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Frequently asked questions

Here you will find all the important topics and answers to your questions!


Orders

Shipping & delivery

Returns & complaints

Products

Customer account

Shopping at ALPHAZOO


HOW DO I CREATE A CUSTOMER ACCOUNT?

Registering with us offers you many advantages. Simply register on the registration page(link https://www.alphazoo.de/de/shop/register) and experience ALPHAZOO with all the extras such as discount promotions or useful information about your four-legged friend.

The fields marked with an asterisk are mandatory.

HOW DO I RESET MY PASSWORD?

It can always happen that you have forgotten your password or would like to reset your password for other reasons. You can easily do this on the Reset password page(link https://www.alphazoo.de/de/shop/password-reset-request).

All you have to do is enter your e-mail address and you will receive an e-mail with a link to reset your password. Simply click on it and then set a new password.

CAN I ALSO ORDER AS A GUEST?

Of course, you can also order from our online store as a guest and registration is not necessary.

Simply select all the products you would like to order from us and add them to your shopping cart. You then have the option of ordering as a guest. Simply select the appropriate option.

IS THE WEBSITE SECURE?

The protection of your personal data is very important to us. We use TLS encryption (Transport Layer Security protocol) to ensure that your personal data is always fully protected.

This means that all data you send us, such as address or credit card information, is encrypted and cannot be viewed by anyone other than you and us.

WHICH PAYMENT METHODS DO WE OFFER?

We offer the following payment methods:

  • Credit card (Visa, Mastercard)
  • Debit card (Visa)
  • PayPal
  • Invoice (Klarna)
  • Instant bank transfer (Klarna)
  • All payment methods are absolutely secure.

Your personal data (such as payment information, email and address) and payment details are protected by encryption and an additional authorization process.

Credit card/debit card

Your credit or debit card will be charged after the order has been completed.

PayPal

If you would like to pay via PayPal, you will be redirected to PayPal to complete your payment when you submit your order. If you do not yet have a PayPal account, you can set one up during the ordering process.

Please note that you cannot send us money via PayPal to pay an invoice afterwards. Unfortunately, we cannot accept payments from PayPal accounts in the USA.

Invoice

If you would like to pay by invoice, you will be redirected to Klarna when you submit your order. The purchase on account will then be processed via Klarna. Klarna's terms of payment apply.

Instant bank transfer (Klarna)

If you would like to pay by instant bank transfer (Klarna), you will be redirected to Klarna to complete your payment when you submit your order. Please note the further steps shown.

In order to use Sofortüberweisung as a payment method, access to online banking is required.

Please note:

ALPHAZOO only accepts certain payment methods in individual cases or depending on the selected payment method and, if applicable, prior credit information, in the case of purchase on account.

HOW CAN I SELECT OR CHANGE MY DESIRED PAYMENT METHOD?

After you have selected your products, you have the option of selecting the payment method during the order process.

Please note that it is no longer possible to change the payment method after ordering.

MY PAYMENT (PAYPAL OR CREDIT/DEBIT CARD) DID NOT WORK. WHAT CAN I DO?

If it happens that the payment does not work, simply contact our customer service at the following link https://www.alphazoo.de/de/kontakt and explain your problem.

We will then quickly find a solution.

I HAVE RECEIVED A PAYMENT REMINDER EVEN THOUGH I HAVE ALREADY PAID?

Unfortunately, in exceptional cases you may receive a payment reminder even though you have already paid. This is due to the automatic nature of the system and tight time overlaps.

If this is the case, please contact our customer service.

Our customer service will then check the incoming payments and resolve your request quickly.

WILL I RECEIVE AN ORDER CONFIRMATION?

After placing your order, you will automatically receive an order confirmation from us by e-mail.

Please also check your junk/spam folder, especially for your first order.

If you have not received an order confirmation after your purchase, please contact our customer service at the following link https://www.alphazoo.de/de/kontakt.

HOW DO I FIND OUT THAT MY ORDER HAS BEEN SHIPPED?

After your parcel has been packed and handed over to the delivery service, you will automatically receive a shipping confirmation of your order by e-mail.

Please also check your junk/spam folder, especially for your first order.

If you have not received a shipping confirmation after your purchase, please contact our customer service.

CAN I COMBINE SEVERAL ORDERS INTO ONE?

To ensure a quick and easy process, we can only offer to combine several orders into one if the following conditions are met:

  • Purchase on account
  • Order has not yet been packed
  • Please contact our customer service team, quoting the relevant order numbers. We will then find a solution together.

If an order has already been packed or handed over to the delivery service, it is no longer possible to change the order at a later date.

IS MY DELIVERY FREE OF SHIPPING COSTS?

