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Help / Support

Questions about delivery:

When will my ordered items be delivered?

The regular delivery time within Germany is 1-3 working days. Deliveries to other countries may take more time depending on the delivery address.

Please note: Depending on the payment method, shipping method and due to holidays, the delivery time may differ.

 

How much are the shipping costs?

From an order value of 25.00 EUR (including VAT and after deduction of all discounts) we deliver free of shipping costs within Germany. From 30.00 EUR value of goods (including VAT and after deduction of all discounts) we deliver free of charge to Austria and the Netherlands. For the respective terms of delivery and payment for these and other nations, please have a look at the table under "service" - "shipping costs".

The shipping costs depend on the quantity, weight of the goods and chosen delivery service.

What is the current order status?

If your goods have already been sent, you will find a shipping confirmation with all relevant data for tracking in your e-mail account. If such an e-mail is not available, even though the regular delivery time has already been exceeded, then please contact our customer service +49 5731 98200-0 or 0800 7678222 (free within Germany). You can also contact us by e-mail: info@portapet.de
Please note that the delivery time is based on the receipt of payment.

 

Questions about the order:

Can I order by phone or e-mail?

You can also order by email (info@portapet.de) or phone +49 5731 98200-0 or 0800 7678222 (free within Germany).
We require the following data from you:
- Customer Number (if available)
- Billing and shipping address
- Article number with price and the desired quantity
- desired payment method

Please note that discount codes may only be redeemable for orders via the online shop.

 

Why is the new customer's discount not available to me?

If you already have a registered customer account in our online shop and have already placed an order, our system can no longer identify you as a new customer. In this case, a discount is not possible. If you do not have a customer account yet, please register with a valid email address. In this case, you can redeem your new customer's discount directly by using the discount code when placing an order.

 

Why does not my discount coupon work?

Please note that coupon codes may be tied to a minimum order value and have an expiration date. Furthermore, in most cases they can only be redeemed once per customer and do not apply to already reduced goods. If the discount code does not work even though all preconditions have been taken into account, please contact our customer service +49 5731 98200-0 or 0800 7678222 (free within Germany).

 

Can I redeem my discount coupon by phone?

Basically, the discount codes are generated for redemption in our online shop. However, if you have questions or problems with the redemption, you can always contact our customer service +49 5731 98200-0 or 0800 7678222 (free within Germany).

 

Can I return goods? Who bears the shipping costs?

You can return the goods within 14 days upon receiving without giving any reasons. Please submit an application for revocation. You are free to use our sample notification on withdrawal. The buyer is responsible for the shipping costs of retuning an order. Our rights of withdrawal apply.

 

How can I cancel my order?

If your order has not yet been shipped, please contact our customer service +49 5731 98200-0 or 0800 7678222 (free within Germany). You can also send us an email: info@portapet.de
If your order has already been sent, please submit an application for revocation. Our rights of withdrawal can be found here.

 

Questions about the customer account:

How can I log out?

Please click on "My Account" in the top right corner and then on the magenta button "Log out". Mobile, please click on "My Account" within the navigation and then on "Logout". After 30 minutes of inactivity, our system automatically logs you out, if you should ever forget to log out.

 

How can I delete my account?

Please contact our customer service +49 5731 98200-0 or 0800 7678222 (free within Germany). You can also send us an email: info@portapet.de

 

In General:

Where do I find current competitions?

There are competitions on different topics and at irregular intervals. Usually, these take place on our accounts in the social networks. Become a fan of our Facebook page and be always informed about current competitions.

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