FAQ

1. How can I pay for my order?

You can pay for your order by credit card (Visa, Mastercard, Maestro), PayPal, Satispay or bank transfer.

2. What are the delivery times?

Delivery normally takes place within 3 working days of acceptance of payment. In case of temporary unavailability of the product, the maximum delivery time is 30 days from the order.

3. How can I track my shipment?

Upon shipment you will receive an email notification with a tracking link. You can also check the status of your order in the "My Account" section of the website.

4. Where are the products delivered?

The products are delivered in Italy and Europe, with the exception of Vatican City, San Marino, Campione d'Italia and Livigno.

5. How can I access the dedicated area for professionals?

If you are a professional (groomer, breeder, shopkeeper) you can register on the site and flag the "I am a professional" option. You will also need to indicate your company details and your VAT number. The VAT number must be linked to an activity relating to the pet care sector. If the VAT number is invalid, the order will be canceled and payments will be refunded.

6. How can I use a discount code?

Enter the discount code in the dedicated field in the cart during the first check-out phase.

7. Can I receive delivery in a place other than my residence?

Yes, delivery can take place in a place other than your residence. Please indicate your desired delivery address during the ordering process.

8. How much does shipping cost?

  • Private Customers in Italy:
    • Free shipping for orders over €60 (VAT included).
    • For orders under €60 (VAT included) shipping costs are €5 (VAT included).
  • Professional Clients:
    • Shipping costs are fixed at €12 + VAT.
  • Private Customers abroad:
    • Free shipping for orders over €100 (VAT included).
    • For orders under €100 (VAT included) shipping costs are €13 (VAT included).
  • Professional clients abroad:
    • Shipping costs are fixed at €15 + VAT.

9. How can I return a product?

You have the right of withdrawal within 14 days of delivery of the product. To exercise the right of withdrawal, follow these instructions:

  1. Contact customer service via email (sales@poly4paws. com) or telephone (+39 3395629156) indicating "damaged items" as the subject.
  2. Send the product correctly packaged, with a copy of the delivery note (or invoice), to the address Poly4Paws, Via Salita alla Chiesa, 1 Costa Volpino.
  3. Do not use the mark.
  4. The product must be intact, in its original packaging and complete with all accessories.

It is not possible to exercise the right of withdrawal for:

  • Sealed goods that cannot be returned for hygiene or health reasons.
  • Goods made to measure or personalized.
  • Goods that are likely to deteriorate or expire rapidly.

10. How long will it take to receive the refund?

The refund will take place within 14 working days of accepting the return. The time it takes to credit your account depends on your lender. Refunds can be made via PayPal (within 24 hours) or bank transfer (within 24 hours). Poly4Paws reserves the right to suspend the refund until receipt and verification of the integrity of the returned products.

For further information, consult our General Conditions of Sale.

Contact us

For any questions or clarifications, do not hesitate to contact our customer service:

  • Email: sales@poly4paws. com
  • Telephone: +39 3395629156

**Poly4Paws: nature at the service of well-being