You can contact us by phone via WhatsApp at 351 8877872 Monday through Friday from 9:30 am to 6:30 pm.

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

Need more info? below are answers to frequently asked questions

Do you ship to my area?

  • Shipments are made throughout Italy. To stay informed of updates, visit the Shipping and Delivery section

When will you ship my order?

  • All orders are shipped within the second business day of receipt. For Bank Transfer payments, the time starts upon receipt of payment.

What is the delivery time?

  • It is not possible to know the exact delivery time on your area. Usually the courier company delivers in one or two days but longer times may also occur. See the Shipping and Delivery page.

I did not receive order confirmation email, how come?

  • The order confirmation email is AUTOMATICALLY sent when the order is closed. Please check that you have registered with a correct email and check in the SPAM/PROMOTIONS/OFFERS/UNEXPECTED MAIL section of your inbox. If after these checks you did not find the order confirmation email, please contact us.

I did not receive the email with the tracking, how come?

  • If you have not received the email with the tracking, it is likely that your order has not yet been shipped. If you find the indication SHIPPED in the Order History present in your account, please check in the SPAM/PROMOTIONS/OFFERS/UNEXPECTED MAIL section of your inbox. If after these checks you did not find the order confirmation email, contact us.


How do I activate the PacoCard?
The PacoCard is Paco's virtual loyalty card that is automatically activated when you sign up on the site.

How does the PacoCard discount program work?
The Paco Card program rewards your loyalty! Take double advantage of your purchases: order food and accessories for your pets and collect points to receive discounts. For every euro spent, one point will be accumulated on your PacoCard.

What can I do with Paco Card points?

It is possible to turn points into coupons that can be used on subsequent orders.

Where do I find the code to activate the discount chosen as a Pacocard reward?

The discount code is not issued in paper form.
You can find the discount code within your account under "MY VOUCHERS."
The code will be visible on the cart summary page. You will simply click on the ADD button and the system will calculate the discount.

Can I receive the amount of points in cash?
No, points cannot be turned into cash, only into vouchers.

When do points expire?
Points are valid for one calendar year. In order not to lose the accumulated points you can turn them into a discount voucher, the generated discount voucher will be valid for one year from the time it is generated.


Who should I contact if I have a specific question about a product?
You can contact us online using the contact form. You will receive an answer to your question from our staff as soon as possible.
You can also contact us by phone, text message, WhatsApp and Telegram at 3518877872 Monday through Friday from 9:30 a.m. to 6:30 p.m.; or by email at

What does the "notify me" icon mean?

It means that the item you wish to purchase is currently out of stock. Click on the icon, enter your e-mail address to receive an e-mail notification as soon as the product becomes available to order again.

The product I want is not currently available. When will it arrive?
If a product is out of stock, usually restocking times are 7-10 days. You can click on the NOTICE ME button and enter your email to be notified by email as soon as the product is available again.

The product I want is currently out of stock. Can I still order it?
If the product you need is temporarily out of stock it cannot be ordered or reserved, this is because to give you better service we can only purchase products that are in stock.
We advise you to click on the NOTICE ME button on the side of the item and enter your e-mail address. As soon as the item is back in stock you will be notified by e-mail.


What is the Paco Pet Shop newsletter?
It is an e-mail with which you will be periodically updated on our best offers of the moment, new items in our assortment, and lots of useful content for your Pet

How can I be informed about your special offers?
You can keep up to date by subscribing to our newsetter. We will send you a regular business email with all the latest offers and news. The mailing containing special offers is usually sent weekly.
If you are new to Paco you can sign up for the offers mailing when you register on the site.

How can I unsubscribe from the newsletter?
You can unsubscribe from Paco's mailing at any time by sending us an e-mail, or through the unsubscribe link in each of our newsletters.


Can I give a different shipping address than the billing address?
Yes. Your order can be delivered to the address of your choice, such as your office address. You can manage your addresses directly from your account under MY ADDRESSES. You can enter multiple addresses and select the one you need when ordering.

