Customer Service

Customer Service

1 Ordering
1.1 I need help to place my order
We are happy for you to assist you with your order.
For any question whatsoever, you can call us on + 31 (0) 591 532744.
Every day available between 10:00 and 19:00.
Outside these
times, you can always try, but I can not guarantee that I am always able to answer the phone.
Do you use texting or Whatsapp? No problem! To reach me just use the above telephone number.
You can reach me by email at info@petsonline.nl
Usually you
will receive quick reply.
Finally, you can also use the form on this page to the right side to ask your question.
1.2 Is there a minimum order amount ?
No, there is no minimum order amount on www.petsonline.nl
1.3 Is there a maximum order amount ?
No, there is no limit to order on www.petsonline.nl
1.4 Can I combine individual orders ?
After placing your orders, I regret that they cannot be combined any more. Of course you can always contact us via email info@petsonline.nl to see what is possible to arrange manually.
1.5 Can I cancel my order ?
It is not always possible to cancel your order. Orders containing custom made products that have already gone into production can not be canceled. Kindly contact us via info@petsonline.nl to discuss the possibilities.
1.6 Do I receive a confirmation of my order ?
Petsonline always sends you a confirmation and an invoice if you place an order. If you unfortunately do not receive it, please contact us.
1.7 How do I ask Petsonline a question ?
Petsonline can be reached either by email at info@petsonline.nl or by phone at + 31 (0)591 532744. You can reach us daily between 10.00 and 19.00.
1.8 My product is not in stock ?
A number of products are standard not in stock: the custom made dog pillows, dog beds, the bronze statues and urns, and exclusive handmade collar are all custom made per order according to the customer requirements. This will result always in a delivery time, that is listed in our system.
We endeavor to stock other products as much as possible but that is not always possible. The impact of complicated global logistics could be that a product is not always in stock. You can, of course, place an order and our system will inform you of the expected delivery time. Usually we are able to ship out any product withing a maximum of 5 business days.
1.9 Do I need to register as a customer ?
No, there is no registration required to become a client. Only if you wish so,  you can create an account so you can check out faster. You will then also be able to save multiple addresses, view and track your orders, and more, but this is not mandatory.
2 Payment
2.1 How can I pay ?
With Petsonline, you can pay in various ways:
- By bank transfer. There's no extra charge. Our bank account is NL59 INGB0006200362, Petsonline, Emmen.
- By Ideal. You pay online by iDEAL (possible with almost all Dutch banks). There's no extra charge.
- By PayPal. You pay online using your PayPal account. With added 3% extra charge.
- Mr. Cash / Bancontact
- Credit Cards: Visa, Master Card and American Express.  
- Sofot Banking. 
- Payment after delivery (only for Dutch residents with an address in the Netherlands).
- Fastcheckout by Multisafepay. Register once and pay in three steps in all affiliated webshops.
2.2 What is iDeal ?
iDEAL is a safe form of internet banking where you are directed to the internet banking site of your bank during checkout.  In our checkout process you indicate to pay by iDeal.  In the familiar internet banking site of your bank, you can pay your order safely. The payment details are already filled in for you. After you have received confirmation from your bank, you return to our website and you will receive a confirmation of your order. Since the iDEAL payment is processed immediately, the payment is immediately visible on your billing statement.
2.3 Can I prepay per bank transfer ?
Yes, you can just pay in advance by bank transfer. Your invoice contains all necessary data such as invoice number, amount and our bank details. Below they are listed again: ING Bank, NL59INGB0006300362, BIC: INGBNL2A Petsonline, Rotterdam.
Once we receive your payment on our bankaccount, we will ship your order.
2.4 Is the VAT included or excluded ?
Our published prices are inclusive of VAT.
3 Contact
3.1 What are the contact details of Petsonline ?
Petsonline
Ruinerbrink 220
7812 RN Emmen
The Netherlands
Phone: + 31 (0) 591 532744

Email: info@petsonline.nl

Chamber of Commerce: 58866779

VAT: NL134441394B01

Bank: NL59INGB0006300362, BIC: INGBNL2A
4 Complaints
4.1 I wish to file a complaint
Petsonline takes complaints very seriously and will do everything to solve the problem.
Kindly send us a full and clear description of your complaint in writing, by post or by email.
We will always acknowledge receipt of your complaint and will respond to this within 14 days. Alternatively, you can also file your complaint at the Webshop Keurmerk, www.keurmerk.info
If a complaint can not be resolved by mutual agreement, there is a dispute resolution procedure in effect as described in Article 15 of the General Conditions.
4.2 I have received a faulty product
If you receive a faulty product, please contact us immediately by phone or email contact. Petsonline will do its outmost to send you a replacement as soon as possible.
5 Returns
5.1 When can I return a product ?
Upon receipt of your product, you have 14 days to return it to us without giving any reasons (Article 6 of the General Conditions). Kindly inform us by email: info@petsonline.nl
The cost of the return shipment are paid by the consumer.
Please note that there are a number of products for which this general rule does not apply:
- Customized products where the product is manufactured in accordance with the wishes of consumers per order. This applies, for example, to the handmade collars and leashes that are made per order. This also applies to custom made cushions, mattresses etc.
- Products that are clearly for personal use. This applies to the bronze animal statues and urns, both of our  own brand.
In the description of an item it is mentioned if the product is exclusively handmade per order.

