Frequently Asked Questions & Our Answers
General Questions
How can I contact Outentin?
You can contact us via the contact form on our website, by email at office@outentin.eu, or by phone at +49 151 74376146.
Where can I buy Outentin products?
You can order Outentin products directly through our online store. Selected products may also be available on external marketplaces.
How do I choose the right product size?
Product dimensions and size details are listed on each product page. For dog houses, we recommend choosing the size based on your dog’s measurements and sleeping habits rather than breed name alone.
Are Outentin products suitable for modern interiors?
Yes. Outentin products are designed to combine functionality, comfort and a refined aesthetic, so they fit naturally into modern homes and outdoor spaces.
How do I care for Outentin products?
Product-specific care instructions can be found on each product page under the Care section. Outdoor wooden products require regular maintenance, including reapplying a suitable wood impregnation at least once a year.
Store & Payment
Which payment methods do you accept?
We currently accept the following payment methods: Shop Pay, Visa, Mastercard, American Express, Maestro, UnionPay, Apple Pay, Google Pay, Klarna and PayPal.
Is payment secure?
Yes. All payments are processed through secure checkout methods available in our store.
How can I see if a product is available?
Availability is shown directly on each product page. If a product or variant is temporarily unavailable, please contact us at office@outentin.eu.
Shipping & Delivery
Which countries do you ship to?
We currently ship to Germany, Austria and selected EU countries, including Belgium, Czech Republic, France, Italy, the Netherlands, Luxembourg and Romania.
Do you offer free shipping?
Yes, we offer free shipping to Germany and Austria.
How long does delivery take?
Delivery times depend on the destination and the product type. Shipping details are shown at checkout or in our shipping policy.
Can I track my order?
Yes. Once your order has been shipped, you will receive a shipping confirmation email with tracking information.
What should I do if my order has not arrived?
Please first check the tracking link in your shipping confirmation email. If your order is delayed or you need further help, contact us at office@outentin.eu and we will assist you.
Orders
Can I change or cancel my order after placing it?
If your order has not yet been processed or shipped, we may still be able to make changes. Please contact us as soon as possible at office@outentin.eu.
What should I do if my package arrives damaged?
If your package or product arrives damaged, please contact us as soon as possible and include:
- your order number
- a short description of the issue
- clear photos of the product
- photos of the packaging and shipping label
This helps us review the case quickly and find an appropriate solution.
What should I do if parts are missing?
Please contact us with your order number and photos of everything you received. We will review the case and help arrange the right solution.
Returns & Refunds
Can I return my order?
Yes. You can return eligible items within 14 days of receiving your order, in line with our refund policy. Returned items must be unused and in appropriate condition.
How do I request a return?
Please contact us via the contact form on our website or by email at office@outentin.eu with your order number and reason for return. We will guide you through the next steps.
Who pays for return shipping?
Return shipping costs are handled according to our refund policy. Please check our Refund Policy page for details.
When will I receive my refund?
Refunds are issued within 48 hours after the return has been processed. Depending on your payment provider, it may take additional time for the refund to appear in your account.
Product Questions
Are your outdoor dog and cat houses insulated?
Yes. Selected outdoor houses are insulated and designed to provide better protection in changing weather conditions. Please check each product page for specific construction details.
Are your outdoor wooden products weatherproof?
Our outdoor products are designed for outdoor use and made with durable materials. To help maintain the wood over time, we recommend regular care and re-impregnation when needed.
Do your products require assembly?
Some products require simple assembly. Information about assembly is shown on each product page. Where applicable, products are designed for quick setup with pre-drilled holes and straightforward construction
Are the materials safe for pets?
Our products are designed with pet comfort and everyday use in mind. Product-specific materials and finishes are listed on each product page.
Care & Outdoor Use
Do I need to impregnate the dog house?
Yes. For outdoor wooden products, we recommend reapplying a suitable wood impregnation at least once a year to help protect the material and extend its lifespan.
How do I choose the right dog house size?
Choose the dog house based on your dog’s body measurements and sleeping position. A house that is too large may be less efficient at retaining warmth in colder weather, while a house that is too small may reduce comfort.
Is the dog house suitable for winter?
Selected insulated models are designed to provide better protection during colder months. For best performance, the house should be placed in a suitable outdoor location and maintained properly.
How should I care for outdoor wooden dog houses?
To preserve the wood and extend the product’s lifespan, we recommend placing it on stable, well-drained ground and reapplying a suitable wood impregnation at least once a year. The roof, floor and interior should also be checked regularly.