I received a defective item. What should I do?
If so, please contact us online using the contact form or via sms or WhatsApp at 351 8877872. We will still ask you to send an email to

My order is listed as "in preparation."What does it mean?
An order "in processing" is an order duly concluded by the customer and received by pacopetshop, which is taking care of its preparation. The next step is shipping.

Which courier company do you use?
We use the service of our trusted express couriers, we usually entrust shipments to BRT, but we also use other partners.

Will you inform me when the order will be shipped?
Yes, as soon as the goods are dispatched from our warehouse you will receive a shipping confirmation via email that will also inform you of the number and ID code of the packages shipped.
You can also follow the updates within your account by clicking on the DETAILS of the order in question or by clicking on the links contained in the email you will receive.

Is there a minimum or maximum order value?
There is no minimum order value, but if the order is less than 79 euros, shipping costs are counted (for a maximum of 7.90 euros)

I have placed my order and have not yet received shipping notification. What should I do?
Orders are shipped within 24 hours (Saturdays, Sundays and holidays excluded), if they have already passed you can report the delay using the contact form.
Our team will check the status of your order.

The delivery made is incomplete. What should I do?
It may happen that packages of your order are shipped on different days (we will still notify you if partial shipments are made). Make sure that you have received all the packages listed in the shipment confirmation message. If delivery is incomplete please contact us online using the contact form.

How much does shipping cost?
All prices of our products include VAT. In the case of orders worth more than 79 euros, home delivery is FREE via express courier. If you choose delivery to a pick-up point, shipping is free from 59 euros.
In the case of orders with a value between 30 and 79 euros, shipping costs will be 5.90 euros, for orders under 30 euros shipping costs are 7.90 euros.

Can I cancel my order?
Rarely: if you have already received the order confirmation email, cancellation is possible only if communicated within a few hours (Saturdays, Sundays and holidays excluded).
On the other hand, if you have not yet received any confirmation, please get in touch with our Customer Service.
Refunds for goods paid for (by bank transfer, credit card or prepayment) and delivered will be made only upon receipt of the return.

How many days does it take for delivery?
Shipments are usually entrusted to the courier on the same or next business day at the latest from the time you received your order confirmation. Delivery takes one or two business days a depending on the destination.

Is it possible to request delivery to the floor?
Unfortunately, no, delivery takes place at the door.

Can I change my order after I have confirmed it?
Almost never. We strive to process and ship each order as quickly as possible, so in most cases, changes cannot be made. It is advisable to contact customer service via sms, WhatsApp at 351 8877872 Monday through Friday from 9:30 a.m. to 6:30 p.m., who will check the processing status of the order and thus the possibility of making the required changes.

Will I receive an order confirmation?
Yes, after your order has been successfully placed you will receive an almost immediate order confirmation via email to the address on your order.
If you do not receive the email please contact Customer Service for a resubmission.

Do you ship all over Italy?
Yes, we deliver all over Italy, including smaller islands, high mountain locations and remote areas.

Can my order be delivered on a specific date and/or time or by appointment?
If nothing is specified in the order, goods are usually delivered between 8 a.m. and 6 p.m.
It is possible to request a specific time slot and/or day for delivery by indicating it in the notes field of the order. .

I received a wrong item. What should I do?
Please contact us online using the contact form or by calling, texting, WhatsApp at 351 8877872 Monday through Friday from 9:30 am to 6:30 pm. (In this case you will still be asked to send an e-mail).

What payment methods do you offer?
Payment can be made by:

  • PayPal
  • Credit card (Visa, Mastercard)
  • Scalapay
  • AmazonPay
  • Satispay
  • Bank transfer in advance to the following coordinates SIBICOM SRL, BANCA SELLA, IBAN IT91T03268013052545673110
  • Cash on delivery (additional cost 2.90 euros regardless of the amount of the order)

The payment methods we offer are absolutely secure due to our advanced technological standards of data protection, which under no circumstances can be read by third parties at the time of their transfer and storage on our servers.


Following the entry into force of electronic invoicing:

Are online shops required to issue an invoice for every purchase?

No. The sales activity carried out by online shops is assimilated by law to mail order. There is no obligation to issue an invoice, unless this is expressly requested by the customer at the time of the purchase transaction (and no later), in accordance with Article 22 of Presidential Decree 633/1972 ("VAT Law").

