We are happyfor youtoassist youwith your order.
Forany questionwhatsoever, you can callus on+ 31 (0) 599 858878.
Available on monday - friday between 10:00 and18:00.

You can reach us by emailatinfo@petsonline.nl
Usually you will receive quick reply.

Finally, you canalso usethe form on thispage tothe right sidetoask your question.

No, there is no minimum order amount at Petsonline.nl

No, there is no limit to order on www.petsonline.nl

Afterplacing yourorders,I regret that they cannot becombinedany more.Of course you canalwayscontact usvia emailinfo@petsonline.nltosee whatispossible to arrange manually.

It is not alwayspossibletocancel your order.Orders containingcustommade products that have already goneintoproductioncannot be canceled.Kindly contactus viainfo@petsonline.nltodiscuss the possibilities.

Petsonlinealwayssends you a confirmationandan invoice if you place an order.Ifyouunfortunatelydo notreceive it, pleasecontactus.

Petsonlinecan be reachedeither by email at info@petsonline.nlor by phone at + 31 (0)591 858878. You can reach us dailybetween 10.00 and19.00.

Anumber of productsare standardnot in stock:the custom made dogpillows,dog beds,the bronzestatues andurns,andexclusive handmadecollarareall custommadeper orderaccording tothecustomer requirements.This will resultalways in a delivery time,thatis listedin our system.
Weendeavorto stockother productsas much as possiblebut that is notalways possible.The impact of complicatedglobal logisticscould bethat a productis not always in stock.You can, of course,place an orderand our system willinform you of the expected delivery time. Usually we are able to ship out any product withing a maximum of 5 business days.

No, thereisno registration requiredto become a client. Only if you wish so,  you can create an accountso you cancheck outfaster. You will then also be able to save multipleaddresses,viewand trackyour orders, andmore,but this isnot mandatory.

With Petsonline, you can pay in various ways:
-By bank transfer. There's no extracharge.Ourbank accountisNL59INGB0006200362, Petsonline,  Stadskanaal, the Netherlands.
-ByIdeal.You payonlineby iDEAL(possible with almost all Dutch banks).There's no extracharge.
- In3 - Pay in 3 installments with 0% interest (only orders in the Netherlands)
- with the VVV giftcard.
-By PayPal. You payonlineusing your PayPalaccount.
-Mr.Cash / Bancontact
- Belfius
- KBC
- EPS
- ApplePay 
-CreditCards: Visa, Master Cardand American Express.  
-Sofot Banking. 
- Payment after delivery (only for Dutch residents with a private address in the Netherlands).
- Fastcheckout by Multisafepay. Register once and pay in three steps in all affiliated webshops.

iDEAL isa safe form ofinternet bankingwhereyou are directedtothe internet bankingsiteofyour bankduringcheckout. In ourcheckout processyou indicateto pay by iDeal. In the familiar internet banking siteofyour bank, you canpayyour ordersafely.Thepayment detailsare alreadyfilled in for you.After you havereceived confirmation fromyour bank, you return toour website andyou will receive aconfirmationof your order.Since theiDEALpayment is processedimmediately, the payment is immediatelyvisible onyourbilling statement.

Yes, you can justpay in advanceby bank transfer. Yourinvoicecontains allnecessary data such asinvoice number, amountand ourbank details. Belowthey are listedagain: INGBank, NL59INGB0006300362, BIC: INGBNL2APetsonline, Stadskanaal, the Netherlands.
Once we receive yourpaymentonour bankaccount, we will shipyour order.

Ourpublished prices are inclusive of VAT.

Petsonline
Handelsstraat 40
9501 EV Stadskanaal
The Netherlands
Phone: + 31 (0) 599 858878

Email:info@petsonline.nl

Chamber of Commerce: 58866779

VAT: NL857128590B01

Bank:NL59INGB0006300362, BIC: INGBNL2A

Petsonlinetakes complaints very seriously and willdo everythingto solvethe problem.
Kindly send usafull and cleardescription of your complaintin writing, bypost orby email.
We will alwaysacknowledge receipt ofyour complaintandwill respond tothiswithin 14days. 

If you receive a faulty product, please contact us immediatelyby phone or emailcontact.Petsonlinewilldo its outmost to send you a replacement as soon as possible.

Returning items

In accordance with our terms and conditions, you can return a product within 30 days without giving any reasons (Article 6 and 7), this is done at your own expense. We will refund you within 14 days.

The withdrawal period starts at the moment you receive the product.

During this period of 30 days you can return your order unused, undamaged and completely in its original packaging. Of course you can try the product as you would in a physical store. After fitting, ensure that the product is returned clean, completely undamaged in its original packaging. Sealed products can not be returned after the seal has been broken. The shipping costs for a return shipment are for the account of the consumer.

