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Helpline: 031 539 11 77
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Helpline: 031 539 11 77
E-Mail: [email protected]

Mon.-Fri. 8:30-12:00 / 13:30-16:30

Do you have any questions for the veterinary team?

Feed advice

Frequently Asked Questions (FAQ)

Payment reminder

If you have selected the "Purchase on invoice" payment method, you will receive your invoice as a PDF via email immediately after your order. The payment period is 30 days. After this deadline expires, you will receive a payment reminder with a payment slip. This payment reminder costs Fr. 2.90 and extends your payment deadline by an additional 30 days.

Change of provider for "Purchase on invoice"

As of May 2023, we are processing the "Purchase on invoice" payment method through a new provider. Invoices are no longer issued by PowerPay. You must continue to pay off any previous outstanding amounts and monthly invoices with PowerPay. There are no longer monthly invoices as you knew them from PowerPay. Each order is billed individually with a payment term of 30 days. Please also refer to the "Payment methods" section for more information. We now also offer the "Purchase on installments" payment method, giving you the option to pay for an order in up to 3 installments.

Vouchers / Discounts

New customer discount
As a new customer, you can benefit from a total discount of up to CHF 10.00:

1. Immediate welcome discount: Open your customer account and save CHF 5.00 directly on your first order. The discount is automatically deducted in the shopping cart. If you create your account after your first order, the discount of CHF 5.00 applies to your next purchase.
2. Newsletter bonus: Subscribe to our newsletter and receive another voucher for CHF 5.00 via email after you have confirmed your registration. You can find all information and the registration option under Newsletter Registration.
Combine both vouchers and secure a total discount of CHF 10.00 on your first order. Welcome to iPet.ch!

Loyalty points
We reward your loyalty! Our customers can collect loyalty points with every purchase. CHF 1 corresponds to 1 loyalty point. Starting from 500 loyalty points, you can redeem them directly at checkout when ordering. 500 loyalty points correspond to a value of CHF 10. Unfortunately, for technical reasons, only 500 loyalty points can be redeemed per order. Please note that unredeemed loyalty points expire after 2 years and the loyalty points received are not transferable. iPet reserves the right to change, supplement, or restrict the structure of the loyalty points program.

If you order in our shop as a guest without opening a customer account, you will not receive a new customer discount and cannot collect loyalty points.

Redeeming vouchers
You can redeem vouchers at checkout by entering the voucher code in the field provided. Only one voucher can be redeemed per order.

Please note that you can only redeem vouchers as a registered customer. This is because we would be unable to assign any remaining balance to a customer in the case of guest orders.

Forgot your password?

No problem: Here you can enter your email address to receive a link via email to reset your password.

Delivery

Parcels are delivered by Swiss Post (>90% of all orders), DHL, DPD, or Planzer.

Delivery usually takes place within 1-3 working days after receipt of payment (see payment methods). If longer delivery times are to be expected, this is noted directly on the affected items. It is possible that the desired goods in an order will be delivered in different packages. These are not necessarily delivered on the same day. The number of packages sent will be communicated to you in the order confirmation.

My Post 24 and PickPost addresses can only be used for package deliveries by Swiss Post. If you would like to choose such a delivery address, please contact our customer service before completing your order (Monday to Friday: 08:30 – 12:00 / 13:30 – 16:30 or [email protected]).

If multiple orders are received from one customer on the same day, we cannot guarantee that they will be combined.

Shipping insurance (1.9% of the order value)
Shipping via Post/carrier is carried out with the utmost care. Nevertheless, it can happen that your order is damaged or lost on the way. Unfortunately, this is not our responsibility. We therefore recommend that you take out shipping insurance at checkout when choosing the shipping method to insure against damage or loss during transport. In these cases, we guarantee a free replacement delivery within a reasonable period.
External damage to the packaging that does not affect the quality or usability of the contents is excluded from the insurance coverage.
Excluded from insurance are deliveries where leaving the package at the delivery address can be verified via tracking number or a proof-of-delivery photo.

Subject to possible delivery delays, which will be communicated to the customer as soon as possible. iPet.ch GmbH assumes no liability for transport damage.
International delivery is not available.

You likely won't be home for the delivery, or the package was taken back?

