Our most frequently asked questions
Welcome to our FAQ page. Here you will find answers to frequently asked questions to improve your experience. FAQ stands for Frequently Asked Questions – a handy place where we share essential information. Whether you are new or a loyal customer, transparency is our priority. We want to provide you with the information you need quickly and efficiently, so you can make informed decisions. If you have specific questions, do not hesitate to contact one of our experts.
Panzi-Pet: Somethin’ good for every pet
Questions about ordering
How do I order from you?
This can be done very easily via our webshop or pick up at our store.
Is there a minimum order amount?
No, there is no minimum order amount.
Can I still change my order?
Of course! Please send us an email with the adjustment. If your package has not yet been processed/sent, we can adjust this free of charge.
I am having trouble placing my order, what should I do?
If you have any problems, our team will be happy to help you! It is best to contact us by telephone (0032478457453), email ( fitactive@panzipetbenelux.be ) or our social media channels.
How can I report technical problems with the website?
This may be done by telephone, email or our social media channels. Thank you in advance for reporting!
Can I have an order wrapped as a gift?
Of course! Please mention this in the comment when completing your order.
How can I pay?
How can I apply a discount code?
When paying for your order you will be asked at the top: “Do you have a voucher? Click here to enter your code” As soon as a valid code is entered, the discount is automatically calculated.
How can I pay?
You can pay with Ideal, Banccontact, Master/visa, Paypal, Payconiq or a direct transfer.
How do I know if my payment/order was successful?
As soon as we have received your confirmation, you will receive a confirmation email from us.
Questions regarding delivery
Which countries do you deliver to?
We deliver in Belgium, the Netherlands, Luxembourg and France.
How quickly will my order be delivered? What is the delivery time?
Orders for Belgium and the Netherlands are usually delivered the next working day if ordered before 4 pm. Exceptionally, this is an extra day when Post NL is particularly busy, such as during the holidays or Black Friday. For Luxembourg and France, a delivery time of 2 to 7 working days applies, depending on the province.
Can I also collect my order?
Of course! We would like to welcome you to our store.
Can I change my delivery address after my order has been placed?
As long as your order has not yet been shipped, this can still be changed. Please let us know as soon as possible. This can be done by telephone, email or via our social media channels.
It says my order has been delivered, but I haven't received anything. What now?
That’s annoying! Our team is always on standby to handle such situations quickly. Please feel free to contact us so that we can start an investigation at Post NL.
What happens if my order cannot be delivered?
If you are not at home at the time of delivery, your package will be delivered to the nearest Post NL point the next day. You will always receive an email with the location and opening hours of the parcel point.
Questions about returns
Can I return my order?
If the packaging is not opened and undamaged, you can always return this package.
How can I return my order?
It is best to contact us by email stating the order number and the reason for return. Our team will provide you with a return label to stick on the package. You can bring the package into any Post NL package in your area, after which it will be returned to us.
How quickly will my return be processed?
As soon as we have received your return package, it will be checked immediately and refunded if necessary. We usually receive the packages within 2 working days.
How can I request a return label?
It is best to do this by email stating the order number and the reason why you would like to return it.
My order arrived damaged, what now?
This is of course not the intention! Please contact us via email or social media and include some photos and the order number. This way we can help you immediately and start an investigation at Post NL.
Questions regarding your account
Where can I view all my orders?
Go to “My account” => “Orders”.
How can I reset my password?
Go to “My account” => “Account details” => “Password change”.
How do I change my account information?
Click on the icon at the top right and click on “account details”.
How do I create an account?
Great that you want to create an account! This can be done when completing your order or by clicking on the icon at the top right. You will be asked to log in or register, choose register.
How do I subscribe/unsubscribe from the newsletter?
This is best done by pressing “unsubscribe” at the bottom of the newsletter.
Questions about our range
When will my product be back in stock?
We try to always have all products in stock. If a product is temporarily sold out, it will usually be replenished within 2-3 weeks.
Do you sell gift vouchers?
Of course! You can choose the amount for which you want a gift voucher.
Do you have a showroom or a physical store?
We would like to welcome you and your pet to our showroom! View our opening hours and address here.
How can I check the availability of a product?
This can be done by adding the product to your shopping cart in the webshop.
Sustainability
What are you doing to promote sustainability?
We also do our part for the climate! For example, our warehouse, built in 2020, is equipped with very energy-efficient materials, we no longer use fossil fuels for heating and our fleet of vehicles meets the Euro 6d standard.
Are your products produced ethically?
All our products are ethically produced and meet ISO standards.
Are your products environmentally friendly or made from sustainable materials?
As a brand, we do our utmost to produce our products in an environmentally friendly way. We do this by keeping production in our own factory to save on transport and emissions. In addition, the factory was recently completely renovated and made energy efficient and the roof was fitted with solar panels.
Are your products packaged in an environmentally friendly way?
We try to keep our ecological footprint as small as possible. For example, we are reducing the use of aluminum in our packaging and we are currently testing with completely paper bags. The boxes with which your order is sent are made from 100% recycled material.
Contact
Still have questions? Or do you have a suggestion for our ‘FAQ’ page? No problem! At Panzi-Pet we are always ready to help you as best as possible. Do not hesitate to contact us via the form below, feel free to ask your questions via our social media channels, or come by to discuss your questions?