FAQ – Need a little paw?

To modify your personal information:

1. Log in to your account
2. Click the “My Account” button in the top navigation bar
3. Press the “Account Details” button. In this section you can edit your first name, last name, display name used in comments, and email. You can also change your password by entering your old password and the new one you want
4. You can also, by clicking the “Addresses” button, edit your billing and shipping addresses.

Delivery is broken down into several steps: Preparation, shipping and transit:

• Preparation: You place your order on day A, it will be prepared the following morning between 8AM and 12PM (excluding public holidays and weekends). Some products (less than 10%) are subject to restocking by our distributors / laboratories, which may delay shipping by 24H. Tip: If you place your order before 08:00 on day A, it will be prepared as early as day A between 08:00 and 12:00, but shh, it's a secret.
• Shipping: We work with Colissimo, which has the largest network of delivery drivers in France. Yes, because the delivery person is often your local postwoman/postman. Orders are collected every day from Monday to Friday at 2PM.
• Transit: Colissimo commits to delivery within 48H in France, 11 to 31 days for Overseas territories and 3 to 15 days for international delivery. As for Mondial Relay, allow 72H to 96H in mainland France

These timeframes are theoretical, life is not always smooth sailing of course, which is why we invite you to take precautions with your orders, a little anticipation will help you avoid an interruption in your treatments.

When you are in your customer account (Click on the all-blue figure called "Mon compte"):

• Click on "Commandes";
• In the "Actions" column, click on the "Facture" button next to the desired order;
• A new window opens, on the side panel, click on the drop-down list called "Destination" or "Imprimante" (depending on the browser used) and choose "Enregistrer en PDF", then click on the "Enregistrer" button at the bottom;
• Select the location on your computer/mac/smartphone/minitel/typewriter, rename the file then click "Enregistrer"

And there you go, you have your invoice. Still can't manage it? Send us an email and we'll send it to you without any trouble.

As mentioned before, we may need an additional delay because the quantity in stock in our pharmacy is not sufficient in our dispensary. Or there may be an issue with your address. In this case, we change your order status from "In progress" to "Pending". Here are all the reasons for this status, in full:

• Insufficient stock: Your order contains a product requiring additional supply. We have 80% of the products available for sale in stock at our dispensary. 15% of products are delivered the next day by our distributor. The remaining 5% are laboratory orders requiring an additional delay of up to 7 days.
• Laboratory shortage: This happens, we learn when placing the restocking order that the product is out of stock at the laboratory. This means the stock is depleted both at the distributor and at the laboratory. The product may return immediately (within 7 days) or after several weeks. We will then contact you to offer you a solution:
  • Wait for the product to return
  • Partial refund and shipment of the rest of the order
  • Full refund of the order
• Incorrect, incomplete details, or duplicate order: any of these reasons may cause your order to be changed to pending while we obtain additional information from you.

We recommend contacting us for more information about your order. We will be happy to respond.

Not at all! Every change in your order status leads to a notification. If you don't receive anything, there's a problem:

• Your email address is incorrect: We can never say it enough, but check your details several times so that our exchanges and delivery go smoothly. We cannot guess that your first name is spelled Matieu, Mathieu, Matthieu, Matthew, Matt YEUX, so we cannot act and verify every address.
• Spam or junk mail: We'll never say it enough, but check that emails haven't automatically ended up in the "SPAM" / "Junk mail" folder. Mailboxes don't always know how to tell the difference between a promotional or commercial email
• Your order has not been validated: Order validation on our site is followed within seconds/minutes by a confirmation email. If you haven't received anything, contact us.

You will receive an email from Produits-veto.com when:

• You place an order
• Your order is completed: Completed means for us that the order has been prepared and is ready to be picked up
• Your order has been refunded
• Your order is pending: We are experiencing a delay in preparing your order

Once your order has been picked up, Colissimo takes over and will send you delivery information by email or SMS. We invite you to provide a valid mobile phone number and email address.

