pet-needs.com All your pet needs

FAQ

 

Common questions

I have a specific question about one product, who should I contact?

I am looking for a specific product but Pet-Needs ® does not seem to sell it. Can I inform someone?

Why are there articles on a coloured background?

What are those articles randomly shown at the starting page and or when entering a product category?

The article I would like to order is not available; can I order it all the same?

How do I get informed about special offers?

How can I cancel the Newsletter?

How long do your special offers last?

Do you send free samples?

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Ordering

Do you have a minimum or maximum value for orders?

Can I put together several orders to one?

Can I change an order after having placed it?

Can I cancel an order?

Can I also place an order by phone?

Do I get a confirmation for placing an order?

Do I get informed when my order is dispatched?

Is there a possibility for me to see the current status of my orders?

How do I place an order?

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Delivery of my order

Can I see the status of my order?

I ordered 4 days ago and still have not received anything. What should I do?

How do I find out about the delivery status of my order?

There are some articles missing in the delivery I got. What should I do?

I received a damaged article. What should I do?

I received an article I did not order. What should I do?

The parcel I got did not contain an invoice. What happened?

I got a wrong invoice. What should I do?

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Delivery in common

What are the shipping cost at Pet-Needs ®?

How long does the delivery take?

Which holidays do you have in Austria, or when do you not work and dispatch orders?

Which parcels service does Pet-Needs ® use?

What can I do if I'm not at home when the delivery arrives?

Can I have the order sent to another address than the address you send the invoice to?

Can I have the order sent on a specific date at a given time?

What does the 'Delivery: x days ' mean?

Do you also deliver on Saturdays?

Which countries do you deliver to?

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Payment & security

I have chosen 'pick up articles from shop', how can I pay?

Which currencies do you accept?

Which methods of payment do you accept?

I pay per direct debit / credit card. When do you debit the money from My Pet-Needs?

I got a letter that I have not paid yet although I already have paid. What should I do?

I got a letter that I have not paid yet but I already returned the articles partly or completely. What should I do?

Which cookies do you use?

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Common questions

 

I have a specific question about one product, who should I contact?

Send us an e-mail. Your question will be answered as soon as possible.

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I am looking for a specific product but Pet-Needs ® does not seem to sell it. Can I inform someone?

Yes, feel free to do so. Pet-Needs ® will do its best to satisfy its customers. Our product range is growing steadily and you can help us with it. Just send us an e-mail telling us what product you would like to buy at Pet-Needs ®. Tell us all you know about that product (brand, producer, product name...). If you do not know any of those things try to tell us what the packing or the product itself looks like, we will try to find what you are looking for. As we have contacts to a wide range of producers of pet food and pet needs it is likely that we can sell their products if the demand for them is high enough.

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Why are there articles on a coloured background?

Some articles are on a coloured background to emphasize that a new product group begins here.

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What are those articles randomly shown at the starting page and or when entering a product category?

These articles show our new articles and/ or special offers in the respective category. You can also buy the article by means of the shopping cart symbol within those displayed articles. Just enter the amount and click on the shopping cart.

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The article I would like to order is not available, can I order it all the same?

If the article you want to buy is not available, you will see the text 'Delivery: x days ' instead of the number of articles available. This text indicates how long it normally takes until the article you want to buy will be available again, whereas 'x' stands for. You can order as planned but the dispatch will only take place after all the articles are available

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How do I get informed about special offers?

Subscribe to our newsletter. We will send you a newsletter telling you about the actual special offers or new products at least once per month. Please use the form on the left side of our homepage for this. You do not need to fill in any other data.

We will inform you via newsletter about changes (new product categories, aso.) on our homepage.

You also have the possibility to subscribe to our newsletter when registering at Pet-Needs ®.

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How can I cancel the Newsletter?

Even after you subscribed to the newsletter, you can cancel it at any time. Please use the form on the left side of our homepage for this.

You can also cancel the newsletter by clicking on the link at the bottom of each newsletter.

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How long do your special offers last?

Special offers are marked by the following colours:
 These special offers are permanently reduced and thus are available even if the article should not be on stock.
 These special offers are only available until the end of the actual month even if the article should not be on stock.
 These special offers last as long as the advertised goods are on stock. For orders exceeding our stock we cannot guarantee that the order can be accepted at the conditions of the special offer.

