What are the shipping costs?
Free shipping for Spain peninsula.
The shipping cost to Baleares with Correos Express is free.
Shipping costs to Canary Islands are 5,95 €.
For shipments to the Canary Islands VAT will not be charged and the customer must pay upon receipt of the order the corresponding canaries taxes (IGIC 3% AIEM 5% of the total order) and the DUA tax (between 12 and 20 euros depending on the carrier).
Portugal has free shippings costs for orders of more than 30€ VAT included.
Shipments to Germany, France, Italia, Belgium, Germany, Luxembourg, Austria and Netherlands have a shipping cost of € 5.95 for orders of up to 5kg.
*Islands of France and Italy have different shipping costs.
What areas do you deliver to?
We ship orders all over Spain, Portugal, France, Italy, Germany, Belgium, Luxembourg, Netherlands and Austria.
What is the delivery period?
The delivery period is 48 to 72 hours after dispatch has been confirmed for Spain and Portugal.
The delivery period for rest Europe is 3 to 5 days after dispatch has been confirmed.
How are the products shipped?
To ensure your complete satisfaction we only use specialised companies. Your order will be appropriately packed before shipment to ensure it arrives in perfect condition.
Are all the products available?
In principle, all the products in our shop are available. Nevertheless, please bear in mind that on occasion some items may be out-of-stock. In the event the product you want is out-of-stock when you place your order and we have not had the opportunity to update this information, we will contact you immediately to offer a similar product or refund the corresponding amount in the manner you consider most convenient.
Can I send my order to someone as a gift?
We can send the gift to your address or directly to the address of the person receiving the gift.
Where are your products sent from?
All our products are shipped from our head office located in Vizmalo (Burgos).
Can I choose a delivery time?
No, unfortunately this depends on the shipping company. Nevertheless, this is not a cause for concern, the driver will get in touch with you and offer you the best option for delivery.
What is the delivery schedule?
The driver will contact you if you are not at the address indicated in the order to set up a delivery time.
What happens if I am not there when the order arrives?
In the event the driver attempts to deliver the package and nobody is home, they will either call you or leave a notification to show that they tried to deliver the package. Please contact the shipping company as soon as possible by calling the telephone number that appears on the notification to arrange another delivery. Should you have any problem, please remember that you can contact us at firstname.lastname@example.org.
What happens if the product is damaged when it arrives?
If one or more of the products has been damaged during shipment, please inform the delivery company when the package is handed over to you. We will then replace the damaged item or refund the amount you paid for this product.
Should this occur please contact us by sending an e-mail to email@example.com or by calling 94.756.80.01 within no more than 7 calendar days after the day the product was delivered clearly stating the problem or the reason you wish to return this. Please remember that if you want to return a product or have one replaced, it is essential you contact us beforehand. No changes or returns will be accepted, if we have not been informed about this previously.
N.B.: It is important you check the condition of the items you purchased the moment they are delivered to you. If you notice any damage presumably caused during shipment, make a note of this on the delivery form when signing this
What happens if the contents of the package are not correct?
If one or more of the products you receive were not the ones you ordered, we will send you the correct products or refund the corresponding amount. In this case, the company will bear all the extra shipping costs that may arise provided that the product has not been used, altered or manipulated in any way.
Should this occur please contact us by sending an e-mail to firstname.lastname@example.org or by calling +34 947 568001 within no more than 7 calendar days after the day the product was delivered clearly stating the problem or the reason you wish to return this. No changes or returns will be accepted, if we have not been informed about this previously.
What happens if iwant to return the product?
If your dog doesn't like AltuDog, you may return the product in its original packaging with all accessories, assuming AltuDog costs of shipping that are generated by the delivery of the product and the return of the same. The refund of the purchase shall be made once the status of the goods and with the same payment method used for the payment of the order has been proven.
If you want to send the merchandise by a company of transport of your choice, it should always be sent with postage paid according to their rates. All returns of products along with their original packaging should be sent to the following address:
AltuDog S.L.U. Finca Santa Rosalía s/n, 34260 Vizmalo (Burgos) SPAIN