We regularly receive this legitimate question from our valued visitors / buyers. Why do product prices change between the start of your visit and placing the order? The reason is a mix of IT and legal factors. When you arrive on Produits-veto.com, the website doesn't necessarily know you, so it relies on your location and your Internet browser's configuration. What does this mean?

• If you are based in the European Union: The prices displayed will be the tax-free prices along with the tax of the country where you are domiciled.
• If you are in the Dom-Tom (French overseas territories) or in the World (outside the EU): prices will be displayed tax-free before an address is provided.
• You have a VPN or an ad blocker browser: That's great, it's a good habit, but it may alter the display of prices on online shopping websites.

Prices are based on the delivery location (not the billing address), so please note that as long as we do not have your address, prices may change if you are in one of the cases mentioned. We reassure you right away, NO we do not speculate on our visitors, and we do not increase prices between two visits like airlines or tourism websites do.

Why is the delivery location taken into account?

Simply because legislation requires it, particularly in Europe. The VAT applied is that of the delivery location, when it falls into the small established categories.

So to help you, in order to make sure you have the final price, choose your products by adding them to the cart, fill in your details, and you will have no more surprises.

We offer plenty of solutions so you feel comfortable with the tools you're used to. Credit cards (Visa, MasterCard, American Express), PayPal and bank transfers (via your banking app). Make sure your payment method is valid before finalising your order. Please note that some payment methods are not accepted in certain countries. Example: Bancontact is not accepted in France, nor is iDeal for that matter. For more information, please visit the page "Secure Payment"

Two things to know:

• First: We have outsourced payment management to a bank that is an expert in this field, LYRA (a French bank, COCORICO).
• Second: WE DO NOT STORE ANY BANKING INFORMATION ABOUT YOU. No, the "Shift" key on your keyboard isn't stuck. We wanted to draw your attention to this information. If the fields fill in automatically on our site, this is linked to your Internet browser (Chrome, Safari, Firefox, Edge, etc.). Our aim is to protect you as much as possible, given that data theft is a widespread practice. So yes, this takes more time, and you'll need to re-enter your card number for each order, but at least your banking details remain your own.

No, you are not committed for life to Produits-veto.com. Long live the newlyweds💍🎉 That's a joke, of course! You can modify or cancel your order as long as it has not been shipped. To do so, contact our customer service as soon as possible. Once the shipment has been made, you will need to follow our return procedure for any modifications (contact us for further information).

Textbook case: you placed an order a bit too quickly and forgot a product? The procedure is as follows:

1. Call us, Christelle or Cécile are available to assist you from Monday to Friday, 9am to 12pm / 2pm to 5pm
2. Give us your order number and your name to let us know about your omission
3. Go back to Produits-veto.com and choose the products you want.
4. And when validating the payment form, select "Retrait en pharmacie de l'Envigne" as the delivery method so you don't pay shipping costs twice.
5. Once payment is confirmed, we will prepare your two orders in the same package as quickly as possible.

If you receive a damaged or incorrect product, contact us within 2 days of receipt with photos of the product and the packaging. We will help you resolve the issue by offering an exchange or a refund.

If you encounter technical difficulties with our website, try refreshing the page (F5 key on your keyboard or the "Refresh" wheel on your browser), clear your browser's cache, or use a different browser (Chrome, Firefox, Edge, Safari, etc.). If the problem persists, contact our customer service for assistance. We can reassure you right away: if you validated your order confirmation form twice and are worried about a double charge, don't worry. Call us or send us an email straight away. We will check whether your order was validated correctly or whether there are two orders for the same need. In this case, we will refund the duplicate order within 24 hours.

As you have seen on Produits-veto.com, we work every day to offer you very attractive prices, among the lowest on the market. However, we remain open to discussions with breeders, stables, stud farms, GDSA or other professionals wishing to set up an annual partnership.