Shipping, Delivery Service & Returns
1. SEND
We ship your order as standard via Post NL or DPD. Please note that orders placed after 4:00 PM on Friday cannot be delivered before Tuesday. For different shipping wishes, please contact our customer service by email or by telephone on 036 540 1933.
1.1 Countries we ship to
We ship standard to the Netherlands, Belgium, Germany, France and Luxembourg. Shipping costs are configured in the system so that you can immediately see what shipping costs you have to pay at checkout.
NB: Please note that packaging materials must be included. 2 bags of dry food of 10 kg each (so a total net of 20 kg of goods) therefore fall under shipment “up to 23 kg”.
Shipping to other countries within the European Union (or shipments that exceed the maximum weight) is possible in consultation, we will be happy to provide you with a personal quote.
Shipping outside the EU (including the United Kingdom) is unfortunately not possible at the moment!
1.2 Shipping Package
For shipping to remote areas (such as the islands in the Netherlands), a surcharge may be charged (based on subsequent calculation).
1.3 Shipping costs Envelope or Parcelletter (letterbox parcel)
If a (small volume) order can be processed as letterbox mail, Animalis is free to choose this method of shipping (this option is not offered in the online store and is always at the discretion of Animalis). Any excess shipping costs will be refunded to you.
Unfortunately, envelope shipping abroad is no longer possible since January 1, 2020 due to a change in international regulations. From the date mentioned, goods can only be sent as a (traceable) package.
1.4 Send exceptions
Extremely heavy items such as cat litter can only be delivered/collected in Almere or Heerhugowaard/Alkmaar and will not be shipped (this is indicated on the items). Frozen food is also excluded from shipping!
2. DELIVERY SERVICE
The fixed delivery days are Wednesday, Friday and Saturday (deviations can be made in consultation), orders are delivered between 5:00 PM and 9:00 PM.
2.1 Delivery at first outside door
Delivery takes place over the “first threshold”. This means that in an apartment complex, for example, the customer must receive the delivery at the first door (porch).
2.2 Delivery in Almere or Heerhugowaard/Alkmaar
In Heerhugowaard/Alkmaar and the immediate surroundings it is also possible, in consultation, to have your order delivered to your home, but in that case it may take a little longer before you receive the ordered items.
If you want your order delivered in Almere or Heerhugowaard/Alkmaar, you can simply place your order via the webshop, which will (if in stock) be delivered to your home during the next delivery round. You will always receive confirmation when you can expect us.
2.3 Delivery in delivery area/region
Our delivery area/region includes at least the following places: Baarn, Bergen, Biddinghuizen, Blaricum, Bussum, Dronten, Eemnes, Heiloo, Hilversum, Huizen, Koedijk, Langedijk, Laren, Lelystad, Muiderberg, Naarden, Schermer, Sint Pancras , Swifterbant, Zeewolde
If your place of residence is not listed, but you live somewhere along the route between Almere and Alkmaar or in the immediate vicinity of Almere or Heerhugowaard/Alkmaar, please contact us to discuss the possibilities!
3. RETURNS ("right of withdrawal")
If you are not satisfied with your purchase, you can return an item to Animalis within 14 calendar days.
3.1 Exceptions to return policy:
- exchanged or completed (gift) vouchers;
- items that are used, damaged or incomplete;
- items that are sterilely packaged (such as mucus suckers, feeding syringes, tubes, etc.) and of which the packaging has been opened;
- freezer.
3.2 Return costs
The entrepreneur will reimburse all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without delay but within 14 days following the day on which the consumer notifies him of the withdrawal. Unless the entrepreneur offers to collect the product himself, he may wait with reimbursement until he has received the product or until the consumer demonstrates that he has returned the product, whichever is the earlier. The entrepreneur uses the same payment method that the consumer used for reimbursement, unless the consumer agrees to a different method. The refund is free of charge for the consumer.
In other words, within two weeks of receiving the return shipment (with sufficient postage at the customer's expense!), we will refund the amount of the order, including the original shipping costs (if the entire order is returned). If only part of an order is returned, shipping costs are not eligible for reimbursement.
If it has been more than two weeks since you returned something and the refund has still not been credited to your bank account, it is best to contact our customer service.