From an order value of 39 € we deliver free of shipping costs within Germany. Further information on delivery can be found at the following link: https://www.alphazoo.de/de/versand.

WHICH SHIPPING SERVICE PROVIDER WILL BE USED TO SEND MY PARCEL?

We only send your parcel in a climate-friendly way with DHL GoGreen.

This means that your order is shipped in a climate-friendly and CO2-neutral way. This is offset by internationally recognized climate protection projects.

WHAT IF I'M NOT AT HOME WHEN MY PARCEL IS SUPPOSED TO ARRIVE?

If your parcel carrier does not find you at home, they will leave you a notification stating where your parcel has been left. Your parcel may be left for collection with a neighbor or at a post office.

Alternatively, you can use the DHL portal to specify a drop-off location, redirect your parcel or set a new delivery date.

If you have not received a parcel after four to five days and have not received a notification in your letterbox, simply check the shipment status of your parcel under the shipment tracking link in the shipping confirmation.

You will receive these immediately after your purchase.

CAN I SPECIFY AN ALTERNATIVE DELIVERY ADDRESS?

Yes, during the ordering process you have the option of entering a delivery address that differs from the billing address.

And this is how it works:
1. click on "Add new delivery address" under "Order details", enter the desired delivery address and click on "Add".
2. now remove the tick from "Billing address is delivery address" by clicking on it once.
3. the "Shipping address" field will now open. You can select the delivery address here.

WHEN WILL MY PARCEL BE DELIVERED?

As a rule, your parcel should reach you within one to two working days within Germany.

You can find more detailed information on shipping at the following link https://www.alphazoo.de/de/versand.

HOW CAN I TRACK MY PARCEL?

As soon as your order has been packed, you will receive a shipping confirmation and a link to track your shipment by e-mail.

You can easily track your parcel using the link in the email.

MY PARCEL ARRIVED DAMAGED.

If your package or a product has arrived damaged, please contact our customer service by e-mail (hello@alphazoo.de).

In order to be able to help you quickly, we need the order number and a photo of the damage.

HAS MY PARCEL BEEN LOST?

Sometimes delivery is delayed for reasons beyond our control. If your parcel is unexpectedly delayed, please check the shipment status via the tracking link you received from us by email.

If this does not resolve your issue or the shipment remains unchanged for a few days, please contact our customer service.

MY PARCEL IS SHOWN AS DELIVERED, BUT I HAVE NOT RECEIVED IT.

Please ask your neighbor and/or your parcel carrier if they can help you. In addition, check your letterbox to see if you have received a delivery receipt.

If you still cannot find your order, please contact our customer service.

MY ORDER ARRIVED INCOMPLETE.

If your order has arrived incomplete, please contact our customer service.

Please let us know your order number and which product is missing so that we can help you quickly.

I HAVE RECEIVED THE WRONG ARTICLE.

If you have received the wrong item, please contact our customer service.

In order to be able to help you quickly, we need the order number and a photo of the incorrectly delivered product.

CAN I RETURN AN ITEM?

Returns are generally possible within 14 days of receipt. Please note that we can only accept returns of sealed products.

We are not allowed to accept opened products.

HOW DO I RETURN AN ITEM?

If you would like to return an item, please contact our customer service.

Please let us know your order number and the item you wish to return so that we can help you quickly.

IS THERE A DEADLINE FOR RETURNS?

Returns can be made within 14 days of receipt of the goods.

WHAT HAPPENS AFTER THE RETURN SHIPMENT?

Once we have received the return, we will process your return within 7 days. Refunds will normally be made within 14 days of receipt of the return.

I HAVE NOT RECEIVED A REFUND ON THE RETURN SHIPMENT.

We ask for your understanding that refunds will be processed within 14 days of receipt of the return.

If you still have not received a refund, please contact our customer service team, quoting your order number.

HOW DO I COMPLAIN ABOUT AN ITEM?

We rely on feedback and criticism so that we can constantly improve. So if you have any reason for complaint or improvement, please contact our customer service.

RIGHT OF WITHDRAWAL & FORM

You have the right to withdraw from the purchase contract within 14 days without giving reasons.

You can find out more about the right of withdrawal here. You can use the withdrawal template contained therein for a withdrawal. However, this is not absolutely necessary. A clear declaration by e-mail is also sufficient.

For further information please contact our customer service.

THE ITEM I WANT IS SOLD OUT, CAN I STILL ORDER IT?

Unfortunately, it is not possible to pre-order items that are not available. We are working to ensure that all items are always available. That is the standard we set ourselves. However, due to disrupted delivery routes, some items may not be available.

If the item is not available, simply contact our customer service and we will try, if possible, to give you a time when the item will be available again.

