When will my order arrive?

You can find the delivery time in your order confirmation. Trailers are considered bulky goods and may take a few days longer to deliver than parcels with accessories. However, the shipping time is usually no longer than 2-10 business days and depends on the shipping company.
We will notify you as soon as we have shipped your order. You will also receive the tracking numbers of all packages.

How do I get an invoice for my order?

As soon as we ship your order, you will automatically receive the invoice by email at the address you provided when you placed your order. Please also check your spam folder as a precaution. If you can no longer find it, please contact our customer service team.

How can I check the status of my delivery?

As soon as your order leaves our warehouse, you will receive a confirmation email with all the shipping details, including a tracking number. This allows you to track your shipment online and stay informed about its delivery status at any time.

Please note:

  • The delivery time is usually between 2–10 business days.
  • If your order includes more than one item, it may be shipped in multiple partial deliveries.

If your order includes a Croozer trailer, it may be shipped in multiple partial deliveries. Due to its size, the trailer is classified as bulky goods ("Sperrgut") and might take longer to arrive than other items in your order. Unfortunately, we have no influence on delivery times for bulky goods, as they depend on the carrier’s processes.

Thank you for your understanding!

I have already placed my order. Can I still change anything?

Unfortunately, it is not possible to change an order after it has been placed. However, our customer service team will be happy to check this for you. Contact us directly via chat or use the form and we will try to make the requested change for you.

How can I cancel my order?

Consumers have the right to withdraw from the contract within 14 days (latest) after receiving the goods without giving any reason. The withdrawal can be exercised by completing the form available in the footer menu under “EU Withdrawal” and clicking “Withdraw Contract”. Alternatively, registered customers may create a return request through their 👤🧾 customer account. Once the withdrawal request has been submitted, return instructions will be provided. If the goods have already been shipped, our customer service team will provide instructions regarding refusal of delivery or the issuance of a return label. After the returned goods have been received and inspected, the refund will be processed within the statutory time limits using the same payment method used for the purchase.

I have not received all of my packages. What should I do?

Depending on the size of the package and the immediate availability of products, your order will be split into several partial deliveries. Therefore, it may well happen that not all packages are delivered at the same time. You can find a delivery update for all packages in your order in your customer account under your order. We kindly ask for a few days patience if the order is not delivered in full.

What should I do if the shipping status says that everything has been delivered but the order is incomplete?

In this case, we ask that you contact our customer service team. We will be happy to check this for you and ensure that you receive all parts as quickly as possible. In any case, take a photo of the packaging if it has been damaged or you suspect that the package has been opened.

My order is damaged. What should I do?

Please contact our customer service team immediately. We are available Monday through Friday via live chat or you can use the form to contact us. We will check your request immediately and find a solution for you. Please share photos of the damaged item with our customer service team. This is very helpful for processing. If the outer packaging is obviously damaged upon delivery, you are free to refuse to accept the package.

I am having trouble placing an order. What should I do?

We are happy to help if you have trouble placing an order.
Please send us a message using the contact form and attach a screenshot. Try to describe the problem as accurately as possible. Did you see an error message or a blank page? What was the error message? What have you already tried to solve the problem?

I bought my Croozer from a retailer. Who can help me?

We don't have any information about questions regarding order status, payment or delivery time. You'll have to contact the retailer directly. Any defects in the delivery must be reported directly to the retailer. For warranty claims or questions about compatible accessories and a suitable coupling solution, our hitch finder or our customer service team will be happy to help you. If you are looking for a dealer near you, use the retailer search.

If you ever want to return an order purchased from a dealer, please also contact the respective seller. If the seller does not take the goods back, unfortunately we also have no way of processing the return.

Where can I find return conditions for marketplace orders?

Please check the order and return policies directly on the website where you placed your order (e.g. Decathlon or Fressnapf).