Inquiry about orders

How to return a product?

You have 30 days from the order date to make a return. You can return the product you do not want as long as it is in perfect condition, without traces of hair, odours, dirt or signs of use.

Ship by your own the product back to us you just need to send the product you want to return to our office with any carrier you prefer. Within the package you need to add the product clean and in perfect conditions, the invoice or a note with your full name and order reference. The shipping address is:

Ortocanis

Eduard Marquina 15, local

08911 Badalona (España)

IMPORTANT:

While filling out the customs declaration (CN22 and / or CN23), please mark "Returned Goods - Failed sale". We kindly ask you to follow carefully the return procedure provided. If a return does not comply with it, giving raise to customs duties, the parcel will be refused and therefore will be held in Customs or sent back to the customer. (Please kindly note that any customs duty, tax or additional cost will be charged to the sender).

The product must be returned in perfect condition, without traces of hair, odours, dirt or signs of use. In the event that the product received is not in perfect condition, a discount of between 0% and 50% of the amount to be returned may be made.

If you have made the payment of your order by transfer or cash on delivery, we will need your IBAN and SWIFT / BIC account to make the payment.

From the moment you make the return until we receive it, a few days may pass due to the postal management or the logistics company. Once we receive the returned product and verified that it is in perfect condition we will send you an email and we will proceed to refund the amount of the product within 5 to 7 days.

How to exchange a product?

You have 30 days to exchange the product.

If you want to make an exchange, you will have to place your order again with the size or product you need and return the product that you don't need.

Ship back to us the package with the product clean and in perfect conditions, the invoice or a note with your full name and order reference. The shipping address is:

Ortocanis S.L.U.

Calle Eduard Marquina 15
08911 Badalona
Spain

IMPORTANT: The product must be returned in perfect condition, without traces of hair, odours, dirt or signs of use. In the event that the product received is not in perfect condition, a discount of between 0% and 50% of the amount to be returned may be made.

How can I trace by parcel and know when it will be delivered?

Once the parcel has been shipped you will receive an email with the tracking number to follow the shipment and probable date of delivery.

How long will it take to receive the product and how much are the mailing costs?

We have various methods of shipment depending on the country from which the order is made (24/48 hours - 3/4 days - 10/14 days).

You can check the couriers available and shipping times by adding the article in the basket, continue to finalise the order and enter your address.

As soon as the address, the country and the postal code are entered, the web page will automatically show you the different couriers, prices and shipping times.

Prior to confirming your order check that all the information of the address is complete to avoid delays or problems for the delivery of the parcel.

How do I know if my order has been shipped?

Once the order has been shipped you will receive an e-mail with the tracking number.

You can check the status of your order by entering with you username in the www.ortocanis.com web site, here.

At the top, on the right you must click on “Enter”.

To enter just put the email and the password sent to you automatically when you made the order. Once you get into your account you can check the status of your order, the article you bought, etc…

I have just made an order, but I made a mistake with the size, the address, the phone number…..how can I modify the order?

We process all orders from Monday to Friday from 10:00 to 13:30 and from 15:00 to 17:00 (Spanish peninsular time).

If you wish to make a modification please call +34 930 219 323 so we can make it before shipping.

Once sent it will not be possible to make any modification.

We receive a lot of emails, if you send us an email to correct an order, we cannot guarantee that we will read it before it is shipped, so we recommend calling.

How can I pay for my order?

We have different payment methods depending on the country where the order is made.

In most cases, the following methods can be used:

Credit card
Bank transfer
Paypal
Payment upon receipt (available only for Spain and Portugal).

As soon as you enter your address, country and postal code, the web page will indicate the different payment methods.

At what time will the parcel be delivered?

If you chose shipment by courier and not the postal service, the time of delivery depends on the courier's itinerary in your area.

By checking your tracking number the tentative time of delivery will be indicated.

You can track your order with the email we have sent to you once the parcel have been shipped.

I you chose shipment through the postal service, it will be delivered to you by the postman directly without prior notice.

If the postman cannot leave the parcel in your mail box due to its size, he/she will leave a notice in your mailbox for you to go and collect it directly in the post office.

Does the courier call to deliver the parcel?

If you chose delivery by courier service and not the post office, we cannot assure you that they will call you before delivery. It always depends on how they have organised their itinerary in the area and the number of deliveries they have.

I you chose shipment through the postal service, it will be delivered to you by the postman directly without prior notice.

If the postman cannot leave the parcel in your mail box due to its size, he/she will leave a notice in your mailbox for you to go and collect it directly in the post office.

What happens if the courier delivers the parcel and I’m not home?

Don't worry!

You have to check the tracking number of your shipment. If the courier could not deliver there are two options:

1- The parcel will have been left at a Parcel Shop (i.e. a shop, bar or gas station, etc.).

You have to check the address and opening times using the tracking number so to pick up the parcel directly there.

2- The parcel will be delivered the day after at the same address.

You must check your tracking number for the order to see where the parcel is in case the courier could not deliver it to you personally.

I you chose shipment through the postal service, it will be delivered to you by the postman directly without prior notice. If the postman cannot leave the parcel in your mail box due to its size, he/she will leave a notice in your mailbox for you to go and collect it directly in the post office

How are returns reimbursed?

The returned product is checked to make sure it is clean and in as-new condition.

Reimbursement is made in the 7 days after receipt of the packet, with the same system used for the purchase.

If the product is not returned in perfect condition, and we have to clean it, the reimbursement procedure will take longer, moreover if it is not in as-new condition we will carry out only partial reimbursement.

I sent my parcel back for a refund, did you receive it?

It takes several days for the return of your product, depending on the type of system used (the normal mail service takes much longer than a courier service).

I you chose our pick up service (available only in Spain) it usually takes 2-3 days.

We receive returns from our clients every day, we open them, check that the product is clean and in as-new condition and we send an email to inform you that we have received and controlled the product.

If everything is in order we will proceed with the reimbursement in the next 7 days, with the same system used for the purchase.

If the product is not returned in perfect condition, and we have to clean it, the reimbursement procedure will take longer, moreover if it is not in as-new condition we will carry out only partial reimbursement.

Can I come and try the product in the Ortocanis shop?

We are not a shop in the traditional sense, we are an online shop and we ship our products from our offices in Badalona (Barcellona).

We have an office with very little space available to deal with clients, however if necessary you can come to buy or pick up the products directly in the office.

We do NOT carry out diagnoses or consultancies because we are not veterinary doctors.

We specialise in the products we sell and we can explain how they work even if all the information is shown directly in the web site.

You should consult a vet for diagnosis before coming to us with indication of the product you need so that we can best help you.

The time in the office to attend clients is very limited, so we suggest you to already have checked online the product you need with the sizing information.

You do not need to phone to make an appointment but we do suggest you call us to ensure the product you need is in stock.