FAQ - Most frequently asked questions

Payment methods at RHR Pets

How does the ordering process work?

1) Log in if you have an account (Convenient for future orders!)

2) Choose the product(s) you wish to receive

- Have you chosen the correct products?

- Have you taken the delivery time into account? Normally 1-2 days within the BeNeLux (If different, we will mention this)

3) Choose "Checkout" in the shopping cart

- Are there any special instructions we should know or mention upon delivery?

4) Check your data

- Is the address still correct?

- Can we contact you?

- Would you like to be kept informed of any offers and promotions?

5) Shipping or pickup

Shipping: Orders over a value of €35,- are free of shipping costs. Within the BeNeLux & Germany, we charge an extra fee of €5.95 for amounts under €35,-.

Pickup: This can be done at our headquarters in Waalwijk. No extra costs are charged for pickup.

6) Choose your preferred payment method

- iDeal

- Paypal / Credit cards

- In installments

- and more!

7) Completing the order

Congratulations, we will get started for you right away! You will receive a confirmation here within a few minutes at the provided email address.

Return - Exchange

Returns

RHR Pets applies a 100% satisfaction guarantee. If you are not satisfied with your purchase, you can return your package to us within 14 days after receiving the initial shipment.

During this period, the consumer will:

1) Handle the product and packaging carefully

2) Only unpack and use/test the product to the extent necessary to assess whether the product is desired and to keep it.

3) If the right of withdrawal is exercised, the consumer will return the product with all delivered accessories and - if reasonably possible - in the original condition and packaging to the entrepreneur, in accordance with the reasonable and clear instructions provided by the entrepreneur.

What should I do if I want to return one or more products?

1) Let us know that you wish to return the order.

2) Fill in the return form and place it in each box you are sending to us.

3) Take the box(es) to a parcel shop of your choice and keep the proof of shipment.

Costs for returning are at your own expense.

Exchanges

This can be done within the 14-day reflection period. You can return the item (at your own cost) and include the return form in each box, stating the product you want to exchange for, or you can of course visit by appointment.

RHR Pets accepts your return when you:

1) Have notified RHR Pets within the withdrawal period.

2) Have handled the product and packaging carefully.

3) Have only unpacked and used the product to the extent necessary to assess whether the product is desired.

Unfortunately, we cannot accept your return if:

1) The withdrawal period has expired.

2) The product has been used by your pet. This means the product is not free from: hair, odors, and other conditions that the product was not originally received with.

3) The product is no longer in the original packaging / not received back complete by RHR Pets.

4) There are damages to the product caused by (careless) use.

Shipping costs / Shipping costs

Shipping costs are charged as follows:

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The Netherlands (NL), Belgium, Luxembourg and Germany

1) Under the order value of €75,- we charge €9.95 which will be added in the shopping cart at the last step

2) Above an order value of €75,- no additional costs will be charged.

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Denmark, France, Latvia, Austria

1) Under the order value of €75,- we charge €14.95 which will be added in the shopping cart at the last step

2) Above an order value of €75,- no additional costs will be charged.

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Ireland, Italy, Monaco, Poland, Portugal, Spain, Czech Republic, United Kingdom and Sweden

1) Under the order value of €100,- we charge €19.95 which will be added in the shopping cart at the last step

2) Above an order value of €100,- no additional costs will be charged.

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Bulgaria, Finland, Hungary, Croatia, Lithuania, Romania, Slovenia and Slovakia

1) Under the order value of €125,- we charge €24.95 which will be added in the shopping cart at the last step

2) Above an order value of €125,- no additional costs will be charged.

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Switzerland & Norway

We will always charge €40,- for the shipment and customs clearance.

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- Balearic Islands (Mallorca, Menorca, Ibiza & Formentera)

We will always charge €49.95 for the shipment and customs clearance.

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- Canary Isles (Tenerife, Fuerteventura, Gran Canaria, Lanzarote, La Palma, La Gomera & El Hierro)

We will always charge €49.95 for the shipment and customs clearance.

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We are not able to ship to the following countries / regions:

- French & Italian Isles (Sardinia, Corsica etc.)