If you make an online purchase and do not receive an invoice or receipt, is the purchase in accordance with the law?

Yes. As in the previous question, online shops are not required to issue an invoice unless specifically requested by the customer when ordering. Instead, the order confirmation must be issued to allow the customer control over their purchase.

If an invoice is specifically requested, does the online shop have to issue it?

Yes, but. The online store from which an invoice is requested is obliged to issue it, and this obligation is subject to the new electronic invoicing rules. This means that the shop must issue the invoice using the data in its possession (in the case of private customers, it is sufficient to enter the tax code), send it to the Internal Revenue Service via SDI (the Interchange System of the Internal Revenue Service), wait for it to be validated. The customer, in order to download and view it, can, to register on the website of the Internal Revenue Service and arrange for himself to pick up a copy of his invoice.

Is the receipt of the electronic invoice immediate?

No. By the time the shop has to compile the invoice, send it to the SDI and wait for its validation, there cannot be real-time reception by end customers. Any slowdowns are due to the time required to complete the various steps of issuance.

If I have neither invoice nor receipt, how can I make use of a product warranty?

Since online shops are not required to issue an invoice and receipt, customers can activate the warranty on purchased products by keeping and using the other documents in their possession. Specifically, the confirmation of the order, the presence of the order in the personal section and the history of the orders placed are authentic.

Doesn't the new rules on electronic invoicing change the relationship between shop and customer?

Online shops were not obliged to issue an invoice (except upon request) or receipt for purchases made by individuals and continue not to do so, as it was before electronic invoicing came into force. What has changed is the system of issuing and recording invoices.


Is therea time limit to return merchandise?
As a customer you have a 14-day right of return from the date of delivery of the merchandise, without having to give any justification.
Always let us know before you send the merchandise back by e-mail or phone, we will help you handle the return and be able to refund you faster.
As soon as we receive your return the purchase contract is cancelled and you will be refunded by bank transfer within 14 days. We ask you to provide us with your bank details.
In the event that the returned merchandise is opened or in poor condition, a refund will not be possible. This obviously does not apply in case you have found the goods already damaged when opening the package and checking the goods.

What is the address for returns?
Always let us know when you are about to ship a return, this way we can track the shipment and notify you in a timely manner of receipt of the return.

Returns should be sent to :
10126 TORINO (TO)

Enclose with your return a copy of the order that you received via email.

Do I have to pay shipping costs for returns?
Shipping costs for returns are always the responsibility of the customer, of course, not if the goods received are incorrect or damaged.

When and how do you refund shipping costs?
If rhai received damaged or wrong merchandise please contact us immediately. Items sent wrong are fully refundable, including shipping charges. Notify Customer Service of the wrong items, or items damaged in transit, within the first 2 days after the goods arrive at your home.
We will send the courier to pick up the packages directly from your home. Please contact our Customer Service Department for more information.

I don't like the item I ordered. Can I return it?
Yes, we guarantee you the right to return the goods within 14 days from the date of delivery without giving any justification. To fall within the time limits you will simply have to return the merchandise or notify our Customer Service Department by e-mail of your intention to return it within 14 days of receipt. All items purchased online that you are not satisfied with can be returned as long as they are in perfect condition.

Please note:
should you wish to exchange the item you originally ordered for one with a higher price, please pay the price difference by bank transfer or Paypal to
In the event that the price of the new item is less than the price of the item you originally ordered we will issue a shopping voucher for the difference, which you can use on subsequent orders. For more information please contact us online via the contact form.


How can I change my login information (email and password)?
In the MY ACCOUNT section you can change your email and set a new password.

How can I change my personal information?
In the MY ACCOUNT section you can change your personal information such as billing address, delivery address, etc.

I forgot my password. What can I do?
Click on "My Account" (top left) and then on the "forgot password" link. A page will open where you will need to type in the email address with which the account was created. You will receive an email with instructions for generating a new password.

Is my personal information protected?
The security of your personal information and the protection of your privacy is our first priority. We use all the most advanced technological standards to ensure that you are safe and respect your privacy while browsing and shopping. This applies to both the payment process and the data shared with us.