Do you return a part of your order ?

If the final order amount, after the credit for the returned goods, does not qualify (any more) for free shipment, normal shipment costs will be added to your invoice. These will be deducted from the credit for the returned goods. 
5.2 Which address should I use for a return order ?
Kindly inform us first about a return at info@petsonline.nl and we will inform you about the correct address to return the goods to.
5.3 When I can expect my refund ?
Petsonline will first check the returned goods for damage etc. We expect from you that the product and all accessories will be returned in the original packaging as much as reasonably possible,
Petsonline will refund you within 30 days.
5.4 Who pays postage for a return ?
For a normal return, if there is no case of failure or damage, you always pay yourself the shipping costs for the return shipment.
In case of a defect or damaged product, please contact us immediately to arrange shipment. Petsonline will pay the shipping costs in such cases.
6 Exchange goods
6.1 How can I exchange a product ?
You can exchange a product without problems. For example if the size did not fit. We kindly ask you , before you return a product, to contact us about your wishes. by email to info@petsonline.nl

The return procedure is as follows :
Please inform us about the return or exchange of the goods at info@petsonline.nl and we will inform you about the correct address to send the goods to.

The cost of return shipment are paid by the consumer.

Please note that there are a number of products for which this general rule does not apply :
- Customized products where the product is manufactured in accordance with the wishes of the consumer. This applies to handmade collars that are made per order and to the cushions that are also made per order.
- Products that are clearly personal in nature, such as  the bronze animal statues and urns.

In the description of a product is always clearly mentioned if a product will be hand made manufactured per order.

Petsonline will check the returned goods for damage etc. We expect from you that the product and all accessories will be returned to us in the original packaging.

In exchange for another item or size, we will send you a credit note for the returned products excluding the shipping costs and will make a new order for the desired product . Please note that any shipping costs for the new order will be calculated according to the normal rules
7 Shipping and shipping costs
7.1 When can I expect my package ?
If the item is in stock, it will be shipped within 2 to 5 business days. Usually the shipment will be done by PostNL who will deliver the package within 24 hours. You will receive the tracking code once your package is shipped so you can track the shipment. If a different method of shipping is used, we will contact you by email.
7.2 What are the shipping costs ?

Netherlands

Petsonline ships free within the Netherlands for orders above € 49.

For shipping orders under € 49 we charge € 3.95 shipping costs. Your order will be shipped per PostNL as a package , you will automatically receive a Track & Trace code once the parcel has been delivered to PostNL by us.

For some small products we offer you the opportunity to send it as a small mailbox parcel to you, for which service we charge € 3,50 shipping costs. You will receive a Track & Trace code. This is only possible for products that fit without problems in the mailbox (eg small collars, etc.). You will, if applicable, be offered this type of shipment in the cart.


Note : sometimes you will not receive Track and Trace code for a parcel, in which case your order will be sent directly by our supplier to you and we do not receive Track and Trace codes. In those cases, the courier is usually not postNL, but another courier company.

Belgium

Petsonline ships free to Belgium for orders above € 49.

For shipping orders under € 49 we charge € 5.95 shipping costs. Your order will be shipped per PostNL as a package , you will automatically receive a Track & Trace code once the parcel has been delivered to PostNL by us.

Note : sometimes you will not receive Track and Trace code for a parcel, in which case your order will be sent directly by our supplier to you and we do not receive Track and Trace codes. In those cases, the courier is usually not DPD but another courier company .

Other countries

In the ordering process, you can have your order sent to almost any country in Europe by DHL or DPD. Based on your address, the system calculates the correct shipping costs.

7.3 Which shipping method can I use ?
Petsonline uses PostNL for shipping of the parcels within the Netherlands. Once we deliver your parcel to PostNL, the delivery time is (almost) always maximum 24 hours.

Some products will be sent to you directly by our supplier. There are no extra charges will apply. In these cases, we will inform you by email about the details of the shipment.

You can also pay cash on delivery. This means that you only pay when the package is delivered by PostNL to you. This will involve additional costs that are listed on the website.

For all other
countries, your package will be sent by DHL.

Note: sometimes you will not receive Track and Trace code, in which case your order will be sent directly by our supplier to you and we do not receive Track and Trace codes. In those cases,  shipment is usually not done by PostNL, but by another courier.
7.4 Can I pick up my order myself ?
Upon appointment it is possible to pick up your order at our offices in Emmen. This service is free of charge.

Beoordeling Petsonline: 9.0 / 10 (1908 beoordelingen) op Kiyoh.nl