You can contact us by phone at 011 19768373 and 351 8877872 (voice, sms, whatsapp) Monday through Friday from 9 am to 7 pm.

On Saturdays, Sundays and holidays you can email us at , we will reply as soon as possible

STEP 1 - Receipt and processing of orders

The moment the order is successfully completed, the system automatically sends a summary email to the customer and a copy to Paco Pet Shop.

If you do not receive the summary email the order was not sent correctly, so please contact at or by phone at 011 19768373 or by phone, SMS, WhatsApp at 351 8877872.

Orders received correctly and complete with all the necessary data for processing are processed and usually shipped the next business day after sending; in the processing cycle the order of arrival and therefore the assigned number is respected. In the case of payment by bank transfer, the shipment will start as soon as the transferred amount is credited.

In the case of incomplete orders (e.g. missing/wrong shipping address) we will contact the customer by phone or email in order to solve the problem and then ship the order.

The customer will also be contacted promptly if the ordered items are not immediately available or do not meet our shipping quality standards. In this case it will be possible to change the order by phone with one of our operators or wait for the arrival of the chosen items.

In order to ensure fast and accurate service, it is advisable to provide a telephone number where you can be reached easily!

STEP 2 - Shipping by Express Courier.

Outgoing orders are shipped daily from Monday to Friday at 14.00; until this time it is possible, if necessary, to make changes (content, payment method and delivery address). It should be noted that in this case the shipment will require an extra day for delivery.
From the moment they are entrusted to the Express Courier to delivery will pass one or at most two working days depending on the area to be reached, consequently, e.g., an order sent on Monday will be processed on Tuesday and delivered on Wednesday in Milan or Rome and on Thursday in Sardinia or Sicily.

Customers who choose to personally pick up their order at one of the Fermo!Point pickup locations will be contacted by the contracted party as soon as the order is physically available for pickup. The order is shipped by Express Courier to the Fermo!Point indicated by the customer in the order, so delivery times remain unchanged.

STEP 3 - Delivery to the Customer

Delivery of your order takes place within thewhole day, so to avoid as much as possible difficulties or delays it is good to indicate an address where the delivery can be as safe as possible (place of work, friends, relatives) so that our courier can find someone. In case of absence of the recipient, the courier will still leave a notice with a phone number to contact.

It is possible to track the shipment by consulting the data indicated in the shipment email or by calling Customer Service at Number 351 8877872 (calls, sms, whatsapp), Monday through Friday from 9 a.m. to 8 p.m. If the recipient is absent, the courier will attempt to deliver the goods a second time. After that, if the delivery does not happen again, the courier opens a storage case and notifies of the situation. In case the recipient finds a non-delivery notice left by the courier, he/she should take care to follow the instructions on the notice.

Customers who choose to personally pick up their order at one of the Fermo!Point pickup locations will be contacted by the contracted party as soon as the order is physically available for pickup. The order will be available to be recalibrated for 14 days, at the days and times communicated by the contracted point.

STEP 4 - Eventual replacement of goods

In the event that has shipped you a product that is different from what you ordered, has been damaged in transit or is unusable, to request a replacement, simply write, within 3 working days of receipt of the goods, an email to or by phone at 011 19768373 or by SMS, WhatsApp at 351 8877872. indicating:

  • customer's name
  • name or code of the wrong product(s)
  • name or code of the product(s) you wish to have as a replacement

We will send you at our expense a courier to pick up the goods and, at our discretion, we will decide whether to send you a replacement product or refund you by bank transfer or reversal (total or partial) of the transaction made by credit card or Paypal.

In the event that the item is not immediately available, you will be contacted by our Staff who will place in your account a credit corresponding to the value of the merchandise paid, usable for your next order and in any case within 6 months. If you prefer, PacoPetShop will settle the amount by bank transfer to your bank account.

Attention: In the event that the merchandise received matches what you ordered but you want to return or replace it anyway or in the event that the shipped order is not picked up, all expenses related to the replacement and return of the merchandise will be your responsibility. Return shipping charges depend on weight and volume (with a minimum amount of 15 euros including VAT per leg where leg means round trip). Paco reserves the right to charge a higher freight fee based on the volume/weight ratio of the return.

In any case, the goods must be returned intact in every part, unused and in their original packaging.

For all other cases provided for by law, consult the regulations on the RIGHT OF WITHDRAWAL in the Conditions of Sale.