FAQs | NewPet

FAQs

If you do not find the answer you are looking for in the list below, please contact us by chat, email [email protected] , mobile phone +351 925 452 461 or WhatsApp .

How to order?

The simplest and most practical way is through the website.

Just add the desired products to the shopping cart, complete the purchase, entering all the necessary data.

What to do if you have difficulty completing the purchase?

If you are not able to buy, fear nothing. We have a team ready to help.

You can chat with us, call our customer support number or even send us an email.

If it is more convenient, we will place the order over the phone.

What payment methods are available?

We have several payment methods at your disposal.

Choose what you prefer:

  • Bank transfer
  • ATM Reference
  • MBWay
  • Credit/Debit Card
  • PayPal, where a fee of 3.85% is added to the purchase price
  • Cash on Delivery, where €3 is added to the purchase price

All information about payment methods can be found here .

Is it only possible to place orders for Portugal?

In addition to shipments made within Portugal - Mainland and islands - we have shipments available to Spain.

If the destination of the order is not Portugal and there is no shipping option available, you can contact us so that we can try to find a shipping option for you.

How much do you pay for shipping costs?

You can enjoy free shipping on orders over €49, if the order is for mainland Portugal, except deliveries on Saturdays.

We also have free shipping to mainland Spain, on orders over €59.

If the order does not meet the aforementioned conditions, there is a shipping cost associated with the order, which has a minimum value of €4.50.

The cost of shipping is always calculated based on the weight of the order and the destination address.

Is it possible to receive orders on weekends?

Currently, we don't have Saturday deliveries available.

How long does an order take to be delivered?

As a rule, after you have paid for the order, its processing and shipping are carried out within 12 to 48 hours.
Everything goes according to plan, the order paid until the beginning of the afternoon is processed and sent on the same day, but if we do not have the product in stock ,   shipping may take longer. If necessary, the customer is contacted to learn about the situation.

Once shipped, the order is delivered by the carrier within the estimated time that we have available here .

How and when is the order delivered?

After the order is shipped, the customer is notified of the shipment and can follow the status of the order on the carrier's website.
The carrier can deliver the order at any time of the day, and the customer must be alert on the day of delivery, having the telephone number indicated on the order available, as he can be contacted by the courier.

If you have a special request, a preferred delivery time, you should always indicate it in the order comment, so that we can pass this information on to the carrier so that the delivery goes perfectly.

All information about the carriers we work with and delivery times is available here .

What to do if the order is wrong or damaged?

It is a rare situation to happen, but if you find that the order is exchanged or any product is damaged, this error should be reported as soon as possible.
The best place to report the problem will be in your customer area , creating a support request for us to resolve the situation.

If you prefer, you can use another means of contact:


If, when you receive the order, you find that the packaging is damaged, you must open the order in the presence of the courier in order to investigate any possible damage and, if there is a problem, you may not accept the order, writing what happened in the courier's guide.

 

How to cancel an order?

If you change your mind, you can cancel your order.

If the order is still pending without payment made, you just need to tell us to cancel the order.
An unpaid order will be automatically canceled after 15 days.

If the order has already been paid for but has not yet been shipped , just let us know your intention so that we do not start processing the order.
The value of the order can be placed in Credit in your account, so that the value is automatically deducted from the next order. We can also refund the amount paid or, when this is not possible, return the order amount by bank transfer.

If your order has already been shipped , we can ask for it to be collected and deduct the collection amount from the returned amount. Or you can send it to our address at your own expense.


For any of the situations, you should always contact us: