FAQ – Frequently Asked Questions
Q: HOW DO I PLACE AN ORDER?
A: To place an order, first go to the product page, which can be reached via navigation. Then select the desired quantity of the product and click on “add to shopping cart”. You will now be further directed to the shopping cart. Click on “to the checkout” and follow the recommended steps to place your order.
Q: WELCHE ZAHLUNGSMETHODEN WERDEN ANGEBOTEN?
A: At the moment, we accept PayPal, credit cards (Visa, MasterCard, American Express), instant bank transfer and prepayment. All the information is encrypted and transmitted via our security server. We do NOT store your payment information, we only use it for the ordering process.
Q: HOW CAN I CHECK THE STATUS OF MY ORDER?
A: You can easily check the order status here. All you have to do is enter the tracking number we have sent to you. It can take between 1 and 3 workdays from the moment you received the tracking number to view your order status. If you did not receive a tracking number from us, please send us an e-mail to kontakt@petgut.de. We will immediately send you the tracking number, as well as inform you of your order status.
Q: DO YOU SHIP WORLDWIDE?
A: Yes we ship worldwide. There are no additional shipping costs for you. We cover these for you :)
Q: HOW LONG DO DELIVERIES TAKE?
A: Our team works hard to ensure that you will receive your order as soon as possible. At the moment, due to the high demand, it can happen that the delivery times are longer. Generally, and despite the high demand, your order should be delivered within 1 to 3 weeks after the payment is processed. Only in rare cases it can extend up to 40 days. Should you have questions regarding your order, you can always contact us at kontakt@petgut.de. We will give you precise information regarding your order at any moment.
Q: I HAVE ORDERED SEVERAL PRODUCTS BUT RECEIVED ONLY ONE
A: To ensure that you will receive your order as soon as possible, it can happen, in rare cases, that we have sent the products individually. You should receive the other ordered products in the following days.
Q: I HAVE PLACED AN ORDER BUT I DID NOT RECEIVE A CONFIRMATION E-MAIL
A: Please verify the spam folder and check if the confirmation e-mail is there. If you cannot find it, please feel free to contact us at kontakt@petgut.de.
Q: I ACCIDENTALLY INTRODUCED THE WRONG DELIVERY ADDRESS. IS IT POSSIBLE TO CHANGE IT?
A: In this situation, please send us an e-mail to kontakt@petgut.de as soon as possible. If the order was already sent, we will our best to correct the error in a timely manner.
Should you have additional questions, to which you were unable to find the answer in our FAQ, please send us an e-mail to kontakt@petgut.de. We will help you as soon as possible.