FAQ - frequently asked questions

1 Orders and the purchasing process

How to place an order in the online store?

You can place your order in whatever way is most convenient for you:

1. through the online store – by adding products to your cart and completing your order in a few simple steps,
2. by phone – by calling us at 607 551 111,
3. by email – by writing to: sklep@dolina-noteci.en.

Do I need to create an account to make a purchase??

No—you can shop both after creating an account and without registering, as a guest.

How to check your order status?

We'll keep you updated on your order status via email, and if you have an account, you can check it after logging in.

Can I change or cancel an order after placing it??

Yes – if the order has not yet been processed or shipped.

Please contact us as soon as possible—we’ll find a solution.

Can I order products for international delivery??

We typically deliver within Poland.

If you're interested in international shipping, please email or call us, and we'll look into the available options.

Is there a minimum order amount??

No—you can order products for any amount.

Can I buy pet food in larger quantities or in bulk??

Yes—please contact us, and we’ll prepare a customized offer for you.

Where can I check the ingredients in pet food??

You can find the detailed ingredients, nutritional information, and all other product details in the description on the website.We’re committed to complete transparency—you know exactly what goes into your pet’s bowl.

Can I get help choosing pet food??

Yes—we’d be happy to help you choose the right food for your pet’s needs.

Call or email us—we’ll help you find the best solution.

Is free shipping available??

Yes – we offer free delivery via InPost for orders over 99 PLN.

2 Customer Account

How to create an account in the store?

Go to the store's website, click "Sign Up," and fill out the short form.

What are the benefits of having a customer account??

With an account, you can:

• place orders more quickly,
• view your purchase history,
• manage your subscription,
• record delivery addresses,
• take advantage of the promotion.

How to reset your password?

On the login page, click "Forgot your password?" and follow the instructions.

How to update your account information?

Log in, go to the "My Account" section, and edit your information.

Can I delete my account??

Yes—just send us an email, and we'll take care of the rest.

3 Payments

What payment methods are available??

You can pay by.in.by online bank transfer, traditional bank transfer, or upon delivery.

You can find more details here: Payment Methods.

Can I pay upon delivery??

Yes—you can pay the courier upon delivery.

Can I change my payment method??

Yes—please contact us, and we'll look into the available options.

Can I get an invoice for my business??

Yes – we issue VAT invoices.

Does the store offer deferred or installment payments??

Yes—you can choose deferred payment or payment in installments.

4 Delivery

What are the delivery methods??

We deliver orders via courier and to InPost parcel lockers.

You can find more details here: Shipping

What is the order processing time??

We usually process orders within 48 hours.

Can I change the shipping address??

Yes – if the order hasn't been shipped yet.Please contact us as soon as possible.

What to do if your package arrives damaged?

Take some photos and email them to us—we’ll look into it right away and suggest a solution.

Is in-person pickup available??

We do not currently offer in-store pickup—all orders are delivered by courier or to a parcel locker.

5 Returns and Complaints

Can I return the product??

Yes – you can return a product that is in perfect condition and unused, in its original packaging.

How long is the turnaround time?

You have 14 days to return the item from the date you receive it.

How to report a return?

Request a return via the form, by phone, or by email—choose the option that’s most convenient for you.

Who covers the cost of returning the product??

We cover the cost of returns via InPost parcel lockers.

In all other cases, the buyer is responsible for the return shipping costs.

How long does it take to process a complaint??

We will process your complaint within 14 business days.

How will the money be refunded??

We will refund the amount using the same payment method.

If your order was paid for upon delivery, we will contact you to provide you with our account number.

6 Promotions and discounts

How to use a discount code?

Enter the code in the "Discount Code" field in your cart or—after logging in—in the "My Account" → "My Discounts" section.

Can discount codes be combined??

No—you can use only one discount code per order.

Does the store offer a loyalty program??

We don't have a traditional loyalty program, but we do offer attractive tiered promotions—once you reach a certain spending threshold, you can choose products from a special selection for just 1 grosz.

7 Contact and Customer Service

How to contact us?

• by phone: 607 551 111
• by email: sklep@dolina-noteci.en
• Live chat on the website – quick answers to frequently asked questions

What are the Customer Service Office's hours of operation??

We are available Monday through Friday from 7:00 a.m. to 5:00 p.m..

8 Pet Food Subscription

What is a pet food subscription??

This is a convenient solution that means you don't have to remember to order food—it will be delivered to you automatically at the intervals you choose.

How often is the pet food delivered??

You can choose to have your order delivered every 7, 14, 21, 28, or 30 days.

Can I cancel my subscription??

Yes—you can cancel at any time through your account, by phone, or by email.