We aim to process and ship all orders as quickly as possible.
Orders placed using any payment methods other than bank transfer are forwarded to our warehouse for processing almost immediately, once payment has been verified. Even over the weekend!
However, if for some reason you need to cancel your order, you can do so yourself in your "my zooplus" account, depending on the status of your order.
To cancel your order go the Orders section in your "my zooplus" account.
Locate the order you wish to cancel and click on Order Details. If cancellation is possible, you will see a "Cancel order" button below the “Re-order” button. Click “Cancel order”. A pop-up message will appear. Select the reason for your cancellation and click “Cancel Order”. The order details will now show that the order is cancelled.
You will also receive a pop-up message confirming cancellation of your order, and we will also send you an order cancellation notification email.
Your refund will be initiated immediately. However, we would like to inform you that depending on the method of payment, the refund may take up to 14 working days to process. We appreciate your patience and understanding.
The option to cancel your order in your my zooplus account will depend on which stage of the order process your order has reached and which payment method you have selected.
If the Cancel order option is not available, please contact our Customer Service team to request an order cancellation. Unfortunately, we cannot guarantee that cancellation of your order will be possible.
If we cannot cancel the order and it is shipped to you, you have the option to decline acceptance of the parcel(s). The delivery service will then return the parcel(s) to us.
If your order has already been delivered, you can return the unwanted item within 14 days of receipt. Please see our Returns Policy for further details.