FAQ - Frequently asked questions

Payment methods at RHR Pets

How does the ordering process work?

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

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

- Have you chosen the right products?

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

3) Choose 'Checkout' in the shopping cart

- Are there any special instructions that we need to know or
mention upon delivery?

4) Check your details

- Is the address still correct?

- Can we reach you?

- Would you like to be kept informed of possibly. Offers and
promotions?

5) Shipping or collection

Shipping: Orders above an order value of €35 are free
of shipping costs. Within the BeNeLux & Germany, we charge an additional
rate of €5.95 for amounts below €35.

Pick up: This can be done at our head office in
Waalwijk. No extra costs will ever be charged for pickup.

6) Choose your preferred payment method

-Ideal

- Paypal / Creditcards

- In parts

- and more!

7) Completing the order

Congratulations, we will get to work for you right away! You
will receive a confirmation of this within a few minutes at the provided E-mail
address.

Return - Exchange

Return

RHR Pets has a 100% satisfaction guarantee. So if you are
not satisfied with your purchase, you can return your package to us up to 14
days after receipt of the initial shipment.

During this period, the consumer will:

1) Handle the product and packaging with care

2) Unpack and use/test the product only to the extent
necessary to assess whether the product is desirable and to be retained.

3) If the right of withdrawal will be used, the consumer
will return the product with all accessories supplied 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 wish to return a product / multiple
products?

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

2) Fill in the return form and put it in every
box you are going to send to us.

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

Costs for returning are at your own expense.

Exchange

This can be done within the 14-day cooling-off period. You
can then return it (at your own expense) and enclose the return form in each box with the mention of the product for which you
want to exchange or you can of course come by by appointment.

RHR Pets will accept your return when you:

1) Have reported it to RHR Pets within the withdrawal
period.

2) Have handled the product and its packaging with care.

3) The product has only been unpacked and used to the extent
necessary to assess whether the product is desirable.

Unfortunately, we cannot accept your return if:

1) The withdrawal period has expired.

2) The product has been used by your pet. We understand this
to mean that the product is not free of: hair, odors and other conditions with
which the product was not originally received.

3) The product is no longer in its original packaging / has
not been returned to RHR Pets complete.

4) Damage has been caused to the product by (careless) use.

Shipping costs

Shipping costs are charged as follows:

___________________

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.

___________________

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.

___________________

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.

___________________

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.

___________________

Switzerland & Norway

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

________________________________

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

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

________________________________

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

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

________________________________

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 shipment number that we create at DPD in the email. Some
products from our range do not fit in a box (or are heavier than 31.5 kg) and will then come your way in several packages. If you want to know how many packages we send to you, you can find out for yourself via 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 be taken to a follow-up page.

Step 3) Then press 'Show Shipping Number', you will then be redirected to the next page of DPD.

When 1 package is on its way to you, there is only 1 row of information. So it is sometimes possible that you already have 1 package in your possession and other packages are on their way to you. Normally, this comes 1 day later because not everything has been on the same route.

If it is still not clear after this or do you have doubts about whether it is going well? Please always send us an e-mail hello@rhrpets.com stating your order or order number, and we will be happy to help you.

Which carrier will deliver my order to my home?

We work exclusively with DPD because of their fast turnaround times and excellent service. Because we have been working with them for years, we can deliver most shipments to you in 1 or 2 days. DPD can also offer more ‘delivery attempts’ if you are not at home at the time of delivery.

If your order will be sent to another country, it is possible that a DPD partner will take care of this. Think of SEUR, Chronopost or Postnord.

How do I know my order has been shipped?

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

Please also check your Spam, it can sometimes end up here.

Have you not received this confirmation? Then the payment may not have gone through yet. A payment can take up to 3 working days to be received depending on the payment option you have chosen. You will also receive confirmation of this when it is reported ‘paid’ to us.

Can I choose a delivery day for my order?

What is the delivery time from 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 approx. 2-5
working days.

We have a lot of stock in our own warehouse with 9,000
scratching posts and about 15,000 parts. But these can also run out.

Normally when a scratching post is not in stock, it is
stated on delivery time with 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, now what?

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

In order to be helped as quickly and correctly as possible, you can of course make preparations before you contact us.

Option 1) My order is incomplete / incorrect:

In this case, we would always like to ask you to contact us in the form of 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 send at least 1 to a maximum of 3 photos of the incorrectly delivered / incorrect 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 stating your order number. We will do our utmost to help you and solve the problem.

Warranty

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

A picture says more than 1000 words

If there is something to your liking, please contact us by 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 details immediately visible.

For more information click her

FAQ - Frequently asked questions

Pay

Payment methods at RHR Pets

Ordering & Returns

How does the ordering process work?

Return - Exchange

Shipping / Collection

Shipping costs

Track & Trace

Which carrier will deliver my order to my home?

How do I know my order has been shipped?

Can I choose a delivery day for my order?

Delivery times

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

Complaints

I have a complaint, now what?

Warranty