FAQ

Order

  • How to place an order on Friends for Pet ?


    It is very simple! To treat and pamper your pet just add his favourite products to your basket. Then create a Friends for Pet account or enter your login details if you are already a member. To finalize your order, indicate your delivery address, select one of the delivery options and then select the payment mode. Then we will take care of everything and Bob will send you an email to confirm your order. Do not forget to check your spam box, our email can hide in it.

  • I placed my order.
    Can I add or modify products to my order ?


    Do not panic... To add or modify a product to your order, contact Bob as soon as possible on the contact page or contact@friendsforpet.com.

  • Is there a minimum quantity to order online ?


    Friends for Pet team says no! She puts everything in place to satisfy your pet's requests without a minimum order quantity. Bob reminds you that shipping costs are free from 110 € of purchases.

  • What to do, if a product is missing in my order ?


    We are sincerely sorry! If an item is missing or damaged, despite the care we take in the preparation of your order. Send us an email at contact@friendsforpet.com or call us on +33.3.72.13.24.27 and we will fix the issue very quickly.

Account

  • How to create a Friends for Pet account ?


    To create a Friends for Pet account, simply go to www.friendsforpet.com and click on "my account", the "man" icon located at the top right. Fill in the information requested and you will join the Friends for Pet family! You can now access your personal space to track your orders, access your bills and manage your personal data. To receive all the news, do not forgot to subscribe to our newsletter.

  • I lost my password, what to do ?


    Do not worry, Bob gives you his tip. Just click on the « man » icon at the top right and select "Forgotten password? And let yourself be guided.

  • How to change my email address and my personal details ?


    To change your email address or personal data: Log in to your account, go to the tab "your personal information", click on "modify" and do not forget to save your changes !

  • Can I access to my orders/my invoices ?


    Find your orders and invoices by logging to your Friends for Pet account. Go to the section "my orders", click on the order that interests you. You will have access to the details and you will be able to edit your invoice. Bob will be happy to send it to you by email.

Payment

  • How to pay for my order ?


    You have completed your purchases? Bob reminds you to think of treats (they are always happy) before moving to payment step. Once your basket has been validated, let us guide you to the payment.

  • What are the payment methods of my order ?


    Bob offers different ways of payment: by Visa or Mastercard. If you wish to pay by check or bank transfer please contact the Friends for Pet team on +33.3.72.13.24.27 or by email at contact@friendsforpet.com.

  • I can not pay on the site, what to do ?


    If you can not verify your purchase on Friends for Pet, check that there are no errors in your card number, that it has not expired or that you have not exceeded your payment limit. If the problem persists, please contact the Friends for Pet team on +33.3.72.13.24.27 or by email at contact@friendsforpet.com to place an order.

  • Is the online payment secured ?


    In order to ensure the best security guarantees for your online purchases, Friends for Pet has chosen the "Cyberplus Payment" system from Banque Populaire. Banque Populaire uses an encryption system to protect your banking data. You can shop with confidence !

Croq'alert

  • Can I modify my croq'alert ?


    Go to the tab "your account" and select "my croq'alert". For each product that makes up your croq'alert, you can change the quantities and delivery frequency by using the slider and change the date of your next order by clicking on the calendar.

  • How to stop my croq'alert ?


    It is very simple ! Go to your account and in "my croq'alert" to find the list of products that compose it. Press "cancel" button to the right of the product you wish to delete, confirm the confirmation message. The product will be deleted from your croq'alert.

  • How to change my delivery address ?


    Bob invites you to go to your account, in "my croq'alert". Enter your new delivery address by clicking on "add a new address". Fill in and validate the form. That's it !

  • During holidays, how to reschedule my delivery ?


    Go on vacation in peace. In your account, in "my croq'alert", change the date of your next order for each product by clicking on the calendar. Attention do not forget to do it for each reference !

Croq’loyalty

  • What are the advantages of Croq’loyalty ?


    With croq'loyalties get points and turn them into discount vouchers for your next orders.

  • How does croq'loyalty work ?


    From your first order, automatically win croq'fidelities:
    € 1 = 1 point
    1 point = € 0.03 discount
    For example, for €100 of purchase on Friendsforpet.com get a reduction of 3 €. Your croq'fidelities are valid for 9 months (promotional codes and discount vouchers are not cumulative).

  • How much do I have croq’loyalty ?


    To know your croq'fidelities, it's simple ! Just go to your customer account, section "my croq'loyalties". You can use your croq'fidelities from the next order or accumulate them.
    Beware, your croq'loyalties are usable for a minimum order of 30 €.

  • How to use my croq'loyalties ?


    You can use your croq'loyalties, from your second order or when you want for a minimum order of 30 €. To generate your coupons :
    - Go to your customer account under "my croq'loyalties" and click on "turn my points into a voucher". The accumulated points will be converted into 1 unique code to be reported during the validation of your order in the section « discount vouchers ».
    - When you place an order, in your basket, just click on "click here" to convert your points, into a unique code to report in the section " discount vouchers " to get your discount instantly.
    Bob reminds you that your code will be deducted for a minimum order of 30 €.

Delivery

  • Can I choose different options for delivery ?


    As a first step for shipments of your parcels Bob has selected a service provider, GLS, who will take care of them for a fast and neat delivery.

  • What are the delivery times in France and abroad ?


    You will receive your parcel within 2 to 3 working days (except Saturday, Sunday and bank holidays). This is an indicative timeframe, not guaranteed. Bob has selected the service "tracking parcels" to keep an eye on your delivery (valid for Metropolitan France, Luxembourg, Belgium and Germany excluding Corsica & DOM-TOM).

  • How much are the delivery costs ?


    Bob informs you that the delivery charges are indicated before the validation of your order. Its price depends on the amount of the order, the location, the mode of transport but also the weight of the products to be delivered.

  • Delivery charges are there free beyond a certain amount ordered ?


    For the moment Bob offers you the sending of your parcels in Metropolitan France (except DOM-TOM and Corsica) from 110 € of purchase with our GLS provider.

Other questions

  • I want to join the Friends for Pet team !


    To go on a ride with Friends for Pet, send Bob an e-mail with your resume and a cover letter at contact@friendsforpet.com.

  • I wish to have more information about a product, how to do ?


    The Friends for Pet and Bob team remain at your disposal for any information. Call us on +33.3.72.13.24.27 or send us your questions contact@friendsforpet.com.

  • Where the products from your website come from ?


    We will find all the information: provenance, composition, .... in the product sheets. If there is any information missing, please contact us at +33.3.72.13.24.27 or send an email to contact@friendsforpet.com.

  • Can I get advice by phone ?


    We are reachable at +33.3.72.13.24.27 from monday to friday from 10h to 12h. Bob will be happy to talk to you. Every morning listening to you but in the afternoon he helps us prepare your packages.


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