FAQ - Frequently asked questions

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.

Shipping costs are charged as follows:

- Shipments below £125,- will get a surcharge of £24,95 for shipping costs.

- Shipments above £125,- 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.

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.

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. 

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. 

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.

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.