ContactHere you will find answers to most of your questions, there was a question not listed then you can ask them through the form below. In most cases, we will respond within a few hours.
Note: courier services are busy because of the large number of online orders and understaffing. This causes delays. Follow track and trace and only if delivery takes longer than 7 working days we can make an enquiry with the courier service concerned.
FREQUENTLY ASKED QUESTIONS
|You can use the following payment methods:|
|All online payments are made through Mollie and Paypal. Payments are processed securely and correctly via these payment platforms.
You can also opt for a bank transfer. In this case, you will receive the payment details in the order confirmation.
|Prepayment: If you choose the prepayment method, we will give you our bank details in a separate email and deliver the goods after receipt of payment. Please note that payment transactions between banks usually take a little longer|
|Creditcard: When you place your order, you provide your credit card details. After your legitimation as the legal cardholder, the payment transaction will be carried out automatically and your card will be charged.|
|PayPal: In the ordering process you will be redirected to the website of the online provider PayPal. In order to be able to pay the invoice amount via PayPal, you must be registered there or first register, legitimize with your access data and confirm the payment instruction to us. After placing the order in the shop, we ask PayPal to initiate the payment transaction. The payment transaction is carried out automatically by PayPal immediately afterwards. You'll get more information during the ordering process.|
|Giropay: After placing your order, you will be redirected to your bank's website. In order to be able to pay the invoice amount via Giropay, you must have a bank account that has been activated for online banking, identify yourself accordingly and confirm the payment order to us. You'll get more information during the ordering process. The payment transaction is carried out immediately afterwards and your account is debited.|
|Sofort: After placing the order, you will be redirected to your bank's website. In order to be able to pay the invoice amount via Sofort, you must have a bank account that has been activated for online banking, identify yourself accordingly and confirm the payment order to us. You'll get more information during the ordering process. The payment transaction is carried out immediately afterwards and your account is debited.|
|Pay later with Klarna: In cooperation with Klarna AB (www.klarna.com), Sveavägen 46, Stockholm, Sweden, we offer you purchase and pay later payment option. Please note that Klarna invoices are only available for consumers and that payment must be made to Klarna in each case. When buying with Klarna pay later, you always get the goods first and you always have a payment period of 14 days. The complete terms and conditions for purchase on account can be found here. There are additional costs of 1.95 euros.|
Pick up yourself: You have the option to pick up at Active Ants Fulfillment, Borchwerf 5, 4704 RG Roosendaal, The Netherlands during the following office hours: Monday to Friday from 9 a.m. to 5 p.m.
You can also arrange your own transport via pick & return.
If you pick up the order yourself or send your own carrier, you will be notified when the order is ready. This is usually the next business day.
Shipping via Ship2me™: In addition to pick-up yourself, it is (if desired) also possible to have delivery arranged by our partner; Ship2me™. The shipping methods offered by Ship2me (DHL, GLS, etc.) and the terms of delivery can be found in the table below and before completing the order.
If you order before 20:00 on business days and pay directly online via Mollie or PayPal, the dispatch of the order is usually arranged the same day by Ship2me. Once your order has been processed, you will receive an email with a tracking number so you can track your shipment.
Usually the order is delivered within 1-2 business days.
Orders that will be sent by Ship2me™ on your behalf and which are paid directly via the available online payment methods will be dispatched immediately (on a working day).
Ship2me will inform you immediately by e-mail when the order has been processed and has left the warehouse. Usually your order will be delivered to your delivery address within the next 2 or 3 days. You will receive a parcel number and so you can track your shipment.
We ask our sellers to store all sales products at Active Ants Fulfillment so that everything can be delivered from stock. Unfortunately, it can happen that an item is temporarily unavailable. Of course you can order this article, but the delivery time will be a little longer.
The respective delivery time is displayed directly under the price information on the product page. For example:
In stock: Delivery in approx. 2-3 working days: the seller commits itself to release the order immediately. So you can expect a delivery time of 2-3 working days (depending on the parcel service).
Delivery time 2 to 3 days: Delivery in approx. 4-6 working days: Your delivery should reach you between 4-6 working days (depending on the parcel service).
To calculate the respective working days, the holidays at the seller's location always count.
Please note: The delivery time to Germany and Belgium can take up to 3 working days longer than stated; In all other delivery countries this can take up to 7 working days longer.
When paying in advance, the delivery times apply from receipt of payment. We will confirm this to you by email. After the transfer from your account, it usually takes 2 working days (usual bank term) until the money is in the Kat & Hond account and the goods are approved for dispatch. This period must also be taken into account in the duration of the delivery time
Should we encounter any problem, we will inform you immediately by email.
If for any reason you do not wish to keep an item, you can return it to Kat & Hond within fourteen (14) calendar days after delivery. In this case the costs for a return are at the expense of the customer. Please also see the cancellation policy..
The product must be unopened, unused, undamaged and (as far as possible) in the undamaged original packaging. Products where hygiene plays a role cannot be taken back.
We kindly ask you to send us an email (firstname.lastname@example.org) and / or use the sample cancellation form so that we can give you instructions for the return.
In the event that you have received a damaged package and the goods can no longer be used due to the damage, please take a photo of the outer box and the goods themselves and send us these pictures by email. We will resolve this with you as soon as possible.
We recommend that you check the delivered goods immediately after delivery and report any defects within 2 days of receipt.
We only accept returns of items purchased via the Kat & Hond platform.
It is of course possible that you have ordered the wrong item. In that case, follow the return instructions. As soon as the return has been received, the amount paid will be refunded to your account.
Simply place a new order for the right product. This is the fastest way to receive the correct product.
Please always mention the order number.
You will receive the invoice in PDF format. If you have ordered several items, the invoice can consist of several pages, as each seller invoices separately on the Kat & Hond platform.
The Kat & Hond marketplace is available in multiple languages and currencies, making it much easier to sell than, for example, setting up and managing your own website. There are no start-up costs!
Do you sell in the veterinary sector? Then Kat & Hond is probably something for you!
We are always looking for interesting products to expand our specialized range. Send us an email and clearly state that it concerns sales via the Kat & Hond platform.
Click here to go directly to the form.
Click here to go directly to the form.
EU companies with a European VAT number for cross-border transactions (Dutch companies excluded) can indicate this themselves in the ordering process so that the VAT is not charged.
Please note: All VAT numbers will be checked by us!
You can also check this yourself via: the VAT information exchange system.
If your VAT number cannot be validated, we will ask you to transfer the VAT amount before your order can be shipped.
Would you still like to speak to an employee then you can call us on 0031(0) 854 891 880 (Monday / Friday 09:00 to 17:00 hours)