ACCOUNT

HOW DO I CREATE AN ACCOUNT ON THE NEW PETS ON THE BLOCK WEBSHOP?
Having an account offers many advantages: from a fast order completion, always having access to your order history, to being the first one to receive special offers.

Creating an account at NEW PETS ON THE BLOCK is easy, just click on the register button at MY ACCOUNT. You will find this at the bottom left of the homepage of our webshop. When you press this button, you can create an account by filling in your first and last name, email address, and password. You will receive a confirmation email, which you can use to sign in on the webshop.

DO I NEED AN ACCOUNT TO PLACE AN ORDER?
Do you prefer placing an order without creating an account? No problem! You can easily place an order by leaving your address information and email address, and your order will be delivered as soon as possible.

HOW DO I CHECK THE STATUS OF MY ORDER?
Did you place an order by creating an account, and would you like to check the status of your order? Please visit MY ACCOUNT.

DO I NEED AN ACCOUNT TO CHECK THE STATUS OF MY ORDER?
Yes, you do. However, if you don't have an account, you can send us an email with your order details and we will provide you the tracking number.

HOW CAN I SIGN IN ON THE WEBSHOP?
You can sign in by clicking on MY ACCOUNT. You will find this at the bottom left of the homepage of our webshop.

HOW DO I SIGN UP FOR THE NEWSLETTER?
If you don't want to miss out on any of our great promotions or news, don't forget to sign up for our newsletter! At the middle and bottom right of the homepage of the webshop, you can fill in your email address in the newsletter sign-up space, and click on Subscribe.

After that, you’ll receive an email with an activation link that you need to confirm. After you've confirmed your subscription, you'll always stay up-to-date with all NEW PETS ON THE BLOCK news and promotions.

PAYMENT METHODS

HOW CAN I PAY?

We accept:

iDEAL
Paypal
Apple Pay
Android Pay
Visa
Eurocard/Mastercard
Maestro
AMEX
Bancontact
SOFORT and many more

We use Stripe, Mollie and Paypal payment services for our transactions worldwide. These leading Payment Service Providers handle your details direct and safe. This page is located on a separate secure server that will handle your information with the highest confidentiality and accountability.

SOLD OUT ITEMS

HOW IS IT POSSIBLE THAT AN ARTICLE I ADDED TO MY SHOPPING BAG, WAS SUDDENLY SOLD OUT WHEN I CAME TO THE CHECKOUT?
The moment you add an article to your shopping bag, it will be reserved for you. Unfortunately, there is a slight possibility that another customer buys the last article before you have arrived at the checkout. You can always get in touch with our customer service team about the availability of an article, and they will check this for you.

I RECEIVED AN EMAIL ABOUT AN ARTICLE NOT BEING IN STOCK, AFTER COMPLETING MY ORDER. HOW IS THAT POSSIBLE?
Sometimes, whilst we are putting your package together, it comes to our attention that some items you ordered are out of stock. This can happen when someone else orders the last item just moments before you did. Our stock levels are unable to make this notice within such a short period, and you were able to buy an article that was actually no longer in stock. Of course, we will make sure the amount you paid is refunded as quickly as possible.

WILL ITEMS THAT ARE SOLD OUT ON THE WEBSITE BE RESTOCKED?
We replenish our stock in the NEW PETS ON THE BLOCK webshop several times a month. In many cases, it is indeed possible that an item will be restocked after it has been sold out. We advise you to contact us at bark@newpetsontheblock.com in case you wish to inquire about the availability of a specific item.

SIZING

I AM NOT SURE ABOUT THE RIGHT ACCESSORY SIZE FOR MY PET, WHAT CAN I DO?
If you're not sure about what size your pet needs, please have a look at our FITTING ROOM. Here you can find a lot of useful tips on how to find the size and shape that is perfect for your pet. If you are still not sure or in doubt, please CONTACT us and we will be happy to help.