I CAN'T FIND THE PRODUCT I WANT.

If you cannot find the product you are looking for, please contact our customer service. They will help you quickly and we will start looking for your desired product for you.

I HAVE A QUESTION ABOUT AN ARTICLE.

We do our best to ensure that our product descriptions are up to date and contain all relevant information.

If you require further information, have a request for a product or an idea of what we should do in the future, please contact our customer service. Our ALPHAZOO experts will be happy to help you.

ARE FREE SAMPLES OFFERED?

We do not offer free product samples.

Most of the food products in our range are also available in smaller containers so that you can try out whether your four-legged friend accepts a product without having to buy a large quantity.

All changes to your four-legged friend's diet (change of food) should be made slowly. Abrupt changes can trigger intolerances or undesirable reactions. It would then be a great pity to waste raw materials and pollute our environment.

Smaller packs are a good way of testing acceptance and ensuring a safe change of diet.

THE ARTICLE DOES NOT MEET MY EXPECTATIONS.

Please contact our customer service if a product does not meet your expectations.

Please have the following information ready so that we can help you as much as possible:

  • Your order number
  • Article name
  • The reason for your complaint
  • A photo of the item if this can help to process your request (batch & expiration date for allocation)

MY PET REFUSES TO EAT

We want you and your pet to be satisfied with our products. You can therefore return any unopened products that do not meet your expectations within 14 days of receiving them.

In this case, please contact our customer service by e-mail (hello@alphazoo.de).

Please have the following information ready so that we can help you as best we can:

  • Your order number
  • Article name
  • The reason for your complaint
  • A photo of the item if this can help to process your request (batch & expiration date for allocation)

Unfortunately, it is not possible to return products that have been opened. We therefore recommend that you first buy a small quantity of the desired new product and give it to your pet to try before you buy a larger quantity.

MY OIL BOTTLE ARRIVES WITH DENTS/DINGS.

Of course, we also don't like it when our products arrive damaged. Our parcels are all lovingly and carefully packed by hand. Nevertheless, products may be damaged during transportation. Unfortunately, this can never be completely ruled out.

If the packaging of the product is so damaged that the contents are leaking, please contact our customer service by email (hello@alphazoo.de). In order to be able to help you quickly, we need the order number and a photo of the damage.

Dents and dings don't look nice, but they don't affect the contents.

There are a lot of myths and non-updated information circulating on the internet. A lot of it is true or was true at one point in history.

In earlier times, metal packaging was often made of tin and black plate, i.e. black plate on the inside and a thin layer of tin on both the inside and outside. Cracks or dents caused the tin layer to crack, so that the contents of the container came into contact with the black plate.

As a result, the metal sheet oxidized and harmful compounds came into contact with the contents of the container through the formation of rust. In earlier times, every tin or metal container was made of this combination and was therefore engraved in people's minds. Nowadays, cheap products in particular are still made from this material.

Alternatively, tinplate packaging such as our cans or bottles is completely unaffected by this. The starting material is steel with a particularly high purity content, which can only be offered as "tinplate" with these properties.

This classification is not only particularly low in harmful substances, but is also 98% recyclable in terms of sustainability. At the same time, the tinplate is UV-stable and does not age.

In addition to the tinplate and the move away from inexpensive black sheet metal with tin coating, the interior paintwork is designed for food and use.

Inner coatings that do not contain bisphenol A are required for food and cosmetic products. The designation for these coatings is BPA-NI (not intended). This means that the strict regulatory requirements for these filling goods classes are met. At the same time, this material is completely elastic so that dents, cracks or breaks do not contaminate the contents.

It is therefore generally true that cracks and dents in cheap materials are harmful, but this does not apply to our packaging. The higher costs for us ensure higher product quality, greater sustainability by minimizing harmful substances and lower disposal costs due to destroyed goods.

HOW DO I DISPOSE OF THE POOP BAGS?

Our poop bags are EU compost certified and suitable for disposal in the organic waste garbage can or brown bag.

However, this only applies to the bags. After your four-legged friend's "business", poop bags should always be disposed of in the residual waste (black garbage can), as this is the only way the waste disposal companies are able to process the waste sustainably.

HOW CAN I REDEEM A VOUCHER/DISCOUNT CODE?

You have the option of redeeming your voucher/discount code in the shopping cart.

Simply select the products you want and add them to your shopping cart. In the shopping cart you will find a text field where you can enter the voucher/discount code. The amount or percentage discount will then be applied to your order.

Please note that only one voucher/discount code can be used per order.

It is not possible to redeem a voucher/discount code retrospectively on an order that has already been placed.

I CANNOT REDEEM MY VOUCHER.

