Frequently asked questions

The company Getzoo has been a proven brand since 2008 and has been a regular supplier in many online shops and pet shops in North Rhine-Westphalia for a long time. We produce species-appropriate rodent accessories with the cooperation of breeders and clubs. You can find more information about us under the point: About us.

No. But you can also pick up the package at our warehouse. Before doing so, please contact us by e-mail to make an appointment. So that we can prepare the package and if necessary let you know if everything is in stock or if there will be a short delay. There are no shipping costs for you. The order must have been paid for by the time of collection.

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There we inform you about news, special offers or other great things from our shop.

If you would like to be informed about discount offers and the like, you can subscribe to our newsletter. This is independent of the customer account. You can also subscribe to the newsletter without a customer account. You will find an option for this on the bottom right of every shop page. If you have a customer account, you can also register via the menu item"My account".

No, you can choose during the ordering process whether you would like to create an account, log in to your existing account or whether you would prefer to order without registering.

Your address is stored in a customer account so that you do not have to re-enter it every time you place an order. In addition, you can create a watch list if, for example, you would like to order a product more frequently, so you don't have to search for your desired product for a long time. You can also view your previous orders here. If you want to delete your customer account, you can also do this easily in the customer account.

No, but the loyalty discount can be combined with many different vouchers, such as 5% for product reviews or 10% for your birthday.

No. To create a customer account you will need an email address which will be used to confirm orders placed through the customer account. You can also request a new password for your customer account, which will also be sent to you by email; otherwise you will not receive any emails about your customer account. If you would like to be informed about discount offers and the like, you can subscribe to our newsletter. This is independent of the customer account.

Unfortunately, there is no possibility to change your order afterwards. You can only cancel your entire order as long as it has not yet been shipped. To do this, simply log in to your customer account, go to orders and there you have the option to cancel the order.

Please understand that this is no longer possible after you have sent your orders.

You can only cancel your entire order as long as it has not yet been shipped. This means that as long as the order does not have the order status "Complete", you can cancel your order yourself. To do so, simply log in to your customer account, go to orders and there you have the option to cancel the order under the order number.

After the parcel has been handed over to DHL, you will receive an e-mail with your consignment number. This allows you to check online on the evening of the same working day where your parcel is currently located.

The parcel is only scanned by the parcel service a few hours after collection, and only then can the number be seen online. Please try again a little later.

The quickest way for us to help you is to use the contact form. Here you will usually receive an immediate response to your complaint without a long wait.

We will deliver your shipment to a packing station of your choice upon request. It is also possible to have your order sent to a nearby post office. Please enter the desired packing station or post office branch as the delivery address in the order process.

You can find the current shipping costs on the corresponding page about shipping.

You have the option of selecting a desired day, this service from DHL will cost you one euro more, but you can then say exactly when your parcel is to be delivered.

Express delivery is not possible at the moment. However, we will ship all orders on the next working day at the latest if the product is available.

We usually ship the item on the next working day. Your order should therefore be with you after 1-3 days. If a parcel takes longer than 5 working days, please contact us. The quickest way for us to help you is to use the contact form. Here you will usually receive an immediate response to your complaint without a long waiting time.

We want you to be satisfied with the delivery of your order, so we work with DHL.

If you are generally difficult to reach at home, we offer you the option in advance to have your order delivered to a different delivery address (e.g. to work) or to a parcel shop. Generally, our shippers will make several attempts to reach you at the address you provide. You can also specify a desired location with DHL once the parcel has been sent.

We deliver to the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom. Further information on shipping can be found here.

You have the option of returning the goods to us within 30 days of receipt.

The item must be returned undamaged and without any signs of use.

If you make use of your right of withdrawal, you will bear the direct costs of returning the goods. In the case of a warranty claim, the return is always free of charge. In both cases, you can of course use our return label (DHL). The quickest way for us to help you is to use the contact form. Here you will usually receive immediate processing of your complaint without a long waiting time.

Getzoo.de
Inh. Valeri Gettmann
Im Löhken 2
58099 Hagen
Germany

Tel.: 02331/926-300-9
Fax: 02331/926-384-3

If you make use of your right of withdrawal, you will bear the direct costs of returning the goods. If you use our return label to send the package to us from Germany, we will have to deduct the costs from the credit note. Either use the return label that was sent by e-mail or simply create a new one here.

Please enclose the following form with your return. This will make it easier for us to process your return: Cancellation form

If possible, please enclose the following form with the return shipment, this will make it easier for us to process your return: Return form

Yes, you also have this option in our online shop. You will be automatically redirected to the PayPal or Klarna site to confirm your details when you complete your order. The invoice amount will be paid to PayPal or Klarna on the due date, and you will receive all further information in the confirmation email. You do not need a PayPal account for this. You can find more information about our payment methods here.

In the Getzoo online shop you can pay comfortably and securely with your VISA or MasterCard. Thanks to 256-bit encryption and SSL certification, your data is handled with the highest level of security currently available. When you complete your order, you will automatically be redirected to the PayPal page to make the payment. You do not need a PayPal account for this. You can find more information about our payment methods here.

In the Getzoo online shop you have the possibility to pay your order by direct debit. This requires a German bank account. When your goods are dispatched, PayPal or Klarna will debit the invoice amount from your account. When you complete your order, you will automatically be redirected to the PayPal page to make the payment. You do not need a PayPal account for this. You can find more information about our payment methods here.

With giropay you can pay easily, quickly and securely in the online banking of your participating bank or savings bank. You will be redirected directly to your bank's online banking where you approve the transfer by entering your PIN and TAN. The payment is processed directly via your current account and your account information is not passed on to us or any third-party provider in the process.

The entire payment transaction is handled by Klarna GmbH. With Klarna financing, you can shop today and split your costs into fixed or flexible instalments for up to 24 months. You can choose Klarna instalment purchase directly at the checkout or select the desired instalment payment as a payment option in the Klarna app for your order (if listed). You can find more information about this under the payment methods.

If you need our bank details, you will find them on the invoice.

No, we no longer offer the payment method cash on delivery! However, you have a large number of other payment methods in our shop.

PayPal is a service that makes paying on the internet easy and secure. After you have created a free account at PayPal, you deposit your bank or credit card details there. When paying, you log in to your PayPal account and do not have to deposit your details with the sender of the goods. PayPal enjoys great trust among buyers and sellers. Every third online buyer in Germany already has a PayPal account and worldwide there are over 175 million accounts in 190 countries. You can find more information about PayPal at www.paypal.de.

With Amazon Pay, you can pay using the payment and shipping information from your Amazon customer account. This makes shopping with us fast, easy and secure. If you use Pay via Amazon Pay, you do not need to set up a customer account, but can pay directly with the data from your Amazon account. Simply click on the button Pay via Amazon Pay in the shopping basket. You can then select the desired payment method (e.g. credit card or direct debit) and the shipping address from your data stored at Amazon and complete your purchase with us.

If your question is not answered by the product description, simply contact us by e-mail. The quickest way for us to help you is to use the contact form. Here you will usually receive an immediate response to your complaint without a long wait.

Yes, in this case please send us your product suggestion by email. To do so, simply use our contact form. We are happy about every suggestion.

Products that have a longer delivery time are marked accordingly in the shop. For products that are sold out for a longer period of time, there is the possibility to be informed. You will then be notified by e-mail as soon as the item is available again.

The Getzoo products are made from a natural product, therefore we cannot influence the colours and grain of the wood. Each accessory is therefore unique! Small colour chips, knotholes and structures in the wood, as well as slight processing marks due to the high degree of manual work are normal and unavoidable.