You can be informed by Swiss Post about incoming shipments and influence the receipt of the package. By logging into «My consignments» from Swiss Post, you can control your shipment and set or manage delivery preferences. In case of absence, it may happen that the Post leaves the package at the front door. If leaving the package is not desired, you can contact Swiss Post in advance by phone or email (Tel. 0848 888 888, Mail [email protected]). The corresponding changes will then be stored in the Post system.

In these cases, the Post leaves a collection note. You can pick up the package personally at the post office or request a second delivery (free of charge) by phone. Further information is available at your post office or on the website of Post.
With DPD, you can arrange a new delivery date online. You can find more information on the website of DPD.
With Planzer, you can view the status of your package online via the "Track consignment" button and make the following changes:
- Adjust delivery address
- Change delivery date
- Enter / adjust drop-off instructions

Tip: You can enter a delivery address in your customer account that differs from the billing address and thus have the package delivered e.g. to your workplace.

Order reminder for registered customers

As a registered customer, you have the option to set up a so-called “Order Reminder” for one or more of your past orders in your user account under “My Orders”.

By setting up this feature, you subscribe to an automatically generated “reminder e-mail”. In this e-mail, you will receive a direct link to the shopping cart of our shop containing the items from your selected order at the time chosen by you.
It is important to emphasize that setting up an order reminder does not commit you to a purchase in any way. You can freely configure the number of days until the reminder e-mail is received, as well as whether this e-mail should be triggered recurringly or only once, in your user account.

The order reminder can be deleted at any time.

Tracking Information

Your user account provides an overview of all your orders and direct access to available tracking information. For all orders with the status “Shipped”, you can access shipment tracking details by clicking on “View Order”, then clicking on “Order Shipments”, and finally selecting the link “Track this shipment”.
Currently, tracking information is not yet available from all suppliers.

Shipping Costs

From an order value of CHF 69.-, your order will be delivered free of charge to your desired address in Switzerland.

If the order value is below CHF 69.-, we charge a flat rate for postage and packaging of CHF 6.90 per order, regardless of the number of packages or the size and weight of the shipment.

We ship selected items for just CHF 3.80 or even free of charge, even if the order value is below CHF 69.-.

Should partial shipments be necessary for technical or logistical reasons, we will charge shipping costs only once.

Payment Methods

We encrypt your electronic payment transactions with an SSL protocol, thereby guaranteeing you the best possible protection.

Apple Pay

Your order is processed with the highest priority. No payment fees apply.

TWINT

Your order is processed with the highest priority. No payment fees apply.

Credit Card

Your order is processed with the highest priority. No payment fees apply.

PostFinance Pay

Your order is processed with the highest priority. We charge CHF 2.50 per order for this payment method.

Prepayment via E-Banking

After completing your order, you will receive the invoice and payment details from us by email. You can then settle your order via e-banking. No payment fees apply.

Please note: with this payment method, the ordered items cannot be reserved for you. It is therefore possible that a purchased item may no longer be available by the time payment is received. Should this be the case, you will receive corresponding information from us.

PayPal

Pay conveniently with your PayPal account. Your order is processed with the highest priority. We charge CHF 1.50 per order for this payment method.

Purchase on Account

You will receive the invoice from us by email immediately after your order (payment method fee of CHF 1.50) and have a payment term of 30 days. After this period expires, you will receive a payment reminder with a payment slip. This payment reminder costs CHF 2.90, and you receive a payment deadline extension of another 30 days.

Credit Check and Scoring:
iPet.ch GmbH reserves the right to obtain credit information about the customer during the checkout process and may forward customer data to third parties for this purpose.
For this purpose, the personal data required for a credit check (first and last name as well as address data) will be transmitted to an external company (CRIF AG). CRIF AG, Hagenholzstrasse 81, 8050 Zurich, undertakes a corresponding assessment of creditworthiness and credit standing.

The credit check is carried out in compliance with the relevant data protection regulations. Please note that only CRIF AG can provide information on which data was used to calculate your credit profile.

Dunning Fees:
The invoice is payable within 30 days and is considered paid on time if the amount due is on the recipient's account by the end of the last day of the payment period.
If the payment deadline is not met even after receipt of the payment reminder (cost: CHF 2.90) and no fixed due date has been agreed, the customer is placed in default by a formal reminder.

