FAQ - Frequently asked questions

Payment

Payment Methods

Order & Return

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? If you want to know the delivery time for your country, check here.
3) Choose 'Checkout' in the shopping cart- Are there any special instructions we need to know or mention on delivery?
4) Check your details- Is the address still correct? - Can we reach you? - Do you wish to be informed of any offers and promotions?
5) Shipping or collection
Shipping:
- Orders above an order value of £35 are free of shipping costs.
Collection: This is possible at our head office in Waalwijk. We never charge extra for pick-up.
6) Choose your desired payment method- iDeal- Paypal / Credit cards- In parts- and more!
7) Finalise the order

Congratulations, we will start working for you immediately! You will receive a confirmation of this within minutes at the e-mail address you provided.

Return - Exchange

Returns
RHR Pets operates a 100% satisfaction guarantee. Therefore, if you are not satisfied with your purchase, you can return your package/order 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 retain it.
3) If the right of withdrawal will be exercised, the consumer will return the product with all delivered accessories and - if reasonably possible - in the original condition and packaging to RHR Pets, in accordance with the reasonable and clear instructions provided by us.

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 each box you are going to send to us.
3) Take the box(es) to a parcel shop of your choice and keep the proof.

Return costs are at your own expense.

Exchanges
You can do this within the 14-day period ofter you've received the parcel(s). You can then return it (at your own expense) and enclose the return form in each box stating the product you wish to exchange or, of course, you can visit us by appointment.

RHR Pets will accept your return if you:
1) Notified RHR Pets within the withdrawal period (within 14-days after you've received this).
2) Carefully handled the product and packaging.
3) Only unpacked and used the product to the extent necessary to assess whether the product is wanted.

Unfortunately, we cannot accept your return if:
1) The withdrawal period has expired (14-days).
2) The product has been used by your pet. By this we mean that the product is not free of: hair, odours and other conditions with which the product was not originally received.
3) The product is no longer in its original packaging / has not been received back complete at RHR Pets.
4) There are damages to the product caused by (careless) use.

Shipping / Pick-up at HQ

Shipping costs

Shipping costs are charged as follows:

- Shipments below £85,- will get a surcharge of £14,95 for shipping costs.

- Shipments above £85,- are free of shipping charges.

For shipping to islands like Jersey, we will always charge £49.95 for shipment and customs clearance.

We cannot ship to the following countries / regions:

- Balaeric islands (Mallorca, Menorca, Ibiza & Formentera)
- French & Italian islands (Sardenia, Corsica etc. )
- Canary Islands (Tenerife, Fuerteventura, Gran Canaria, Lanzarote, La Palma, La Gomera & El Hierro)
- Malta
- San Marino
- Andorra
- USA
- United States of America → visit our US Website
- Australia → visit our AU Website
- Africa: South Africa, South-West Africa, Botswana, Zimbabwe, Lesotho, Swaziland & Mauritius → visit our African Website

Unfortunately, you cannot order to countries or regions not listed here unless you are not prepared to arrange shipment yourself. If you have a specific question about this, reach out to us.

Track & Trace

You will always receive the first shipment number in the e-mail that we create at DPD. Some products from our range do not fit in one box (or are heavier than 31.5 kg) and will be sent to you in several parcels. If you want to know how many parcels we send you, you can find out for yourself using the explanation below.

Step 1) Open the e-mail you received or the link from 'Your track & trace code'.
Step 2) If you followed the above step correctly, you will be taken to a follow-up page.
Step 3) Then press 'Show Shipping Number', you will be redirected to the next DPD page.

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

Should it still not be clear or do you have doubts about whether everything is going well? Please contact us via e-mail hello@rhrpets.com with your order number and we will be happy to help you.

Which carrier will deliver my order?

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 2 to 4 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 3-6 working days and an immediately completed order, 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?

Lead times

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

UK has, since Brexit, a estimated delivery time of 3-6 days. Depending on how busy the customs are.
Within the BeNeLux and Germany, the average delivery time of RHR Pets is approx. 1-3 working days.
Outside the BeNeLux & Germany it is approx. 2-5 working days.

We have a lot of stock in our own warehouse, including 9,000 scratching posts and approx. 15,000 spare parts. But even these can run out.

Normally, when a cat tree is not in stock, it is listed 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 or 2 months.

Complaints / Compliments

I have a complaint, now what?

As much as we do our best to ensure complete satisfaction, it can always happen that something is not to your satisfaction / has been done 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 contacting 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. In order to help you as quickly as possible, please mention your order number / order number in the subject line. And enclose at least 1 to a maximum of 3 photos of the incorrectly delivered / incorrect item.
Option 2) I am not satisfied / have a complaint:
This is of course extremely 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 then do our utmost to help you and solve the problem.

Warranty

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

'A picture says more than 1,000 words'

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

Where can I leave my compliments?

Bestelling onderdelen krabpaal

Snelle levering en blij met de nieuwe onderdelen.

Arbre a chat Main coin tower

Arbre a chat très solide. Prend peu de place. Excellente qualité.

The Rolls Royce of cat trees

We weren’t sure what to expect when we ordered this but are over the moon with it. It’s solid and fantastic quality, easy to assemble and our two boys love it. Would highly recommend.

Hele fijne stevige krabpaal

De katten in het nieuwe huis verwend met een nieuwe krabpaal. Ik wilde een mooie grote welke ook stevig is. Krabpaal komt in drie pakketen, goed verpakt en duidelijk in elkaar te zetten. De katten zijn er heel erg blij mee en maken er goed gebruik van!

Waar voor uw geld!

Wij hebben deze krabpaal al sinds jan 2021!! En pas nu moeten we het touw vervangen. Echt een geweldige krabpaal die lang mee gaat! Het geld zeker waard!