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Do you send free samples?

Samples are given to us by some of our producers. If you need samples, you can ask to get some by email. We will tell you if there are some available and send them to you with your (next) order. You can only get one sample per house hold and per placed order. Please also see our regular special offers in our newsletter.

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Ordering

 

Do you have a minimum or maximum value for orders?

From EUR 50.- or 65.- , depending on the delivery zone, on we will deliver free of charges. For orders below this minimum value you will have to pay the full shipping costs. Pet-Needs ® will deliver all quantities provided that all articles are available.

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Can I put together several orders to one?

If one of your former orders should not have been dispatched yet, before another order with the same delivery address is placed, we will automatically put it together.

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Can I change an order after having placed it?

This is not always possible. We try to dispatch every order as fast as possible so that you get it faster. We hope you will understand that not all desired changes can be taken into account for this reason.

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Can I cancel an order?

This is not always possible. We try to dispatch every order as fast as possible so that you get it faster. We hope you will understand that a desired cancellation is not always possible. Please contact our customer service as soon as possible in such a case. If the order has not been dispatched yet, the cancellation is still possible. If the order has already been paid (by credit card, cash in advance, direct debit) the money will be refunded as soon as possible.

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Can I also place an order by phone?

Yes, you can reach us from Monday to Friday between 10 am and 6 pm (GMT +1) under the phone number: +43 699 1133 6720.

We hope you will understand that at the moment orders placed by telephone, fax or letter can only be paid by cash in advance.

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Do I get a confirmation for placing an order?

Yes. After placing an order online you will get an automatically generated e-mail confirming the order. This e-mail is not equal to the dispatch confirmation.

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Do I get informed when my order is dispatched?

Yes. As soon as your order is dispatched you will get an e-mail confirming the dispatch.

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Is there a possibility for me to see the current status of my orders?

You can check your placed order at any time under 'My Pet-Needs'.

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How do I place an order?

How to place an order at Pet-Needs ® is explained in our Shopping help.

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Delivery of my order

 

Can I see the status of my order?

Yes, log in to 'My Pet-Needs' und click on 'My Orders'. Here you can see the status of your orders. Further information to 'My Pet-Needs' can be found here. (Link).

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I ordered 4 days ago and still have not received anything. What should I do?

We hope you will understand that when transferring money to our account, it can take a few days before we get the money, and that we will only dispatch your order after reception of a payment confirmation. Should you have paid by some other payment method please contact us via our message system which you will find under 'My Pet-Needs' and tell us your problem in combination of your order placement number or call us from Monday to Friday between 10 am and 6 pm (GMT +1) under: +43 699 1133 6720. We will immediately check where your order is at the moment and tell you what happened.

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How do I find out about the delivery status of my order?

You can check the delivery status of your order on the site of GLS by using the parcel number which you will find under 'My Pet-Needs'. For this click on the order-ID and the number is displayed over the order overview. Or simply send us a message via our message system which you will find under 'My Pet-Needs' if you did not get your order as expected. Simply tell us your order placement number and we will find out what happened to your order and answer as soon as possible.

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There are some articles missing in the delivery I got. What should I do?

If your delivery is not complete feel free to contact us via our message system which you will find under 'My Pet-Needs' or call us from Monday to Friday between 10 am and 6 pm (GMT +1) under the phone number +43 699 1133 6720.

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I received a damaged article. What should I do?

If your delivery is not complete feel free to contact us via our message system which you will find under 'My Pet-Needs' or call us from Monday to Friday between 10 am and 6 pm (GMT +1) under the phone number +43 699 1133 6720.

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I received an article I did not order. What should I do?

If your delivery is not complete feel free to contact us via our message system which you will find under 'My Pet-Needs' or call us from Monday to Friday between 10 am and 6 pm (GMT +1) under the phone number +43 699 1133 6720.

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The parcel I got did not contain an invoice. What happened?

If your order has been sent to another address than the invoice address you will get the invoice during the next days by post. If this should not be the case send us message via our message system which you will find under 'My Pet-Needs' with your order placement number or call us from Monday to Friday between 10 am and 6 pm (GMT +1) under +43 699 1133 6720 and we will send you a copy of your invoice.