COUPON CODES

I RECEIVED A COUPON CODE, HOW DO I USE THIS?
To use a coupon code, you can fill in the code in the checkout under Discount. It is best to copy and paste the code so that no mistakes can be made with capital letters or spaces. After this, click the Apply button. Your discount will be immediately calculated and you can finish completing your order.
Coupon codes can only be used once, so please make sure to complete your order once you have added the coupon. If you don't, the coupon will no longer be valid when you try again.

THE COUPON CODE DOES NOT WORK, WHAT DO I DO?

A situation might occur where a coupon code does not work. Our advice is to first read the conditions: is the coupon valid on the products you're trying to purchase, look at the validation date or maybe check if you're using the right spelling. If you passed all of these, but the coupon code still does not work, please contact our customer service before completing the order. Our customer service team is available from Monday – Friday 9.00 am – 6 pm (GMT +1) on +31 (0)20 337 5332, chat or via bark@newpetsontheblock.com.

If you are not able to reach us outside office hours, please do not continue completing your order. We are not able to apply any discounts or promotions to your order after it has been completed. Please get in touch with our customer service before completing your order, and we will get back to you during our office hours to find a proper solution.

DELIVERY COURIER

WHICH COURIER DO YOU USE FOR YOUR DELIVERIES?
Worldwide we use DHL to deliver all of our packages.

DELIVERY

DO YOU SHIP INTERNATIONALLY?

Yes, we ship anywhere and everywhere. Exceptions may, however, apply depending on the current economic and political situation of a certain country.

And if you live and order from outside the EU, no sales taxes (21%) are applied. This happens automatically.

HOW WILL MY PACKAGE BE SENT?
You will receive your order via registered delivery, meaning you are required to sign for delivery before receiving the package. On top of it, you will be able to track the status of your order with a Track & Trace code.

SHIPPING COSTS

WHAT ARE THE SHIPPING COSTS?
We use a flat rate for all orders, no matter the size of the order***.

Location	Shipping cost	FREE shipping over an order value of***
Within Netherlands	€ 5,95	€ 100
European Union (zone 1*)	€ 10,95	€ 225
European Union (zone 2**)	€ 19,95	€ 225
U.S.A. and Japan	€ 26,95	€ 225
Rest of the world ****	€ 31,95	€ 225

* European Union (zone 1*)

Belgium, France, Germany, Great Britain, Luxembourg

** European Union (zone 2**)

Austria, Denmark, Italy, Vatican city, Spain, Sweden, Bulgaria, Czech Republic, Finland, Greece, Ireland, Latvia, Norway, Poland, Romania, Portugal (incl. Azores and Madeira), Slovakia, Slovenia, Switzerland, Hungary, Estland, Croatia, Lithuania.

**** Rest of the world

Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barb, Argentina, Armenia, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize , Benin, Bhutan, Bolivia, Bonaire, Bosnia & Herz., Botswana, Brazil, British Virgin Islands, Brunei, Burkina Faso, Burundi, Bermuda, Cambodia, Canada, Canary Islands, Central-africa, Chili, China, Colombia, Comoros, Congo, Cook Islands, Costa Rica, Cuba, Curaçao, Cyprus, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equat. Guinea, Eritrea, Ethiopia, Falkland Islands, Faroe Islands , Fiji, Filipines, French Polynesia, French-guiana, Gabon, Gambia, Georgia, Ghana, Gibraltar, Grenada, Greenland, Guadeloupe, Guam, Guatemala, Guernsey, Guinee, Guinee-bissau, Guyana, Haiti, Honduras, Hong Kong, Iceland, India, Indonesia, Irak, Iran, Israël, Ivory Coast, Jamaica, Jemen, Jersey, Jordan, Cayman Island, Cape Verde, Cameroon, Kazakhstan, Kenia, Kyrgyzstan, Kiribati, Kuwait , Kosovo, Laos, Lesotho, Lebanon, Liberia, Libya, Liechtenstein, Macao, Macedonia, Madagascar, Malawi, Maldives, Malaysia, Mali, Malta, Marokko, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia , Moldova, Monaco, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar, Namibia , Nauru, Nepal, Nevis, Nicaragua, New-caledonia, New-zealand, Nigeria, Niue, Uganda, Ukraine, Uzbekistan, Oman, East Timor, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Puerto Rico, Qatar, Republic of Congo, Republic of Niger, Reunion, Russia, Rwanda, Saint Lucia, Saint Vincent, Saipan, Samoa , San Marino, Saoedi-arabië , Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Sint Martin, Sudan, Solomon Islands, Somaliland, Somalia, Sri Lanka, St Eustatius, St. Barthelemy, St. Helena, St. Kitts, Surinam, Swaziland, Syria, São Tomé & Principe, Tajikistan, Taiwan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tob., Chad, Tunisia, Turkey, Turks and Caicos, Tuvalu, Uruguay, American Virgin Islands, United Arab Emirates, Vanuatu , Venezuela, Vietnam, Belarus, Zambia, Zimbabwe, South Sudan, South-Afrika, South-Korea.

