Ordering and payment
Which payment methods can I use?
You pay securely online. All available payment methods are shown at checkout, before you pay.
Can I change or cancel my order?
Email us as soon as you can at pettopianl@gmail.com with your order number. As long as your order hasn't shipped, we can change it or update the delivery address. After delivery you can still cancel within 14 days, as described in our returns policy.
Shipping and delivery
What does shipping cost?
Shipping is free. The price on the product page is the total you pay.
Where do you deliver?
We deliver to the Netherlands and Belgium. The countries available to you are shown at checkout.
How long does delivery take?
We dispatch within 1 to 3 business days. After that, delivery usually takes 5 to 12 business days, because your parcel comes from a European warehouse. Items from a starter kit may arrive in separate parcels and on different days. Workbooks are digital and arrive by email, not by post. More in our shipping information.
How do I track my order?
As soon as your order ships we email you a tracking number and link. You can also use our track your order page. It can take 2 to 3 days before tracking shows updates.
Returns and refunds
Can I return my order?
Yes. You can cancel your order within 14 days of receiving it, without giving a reason. Email us with your order number; within 2 business days we send you a return label with the return address on it. You may use the model withdrawal form, but you don't have to.
Who pays for the return?
You pay the cost of sending the item back, unless we say otherwise in the return instructions. If the item arrived damaged, faulty or wrong, returning it is free.
When do I get my money back?
Within 14 days of us receiving your message, to the same payment method you used. We may wait until we have the item back or until you have shown that you sent it.
My item arrived damaged or wrong. What now?
Email us within 14 days of delivery with your order number and a photo. You get a replacement or a full refund, and you pay no return costs.
Products
How do I know which size to choose?
The sizes are in the product description. Compare them with your pet, or with the space where you'll use the product. Not sure? Email us and we'll help you choose.
Are your products safe for my pet?
Follow the use and care information in the product description, and check products now and then for wear or damage. Stop using an item once it is damaged, and keep it away from pets that like to chew. Carriers, backpacks and hammocks state a maximum weight in the text; do not exceed it.
Can you find a product for me?
Yes. Can't find what you're looking for? Send us a product request and we'll help you look.
Still have a question?
Email us at pettopianl@gmail.com or use our contact form. We reply within 1 to 2 business days.