frequently asked Questions

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



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 campaigns 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 the reset link. Simply click on it and then assign a new password.


CAN I ALSO 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 then have the option to order as a guest. Simply select the corresponding option.


IS THE WEBSITE SECURE?

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

This means that all data that you send to us, such as: B. 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 transfer (Klarna)
  • All payment methods are completely secure.

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

Credit card/debit card

Your credit or debit card will be charged upon completion of the order.

PayPal

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

Please note that you cannot subsequently send us money via PayPal to pay an invoice. 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 purchase on account is then processed via Klarna. Klarna’s payment terms apply.

Instant transfer (Klarna)

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

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

Please note:

In individual cases or depending on the chosen payment method and, if necessary, previous credit information, when purchasing on account, ALPHAZOO only accepts certain payment methods.


HOW CAN I SELECT OR CHANGE MY DESIRED PAYMENT METHOD?

After you have selected your products, you have the option to select your payment method during the ordering 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 request.

We will then quickly find a solution.


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

Unfortunately, in exceptional cases it may happen that you will be sent a payment reminder even though you have already paid. This is due to the automatic nature of the system and the limited time overlaps.

If this is the case, we ask you to contact our customer service.

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


WILL I RECEIVE AN ORDER CONFIRMATION?

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

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

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


HOW WILL I KNOW THAT 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 when placing your first order.

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


CAN I COMBINE MULTIPLE ORDERS INTO ONE?

In order to ensure 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 respective order numbers. We will then find a solution together.

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


IS MY DELIVERY FREE SHIPPING?

We deliver free shipping within Germany for orders over €19. You can find further information about delivery at the following link: https://www.alphazoo.de/de/versand .


WHICH SHIPPING SERVICE PROVIDER WILL MY PACKAGE BE SENT WITH?

We send your package exclusively 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 compensation takes place via internationally recognized climate protection projects.


WHAT IF I AM NOT HOME WHEN MY PACKAGE SHOULD ARRIVE?

If your parcel carrier does not find you at home, he will leave you a notification stating where your parcel was left. Your package may be left for pickup at a neighbor's house or at a post office.

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

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

You will receive this immediately after your purchase.


CAN I SPECIFY AN ALTERNATIVE SHIPPING ADDRESS?

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

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


WHEN WILL MY PACKAGE BE DELIVERED?

As a rule, your package should be with you within Germany in one or two working days.

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 packed, you will receive a shipping confirmation and a link to track the 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 be able to help you quickly, we need the order number and a photo of the damage.


WAS MY PACKAGE LOST?

Sometimes delivery is delayed for reasons beyond our control. If your package takes an unexpectedly long time on the way, please check the shipment status using the shipment tracking link that 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 PACKAGE IS SHOWN DELIVERED BUT I HAVE NOT RECEIVED IT.

Please ask your neighbor and/or your parcel delivery person whether they can help you. Additionally, check the mailbox to see whether you have received a delivery certificate.

If you still cannot find your order, 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 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 are only allowed to take back 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 receiving the goods.


WHAT HAPPENS AFTER THE RETURN?

As soon as 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.

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 stating your order number.


HOW DO I RECLAIM A PRODUCT?

In order for us to continually improve, we rely on feedback and criticism. If you have any reason to complain or make an improvement, please contact our customer service.


RIGHT OF CANCELLATION & 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. To withdraw your consent, you can use the withdrawal template contained therein. However, this is not absolutely necessary. A clear explanation via 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 always have all items available. This is what we expect of ourselves. However, due to disrupted 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 CANNOT FIND MY DESIRED PRODUCT.

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


I HAVE A QUESTION ABOUT AN ITEM.

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 you can try out whether your four-legged friend will accept a product without having to buy a large quantity.

Any changes to your four-legged friend's diet (food changes) should be made slowly. Abrupt changes can trigger intolerance or undesirable reactions. Then it would be a great 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
  • Product Name
  • The reason for your complaint
  • A photo of the item if this can help process your request (batch & expiry date for assignment)

MY PET REFUSES FOOD

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 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
  • Product Name
  • The reason for your complaint
  • A photo of the item if this can help process your request (batch & expiry date for assignment)

Unfortunately, it is not possible to return opened/opened products. We therefore recommend first buying a small amount of the new product you want and giving it to your animal to try out before buying a larger amount.


MY OIL BOTTLE ARRIVES WITH DENTS/DENTS.

Of course, we don't like it when our products arrive damaged. Our packages are all lovingly and carefully packed by hand. Nevertheless, damage to the products may 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 be able to help you quickly, we need the order number and a photo of the damage.

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

There are a lot of myths and unupdated information circulating on the Internet. In some cases, a lot of it is true or was true at some point in history.

In earlier times, metal packaging was often made from tin and blackplate, i.e. blackplate on the inside with a thin layer of tin on top both inside and outside. The tin layer was torn due to cracks or dents, so that the contents of the container came into contact with the black plate.

This caused the sheet metal to oxidize and, through the formation of rust, harmful compounds came into contact with the contents of the container. In earlier times, every canned food or metal container consisted of this combination and was thus burned into people's knowledge. Nowadays, cheap products in particular are still made from this material.

Alternatively and completely unaffected by this are 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 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 the cheap black plate with tin coating, the interior painting is designed for food and use.

Internal coatings to which no bisphenol A has been added are necessary for filling goods from the food and cosmetic sectors. The designation for these coatings is BPA-NI (not intended). This means that the strict regulatory requirements for these product classes are met. At the same time, this material is completely elastic, so dents, cracks or breaks do not cause any contamination of the contents.

Therefore, it is 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 pollutants and lower disposal costs due to destroyed goods.


HOW DO I DISPOSE OF THE PUPS BAGS?

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

However, this only affects the bags. After your four-legged friend's "business", poop bags should always be disposed of in the residual waste (black bin), 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 to redeem 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 by entering 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 in the code correctly.


HOW CAN I SIGN UP FOR THE NEWSLETTER?

You have two options to sign up for our newsletter:

1. When you first visit our online shop, a button appears at the top of the homepage. If you click on this, you can register for our newsletter with your email address and your first name.
2. You can also register via our newsletter page. To do this, 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 opportunity.

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 yourself.


I SIGNED UP FOR THE NEWSLETTER BUT HAVE NOT RECEIVED ANY EMAIL SO FAR.

If you decide to sign up for 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 can then 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 TO SIGN UP FOR 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 registration for 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 pet supplies company that operates throughout Europe.

You can find our extensive range in our online shop. We do not operate any brick-and-mortar branches 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 effectively conclude a contract, it is necessary that you accept our General Terms and Conditions (GTC) before sending an order. You can view these under the following link https://www.alphazoo.de/de/agb.


WHAT PAYMENT METHODS DO WE OFFER?

We offer the following payment methods:

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

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


PRICES & SHIPPING COSTS

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

You can find all information about our shipping costs at 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.


PRIVACY & 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 about the data that we collect and process in connection with the use of our website can be found in our data protection declaration at the following link: https://www.alphazoo.de/de/datenschutz


WHAT ARE COOKIES AND WHAT DO I NEED THEM FOR?

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

Cookies also make it easier for you to navigate our website and help you find the products you want. They enable us to identify 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 purchasing 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 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 data protection page at the following link: https://www.alphazoo.de/de /data protection


I RECEIVE 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 shop again
  • Clear your browser cache and cookies
  • Use a different browser or device if possible
  • If these options do not resolve the error message, we ask you to send a screenshot of the error message to our customer service by email (hello@alphazoo.de). Please also describe to us 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.