*** Exception free shipping

Flat rate is not applicable to dog/cat beds/islands and pillows. Please contact us to provide you with the shipping estimate.

Free shipping is a complimentary offer we provide to our clients. When other complimentary offers are provided such as free gift, free shipping does not apply.

WILL I HAVE TO PAY ANY IMPORT DUTIES (CUSTOMS) ON MY ORDER?
Your order will be shipped from The Netherlands, so please be advised that orders placed outside the European Union are likely to incur customs charges when they reach their destination. These charges must be paid by the recipient of the parcel.

We have no control over these charges and are not able to tell you what the cost would be, as customs policies and import duties vary widely from country to country. It's a good idea to contact your local customs office for current charges before you order, so you're not surprised by charges you weren't expecting.

SHIPPING TIME

HOW LONG WILL IT TAKE BEFORE I RECEIVE MY ORDER?

We always try to process and ship your order as quickly as possible. Generally, on weekdays, we pack and ship your item the same day, but always within a maximum of three days.

If you place your order before 2 PM (CET) on a working day, your order will be most likely processed and shipped on the same day. All orders placed after 2 PM (CET) will be shipped the next working day. In exceptional cases or due to (Dutch national) holidays, the shipping time may vary.

Orders delivered in The Netherlands with DHL can also be delivered during the weekend on Saturdays.

Location	Estimated shipping time
Netherlands	1 business day
European Union (zone 1*)	2 - 3 business days
European Union (zone 2**)	1 business day
United States, Japan	2 - 3 business days
Rest of the world	2 - 3 business days

DELIVERY ATTEMPTS

WHAT HAPPENS IF I AM NOT HOME WHEN MY SHIPMENT IS DELIVERED?

When you're not at home at the time of your delivery, you can reschedule your delivery via the website of DHL or via their app before 10:00 PM the same day. To do this you need the tracking code for your delivery. If you reschedule your delivery, DHL will try to do a delivery on the day and location of your choice on the next working day.

If again the package cannot be delivered, the delivery man will leave you a note and will drop off the package at a DHL parcel shop. Use the note you've received to check the delivery address of your package via the app or website of DHL. You can pick up your package after 3:00 PM the next day with a valid ID card. If your package hasn't been picked up after two weeks it will be returned to us.

DELIVERY OPTIONS

CAN I CHANGE MY ADDRESS AFTER THE PACKAGE HAS BEEN SHIPPED?
Did you receive a shipment confirmation, but noticed that your address isn't correct?
NEW PETS ON THE BLOCK cannot make any adjustments to your order once it has been shipped, but DHL can. Once you've received your shipment confirmation you have until 10:00 pm that day to make adjustments to your address. You can do this by using your tracking code on the app or website of DHL Express or DHL Parcel ). You can find the tracking code in your shipment confirmation mail or in your account.

DO YOU DELIVER TO PO BOX ADDRESSES?
Unfortunately, we do not deliver to PO Box addresses.

ORDER TRACKING

HOW DO I CHECK THE STATUS OF MY ORDER?
Did you place an order by creating an account, and would you like to check the status of your order? Please visit MY ACCOUNT.

DO I NEED AN ACCOUNT TO CHECK THE STATUS OF MY ORDER?
Yes, you do. However, if you don't have an account you can send us an email with your order details and we will provide you the tracking number.