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I got a wrong invoice. What should I do?

If your delivery is not complete feel free to contact us via our message system which you will find under 'My Pet-Needs' or call us from Monday to Friday between 10 am and 6 pm (GMT +1) under the phone number +43 699 1133 6720.

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Delivery in common

 

What are the shipping cost at Pet-Needs ®?

We deliver free of charges within the EU if a certain order value (depending on the destination country) is reached. We will charge the full shipping costs if you do not reach a fixed minimum order value. Information about free shipping values and costs can be found here.

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How long does the delivery take?

Delivery will normally take place within 3 to 4 days after receipt of payment confirmation respectively dispatch. Delivery is normally between 9 am and 6 pm.

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Which holidays do you have in Austria, or when do you not work and dispatch orders?

In Austria we have the following holidays:

1st of January
6th of January
Easter Monday
1st of May
5th of May
Whit Monday
26th of May
15th of August
26th of October
8th of December
25th of December
26th of December.

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Which parcels service does Pet-Needs ® use?

Delivery is made by GLS.

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What can I do if I'm not at home when the delivery arrives?

Depending on the courier service the order will be sent only to your own address or deposited at your neighbour's. If there should be nobody at home you will get a notification card. With this card you can make an appointment with the courier. As an alternative you can also pick up your goods at the local post office within the following 7 days or arrange a separate delivery address.

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Can I have the order sent to another address than the address you send the invoice to?

Yes, every order can be sent to the address you want, e.g. to your office. You can choose this option while checking out or under 'My Pet-Needs'.

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Can I have the order sent on a specific date at a given time?

No, at the moment it is not possible to send the goods, so that delivery occours at a given time. Delivery will normally take place within 3 to 4 days after receipt of payment confirmation respectively dispatch. Delivery is normally between 9 am and 6 pm.

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What does the 'Delivery: x days ' mean?

This icon points to the fact that the given article is not available at the moment, and it also indicates how long it would normally take until the next delivery will take place, whereas 'x' stands for a number. But you still can place an order which will be dispatched as soon as all articles of your order are available.

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Do you also deliver on Saturdays?

At the moment it is not possible to deliver on Saturdays.

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Which countries do you deliver to?

Pet-Needs ® delivers to the following countries: Austria, Belgium, Bulgaria, Croatia, Czech_Republic, Denmark, Estonia, Finland, France, Germany, Great_Britain, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Pick_up_shop_Vienna, Poland, Portugal, Romania, Slovak_Republic, Slovenia, Spain, Sweden Information about shipping costs and free shipping and can be found here.

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Payment & security

 

I have chosen 'pick up articles from shop', how can I pay?

When picking up your order from our shop directly, you can pay cash or using major credit cards (VISA, Mastercard, American Express, Diners Club) or by Bancomat (Maestro).

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Which currencies do you accept?

At the moment we only accept payments in Euro. Prices in other currencies behind the Euro-prices are only for people from countries where this specific currency is used, so that they can better compare prices with their country and get a better idea of how much they really spend.

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Which methods of payment do you accept?

You have the possibility to pay by one of the following means:

 

- Direct debit (-2 % on net value of the invoice)

- Cash in advance (transfer)

- PayPal

- NetPay (Austria)

- Credit card (Mastercard, Visa, Diners Club and American Express)

- Paybox (Mobile phone, Austria):

 

Pet-Needs ® reserves the right to accept only special payment methods in special cases.

All payment methods we offer are secure. All your data (payment method, name, address aso. are encrypted with SSL-technology. These data can not be viewed by third persons during the transfer.

Another security feature is that you are logged out automatically after 30 minutes of inactivity. By all those means we want to prevent that a third person could use your account or data.

 

- Direct debit

Direct debit is one of the most secure and comfortable methods of payment. You can raise an objection at your bank against a false debit, normally within 6 weeks. At the moment only customers from Austria or with an Austrian bank account can pay per direct debit. We will debit the money before dispatching your order. Should the direct debit be cancelled unjustly, we will contact you and try to debit the money another time plus the additional expenses due to the reverse entry. Should the direct debit be cancelled again we will pass on the concern to our lawyer for collecting the money. The customer will be charged with all costs resulting from theses steps.

