Frequently asked questions

Here you will find all 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 discounts 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 want to reset your password for other reasons. You can do this easily on the Reset Password page ( Link https://www.alphazoo.de/de/shop/password-reset-request ).

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

CAN I ORDER AS A GUEST?

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

Simply select all the products you would like to order from us and put them in your shopping cart. You will then have the option to order as a guest. Simply select the relevant 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 to us, such as address or credit card information, is encrypted and cannot be viewed by anyone except 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)
  • Sofortüberweisung (Klarna)
  • All payment methods are absolutely secure.

Your personal information (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 your order is completed.

PayPal

If you wish to pay via PayPal, you will be redirected to PayPal when you submit your order to complete your payment. 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.

The invoice

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

Sofortüberweisung (Klarna)

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

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

Please note:

In individual cases or depending on the payment method chosen and, if applicable, prior credit check, when purchasing on account, ALPHAZOO only accepts certain payment methods.

HOW CAN I SELECT OR CHANGE MY PREFERRED PAYMENT METHOD?

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

Please note that once your order has been placed, it is no longer possible to change your payment method.

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

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

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

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

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

WILL I RECEIVE AN ORDER CONFIRMATION?

After placing your order, you will automatically receive an order confirmation from us by email.

Please also check your junk/spam folder, especially if this is your first order.

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

HOW DO I KNOW MY ORDER HAS BEEN SHIPPED?

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

Please also check your junk/spam folder, especially if it is your first order.

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

CAN I COMBINE MULTIPLE ORDERS INTO ONE?

In order to ensure that the process is quick and easy, we can only offer to combine several orders into one if the following requirements are met:

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

If an order has already been packaged or handed over to the delivery service, subsequent changes to the order are no longer possible.

IS MY DELIVERY FREE OF SHIPPING COSTS?

For orders over 39 €, shipping is free within Germany. You can find further information about delivery at the following link: https://www.alphazoo.de/de/versand .

WHICH SHIPPING SERVICE PROVIDER WILL SHIP MY PACKAGE?

We only send your package in a climate-friendly manner with DHL GoGreen.

This means that your order will be shipped in a climate-friendly and CO2-neutral manner. The offset is made through internationally recognized climate protection projects.

WHAT IF I AM NOT HOME WHEN MY PACKAGE IS SUPPORTED?

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

Alternatively, you have the option of specifying a drop-off location, redirecting your package or setting a new delivery date in the DHL portal.

If you have not received a package or a notification in your mailbox after four to five days, simply check the shipment status of your package using the tracking link in the shipping confirmation.

You will receive this directly after your purchase.

CAN I PROVIDE AN ALTERNATIVE DELIVERY ADDRESS?

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

And this is how it works:
1. Under "Order details", click on "Add new shipping address", enter the desired shipping address and click "Add".
2. Now remove the check mark next to “Billing address is delivery address” by clicking on it once.
3. The “Shipping address” field will now open. Here you can select the delivery address.

WHEN WILL MY PACKAGE BE DELIVERED?

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

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

HOW CAN I TRACK MY PACKAGE?

As soon as your order has been packaged, you will receive a shipping confirmation and a link to track your shipment by email.

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

MY PACKAGE ARRIVED DAMAGED.

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

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

HAS MY PACKAGE BEEN LOST?

Sometimes deliveries are delayed for reasons beyond our control. If your package takes an unexpectedly long time to arrive, please check the shipment status using the tracking link you received from us by email.

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

MY PACKAGE SHOWS AS DELIVERED, BUT I HAVE NOT RECEIVED IT.

Please ask your neighbor and/or your parcel carrier if they can help you. Also check your mailbox to see if you have received a delivery receipt.

If your order is still not found, please contact our customer service.

MY ORDER ARRIVED INCOMPLETE.

If your order 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 RECEIVED THE WRONG ITEM.

If you received an incorrect item, please contact our customer service.

In order 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 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 would like 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?

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

I DID NOT RECEIVE A REFUND ON THE RETURN.

Please understand 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 stating your order number.

HOW DO I COMPLAIN ABOUT AN ITEM?

We rely on feedback and criticism so that we can continually improve. If you have any reason to complain or make improvements, please contact our customer service.

RIGHT OF WITHDRAWAL & FORM

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

You can find out more about the right of withdrawal here. You can use the withdrawal form included therein to withdraw your consent. However, this is not absolutely necessary. A clear declaration by email is also sufficient.

For further information please contact our customer service.

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

Unfortunately, pre-orders for items that are not available are not possible. We are working to ensure that all items are always available. That is our standard for ourselves. However, due to disruptions in delivery routes, individual 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. We will help you quickly and search for the product you are looking for.

