Frequently Asked Questions

Who is Mascotaplanet.com?

Mascotaplanet.com is a family business, with physical stores and experience of more than 14 years in the sector and with the aim of being the No. 1 store in Spain in Internet sales.

Is there personal treatment for clients?

Mascotaplanet.com wants to be a virtual store but with personal treatment to its customers, for them we have a telephone number 952 820 999 and an email address customerservice@mascotaplanet.com

Can I order by phone?

Yes, you can place orders by phone 952 820 999. Telephone order hours from 10:00 a.m. to 8:00 p.m.

How to buy through the Mascotaplanet.com website?

The way to proceed, to place an order, is very simple. Once you have chosen the product, you add it to the shopping cart. Once there and depending on the area and the payment method, shipping costs will be calculated. If you are a new customer, you will be asked to fill in your details along with a password. By creating a customer account you will be able to make your purchases quickly, review the history and status of your orders, and change your data sheet.

I forgot my password, what should I do?

In the box to enter your personal zone there is a box where it says "Forgot your password?" click there and on the new page you must write your e-mail, you will receive an e-mail to verify that you want to change the password. To confirm the password change, you must follow the link in that email. Once this is done, you will receive another e-mail with the new password. If you wish, once we have provided you with the new password, you can access your personal area and modify it. Our team does not have access to your passwords at any time.

Can I change the shipping address?

You can change the shipping address, from your home to your workplace or vacation spot as well as send a gift to a friend.

Can I buy from anywhere?

Our current service covers any point in Spain, Andorra and Portugal. For shipments to the rest of Europe, it will depend on the country of the recipient, budgeting the shipping costs in each case.

Do purchases have shipping costs?

Depending on the amount of the order, weight and shipping area, you may have free shipping or not. You can make the order and at the end before proceeding the order will tell you the shipping costs, you decide whether to finish it or not.

How to track an order?

In order to track your orders, you must register as a user. Once registered, you have a section in your personal registered user area where you can, at any time, know what state or phase your order is in.

What is the delivery time?

In "Feed" food orders, the delivery time is always from 24 to 48 hours. Our usual delivery time is 24 to 48 hours from the moment the order is placed, in some cases and depending on the availability of the product, if your order is delayed more than 48 hours, we will send you an email with the exact date. of delivery being able if you wish to cancel the order without charge.

What forms of payment can I use?

To pay for an order you can use any of the following forms of payment:
- Paypal
- MasterCard, Visa or 4B debit or credit card.
- Bank Transfer or Account Deposit.

When will the order process start?

Once the bank transfer has been made, you can send us the receipt by fax, email and having the receipt, the sending process will begin, if not, it will wait for the payment to be made made into account.

If the order does not arrive within the indicated time, how can I claim?

If you do not receive your purchase in a timely manner, you must notify us at the following address:e-mail address: info@mascotaplanet.com or call 952 820 999.

What should I do if I want to unsubscribe as a registered user?

You must send an e-mail to info@mascotaplanet.com and in the subject write UNSUBSCRIBE indicating the username.

Can I apply several discount coupons in the same order?

Multiple discounts cannot be applied to the same order.

Do discounts count towards free shipping?

No, keep in mind that for the shipping costs to be free, you have to reach the minimum indicated regardless of whether a coupon is applied or not, if you apply a coupon and the amount does not reach the minimum, the system will apply transport costs automatically.

Can I apply discount coupons or points to the 3x2 promotion in Snacks?

The 3x2 promotion in Snacks is excluded from the rest of the discounts and points promotions, if you enter a coupon or points to redeem, the 3x2 promotion would not be executed.

Can I apply multiple promotions from different brands to my orders?

No, several promotions from different brands cannot be applied to the same order.