FAQs

The FAQ section allows you to quickly answer your frequently asked questions about our online store, for example: "To which countries do you offer shipments?" », « What are the means of return? », but also more technical questions about our products! FAQs are a great way to help you navigate our online store. As we receive questions, we will adapt this FAQ so that they answer as many questions as possible. Julian

To place an order follow these steps: 1. Create an account 2. Choose the useful section and add the item(s) you want to buy 3. Validate your cart by choosing the payment method 4. If you have a discount code, insert it in the appropriate field 5. If you have a Collection Point to communicate to us, notify it in the appropriate field 4. Pay the order online and securely 5. A confirmation email is always sent to you, check your spam if necessary

Most items are in stock and are dispatched the same day if the order is placed before 2pm on the day of the order. In the case of a food order, e.g. croquettes, these orders require a different treatment. Indeed, we use a carrier different from our other deliverers who picks up your order at the workshop. We therefore try to consolidate orders so that we only have one shift per week. It is therefore possible that the processing time is longer and will depend on the relief of our carrier. Concerning orders for carts, sleds, scooters, the delay can also be longer and it depends on the manufacturing delays of our manufacturers. For example, you must count at least 4 weeks for a scooter. Always send us an e-mail or call us before placing an order in order to know the manufacturing and delivery times. Be certain that we are doing everything we can to process your order as soon as possible, if we need additional time to process your order, we will notify you as soon as possible.

When you have finalized your order, paid for it and received your confirmation by e-mail, the order is then processed and sent for delivery. We work with a parcel shipping platform that gives us the opportunity to have better prices. However, delivery costs have increased in recent years and costs fluctuate constantly! We monitor our shipping platform in order to modify these prices downwards or upwards according to the prices offered to us. Let's get back to the expedition! You have the opportunity to choose different deliverers and delivery methods: pick-up point or at home. Once your order has been packed, we register it on our shipping platform (Bpost, Dpd, UPS), if you have chosen a specific collection point, we register it. If this is not the case, we always choose the collection point closest to your home. If we have any problem with a collection point, we will send you a message and put your order on hold, in order to have the necessary information to send your order. Once all the shipping information has been validated, you will automatically receive a tracking link for your order by e-mail from our delivery person and also via our site, in order to notify you of the status of the delivery. . You can follow the progress of the delivery of the order via a link sent to you. Any delivery problems must be notified to the delivery person, you have all the information in your possession to do the necessary and know the delivery status of your order. In case the order is lost by the carrier, please contact us!

Not satisfied with your order? No worries, you can return your order or the unsuitable item to us within 7 days and in its original packaging, with the item's label. If the item is not provided with its label (if it has one), we do not accept the return. We do not accept returns if the item has been worn outside or is dirty. (see return conditions) How? By your own means, we do not intervene in returns, they are your responsibility and must be returned to us either at our workshop or by collection point! (see return procedure) If the fault lies with us, we will take the necessary steps to send you a return form (only for orders sent by Bpost, Dpd, Ups). In all other cases, you must take the necessary steps yourself to return the item to us. Of course, we know it can be tricky and we're here to help if you have any issues returning the item to us. Contact us by e-mail, phone or message to help you

Yes, you need to create a new account! Unfortunately, customer accounts have not followed the update and you will have to create an account again. It's quick and easy, so take 1 min to do it.

No, they haven't disappeared, but they haven't been updated with the new version of the site. When you create a new account, you will automatically receive your start-up "canipoints" and if you wish to recover the old balance of points, send us a short message. We will upgrade your points to your new account.

The loyalty program was set up to thank loyal customers. Each person who registers on the site receives "canipoints", you can save these canipoints and as soon as you have 120 points, you unlock a 20% reduction on your order! Each order placed on the site gives you 40 canipoints! Everything is automatic and our site sends your discount code directly to your e-mail box!

It is possible that the delivery of kibble takes longer! Indeed, the stock available on the site is a theoretical stock. We have customers who also come to pick up their kibble in the store and we don't know how to keep track of the stock. It is therefore possible that the stock, at the time of your order, is not correct. We make every effort to deliver your order within 7 days of your order.

Si vous rencontrez un problème avec la livraison de votre commande, voici les étapes à suivre pour résoudre la situation : Vérifiez l'état de votre commande : Connectez-vous à votre compte sur notre site web. Accédez à la section "Mes commandes" pour vérifier le statut de votre livraison. Assurez-vous que l'adresse de livraison que vous avez fournie et toutes celles nécessaire soient correcte. Consultez le suivi de livraison : Utilisez le numéro de suivi fourni dans l'email de confirmation d'expédition. Rendez-vous sur le site du transporteur pour obtenir des informations détaillées sur l'acheminement de votre colis. Contactez nous : Si votre commande est en retard ou si vous avez des questions spécifiques, contactez nous. Fournissez votre numéro de commande et toutes les informations pertinentes concernant votre problème. Nous pouvons être contactés par téléphone, email ou via notre chat en ligne. Signalez un colis perdu, endommagé ou qui a du retard : Si votre colis est perdu, endommagé ou si des articles sont manquants, veuillez nous en informer immédiatement. Si votre colis est en retard, contactez nous également Prenez des photos des dommages si possible et envoyez-les à notre service client. Enquête et résolution : Notre équipe enquêtera sur le problème avec le transporteur. Nous vous tiendrons informé de l'évolution de la situation et nous nous efforcerons de résoudre le problème dans les plus brefs délais. Cependant tout ce processus prend du temps et il est important d'attendre les réponses des parties concernées (généralement 72h entre chaque demande) Remboursement ou remplacement : En cas de perte confirmée ou de dommages, nous vous proposerons soit un remboursement complet, soit l'envoi d'un nouvel article, selon votre préférence. Mais aucune décision ne sera prise tant que la résolution du problème de livraison ne sera pas conclut avec toutes les parties. Aucun remboursement, renvoi de commande ne sera mis en place tant que le colis sera effectivement déclaré perdu. Si vous désirez recommander le même article afin d'accelerer le processus, nous vous encourageons à le faire. La commande déclarée perdue, vous sera ensuite remboursée. Informations complémentaires : Délais de traitement : Les enquêtes sur les livraisons peuvent prendre du temps en fonction de la nature du problème et des procédures du transporteur. Politique de retour : Consultez notre politique de retour pour connaître les démarches à suivre en cas de retour de marchandises. Assistance en ligne : Utilisez notre assistance en ligne pour des réponses rapides à vos questions courantes. N'hésitez pas à nous contacter pour toute question ou préoccupation supplémentaire. Nous sommes là pour vous aider et assurer que votre expérience d'achat soit la plus agréable possible.