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 need further information, have a request for a product or an idea about 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 straight away.

Any changes to your four-legged friend's diet (change of food) should be made slowly. Abrupt changes can cause intolerances or unwanted reactions. It would be a shame to waste raw materials and pollute our environment.

Smaller packs are a good way to test acceptance and ensure a safe change in 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 best 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 assignment)

MY PET REFUSES TO FOOD

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

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

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

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

MY OIL BOTTLE ARRIVED WITH DENTS/BUNS.

Of course, we don't like it when our products arrive damaged. All of our packages are lovingly and carefully packed by hand. Nevertheless, damage to the products can occur during transport. 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 help you quickly, we need the order number and a photo of the damage.

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

There are many myths and outdated information circulating on the Internet. Some of it is true or was true at some 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 top both inside and outside. Cracks or dents caused the tin layer to break, meaning that the contents of the container came into contact with the black plate.

This caused the metal to oxidize and rust to form, allowing harmful compounds to come into contact with the contents of the container. In earlier times, every canned food or metal container was made of this combination and has thus become ingrained in people's knowledge. Nowadays, mainly cheap products are still made of this material.

An alternative and completely unaffected by this is tinplate packaging such as our cans or bottles. The raw 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 pollutants, but 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 cheap black plate with tin coating, the interior paint is designed for food and use.

For filling goods from the food and cosmetics sectors, internal coatings are required to which no bisphenol A has been added. 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 cause contamination of the contents.

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

HOW DO I DISPOSE OF THE POOP BAGS?

Our fart bags are EU compost certified and suitable for disposal in the organic waste bin or brown bag.

However, this only applies to the bags. After your four-legged friend has done his business, poop bags should always be disposed of in the residual waste (black bin), as this is the only way the waste disposal companies can process the waste sustainably.

HOW CAN I REDEEM A VOUCHER/DISCOUNT CODE?

You have the option to redeem your voucher/discount code in your shopping cart.

Simply select the products you want and put them in your shopping cart. In your 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 applied per order.

It is not possible to subsequently redeem a voucher/discount code for 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 entering the voucher / discount code does not work, please check whether you have entered all numbers and letters of the code correctly.

HOW CAN I SUBSCRIBE TO THE NEWSLETTER?

You have two options to subscribe to our newsletter:

1. When you first visit our online shop, a button will appear at the top of the homepage. If you click on this, you can sign up for our newsletter using your email address and first name.
2. You can also subscribe via our newsletter page. To do so, go to the following link: alphazoo.de/de/newsletter

HOW CAN I UNSUBSCRIBE FROM THE NEWSLETTER?

Of course, we think it's a shame 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 SIGNED UP FOR THE NEWSLETTER BUT I HAVEN'T RECEIVED AN EMAIL YET.

If you decide to subscribe to our newsletter, you will receive a confirmation email with an activation link.

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

Therefore, please check this folder first. You will then be able to identify our email address as a non-junk email address.

If the emails cannot be found in these folders, please contact our customer service.

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

When you sign up for our newsletter, you will receive an exclusive 10% discount on your next order. You will receive the voucher/discount code in a separate email after you have confirmed your subscription to the newsletter.

Please also check your junk or spam folder so you don’t miss your new experience with ALPHAZOO.

GENERAL TERMS AND CONDITIONS

alphazoo AG is a Europe-wide company for pet supplies.

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

wholesale

Alphazoo AG sells to private customers and also to trading partners. We offer special conditions and dealer discounts for trading 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 responsible person.

General terms and conditions of business

In order to conclude a contract effectively, it is necessary that you accept our General Terms and Conditions (GTC) before submitting an order. You can view these at 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
  • Sofortüberweisung (Klarna)
  • invoice (Klarna)

You can find more information about payment methods under the “Orders” section.

PRICES & SHIPPING COSTS

All our prices include VAT and are exclusive of any shipping costs.

All information about our shipping costs can be found under the following link https://www.alphazoo.de/de/versand .

The exact shipping costs depend on your delivery address and will be shown 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 your data on to unauthorized third parties.

Further information on the data 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 WHY DO I NEED THEM?

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

Cookies also make it easier for you to navigate our website and help you find the products you want. They allow us to detect 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 buying anything, 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 learn more about how cookies are used on our website, what purpose they serve and how you can delete them or prevent them from being saved, please go to the data protection 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 first try the following steps:

  • Reload the page or restart the browser
  • Log out and log in again in the online shop
  • 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 our customer service team a screenshot of the error message by email (hello@alphazoo.de). Please also describe to us when and where the error message appeared and what you wanted to do.

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