9.90; it is free for orders of CHF 49.00 or more. See our shipping policy for details.
How long does delivery take?
The estimated delivery time is generally 5–10 business days from the shipping confirmation. See our shipping policy for details.
Are there additional import charges upon delivery?
We deliver exclusively to delivery addresses in Switzerland. The prices and shipping costs shown at checkout are decisive for the order. If a carrier nevertheless requests an unannounced payment, please contact us before paying.
Can an order arrive in several packages?
Yes. Depending on the products and fulfillment locations, an order can be split into several shipments. This does not result in additional shipping costs for you.
Can I return my order?
Swiss law does not provide a general statutory right of withdrawal for online purchases. Urban Prairie currently does not grant a general voluntary right of return for goods without defects unless expressly stated otherwise. Your statutory warranty rights in the event of defects remain unaffected.
What should I do in the event of a defect, an incorrect delivery or transport damage?
Please contact us as soon as possible after discovering the issue at hello@mercuryinternational.ch. Send us your order number, a brief description and, where appropriate, photos of the product and packaging.
How can I unsubscribe from the newsletter?
Use the unsubscribe link at the end of every newsletter email or send a message to hello@mercuryinternational.ch.
How can I request access to, correction or deletion of my data?
Contact us at hello@mercuryinternational.ch. We process data protection requests in accordance with applicable law and existing retention obligations.
How do I find the correct size for a collar or harness?
Measure the neck and chest directly on your dog while it is standing and compare both measurements with the size chart on the product page. Step-by-step instructions are available in our guide to choosing the correct size.