Frequently Asked Questions

Shipping

How much does shipping cost?
Tracked shipping throughout Italy costs 7 euros. It's free for orders over 49 euros. EU 14.99 euros, rest of the world 19.99 euros.

How long will it take to receive my order?
Processing takes 1-2 business days, then estimated delivery is 5-12 business days depending on the dispatch warehouse. The estimated time is shown on each product page.

How do I track my order?
As soon as your order ships, you will receive a tracking code via email to follow its progress at any time.

Orders and Payments

Can I modify or cancel an order?
Write to us immediately at info@petolino-shop.com with your order number: if it hasn't shipped yet, we'll modify or cancel it without any problem.

What payment methods do you accept?
Credit cards and major secure payment methods, all processed securely at checkout.

Returns and Refunds

Can I return a product?
You have 14 days from receipt to return an item (right of withdrawal). As these are products for animals, for hygiene reasons, returns are only accepted if the product is intact, unused, unwashed, and in its original packaging with any seals unbroken; items in direct contact with the animal, once opened or used, cannot be returned unless defective or damaged.

I received a defective or damaged product.
We're sorry. Write to us at info@petolino-shop.com with your order number and a photo: we'll resolve it immediately with a replacement or refund.

When will I receive my refund?
Within 14 days of receiving and verifying the return, credited to the same payment method used for the purchase.

Products

How do I choose the right size?
You'll find measurements on each product page; for harnesses, consult the Size Guide. If in doubt, write to us and we'll help you choose.

Are the products safe for my pet?
Yes, we select materials designed for use with dogs and cats. Always follow the usage instructions on the product page.

Contact

How do I contact you?
Write to us at info@petolino-shop.com or via the website chat. We respond quickly, we're here for you and your pet.