FAQs

Since 2005 we have been creating quality food, designed by our veterinary specialists in animal nutrition.

Frequent Questions

Where we ship to?
In Spain we ship to the whole peninsula and the Balearic Islands. We are currently unable to deliver to Melilla, Ceuta and the Canary Islands. Outside Spain we deliver to Portugal, France and Andorra.

Contact us if you wish to order from any other European country.
When will my order arrive (for orders up to 45 kg)?
Orders will be processed at 4.30 PM, so all the orders arriving before that time will be shipped the same day (but on Fridays that must be received before 1:30 PM) saldrán ese mismo día.Otherwise, they will be shipped the next working day.

In case the payment method os bank transfer theo rder will be processed and shipped only when the payment has been recived in our account.

Orders are prepared exclusively from Monday to Friday, except on public holidays.

En función de su situación geográfica y de las características del pedido, seleccionaremos la agencia de transporte más adecuada.

Para pedidos de hasta 40 kg, el envío se realiza mediante empresa de mensajería, en cuyo caso, el tiempo de tránsito para la entrega en función del destino es:

Península: 24-72 horas
Baleares: 48-72 horas en Mallorca; para el resto de islas un día más.
Portugal: 48-72 horas.
Andorra: 24-48 horas.

En la mayoría de las ocasiones debe contar con el plazo más corto de los indicados.

Los productos se entregan debidamente preparados y embalados, usted recibirá su pedido protegido mediante embalaje de cartón y/o plástico en función de las características del pedido.
What must be the value of the order to get free shipping?
Above this amount, delivery is free of charge: Península: 34,00 € Mallorca: 55,00 € Rest of Baleares: 100,00 € Portugal: 38,00 € Andorra: 34,00 €
How much does shipping cost?
Shipping is free if the amount of the order exceeds 34,00 € in mainland Spain. Otherwise, shipping will have a different cost depending on the destination: 7,00 € for mainland Spain; 10,00 € for Mallorca; 16,00 € for the rest of the Balearic Islands; 10,00 € for Portugal and 10,00 € for Andorra. In the case of Andorra, customs clearance is required, the cost of which, which will be passed on in the amount of the order, is €23.00.
I forgot my password. What can I do?
Under the login panel you will find a link that says "Forgot your password? By clicking there and following the steps, you will receive an email in your inbox with a new password that you can use to access your account.
Is the payment secure? How do I pay?
Fully secure.
We use Servired secure systems. Yor card details are directly sent to your Bank's server where they will be processed with your conformity.
Soan Pet Products S.L has no access to your card details. This system ensures that no one will be able to buy using your card if you have not provided the security codes of teh transaction.

We offer various payment methods, form which you can choos the more convenient for you:
- Payment by credit ocard or debiit card.
- Payment by Paypal. This method entails a surcharge of 2% of the amount of the order.
- Payment by bank deposit or transfer
- Payment cahs against delivery . This method implies a surcharge of 3% of the value of the order with a minimum of 3 €.

We recommend you the payment by card as this is the fastest method since it allows the order to get in delivery immediately,

If you choose the payment by bank transfer you must do it to our account:
CaixaBank ES21-2100-4518-57-2200067417
stating in the concept the order number taht appears on the conformation of the order that you have receivedby e-mail. Only in this way we will be able to identify that the payment has been effected and we can proceed to prepare the order
How to use a discount voucher?
On the shopping cart page you can enter the discount voucher code. The discount will be applied to the content currently in the shopping cart.
When will my order arrive? (for orders over 45 kg)
For orders of 45 kg or more, the shipment is made by a haulage company.
The transit time for delivery in these cases is longer, being approximately 2-5 days depending on the destination. Depending on the quantity of goods to be prepared, orders will be shipped in cardboard boxes or palletised.

In these deliveries, the transport company is NOT obliged to deliver at the door of the home, deliveries are made on the street level.
In any case, we always process orders as urgent, so in the vast majority of cases, the delivery time will be the shortest of those indicated. We do not deliver on weekends or public holidays.
Can I order by phone?
If you prefer to place an order by telephone, we will be pleased to help you on 976 297 124 and 667 678 339.
What are your working hours?
Monday to Thursday from 9 am to 2 pm and from 3:30 pm to 6:30 pm. Friday from 9 am to 2 pm.
Do you offer quantitiy discounts? How to get them?
We offer volume discounts for orders from 70 € (5% discount), 280 € (10% discount) and 560 € (30% discount) in the Vitake range, with the possibility of combining the different references in the same order.
These discounts are automatically calculated by the online shop when adding the products to the cart.

With the Vitake Up! range, we also offer discounts for bulk purchases, with a 5% discount for the purchase of 2 units and a 10% discount from 5 units of the same reference. These are also calculated automatically when you add them to your shopping cart.
How can I check the status of my order?
From your control panel, which you can access by clicking on "my account" in the upper area, you will be able to consult the orders you have placed in the shop and find out the status of your orders.
How to modify my personal data
From the My Account panel, in the "My Details" section, you can modify your personal details, e-mail address, modify your delivery addresses or add new addresses.

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