How can we help?

Order processing

Orders are processed on business days (Monday–Friday, excluding Dutch public holidays). We dispatch all orders within 48 hours of payment confirmation. You will receive a confirmation email when your order is placed, and a dispatch notification with your Track & Trace code when it ships.

Shipping destinations

We ship to multiple countries worldwide. Shipping is free for all EU countries. We reserve the right to refuse or restrict shipping to certain countries or regions at our discretion. If your country is not available at checkout, contact us at support@petanimo.com.

Delivery times

Region	Processing	Estimated delivery
Netherlands Free	Within 48 hours	5–11 business days
European Union / EEA Free	Within 48 hours	5–11 business days
United Kingdom	Within 48 hours	5–11 business days
Rest of Europe	Within 48 hours	5–11 business days
North America	Within 48 hours	5–11 business days
Rest of World	Within 48 hours	5–11 business days

These are estimates only. Most orders arrive within 7 days. Times may vary due to customs clearance, public holidays or carrier delays.

Shipping costs

Shipping is free for all EU countries. For orders outside the EU, costs are calculated at checkout and shown clearly before you confirm your purchase.

Customs, duties & taxes

Within the EU

Prices include VAT where applicable. No additional customs duties apply between EU member states.

Outside the EU

Your order may be subject to import duties, customs fees and local taxes imposed by the destination country. These are the customer's responsibility.

Tracking your order

As soon as your order leaves our warehouse, you will receive a shipping confirmation email with a Track & Trace code. If tracking hasn't updated for more than 7 business days, contact us.

Lost, delayed or damaged shipments

If your order hasn't arrived, check your tracking and contact your local post office first. For lost or significantly delayed orders, email us and we'll investigate with the carrier. If your order arrives damaged, keep the packaging, take photos and contact us immediately — we'll arrange a replacement or full refund.

EU/EEA consumer rights

If we are unable to deliver within the agreed timeframe, you may be entitled to cancel your order and receive a full refund under the EU Consumer Rights Directive (2011/83/EU).

Our 30-day return policy

You have 30 days from delivery to request a return — double the EU minimum. Items must be unused, undamaged, in original condition and packaging. You will need your receipt or proof of purchase. To start a return, contact us at support@petanimo.com. Items sent back without prior approval will not be accepted.

EU/EEA — right of withdrawal (14 days)

If you are a consumer in the EU or EEA, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason (EU Consumer Rights Directive 2011/83/EU). Notify us before the 14-day period expires and return the goods within 14 days of notifying us.

Damages and issues

If your item is defective, damaged or incorrect, contact us immediately with photos. We will send a free return label and arrange a replacement or full refund — no restocking fees, no hassle.

Non-returnable items

• Personalised or custom-made products
• Sealed hygiene or pet-care products opened after delivery
• Items not suitable for return for health or hygiene reasons once unsealed
• Sale items and gift cards

Exchanges

Return the item you have, and once the return is accepted, place a new order for what you want.

Return costs

If the product is defective, damaged or incorrectly delivered, we cover return shipping. For all other returns, costs are the customer's responsibility.

Refunds

Once we receive your return, refunds are processed within 48 hours. Depending on your bank, it may take 3–5 business days to appear in your account. For EU/EEA customers, refunds are issued within 14 days of receiving goods or proof of return, whichever comes first.

Introduction

This Privacy Policy describes how we collect, use and disclose your personal information when you visit, use or make a purchase through our store. By using our services you acknowledge that you have read and understood this policy.

What we collect

• Contact details — name, address, phone number, email address
• Financial information — payment card details, transaction details
• Account information — username, password, preferences
• Transaction information — items viewed, purchased, returned or exchanged
• Communications — messages sent to our support team
• Device & usage information — IP address, browser type, navigation behaviour

How we use your data

• Processing and fulfilling orders, returns and exchanges
• Managing your account and sending order notifications
• Marketing and promotional communications (opt out at any time)
• Fraud prevention and security
• Customer support
• Complying with legal obligations

Who we share data with

• Shopify (our store platform)
• Payment processors and financial service providers
• Shipping carriers and logistics partners
• Analytics and marketing service providers
• Authorities where required by law

We do not sell your personal data to third parties.

Your rights (GDPR/AVG)

• Access — request a copy of your personal data
• Correction — request we correct inaccurate data
• Deletion — request removal of your data
• Portability — receive your data in a portable format
• Objection / restriction — object to or restrict certain processing
• Withdrawal of consent — withdraw at any time

You may lodge a complaint with the Autoriteit Persoonsgegevens (autoriteitpersoonsgegevens.nl).

Cookies

We use cookies to operate our store and remember your preferences. You can manage preferences through our cookie banner or browser settings.

Relationship with Shopify

Our store is hosted by Shopify. See the Shopify Consumer Privacy Policy or the Shopify Privacy Portal.

Overview

Welcome to Petanimo. These Terms of Service ("Terms") govern your access to and use of our website, online store, and all related services (the "Services"). Our store is powered by Shopify. By using our Services, you agree to these Terms and our Privacy Policy.

Section 1 – Eligibility

You must be at least 18 years old, or have permission from a parent or legal guardian, to use our Services.

Section 2 – Products

We aim to display products accurately. Minor colour or material differences do not qualify as defects. We reserve the right to modify or discontinue products without notice.

Section 3 – Orders

A binding agreement is formed only when payment is processed and you receive an order confirmation email. We reserve the right to refuse or cancel orders due to pricing errors, fraud or stock issues.

Section 4 – Prices & payment

All prices include VAT where applicable. For orders outside the EU, import duties and local taxes may apply and are the customer's responsibility. We accept iDEAL, Bancontact, Visa, Mastercard and PayPal.

Section 5 – Shipping

We dispatch within 48 hours. Free shipping on all EU orders. See our full Shipping Policy for details.

Section 6 – Returns & right of withdrawal

EU consumers have a statutory 14-day right of withdrawal. We additionally offer a 30-day return window. See our full Returns & Refunds Policy.

Section 7 – Warranty & consumer rights

Under EU law (Sale of Goods Directive 2019/771), consumers have a minimum two-year legal guarantee against defective goods.

Section 8 – Intellectual property

All website content is owned by us or our licensors and protected by applicable intellectual property laws.

Section 9 – Third-party services

Our store is powered by Shopify. We are not responsible for the content or policies of third parties.

Section 10 – Privacy (GDPR/AVG)

We process personal data in accordance with the GDPR/AVG. See our full Privacy Policy.

Section 11 – Liability

To the fullest extent permitted by law, we are not liable for indirect or consequential damages. Nothing excludes liability prohibited by applicable consumer law.

Section 12 – Force majeure

We are not responsible for delays caused by events beyond our reasonable control.

Section 13 – Prohibited use

You may not use our Services for unlawful, fraudulent or abusive purposes.

Section 14 – Termination

We may suspend or terminate your access if you violate these Terms.

Section 15 – Governing law & dispute resolution

These Terms are governed by Dutch law. EU consumers retain protection under their country's mandatory law. Disputes may be submitted via ec.europa.eu/consumers/odr.

Section 16 – Changes

We may update these Terms from time to time. Continued use after changes constitutes acceptance.