Frequently asked questions
Ordering
How do I place an order?
Choose your products, add them to the cart and click “Proceed to checkout”. Fill in your delivery details and choose a courier and payment method. You will receive an email confirming that your order has been received, and we will contact you to confirm it.
Do I need to register?
No, you can also order as a guest. With an account you can see your order history and order faster next time.
Can I order by phone?
Yes – call us on 0883 72 22 72 during working hours and we will take your order.
Can I change or cancel an order?
Yes, as long as it has not been handed over to the courier. Call us on 0883 72 22 72 or write to sorela13@abv.bg.
What happens if a product is out of stock?
We will contact you and offer a similar product, a partial delivery or a cancellation. If you have already paid for the missing product, we will refund you.
Delivery
Which couriers do you deliver with?
With Speedy, Econt, BOX NOW and Sameday – to an address, office or parcel locker, as you prefer.
How much does delivery cost?
Delivery is free for orders over 50 €. For orders below this amount, the price depends on the courier and delivery method and is shown in the cart before you order.
How long does delivery take?
For items in stock, we usually process orders within 1 working day, and delivery takes 1–3 working days. During holidays and large campaigns it may take a little longer.
Can I pick up my order from the shop?
Yes, free of charge – from all our physical shops. We will let you know when your order is ready. We keep it for up to 5 working days.
Do you deliver outside Bulgaria?
For now we only deliver within Bulgaria.
Can I inspect the parcel before paying?
Yes, you have the right to inspect it in front of the courier.
Checkout
How can I pay?
By cash on delivery, by card online or by bank transfer. When collecting from the shop, you can also pay in cash or by card on site.
Is card payment secure?
Yes. Payment goes directly through the payment provider over a secure connection – we do not see or store your card details.
Do you issue invoices?
Yes. Indicate when ordering that you need an invoice and fill in your company details.
Returns and complaints
Can I return a product?
Yes, within 14 days of receipt, without giving a reason. The product must be unused and in its original packaging. Return costs are at your expense unless the product is defective or incorrect. More in the Terms and Conditions.
Which products cannot be returned?
- opened food and treats;
- unsealed hygiene products;
- opened veterinary products and supplements;
When will I get my money back?
Within 14 working days after we receive the returned product – by the same method you paid with, or by bank transfer if you paid cash on delivery.
I received a wrong or damaged product. What should I do?
Write to us within 48 hours at sorela13@abv.bg with a photo and your order number. We will replace the product or refund you.
Products and pet care
How do I choose the right food?
Consider the species, age, size and activity level of your pet. If you are not sure, call us or visit the shop – we will help you.
How do I switch my pet’s food?
Gradually, over 7–10 days – mix the new food with the old one, increasing the share of the new food every day. This helps avoid stomach upsets.
Do you sell veterinary medicines?
Online we only offer products available without a prescription, such as food supplements, vitamins and minerals. We do not sell prescription products online.
Do you have discounts and promotions?
Yes – follow the “Promotions” section and our Facebook page.
Our shops
Where are you located and what are your opening hours?
Main shop – Lovech
23 Tsacho Shishkov St., 5500 Lovech
Tel.: 0883 72 22 72
Opening hours:
Mon – Fri: 9:00 – 19:00
Saturday: 9:00 – 17:00
Sunday: closed
Lovech shop – Targovska St.
103 Targovska St., 5500 Lovech
Tel.: 0885 95 35 52
Opening hours:
Mon – Fri: 9:00 – 13:00 and 14:00 – 18:00
Saturday: 9:00 – 13:00
Sunday: closed
Ahtopol shop
8 Sveti Nikola St., 8280 Ahtopol
Tel.: 0888 247 880
Opening hours:
Mon – Fri: 13:00 – 18:00
Saturday and Sunday: 13:00 – 18:00
Can I check whether a product is available in the shop?
Yes – call the relevant shop: Lovech Centre – 0883 72 22 72, Lovech, Targovska St. – 0885 95 35 52, Ahtopol – 0888 247 880.
How can I contact you?
By phone on 0883 72 22 72, by email sorela13@abv.bg, on Facebook or in person at any of our three shops – in Lovech and Ahtopol.