FAQ – Frequently Asked Questions

Orders & Delivery

What are the delivery times?

Our orders are shipped within 1 to 2 business days. Delivery then takes 5 to 10 business days depending on your location in mainland France.

Is delivery free?

Yes, we offer free delivery on all orders. No minimum purchase is required.

How can I track my order?

As soon as your order is shipped, you will receive an email with your tracking number. You can track your package directly from the link provided in this email.

Can I modify or cancel my order?

If your order has not yet been shipped, please contact us quickly by email and we will do our best to modify or cancel it. Once shipped, we can no longer intervene.

Products

Are PetouPet products safe for my pet?

Yes, absolutely. All our products are made with non-toxic materials, BPA-free, with no sharp edges. They are safe for dogs and cats, including puppies and kittens.

Does the interactive ball work on all types of floors?

The interactive ball is optimized for smooth surfaces: hardwood, tile, linoleum. On thick carpet, movement may be slowed. It works perfectly in most interiors.

How do I recharge the interactive ball?

The ball recharges via the included USB-C cable. A full charge takes approximately 1 hour and provides several hours of autonomous play.

Is the self-cleaning brush suitable for long and short hair?

Yes, the PetouPet slicker brush is versatile and suitable for both long and short hair, for dogs and cats.

What size plush toy should I choose for my dog?

We offer 3 sizes: S (small dogs up to 5 kg), M (dogs from 5 to 15 kg), L (large dogs over 15 kg). If in doubt, choose the next size up.

What capacity water bottle should I choose for my dog?

For a short walk (less than 1 hour): 300 ml. For an outing of 1 to 2 hours: 350 ml. For a hike or a long outing: 550 ml. Allow approximately 50 ml per kilogram of weight per hour of effort.

Returns & Refunds

Can I return a product?

Yes, you have 30 days after receipt to return a product if you are not satisfied. The product must be in its original, unused condition. Contact us by email to initiate the return.

What if my product is defective?

If you receive a defective or damaged product, contact us immediately with a photo of the problem. We will send you a replacement or a full refund, at no cost to you.

How long does it take to get a refund?

Once the return is received and validated, the refund will be processed within 5 to 10 business days to your original payment method.

Customer Service

How do I contact PetouPet customer service?

You can contact us by email. Our team will respond within 24 to 48 hours (business days). We do our best to resolve your issue quickly.

Does PetouPet deliver outside of France?

Currently, we mainly deliver in mainland France. For any international delivery request, please contact us and we will review your request.