Frequently asked questions
Honest answers about orders, sources and returns.
Orders & delivery
What you need to know when you place an order: checkout, courier, parcel tracking.
How do I place an order?
How do I place an order?
Add the products to your cart, go to checkout and fill in your delivery details. You pay by card (Visa, Mastercard), Apple Pay, Google Pay, or cash on delivery. You get an email confirmation right away. Orders placed before 2:00 pm are handed to the courier the same day. The parcel arrives in 2 working days.
How much does delivery cost?
How much does delivery cost?
Orders from 250 lei up: free delivery.
Orders under 250 lei: 25 lei for shipping.
It costs the same however you pay: paying on delivery costs nothing extra. We ship with FAN Courier.
How soon does the parcel arrive?
How soon does the parcel arrive?
Orders placed before 2:00 pm are handed to the courier the same day. The parcel arrives in 2 working days.
How do I track my order?
How do I track my order?
Orders placed before 2:00 pm are handed to the courier the same day. The parcel arrives in 2 working days. You get the courier's tracking link by email as soon as the parcel ships. Optionally, you can turn on SMS notifications at checkout. You get an update at every status change: in transit, out for delivery, delivered.
Payment
Card, Apple Pay, Google Pay, cash on delivery (the options at checkout).
Which payment methods do you accept?
Which payment methods do you accept?
Bank card (Visa, Mastercard, Maestro), Apple Pay, Google Pay, plus cash on delivery. All online payments are processed through Shopify Payments: card details encrypted, PCI-DSS compliant, and we don't store them.
Can I pay cash on delivery?
Can I pay cash on delivery?
Yes, and it costs nothing extra. You choose cash on delivery at checkout, and shipping stays the same: 25 lei on orders under 250 lei, free from 250 lei up.
The courier collects the parcel value in cash or, where they carry a mobile card terminal, by card. On big orders card is simpler, so you don't have to carry cash.
Do I get an invoice?
Do I get an invoice?
Yes. Once your order is confirmed, the invoice is generated automatically and you receive it as a PDF by email within 24 hours. For companies: fill in the VAT number in the “Company” field at checkout; for individuals: the invoice is issued to the name on your delivery form. For changes, write to us at contact@petique.ro.
Returns & exchanges
14 days for an unopened product. Simple rules, no paperwork.
How long do I have to return something?
How long do I have to return something?
14 days from receiving the parcel, counted from the date the courier confirms delivery. To be accepted, the product must be unopened, in its original packaging, with no signs of handling. The money is refunded within 5–7 working days after we receive the parcel.
How do I start a return?
How do I start a return?
There are three ways:
- The withdrawal form on the site: the simplest one, you get the confirmation by email.
- An email to contact@petique.ro, with your order number and the product you want to return.
- The standard form (Annex B), filled in and attached to an email.
Once you let us know, you get the return address and the instructions within 24 working hours at the most.
You bear the courier cost for the return, provided the product is unopened and there's nothing wrong with the parcel you received. If the product reaches us faulty or not as described, we bear the return charge.
What if the product isn’t as described?
What if the product isn’t as described?
Write to us at contact@petique.ro with photos of the product and the packaging, within 14 days of receipt. We cover every case: parcel damaged in transit, wrong product, torn packaging, abnormal smell or appearance. We replace the product free of charge or refund you in full, plus the courier charge. Your choice.
Sources & ingredients
How we choose, why we say NO to 90%, what you find on the label.
What does curated mean?
What does curated mean?
It means we select, we don’t manufacture. We are not a producer and we don’t rebrand other people’s products. Petique is a boutique that assesses products from several verified producers and decides what reaches the catalogue. Our filter is simple: would we give it to our own dog? If the answer isn’t “yes” without hesitation, the product doesn’t get in.
How does the 90% rule work?
How does the 90% rule work?
Out of 100 products we assess (labels, ingredients, producers, processing conditions), fewer than 10 make it onto the site. The rest stay where we found them. The most frequent reasons for rejection: lists that are too long (over 5 ingredients), synthetic additives, vague ingredients (“meat derivatives”, unspecified “natural flavourings”), provenance with no traceability.
