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Yes, we ship to most EU/EEA countries; availability and costs are shown at checkout.
Typically 2–7 business days depending on destination and courier; islands/remote areas may take 5–10.
Yes, consumer prices are displayed VAT-inclusive per EU rules (OSS/IOSS where applicable).
By destination, weight/volume, and courier; the exact amount appears at checkout.
Yes,in some cases free shipping is available. It will always be confirmed at checkout
Where supported locally, you can select a pickup point/locker at checkout.
Yes, to select locations; options and surcharges are shown at checkout.
You’ll receive a tracking link via email/SMS once the parcel is dispatched.
The courier will attempt redelivery or route to a pickup point; instructions come via SMS/email.
We’ll notify you; you may cancel for a full refund or accept a new delivery date (EU rule).
Yes, but customs, duties, or import VAT may apply per local law.
Certain items may have restricted transport; any limitations appear on the product page.
Possible before dispatch—contact support immediately via the contact form
We can consolidate if orders aren’t yet processed; contact us promptly.
Report it to us; we’ll investigate with the carrier and arrange replacement or refund.
Yes, to speed delivery; you’ll receive separate tracking emails.
Only where the local courier supports it; otherwise please use a physical address.
Only with SafePlace/authority to leave features supported by the courier (at your risk).
Available in some countries; shown at checkout if supported.
We’ll pass your request to the courier where the service is available.
Cards (Visa/Mastercard), [Apple Pay/Google Pay], [PayPal], and Cash on Delivery in countries where this method is available.
Yes—processed via PCI-DSS-compliant providers; we don’t store card data.
Prices show in local currencies; your bank may apply fees if different.
Yes—enter company details at checkout; invoices are emailed automatically.
Depends on campaign rules; see voucher conditions at checkout.
Common reasons are bank security checks or mismatched details; try another method or contact your bank.
At order placement; for preorders, it may be at dispatch depending on the method.
If available in your country, options appear at checkout.
No extra fees from us; your bank/payment provider may apply their fees.
Yes—contact us via the contact form before paying.
Yes, before dispatch or within 14 days of delivery under the EU right of withdrawal.
Consumers can withdraw within 14 calendar days after receiving goods without giving a reason.
Get in touch via the contact form, or send the EU model withdrawal form (optional).
Unless stated otherwise, the customer pays; if faulty/incorrect, we cover it.
Unsealed health/hygiene goods (e.g., opened food/supplements), perishables, and customized items.
Unused, in original packaging with all accessories and tags.
Within 14 days of withdrawal notice; we may delay until we receive goods or proof of return.
To the original payment method unless otherwise agreed.
Start a return and place a new order, or request an exchange where available.
Send photos and order number within 48 hours; we’ll replace or refund promptly.
A 2-year legal guarantee of conformity for consumer goods across the EU.
We may repair, replace, or offer a price reduction/refund, as required by law.
via the Contact Form with order number, photos, and a description of the issue.
Yes; they comply with applicable EU directives and standards.
Dispose via local WEEE/battery schemes; return options may be available.
Yes—invoice or order confirmation serves as proof.
Damage from misuse/unauthorized modifications isn’t covered.
Wear/consumables aren’t covered, but manufacturing defects are.
B2B warranties may differ; see B2B terms or contact us.
Yes—check product pages or contact support.
Yes—sourced from authorized distributors with full traceability.
Ingredients, additives, analysis, species/age, feeding guide, best-before, lot, manufacturer.
No—only within valid shelf life with adequate remaining time.
If sealed and resaleable within 14 days; opened food is non-returnable for hygiene.
Use filters (grain-free, single-protein, poultry-free), read labels, and consult a veterinarian.
Complete meets full needs; complementary must be combined with other foods.
We list intended use; seek veterinary advice for specific conditions.
Manufacturers run QC; we conduct spot checks with compliant partners.
Country of origin/manufacture is shown on pages or labels when provided.
Yes—available on product pages or on request via [email].
Transition over 7 days: 25% → 50% → 75% → 100% new food.
Match to pet size, jaw strength, and age; see product guidance.
Follow the feeding guide and adjust for activity/age/condition.
No—treats should be under 10% of daily calories.
Some brands do—check filters and labels.
Often yes—look for senior formulas with joint/digestive support.
We sell [raw/non-raw] options per policy; follow safe handling guidance.
Keep cool, dry, sealed; observe best-before and after-opening advice.
We highlight brands with ethical policies where provided.
No—information is educational; consult your veterinarian.
Yes—choose 2/4/8-week intervals; edit or cancel before renewal.
Yes—pause/resume from your account.
We’ll notify you of changes; you can cancel before renewal.
Click “Notify me when available” or contact support for ETA.
Estimated dates provided; charges at order or dispatch depending on method.
No—stock is reserved once the order is confirmed.
Some items have purchase limits to prevent scalping.
Where supported, we’ll ship as soon as new stock arrives.
Only with your consent; otherwise we refund the missing item.
Yes—update from your account before the cutoff.
No—Guest checkout is available; accounts add history and saved addresses.
Yes, please check your account !!!!!
After [months] of inactivity; see program terms.
Points are non-transferable and have no cash value.
Yes—digital gift cards valid for [12] months.
No—unless required by local law; balances remain for future use.
Usually yes—subject to cart rules at checkout.
From My Account → Settings or via password reset email.
Yes—request from your account or via [email]; we’ll anonymize data where law allows.
Download them from My Orders or via the invoice link in emails.
Sturdy, recyclable materials where possible; reinforced boxes for heavy goods.
See our sustainability page for current initiatives and partners.
Photograph parcel and label, report within 48 hours; we replace or refund.
We notify affected customers and offer returns/refunds or replacements per recall notice.
We request REACH/chemical safety confirmation from suppliers where applicable.
Only for order fulfillment, support, and consented marketing; see our Privacy Policy.
Access, rectification, erasure, restriction, portability, and objection; contact [DPO/contact].
Yes—essential, analytics, marketing; manage consent via the cookie banner.
Via our Contact Form; we respond within [48 working hours].
Yes—find the Online Dispute Resolution (ODR) link in our Terms & Conditions/Legal page.