Order and Payment
What payment methods do you accept?
Bank card (Visa, Mastercard) and PayPal. Payment is fully secure and no banking data is stored by ZooCroc.
Can I change or cancel my order?
Yes, as long as it has not been shipped. Please write to us as soon as possible, indicating your order number.
I haven't received a confirmation email
Start by checking your spam folder. If you still can't find anything, contact us: we will resend the confirmation immediately.
Delivery
Is delivery free?
Yes: standard delivery is free in France, with no minimum purchase. Express delivery costs €1.99 and is free from €45. Within the European Union, shipping costs €9.99, free from €80.
What are the delivery times?
Preparation within 24 to 48 business hours, then 10 to 12 business days standard and 5 to 8 business days express in mainland France, and 6 to 14 business days in the European Union (allow 10 to 20 business days for the other countries served) All details are on the Delivery & Times page.
How can I track my package?
You will receive a tracking number by email as soon as your order is shipped.
Why is my order arriving in multiple packages?
Depending on availability and size, your items may be shipped in more than one delivery. You never pay additional fees, and each package has its own tracking.
Returns and Refunds
Can I return an item?
Yes, you have 30 days after receipt to request a return, without justification. See the Returns & Refunds page.
When will I be refunded?
Upon receipt and verification of the item. It then takes 3 to 10 business days depending on your bank.
My package arrived damaged
Send us a photo: replacement or full refund at our expense, including return shipping costs.
Products and Advice
How do I choose the right collar or harness size?
Measure your pet's neck and chest circumference with a soft tape measure, then compare with the dimensions indicated on the product sheet. If in doubt between two sizes, choose the larger one. Our team can help you if you are unsure.
Are the toys resistant to dogs that chew a lot?
Each product sheet specifies the material and recommended dog size. For heavy chewers, opt for natural rubber and braided ropes. No toy is indestructible: supervise your pet during play and replace any damaged toy.
Are your products safe for my pet?
We select non-toxic and pet-friendly materials. The composition of treats and supplements is indicated on each product sheet.
My pet has a health problem, what do you recommend?
We sell accessories and supplements, not medicines. For any health questions, consult your veterinarian: only they can make a diagnosis and adapt a treatment.
Another question?
Write to us: our team responds within 24 business hours.