HOW CAN I SIGN IN ON THE WEBSHOP?
You can sign in by clicking on MY ACCOUNT. You will find this at the bottom left of the homepage of our webshop.

EXCHANGES

CAN I EXCHANGE A PRODUCT?
Sometimes it happens that the size you ordered doesn’t fit for your pet, so you would like to receive a different size. However, we don’t offer exchanges right now.

However, you can return your item to us for a refund, and then place a new order to get the item of your choice.

RETURNS

CAN I RETURN A PRODUCT?

The best pet accessory for your pooch is the one that inspires you and makes your pooch feel most safe and comfortable (regardless of cost or functionality!). We always aim to provide you with the best possible quality and service, however it can happen that the item you received looks different than you expected.

In case an item doesn’t meet your expectations, you may return it at your own expense within 14 days starting from the day you received your order. If you live in the European Union and the complete order is returned, you have right for the refund of the delivery charges as well.

If you want to return an item please follow the instructions below (HOW DO I RETURN A PRODUCT). The item must be returned within 14 days counted from the day you informed us about the return.

In case you received a complimentary gift next to your order and you decide to return your order or part of it, the complimentary gift must be returned as well. In case you fail to return the complimentary gift, the Recommended Retail Price value will be deducted from your order value.

After we received the returned item a refund will be arranged within 14 days (counted from the day we received the returned item).

RECEIVED A FAULTY ITEM?
We're sorry to hear that, please CONTACT US for more details of the issue within 14 days of receiving your order.

HOW DO I RETURN A PRODUCT?
The returned products must be in their original condition, have not been damaged, washed, altered or worn and include the original packaging and any related accessories or instruction books.

Toys, treats and chew toys must for hygienic reasons be returned unused and in their unopened, original packing with the label and price tag attached. If not, they cannot be returned. Gift-wrapping cannot be returned.

If a returned product doesn’t meet the above-mentioned standards, we may refuse it.

Please follow the steps below for returning your parcel to us:

Re-pack the tagged and labeled item in a secure package
Download and fill in the Return Form
Send us the filled in Return Form by e-mail
In return, we will send you a packing slip with all relevant information (please note that this is not a pre-paid return)
Add the Packing Slip, Return Form an copy of the Invoice to the package.
We would like to emphasize that it is your own responsibility to send the package to the address mentioned on the Return Form. We advise you to retain a “Proof of Postage” until your refund has been processed.
Alternatively, all goods can be returned to the following address:

NEW PETS ON THE BLOCK
Attn.: returns & exchanges
George Gerswinlaan 385
1015 LW Amsterdam
The Netherlands

WHAT KIND OF WARRANTY DOES NEW PETS ON THE BLOCK OFFER?
There is a legal warranty applicable to every product purchased in the NEW PETS ON THE BLOCK webshop, meaning you can derive certain rights on the product. E.g. you should be able to use the product for an amount of time without having any manufacturing problems.

The NEW PETS ON THE BLOCK webshop offers a 6-month warranty period as of the date of purchase on defects such as hardware failure.

Damages due to inappropriate usage (exposure to water, chewing or anything else that can compromise the quality of the product) do not fall under the provided warranty of NEW PETS ON THE BLOCK.

I HAVE A COMPLAINT ABOUT MY PURCHASE. WHAT DO I DO?

Are you dissatisfied with the quality of your purchase, or do you have any other complaints or questions? Please let us know by emailing us to bark@newpetsontheblock.com.

You can also contact us by phone from Monday – Friday 9.00 am – 6 pm (GMT +1) on +31 (0)20 337 5332, chat or via bark@newpetsontheblock.com. We speak English and Dutch.

REFUNDS

HOW LONG WILL IT TAKE BEFORE I RECEIVE MY MONEY BACK?
We try to process your refund as quickly as possible, but please note that it may take up to 14 days to process a refund for a return (counted from the day we received the returned item).

The refund will be given by the same method you used to make the purchase. The processing time varies between card issuers and unfortunately, we're unable to influence this.

WILL THE SHIPPING COST BE REFUNDED UPON RETURNING MY ORDER?
At this moment we don't refund shipping cost upon returning an order.