- Malta

- San Marino

- Andorra

- USA - United States of America → please visit our US Website

- Australia → please visit our AU website

- Africa South Africa, South-West Africa, Botswana, Zimbabwe, Lesotho, Swaziland & Mauritius → please visit our African Website

Unfortunately we are not able to ship to countries or regions that are not mentioned here.

Track & Trace

You will always receive the first shipping number we create with DPD by email. Some products from our range do not fit in one box (or weigh more than 31.5 kg) and will then be sent to you in multiple packages. If you want to know how many packages we are sending to you, you can find out yourself using the explanation below.

Step 1) Open the email you received or the link from 'Your track & trace code'.
Step 2) If you have followed the above step correctly, you will arrive at a follow-up page.
Step 3) Then click on 'Show Shipping Number', you will be redirected to another page from DPD.

When there is 1 package on its way to you, there is only 1 row of information. So sometimes you may already have 1 package in your possession while other packages are still on their way to you. Normally, these arrive 1 day later because not everything was on the same route.

If it is still unclear after this or you have doubts about whether everything is going well, always contact us by email at hello@rhrpets.com mentioning your order or purchase number, and we will be happy to assist you further.

Which carrier delivers my order to my home?

We work exclusively with DPD due to the fast processing times and excellent service. Because we have been working with them for years, we can deliver most shipments to you within 1 to 2 days. DPD can also offer more 'delivery attempts' if you are unavailable or cannot be home at the time of delivery.

If your order is to be shipped to another country, it may be handled by a DPD partner. Think of SEUR, Chronopost, or Postnord.

How do I know that my order has been shipped?

Normally (with a delivery time of 1-2 working days and an immediately completed order, also read: directly paid and completed) you will receive an "order confirmation" from us in your email. Here you will find your order number which you can refer to if you have any questions.

Also check your Spam folder, as it can sometimes end up there.

Didn't receive this confirmation? It may be that the payment has not yet been processed. A payment can take up to 3 working days to be received depending on the payment method you have chosen. You will also receive confirmation when it has been reported to us as "paid".

Can I choose a day on which my order will be delivered?

What is the delivery time of RHR Pets when a product is available?

Within the BeNeLux and Germany, the average delivery time of RHR Pets is approximately 1-3 working days.

Outside the BeNeLux & Germany, this is about 2-5 working days.

We have a very large stock in our own warehouse including 9,000 Cat trees and about 15,000 parts. But these can also run out.

Normally, when a cat tree is not in stock, it is listed with a delivery time and an expected delivery date.

If there is no expected delivery date, this product is probably already in production for us and we hope to have it back in stock within 1 to 2 months.

I have a complaint, what now?

No matter how hard we try to guarantee complete satisfaction, it can always happen that something is not to your liking / has not gone correctly. In that case, we always ask you to contact us.

To be helped as quickly and correctly as possible, you can of course make preparations before contacting us.

Option 1) My order is incomplete / incorrect:

In this case, we always ask you to contact us by sending an E-mail to RHR Pets.

To help you as quickly as possible, you can mention your order number / order number in the subject. And attach at least 1 to a maximum of 3 photos of the incorrectly delivered / wrong item.

Option 2) I am not satisfied / have a complaint.

That is of course very annoying, and it can always happen. In this case, you can reach us by phone or send an E-mail to RHR Pets mentioning your order number. We will then do our utmost to help you and resolve the problem.

Warranty

At RHR Pets you have a 365-day warranty on manufacturing defects.

A picture is worth a thousand words

If something is not satisfactory, please contact us via an E-mail to hello@rhrpets.com. This is because you can then send (one to a maximum of three) photos so that we can assess this and see exactly what your complaint is about. Always mention your order number in this message so that we have all the data immediately visible.

For more information click here

FAQ - Most frequently asked questions

Pay

Payment methods at RHR Pets

Ordering & Returns

How does the ordering process work?

Return - Exchange

Shipping / Pickup

Shipping costs / Shipping costs

Track & Trace

Which carrier delivers my order to my home?

How do I know that my order has been shipped?

Can I choose a day on which my order will be delivered?

Delivery times

What is the delivery time of RHR Pets when a product is available?

Complaints

I have a complaint, what now?

Warranty