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FAQ
Online shopping
What and how can I buy on your site?
On our website you can find products for the care and hygiene of your dog. To place an order, purchase them directly from the shop by selecting the desired products and adding them to the cart. Then proceed to checkout, where you can enter your shipping and payment details.
Where can I buy your products?
Currently you can purchase our products only on our shop receiving them directly to your home, and through selected retailers.
What payment methods do you accept?
Our dream is to make Poly4Paws accessible to everyone, so we accept different payment methods including credit card, debit card, European bank transfer (SEPA), PayPal and cash on delivery (with an additional fee of €3.90); if you wish to pay by bank transfer, contact us at sales@poly4paws.com . We are working to include more payment methods.
How much does shipping cost?
We will give you free shipping on all orders over €39. For all orders under €15, shipping costs €7.90. For orders between €15.01 and €38.99, shipping costs €5.90 for all areas of Italy.
What should I do if there is an error in my order?
It is rare for this to happen but in the event that the contents of your order do not match what you purchased you must file a complaint within 48 hours of receiving the package. Send an email to sales@poly4paws.com describing the problem and attaching a photo of the goods received. While waiting for the correct order to be received, enjoy the gift and discover new Poly4Paws products!
How does your return policy work?
You have the right to change your mind up to 14 days after receiving your order at home (provided that the packaging of any food products has not been opened or that you have not used the cosmetic products). Simply send an email to sales@poly4paws.com stating that you wish to return the goods and you will be sent instructions and the correct address to which to send the package back. Within 14 days of this moment, you will be refunded all payments you have made to us, including any standard delivery costs, using the same means of payment used for your initial transaction. The shipping costs for sending the return are at your expense. For more information, please read our Terms and Conditions .
Can I make an exchange?
Yes, if you want to exchange products you have purchased, all the rules of the right of return apply (read our Terms and Conditions here . Any difference in price between the products you are returning and those you want to replace them with will be at your expense, as well as the shipping costs.
How can I check the status of my order?
Log in to your account on our website and visit the "My Orders" section for all updates regarding your order.
Can I change or cancel my order?
If you need to change or cancel your order after confirming it, please contact us immediately via our customer service. We will try to accommodate your request, but please note that orders already in the advanced stages of processing may not be changeable.
How can I use a promo code?
If you have a promotional code, you can enter it in the designated box on the checkout page. Make sure you enter the code exactly as provided and confirm that the discount has been applied to your order before completing your purchase.
Delivery
What will I receive upon delivery?
We see you wagging your tail from behind the window: the order you were waiting for has arrived! With the first delivery you will receive a package containing the purchased product and a welcome letter with a discount code.
How does delivery take place?
We are as punctual as mealtime: from Monday to Friday, every day at 8:30, we ship all orders received up to that time. Within 3-4 working days you will receive your package at the address indicated during the purchase. Check that the address indicated is complete and that someone is available to receive the delivery. In case of non-delivery, the courier will reschedule the delivery for the following day.
Where is your home delivery service active?
We arrive in every home in Italy! Our home delivery service, through our partner DECIDERE PARTNER*****, will deliver your order directly to your home within a few days of purchase. We do not currently deliver abroad.
How do I track my package?
Once your purchase is complete, we will send you a confirmation email with a summary of your order and confirmation of payment. You will then receive an automatic order tracking email to follow the status of your order. Once delivery is complete, you will receive another confirmation email.
How long will it take to receive my order?
It usually takes 1-2 business days to process an order and prepare it for shipping, but there may be some occasions such as big sales or holiday periods (e.g. Black Friday or Christmas) where orders may take 3-5 business days to be fulfilled due to high incoming volume. Once your amusi box is in the hands of the courier, it will be with you on average within another 1-2 business days but this depends entirely on our partner INSERT PARTNER***.
I am subscribed to the subscription system: when will I receive my package?
You can check the date of the next delivery of your Poly4Paws package by accessing the Recurring Subscriptions section of your Personal Area.
Can I change the delivery date of my package?
