Can I cancel an order that has already been confirmed?

As long as your order is not ready for dispatch, you can cancel the whole order or individual items in the order. To do so, please contact our Customer Service team by email (info@gota-pets.com).

Can I change an order that has already been confirmed?

If you wish to change anything or cancel your order after you have placed it, please contact our Customer Service team by email info@gota-pets.com.

Can I reserve items?

Unfortunately, it is not possible to make a reservation for an item on a non-binding basis.

Can I place an order by phone?

You can also order all products from the gotapets.com online shop by e-mail (info@gota-pets.com).

What payment methods are available?

We accept payments on account to our TRR, Visa, MasterCard, Maestro and American Express credit cards.

I have not received an invoice

During the ordering process, you chose whether you want to receive your invoice by parcel or by post. Your invoice may arrive in the mail in the next few days. Of course, we will be happy to send you a copy. Please inform our Customer Service team and we will take care of the rest for you.

Is it possible to place an order without using the online shop?

You can also place your order by email.

I have not received all the items I ordered

Please check your email if we have notified you that one of the items in your order is no longer available. In this case, we will refund the amount you paid for the item using the same payment method you used when you bought it. If you have not received an email, please inform our Customer Support team. We will get back to you as soon as possible.

The items I have received do not correspond to my order or are damaged

If you have received a damaged item or the wrong item that you did not order, we will replace it as soon as possible. Please inform our Customer Service team and we will take care of the rest for you.

What should I do if my package doesn’t arrive?

As soon as the parcel leaves our warehouse, you will receive an email notification of the parcel’s dispatch with a tracking number. If you do not receive a confirmation of your package within six working days, please contact our Customer Service and Support team.

What is the delivery time ?

The delivery time depends on the size and complexity of the order, but is no longer than 10 working days for products in stock. For out-of-stock products, the delivery time may be extended by up to 30 days or more. If the delivery time for your order will be longer than 10 working days, we will inform you.

What are the shipping costs ?

Shipping costs are charged according to the courier/delivery service’s price list.

What is the delivery time ?

The delivery time is subject to the conditions of the courier service, but in no case longer than 3 working days from dispatch from our warehouse.

How do I return the items?

You can only return products that have not been used and are not damaged or worn. If you wish to make a refund, please contact our Customer Service and Support team.

When can I expect a refund?

It may take up to 14 days from the date of your return for your return to be processed.
Once we have received your return, you will receive an email confirmation of receipt of your return with a list of your returned items. Any refund will be automatically attributed to the payment method you used to pay for your original purchase.
If you have chosen the cash on delivery payment method and you wish to return the package or part of the package, we need your personal bank account details so that we can refund you. To do this, please contact our Customer Support and Assistance team.