In the following cases. we cannot accept a return:

• Returns after the withdrawal period of 30 days.
• Damaged products.
• Used products (dirty, dirty or smelly products, etc.).
• Incomplete products with missing parts.
• The labels or cards with the item number may not have been removed.
• Tailor-made products. Some products can not be returned from a hygienic point of view when the package is opened: for example, cat litter boxes, scratching posts, the Litter Kwitter, towels, bathrobes and the like can only be returned in their original and unopened packaging. If in doubt, please contact us first.
• Without sufficient postage.

Register return online

To register a return online, you need an account. Haven't created an account yet?

Create an account quickly here

Use the same email address as in your order to link the order to your account.

In the order overview click on 'view' next to the order for which you want to return something.

You will then see the complete order. Click on 'Return items' at the bottom right

In the next screen you can set up the return shipment. The first step is to indicate which products will be returned. This is done by indicating the quantity in the drop-down menu. Leave products that you do not return at 0.

In the next step you indicate the reason for the return.
Finally, you can provide additional information under "reaction".

Filled in everything? Then click on “send”.

Final steps: pack the return carefully.

Important: Include the packing slip so that we know who the return shipment comes from.

A piece of paper with your name and order number will also suffice.

Send the package to our warehouse:

Petsonline
Handelsstraat 40
9501 EV Stadskanaal

Reimbursement after handling the return shipment takes an average of 5 working days.

Do you return a part of your order ?

If the final order amount, after the credit for the returned goods, does not qualify (any more) for free shipment, normal shipment costs will be added to your invoice. These will be deducted from the credit for the returned goods.

Items can be returned to our standard address:

Handelsstraat 40
9501 EV Stadskanaal

Petsonlinewill first checkthe returned goodsfor damageetc. Weexpect from youthat the product andall accessorieswill be returned in the original packaging as muchas reasonablypossible,
Petsonlinewill refund you within 30days.

For a normalreturn,ifthere is nocase offailure or damage,you always payyourselfthe shipping costs forthe return shipment.
In case of a defect ordamaged product,pleasecontact usimmediately to arrange shipment.Petsonline will paythe shipping costsin such cases.

You can exchange a product without problems. For example if the size did not fit. We kindly ask you , before you return a product, to contact us about your wishes. by email to info@petsonline.nl

The return procedure is as follows :
Please inform us about the return or exchange of the goods at info@petsonline.nl and we will inform you about the correct address to send the goods to.

The cost of return shipment are paid by the consumer.

Please note that there are a number of products for which this general rule does not apply :
- Customized products where the product is manufactured in accordance with the wishes of the consumer. This applies to handmade collars that are made per order and to the cushions that are also made per order.
- Products that are clearly personal in nature, such as  the bronze animal statues and urns.

In the description of a product is always clearly mentioned if a product will be hand made manufactured per order.

Petsonline will check the returned goods for damage etc. We expect from you that the product and all accessories will be returned to us in the original packaging.

In exchange for another item or size, we will send you a credit note for the returned products excluding the shipping costs and will make a new order for the desired product . Please note that any shipping costs for the new order will be calculated according to the normal rules

The expected delivery time of a product is mentioned on the website. The delivery time is mentioned in business days. Business days are mondays to fridays. Saturday, Sunday or holidays such as Christmas are not business days as we cannot send parcels nor receive parcels.

Normally we ship the parcels by GLS. You will receivethe trackingcodeonce yourpackage isshippedso youcan trackthe shipment. 

Parcels that are shipped directly by a distributor, can be shipped with a different courier. In that case, we will do our best to send you all the relevant information about the courier and the track & trace code, but are dependant on third parties.

Netherlands

Petsonline ships free within the Netherlands for orders above € 59.

For shipping orders under € 59 we charge € 4,95 shipping costs. Your order will be shipped with GLS as a package , you will automatically receive a Track & Trace code once the parcel has been delivered to GLS by us.

Belgium

Petsonline ships free to Belgium for orders above € 59.

For shipping orders under € 59 we charge € 5.95 shipping costs. Your order will be shipped with GLS as a parcel, you will automatically receive a Track & Trace code once the parcel has been delivered to GLS by us.

Other countries

In the ordering process, you can have your order sent to almost any country in Europe. Based on your address, the system calculates the correct shipping costs.

Petsonline ships with GLS. Once wedeliveryour parcel to GLS, thedelivery time is(almost) always maximum 1 business day (within the Netherlands)

Someproductswill besentto you directlyby oursupplier. There are no extracharges will apply. In these cases, we will inform you by email about the details of the shipment.

For all othercountries,your packagewill besent by GLS.

Upon appointment it is possible to pick up your order at our office in Stadskanaal. This service is free of charge.