As a bonus for your confidence you will get a 2 % discount on the net sum of the invoice (invoice minus all other discounts and vouchers). For direct debit we need a signed authorization to collect bills; you can download it from here.

 

- Cash in advance (transfer)

When transferring money it can take a few days until we get the money or a payment confirmation. We hope you will understand that we can only dispatch your order after we receive a payment confirmation.

 

Our Bank account:

For customers from Austria:

 

Fa. Zotto Pascal Gianpietro Georges

Erste Bank AG
Märzstrasse 50
A-1150 Wien

Bank sort code: 20111

Account number: 291 657 128/00

 

For customers from Germany:

 

Zotto Pascal

Postbank Köln
Edmund-Rumpler-Straße 3
D-51222 Köln

Bank sort code: 37010050

Account number: 772440508

 

For customers from Finland:

 

Fa. Zotto Pascal Gianpietro Georges

Nordea Bank Finland Plc.
Aleksanterinkatu 36
FI-00020 Nordea

Account number: 182030-14548

 

For customers from all other coutries:

 

Fa. Pet-Needs

Dexia-BIL
58, Grand-Rue
L-9050 Ettelbruck (LUXEMBURG)

IBAN: LU59 0022 1867 6947 4900

BIC (SWIFT): BILLLULL

 

- PayPal

You can also pay your order using PayPal. The advantage is that we immediately receive a payment confirmation from PayPal which allows us to dispatch your order faster. To pay via PayPal, click on the PayPal-button below the confirmation of order and the payment will automatically be initiated or simply send the total amount of the invoice to paypal@pet-needs.com from your PayPal account. Please do not forget to state the order-id and customer-id, so that we can match the payment with the right order. We only accept payments in Euro.

 

- NetPay

Our Austrian customers can pay by NetPay. You do not need to give us your bank account information. NetPay is therefore quite secure. When checking out your internet banking will pop up and retrieve the amount you have to pay from Pet-Needs ® and you only need to confirm by signing with a TAN-code. Pet-Needs ® gets a payment confirmation from the bank in question and can dispatch your order immediately.

Please make sure that your bank supports NetPay and that you have Internet banking.

 

- Credit Card

Credit cards are also a secure payment method. Most banks emitting credit cards take over all costs in case of fraudulent use of your credit card or they make the owner of the card liable for EUR 50.- . We charge your card within 7 days after dispatch of your order.

 

- Paybox

Austrian customers can pay their invoice comfortably by using their mobile phone. Follow the instructions and the amount will be debited with your mobile phone invoice.

 

- Cash on delivery

At the moment cash on delivery is not available.

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I pay per direct debit / credit card. When do you debit the money?

We will debit within one week if you pay per direct debit. When paying by credit card we will pass on the sum to debit within 2 days. The amount will be debited within 4 weeks from that day on.

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I got a letter that I have not paid yet although I already have paid. What should I do?

It can happen that the money was not on our account when we sent the overdue notification, but we received it a few days later. This is due to the fact that, depending on the country, it can take up to 10 days before the money is on our account. If you already paid the invoice you can throw away the overdue notification.

Should you get another overdue notification, then please contact us telling us the day you transferred the money, the amount as well as the bank you sent it from. You can do this via our message system which you will find under 'My Pet-Needs', fax: +43 1 2533 0338 238 or by telephone from Monday to Friday between 10 am and 6 pm (GMT +1) under +43 699 1133 6720.

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HINT: It can also happen that due to some mistake we could/ cannot assign a payment to your customer account. We kindly ask for you help in such a case. When transferring money please always fill in your customer account number and your invoice number. You will find these information on the invoice or at 'My Pet-Needs'. Tanks in advance.

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I got a letter that I have not paid yet but I already returned the articles partly or completely. What should I do?

We will check your details immediately. Just send us a copy of your sending receipt. You can do this by e-mail, fax: +43 1 2533 0338 238.

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Which cookies do you use?

Our shop uses temporary cookies which are automatically deleted after closing your browser. When using the Internet Explorer you need to set the security settings to medium (Extras/Internet Options.../Security as my IE shows.).

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Prices are, unless not stated otherwise, in EURO including VAT and excluding shipping costs. Errors, omissions and changes excepted.

Copyright © 2004 Pet-Needs ®