Which ingredients do you exclude?
Which ingredients do you exclude?
We exclude completely:
- Synthetic preservatives (BHA, BHT, sodium nitrite, propylene glycol)
- Artificial colourings (any E1xx)
- Artificial flavourings and unspecified “natural flavourings”
- Meat derivatives with no declared origin (e.g. generic “meat meal”)
- Cereals as the main filler (maize, wheat) in treats
- Hidden sugars (glucose syrup, added fructose, molasses)
- Soy (less well tolerated by dogs)
What does single-ingredient mean?
What does single-ingredient mean?
A product with a single ingredient declared on the label. For example: 100% deer antler (nothing else: no salt, no preservative, no colouring). Or 100% fish skin, cold-dried. Single-ingredient = total control over what your dog eats, easy to pin down if allergies appear, and our gold standard for chewing products.
How do I read the label on a treat?
How do I read the label on a treat?
4 things to check, in order:
- The ingredient list: the first 3 ingredients make up ~70-80% of the product; if the first is “cereals”, it's a cheap snack, not a quality treat.
- The names of the ingredients: concrete (beef) against vague (animal derivatives). Vague = avoid.
- The origin: is it declared on the pack (country, region)? If it says only a general “EU”, that's ambiguous.
- Processing: cold-dried (keeps the nutrients) against high-temperature drying (degrades them).
Why are Petique products more expensive than mass-market ones?
Why are Petique products more expensive than mass-market ones?
Three concrete reasons:
- Sourcing: small producers with full traceability cost more than industrial factories using commodity ingredients.
- A short list: a product with 2 real ingredients is more expensive per gram than one with 15 ingredients where most of it is filler.
- Processing: cold drying or drying at low temperatures takes time and energy, but keeps the nutrients; fast industrial drying is cheap but destroys the proteins.
Per day of chewing, the price-to-quality ratio is often better. A deer antler at 40 lei lasts 2-3 weeks; 5 bags of generic treats at the same price last a week and nourish nothing.
Allergies & the dog profile
The dog profile flags products that don't fit and keeps them out of your personalised selection.
What is the dog profile?
What is the dog profile?
A mini-profile in 90 seconds: size, age, known allergies, plus 2 dietary preferences. In the catalogue, products containing an allergen from the profile stay visible, with the marker “Contains [allergen]” on the product page. In the personalised selection on the profile page, those products are left out.
You can fill in the profile without an account; we keep it locally on your device. If you're signed in, we save it in your Petique account so you can find it again on mobile and desktop.
How do I check allergies?
How do I check allergies?
We distinguish two categories, each with different logic:
Confirmed medical allergies (a veterinary diagnosis). You add to the profile what has been identified (chicken, beef, cereals, dairy, fish, soy, egg). In the catalogue, products containing an allergen from the profile stay visible, with the marker “Contains [allergen]” on the product page. In the personalised selection on the profile page, those products are left out.
Dietary preferences (no diagnosis, just your own avoidances). You add “avoid pork” or “avoid lamb”. The products stay visible with a caution marker. The final decision is yours.
On every product page, the “Ingredients” section shows the full list declared by the producer. For rare allergens not listed, write to us at contact@petique.ro. We check them individually.
Where is the profile data stored?
Where is the profile data stored?
It depends on whether you're signed in. Without an account, the profile stays local to the device you filled it in on. When you're signed in, we save it securely in your Petique account, in your customer data, so you can find it again on mobile and desktop.
- Control: you can edit or delete it at any time from the Dog profile page.
- Syncing: the account becomes the primary source when you're signed in.
- Backup: if syncing is temporarily unavailable, the profile stays saved on the device and we retry later.
We don't save card details or passwords in the dog profile. Information about allergies is used for compatibility and doesn't replace your vet's advice.
Supplements
When they make sense, when they don't, and how to dose them properly.