The dunning fees amount to CHF 20.00 for the 1st reminder and CHF 25.00 for the 2nd reminder. These fees are charged to the customer. If the claim is not settled even after delivery of the reminders, iPet.ch GmbH reserves the right to assign the claim to third parties or to commission a collection agency, with costs borne by the customer.

Legal Action / Collection Costs in Case of Default:
The amount of legal action/collection costs is based on the outstanding claim:

Claim Amount in CHF	Legal Action / Collection Costs in CHF
0-150	max. 80.- plus 5 % default interest
151-600	max. 175.- plus 5 % default interest
601-1'000	max. 230.- plus 5 % default interest
1'000.01-10'000	max. 860.- plus 5 % default interest
from 10'000.01	9 % of the outstanding claim, plus 5 % default interest

Installment Payment: With installment payments, you can choose between two or three installments. A fixed fee of CHF 5.00 is charged for the installment payment method in addition to the cart value. To process the installment agreement, we assign the claim to Ideal Payment AG. The installment agreement will be sent to you by post after the order is completed.
The installments are to be paid as follows:

1st installment is due within 10 days from invoice date

2nd installment is due within 40 days from invoice date

3rd installment is due within 70 days from invoice date

In case of default on an installment payment, the total amount becomes due for payment immediately.

Example with three installments, for a cart value of CHF 1,500.00:

1st installment CHF 501.65 (CHF 500.00 value of goods + CHF 1.65 fee share) is due within 10 days from invoice date

2nd installment CHF 501.65 (CHF 500.00 value of goods + CHF 1.65 fee share) is due within 40 days from invoice date

3rd installment CHF 501.70 (CHF 500.00 value of goods + CHF 1.70 fee share) is due within 70 days from invoice date.

Problems during ordering, payment, etc.

If you have any questions, you can contact us at any time via email at [email protected] or via the contact form.

We will assist you as soon as possible.

During office hours (Mon.-Fri. 8:30-12:00 / 13:30-16:30), you can also reach us at the following phone number: 031 539 11 77

Prices

The stated prices include VAT.

Ordering diet food

You do not require a veterinary prescription to order diet food.

Therapeutic diets should only be fed in consultation with a veterinarian.

Regular veterinary check-ups are recommended as long as a pet is being fed a therapeutic diet.

If the pet's condition worsens while feeding a therapeutic diet, a veterinarian should be consulted immediately.

Returns / Return of Goods

Generally, there is no statutory right of return in Switzerland. However, iPet.ch GmbH strives to grant you a voluntary right of return wherever possible, subject to the following points:

1.) Check whether the item can be returned. If this is generally not possible, you will find this information on the product page directly after the delivery time details.

2.) It is mandatory to notify us of the return in advance by email ([email protected]). We will review this, and you will be informed via email about the correct return address and further procedure.

Please include your full address in the email and let us know whether the credit should be issued as a voucher or a refund. We also require the order and item number, as well as the quantity and the reason for the return.

Right of Return for Accessories
You may return the received, unused goods in the original packaging (must be undamaged!) within 14 days of receipt.

Please note:
For hygienic reasons, certain items in the “Dog Clothing” category are excluded from the right of return.

Right of Return for Pet Food
For quality assurance reasons, you can only return pet food within 5 days of receipt. The food must be returned unopened and in its original packaging. This also applies to multipacks.

Please note:
- Pet food from the “Stop Foodwaste” category with a best-before date of less than 6 months is excluded from the right of return.

- All pet food from the brand Royal Canin (MARS Group) cannot be returned. The MARS Group does not allow the resale of items that have already been with an end customer. While this guarantees consumers the greatest possible safety when purchasing MARS products, it also means that returned food must be destroyed at a cost. Therefore, if you have ordered the wrong food by mistake, for example, we ask you to donate it directly to an animal shelter or resell it privately. Unfortunately, we are prohibited from accepting returns.

The incurred postage costs must be borne by the customer. In the event of an incorrect delivery on our part, the postage costs will be covered by iPet.ch GmbH.

You will receive a receipt free of charge from the post office when you post the parcel. Please keep this in a safe place, as in the event of parcel loss, your return can only be credited upon presentation of this receipt.

After receipt of the goods, the purchase price will be refunded to the customer. Please note that depending on your selected payment method, additional fees may apply.

Payment methods

Invoice Prepayment

Certificates

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