You can change the delivery date of your package only if you are registered with the Poly4Paws subscription system and choosing a date that is more convenient for you in advance of its fulfillment. Otherwise, once your order has been fulfilled you will no longer be able to change the delivery date (this applies to both subscription orders and normal orders).
How can I recycle the contents of the box you send me?
Today, by purchasing our products you can contribute to safeguarding the planet with small and simple gestures: reuse the measuring cup for correct dosages and dispose of the bag and the box in the paper. Our ears are open to listen: if you have any suggestions to help us become increasingly sustainable, send an email to info@poly4paws.com
Cosmetic line
How were your dog cosmetics formulated?
Our cosmetics have been formulated with the help of veterinarians and cosmetic chemistry experts. All products in the line are free of parabens, nickel and colorants, in full respect of the dog's skin.
What shampoo can I use for my puppy of a few months?
The best choice for your puppy's first bath is our gentle puppy shampoo with a specific pH, ideal for dogs aged 2 months and up.
Are your cosmetics cruelty free?
Absolutely yes, we do not carry out any tests on animals in full compliance with European Regulation 1223/2009.
Are your cosmetics vegan?
Our cosmetics are all vegan with the exception of the paw balm cream and the nose balm cream which contain organic beeswax.
Are your cosmetics paraben free?
Yes, our cosmetics are completely free of parabens, nickel and colorants. In addition, they are not tested on animals and the fragrances are IFRA certified, so completely safe for you and your pet.
Subscription
How does the subscription system work?
Register on the site and at the time of purchase select the option "receive this item by subscription" to automatically receive your Poly4Paws package as often as you wish. Use your personal area to choose, modify or cancel the delivery date. Consult the dedicated page for more information.
Why is the subscription system convenient?
Forget about queues at the supermarket and last minute purchases! By subscribing to our subscription you will save time and no longer have to worry about running out of products. In just a few minutes, choose the frequency with which you want to receive your dog's kibble punctually and automatically from your Personal Area. Plus, you will save 5% on every order.
Can I change how often I receive my orders?
Of course, you are free to change the frequency with which you receive your order whenever you wish by changing the frequency from the Recurring Subscriptions section of your Personal Area.
Can I schedule delivery for a different day than the one set by the subscription system?
Yes, if the day we have chosen for you is not suitable, you can manually schedule the delivery of your package by accessing the Recurring Subscriptions section of your Personal Area.
How do I unsubscribe from my subscription?
We hope this never happens, but if you ever want to unsubscribe from the subscription service, you can do so by accessing your Personal Area and clicking on the Recurring Subscriptions section. Click on the subscription you want to cancel and scroll down the page, at the bottom right you will find the words Delete subscription.
Sustainability
How can I recycle your packaging?
All our bottles and jars of hygiene and beauty products, however, go into the plastic collection.
How is your product packaging more eco-friendly than most of the packaging on the market?
Poly4Paws is one of the few Italian companies to have immediately opted for recycled paper and plastic packaging compared to most other brands that provide packaging in common plastic materials.
Why did you choose 100% Made in Italy production?
We believe in the quality and values of an Italian production that helps to support our territory and the people who work there. Also for this reason, we carefully choose only partners who share our same philosophy and our quality standards.
Why do you choose mainly natural ingredients?
We believe in the power of nature and the effectiveness of the raw materials that our Earth gives us, respecting the environment and ensuring greater well-being for your dog. All our dog cosmetics are nickel-free, colorants and parabens-free and, where possible, formulated with raw materials of organic origin.
What are the advantages of a short supply chain?
The sourcing of local raw materials guarantees greater safety for the consumer but also a lower environmental impact. This is because the journeys are shorter and long-distance transport is limited, consequently the freshness of the product is much greater.
How does Poly4Paws’ “Zero Waste” philosophy work?
We organize our production in such a way that our offer never exceeds the demand, for this reason it can happen that every now and then some products go out of stock! In this way we guarantee a finished product that is always fresh and intact.
Didn't find what you were looking for?
For further information, please see our General Conditions of Sale.
Contact us
For any questions or clarifications, do not hesitate to contact our customer service:
- Email : sales@poly4paws.com
- Phone: +39 339 562 9156
**Poly4Paws: nature at the service of well-being