How do I choose the right supplement?
How do I choose the right supplement?
Supplements aren't compulsory. A healthy dog on a complete diet rarely needs them. We use them when there's a specific reason:
- Fish oil (omega-3): dogs with a dry coat, irritated skin, stiff joints.
- Hempseed / hemp: natural support for calm moments.
- Glucosamine / chondroitin: senior dogs with diagnosed joint problems.
- Probiotics: after antibiotics, diet changes, digestive episodes.
Talk to your vet before any prolonged supplementation. If you aren't sure, better to skip it than overdo it.
How do I dose it?
How do I dose it?
The recommended dose is printed on each supplement's packaging, calculated per kilogram of body weight. Read the producer's instructions. There's no universally valid dosage. Start with the minimum recommended amount, watch your dog's response over 7-10 days, then adjust if needed. Never exceed the maximum printed dose. Overdosing, especially on Vitamin D or minerals, can be toxic.
VAT & invoicing
Individual or company: all the tax details.
Which VAT rate applies?
Which VAT rate applies?
Food products for animals qualify for the reduced VAT rate, 11%: treats, edible supplements, toppers.
Accessories (collars, leashes, harnesses, toys) carry the standard rate, 21%.
On the invoice you see, broken down per product, which VAT was applied. The prices shown on the site include VAT (VAT isn't added at checkout: you see exactly what you pay).
eMAG marketplace
Our presence on eMAG: the same catalogue, identical terms.
You sell on eMAG too. Are the products the same?
You sell on eMAG too. Are the products the same?
Yes, the same catalogue, the same quality, the same producers. eMAG is a second sales channel, for customers who prefer to buy from the platform they're used to, with their own eMAG account.
Practical differences:
- Price: on petique.ro prices are 5-10% lower (eMAG charges a listing commission of 12-15% that we can't fully absorb).
- Promotions: the welcome code BUNVENIT10 (-10% on your first order) works only on petique.ro.
- Delivery: both platforms deliver with the same courier; eMAG can use easybox lockers, petique.ro delivers to your address only.
- Returns: on eMAG you follow their procedure; on petique.ro write to us directly at contact@petique.ro.
We recommend petique.ro for the better price plus dealing with us directly.
GDPR and personal data
What data we keep, how we use it, how you delete it.
What data do you save about me?
What data do you save about me?
Strictly what's needed to process the order and to meet tax obligations:
- Delivery details: name, phone, address (kept 5 years under Romanian tax legislation).
- Email: for order confirmation, delivery tracking and the newsletter (if you subscribe).
- Order history: what you bought, when, the value (5 years).
- Technical cookies: cart session (auto-deleted), dog profile localStorage (on your device (and in your Petique account, if you're signed in), see the question “Where is the profile data saved”).
We don't save: card details (processed by Shopify Payments, PCI-DSS encrypted), biometric data, GPS location, your browsing on other sites.
We don't share data with third parties for marketing. We use only operational providers (Shopify, couriers, Klaviyo for the newsletter), all with signed GDPR agreements.
How do I unsubscribe / delete my account?
How do I unsubscribe / delete my account?
Unsubscribing from the newsletter: click the “Unsubscribe” link in any email you receive, or write to us at contact@petique.ro.
Complete data erasure: send a request to contact@petique.ro with the subject “GDPR data erasure” plus the email you use for orders. We delete your data from all systems within 30 days at most, subject to the exceptions provided by law, with one exception: billing data is kept for 5 years under Romanian tax legislation (mandatory, we can't delete it sooner).
You receive written confirmation once the deletion is complete.
Contact
How to contact us: email, form, reply time.
How do I contact you?
How do I contact you?
Email: contact@petique.ro. We answer within 24 working hours (Monday to Friday).
For urgent questions about an order in progress (delivery, return, fault), mention the order number in the subject. We answer faster.
We don't have phone support. We prefer email because it lets us check the orders, attach information and answer correctly (not from memory). That's also why the answers are detailed rather than rushed.
