You can contact us via SMS, WhatsApp at +39 388 077 2066 from Monday to Friday from 09:00 -19:00 and on Saturday from 09:00 to 12:00, or via email at servizioclienti@petboutique.it even on weekends, we will reply as soon as possible
PetBoutique is working to update the list of the most frequently asked questions, below are the answers:
Do you ship to my area?
Shipments are made throughout Italy. To be informed about updates, visit the Shipping and Delivery section. When ordering, by entering the postcode you will know if your area is served normally or is in a disadvantaged area.
Are there any delivery problems?
Normally not, however in particular periods of the year couriers may have enough traffic to cause some delays, but all shipments will ALWAYS be delivered. We will ensure that information is provided on the site regarding periods of high traffic for couriers.
When will you ship my order?
All orders are dispatched within the day of receipt, if an order has standard shipping and is received by 12pm it will depart on the day of receipt, otherwise the next working day.
Orders with the express shipping service will leave the same day if received by 5pm, otherwise the following working day.
What are the delivery times?
In general, delivery takes place within 24 hours of delivery to the courier in northern Italy, within 36 in central southern Italy and within 48 in Calabria and the major islands. In smaller islands and remote areas the delivery time normally reaches 4 working days. Obviously these are standard times which may vary from case to case.
I haven't received an order confirmation email, why?
The order confirmation email is sent AUTOMATICALLY when the order is closed. Check that you have registered with a correct email and check the SPAM or JUNK MAIL section of your inbox. If after these checks you have not found the order confirmation email, contact our customer service.
I didn't receive the email with the tracking, why?
If you have not received the email with tracking it is likely that your order has not yet been shipped. If you find the indication SHIPPED in the Order History in your account, check the SPAM or JUNK MAIL section of your inbox.
If you have doubts or want more information regarding a specific product, carefully check the product sheet and the details tab, normally all the information provided by the manufacturer is shown, however if you cannot find an answer to your doubts/curiosities write to servizioclienti@petboutique.it, we will reply to you as soon as possible.
The product I want is not currently available. Can I still order it?
Unfortunately, due to technical limitations, the system cannot accept orders for products not in stock. but you can write to us at servizioclienti@petboutique.it or call us to place a phone order.
What is the PetBoutique newsletter?
Normally the news letter is designed to send customers both informative (information, news, well-being, education, laws and regulations related to the world of pets) and promotional (discounts) and communication emails regarding new items or brands in the catalogue.
How can I be informed about your special offers?
You can always keep up to date by subscribing to our newsletter. We will send you a regular commercial email with all the latest offers and newest products. The mailing containing the special offers is usually sent every week.
How can I unsubscribe from the newsletter?
You can unsubscribe from PetBoutique's mailings at any time by sending us an email, or through the unsubscribe link in each of our newsletters.
Can I indicate a shipping address different from the billing address?
Yes. The order can be delivered to your desired address, for example your office. You can manage your addresses directly from your account.
I received a defective item. What should I do?
Read the Returns Policy and contact customer service
Which courier do you use?
We use the service of our trusted express couriers (GLS, BRT)
Will you inform me when the order will be shipped?
Yes, as soon as the goods have been processed from our warehouse you will receive a shipping confirmation via e-mail to the address you indicated when ordering.
Is there a minimum or maximum order value?
There is no minimum order, but if the order is less than 69 euros, shipping costs are calculated ( see dedicated page )
I placed my order and still haven't received a shipping notification. What should I do?
If 24 hours have passed, send an email to ordini@petboutique.it indicating the order number in the subject and your contact details and preferences in the body of the email. You will be contacted as soon as possible.
Can I cancel my order?
Cancellation is provided for orders that have not yet been processed by the warehouse. The cancelled order will be refunded to you net of the commission fees applied by the Payment Gateway which amount to 3.5%. Read the dedicated page
Do you ship all over Italy?
Yes, we deliver throughout Italy, including smaller islands, high mountain locations and remote areas
Can my order be delivered on a specific date and/or time or by appointment?
Orders with the express option will be shipped with the "book delivery" option. You will receive a text message from the courier which allows you to choose the date and a time slot for the delivery. In the body of the SMS there will be a link through which you will be redirected to the courier's website to a page where you can request a specific date and time.
I received a wrong item. What should I do?
See returns page.
What payment methods do you offer?
Payment can be made via:
- PayPal via your account;
- PayPal option pay in 3 installments;
- Credit card (Visa, Mastercard);
- Satispay;
- Shop pay;
- Bank Transfer (in advance)
PetBoutique uses cutting-edge payment systems in terms of security and reliability
We do not carry out cash on delivery orders. Sorry
Are online shops obliged to issue an invoice for each purchase?
No. The sales activity carried out by e-commerce is assimilated by law to mail order sales. There is no obligation to invoice, unless this is expressly requested by the customer only at the time of the purchase transaction, as established by the art. 22 of the Presidential Decree 633/1972.
To request an invoice, simply send a request to servizioclienti@petboutique.it indicating:
- the order number;
- Name;
- SDI code or pec
I have doubts about sizes or the characteristics of a product, what should I do?
Before placing your order, write to us via email servizioclienti@petboutique.it or via whatsapp our customer service will support you in all phases of your purchase.
If you need it, we have created a mini size guide. Download it here