If redeeming your voucher or discount code does not work, you can simply contact our customer service.

Please describe your problem and we will find a solution together.

If you receive an error message or the entry of the voucher / discount code does not work, please check whether you have entered all the numbers and letters of the code correctly.

HOW CAN I REGISTER FOR THE NEWSLETTER?

You have two options for subscribing to our newsletter:

1. When you visit our online store for the first time, a button appears at the top of the homepage. If you click on it, you can register for our newsletter with your e-mail address and your first name.
2. you can also register via our newsletter page. To do this, go to the following link: alphazoo.de/en/newsletter

HOW CAN I UNSUBSCRIBE FROM THE NEWSLETTER?

Of course we are sorry if you want to unsubscribe from our newsletter. Nevertheless, we offer you this option.

You can unsubscribe from the newsletter at any time by clicking on the "Unsubscribe" link at the bottom of the newsletter.

For data protection reasons, only you can delete a newsletter subscription.

I HAVE REGISTERED FOR THE NEWSLETTER BUT HAVE NOT YET RECEIVED AN E-MAIL.

If you decide to subscribe to our newsletter, you will receive a confirmation e-mail with a link for activation.

It may happen that our newsletter is moved to the junk or spam folder by your e-mail program.

Therefore, please check this folder first. You can then identify our e-mail address as a non-junk e-mail address.

If the e-mails cannot be found in these folders either, please contact our customer service.

HOW DO I GET MY DISCOUNT CODE FOR SUBSCRIBING TO THE NEWSLETTER?

When you register for our newsletter, you will receive an exclusive 10% discount on your next order. You will receive the voucher/discount code in a separate e-mail after you have confirmed your registration for the newsletter.

Please also check your junk or spam folder so as not to miss your new experience with ALPHAZOO.

GENERAL TERMS AND CONDITIONS

alphazoo AG is a pan-European pet supplies company.

You can find our extensive range in our online store. We do not operate any brick-and-mortar stores ourselves.

Wholesale

alphazoo AG sells to private customers and also to retail partners. We offer special conditions and dealer discounts for trade partners from specialist retailers and wholesalers. If you are interested, please contact our customer service at the following link https://www.alphazoo.de/de/kontakt.

Your request will be forwarded internally to the person responsible.

General Terms and Conditions

In order to conclude an effective contract, it is necessary that you accept our General Terms and Conditions (GTC) before submitting an order. You can view these under the following link https://www.alphazoo.de/de/agb.

WHICH PAYMENT METHODS DO WE OFFER?

We offer the following payment methods:

  • Credit card (Visa, Mastercard)
  • Debit card (Visa)
  • PayPal
  • Instant bank transfer (Klarna)
  • Invoice (Klarna)

You can find more information about the payment methods under the heading "Orders".

PRICES & SHIPPING COSTS

All our prices include VAT and do not include shipping costs.

You can find all information about our shipping costs under the following link https://www.alphazoo.de/de/versand.

The exact shipping costs depend on your delivery address and will be displayed in the order overview before you submit your order.

RIGHT OF WITHDRAWAL AND FORM

Consumers have a 14-day right of withdrawal.

Find out more about your right of withdrawal here.

For further information please contact our customer service.

DATA PROTECTION & DATA SECURITY

The protection of your personal data is very important to us. We do not pass on your data to unauthorized third parties.

Further information on the data that we collect and process in connection with the use of our website can be found in our privacy policy at the following link: https://www.alphazoo.de/de/datenschutz

WHAT ARE COOKIES AND WHAT DO I NEED THEM FOR?

Cookies help us to keep track of the products you have placed in your shopping cart. They also enable us to recognize you when you visit our store again.

Cookies also make it easier for you to navigate our website and help you to find the products you are looking for. They enable us to recognize any errors and show you products that may be relevant to you.

If you want to place an order with ALPHAZOO, you must allow cookies. However, if you just want to browse without making a purchase, you can disable cookies.

The protection of your personal data is very important to us and we only use secure cookies. If you would like to find out more about how cookies are used on our website, what purpose they serve and how you can delete them or prevent them from being stored, please go to the Privacy Policy page at the following link: https://www.alphazoo.de/de/datenschutz

I GET AN ERROR MESSAGE ON THE WEBSITE, WHAT SHOULD I DO?

Error messages can have different causes.

If you receive an error message on our website, you can try the following steps first:

  • Reload the page or restart the browser
  • Log out and log in to the online store again
  • Clear your browser cache and cookies
  • Use a different browser or device if possible
  • If these options do not resolve the error message, please send a screenshot of the error message to our customer service team by email (hello@alphazoo.de). Please also describe when and where the error message occurred and what you wanted to do.

This way we can help you quickly and find a good solution.