Frequently Asked Questions
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To save your information, we recommend that you create an account. You can access our registration or login tool by scrolling to the silhouette at the top right of our website.
Do you want to change your postal address? Go to the “my account” tab, all you have to do is enter your new address.
Forgot your password? When you enter an incorrect password, you can click on the “forgot password” link. You will receive an account recovery email with the necessary instructions. Don’t worry, no need to recreate a new account.
You can change your email preferences by clicking on the link in all ZooDirect emails, or contact Customer Service who will be happy to help you remove your email address from our mailing list.
Once you have placed an order on our website, you will not be able to modify or cancel it. Did you make a mistake with your order? Don’t panic, contact our Customer Service immediately, we will find a solution together.
Once you have placed an order on our site, a confirmation page opens with an order number, followed by a confirmation email to the email address you provided us in the payment section of our site. web.
If you do not arrive at the order confirmation page, it is possible that your order was not placed correctly due to a shipping problem. If you haven’t received a confirmation email, please check your spam folder. If you have not received anything, please contact our Customer Service team who will be happy to assist you.
Product prices displayed on our website include value added tax (VAT) except in countries where local law is different. Please note that the VAT rate is set by the country where you have your order shipped.
We accept most major credit cards on our website. We also offer PayPal and bank transfer. You can see all of the payment options available to you after entering your shipping and billing address when checking out. For more information, please see our Payment Information page.
Can’t pay by card? Zoodirect supports classic cards: Mastercard, Visa and Bancontact. The card must be equipped with 3D Secure. If your card does not work on the site, do not hesitate to contact your bank.
You can also pay by Paypal with your account or simply with your card without a Paypal account.
Do you want to pay by bank transfer? You have this option on Zoodirect. In this case, your order will be sent upon receipt of your payment. (2 to 3 days of additional treatment)
Payment in several installments is not possible for the moment, for the purchases of individuals. We are studying the possibility of offering a direct debit in several installments for amounts greater than € 300. Stay tuned to follow the evolution of this feature.
Once your order has left our warehouse, an email will be sent to you with your tracking information. You will then be able to follow the order until it arrives at your home. Please note that your tracking information will only be activated once your order has been delivered to the carrier.
Delivery times depend on the delivery method chosen and the destination of your package. For complete information on preparation and delivery times, please see our Delivery Information page.
Please note that weather, holidays, busy periods, and incorrect delivery information may delay the delivery of your order. No refund will be made for an order for which the delivery data entered is incorrect or for a delay in delivery due to circumstances beyond our control.
Packages are returned to our depot for a number of reasons such as multiple unsuccessful delivery attempts or missing delivery information. Due to the scale of our logistics operations, we are unable to automatically return your order to you when it arrives at our warehouse.
The package will be treated as a return and we invite you to contact our Customer Service team who will be happy to assist you.
Upon receipt of the goods, you must check their condition and their compliance with the order. If the package is too damaged, refuse your package.
All complaints relating to a defect in the delivered goods, an inaccuracy in the quantities or their incorrect reference must be sent to ZooDirect Customer Service by email at apres-ventes@zoodirect.com within 48 hours of receipt of the package. , failing which the right to complain will cease to be acquired.
When making your request, please send us your order number and tell us the reference of the product in question. In case of damage, non-functioning or visible concern, please attach one or more photos. Without this information, your request cannot be processed.
The subscription allows you to receive the right amount of the kibble of your choice at the frequency you have chosen. By subscribing, you benefit from preferential rates and you receive your croquettes without having to order each time. Subscribe and enjoy your time with your pet, without worrying about recommending their kibble every month. Convenient, isn’t it?
Do you want to change your subscription? Go to your customer area on the “Subscription” tab, then click on “Modify”. You will thus be able to change: the frequency, quantity, type of product, delivery address, payment information, etc. You can also see the details of your subscription or delete it.
