Help / Support
Questions about the order (shipping address, delivery, cancellation)
Can the delivery/shipping address be corrected after placing the order?
No problem, the delivery/shipping address can be corrected after placing the order. Please contact us via email at firstname.lastname@example.org with the correct delivery/shipping address.
Can I add items to my order or combine two orders after placing the order?
No, it is not possible to make changes to an already processed order. However, if you realize shortly after submitting the order that you need an additional item or accidentally added an extra item to the cart, please contact us immediately via email at email@example.com. To expedite the process, please provide the order number of the order you wish to modify.
What payment methods are available?
You can choose between the following payment methods: PayPal, Credit Card (VISA, MasterCard, American Express, Diners Club), Sofortüberweisung, and prepayment.
How will I receive the invoice for my order?
After processing your order, you will receive the invoice via email and also as an insert with the delivery note in your package. The electronic sending of the invoice is an automatic email dispatch performed by our system. The invoice serves as a receipt but does not demand payment. If you have already paid via PayPal, Credit Card, Sofortüberweisung, or prepayment, you can simply file the invoice for your records.
To which account can I transfer the payment via prepayment?
Account Holder: SanoVet GmbH
Account Number: 11623915
Bank Code (BLZ): 32000
Bank: Raiffeisenlandesbank NÖ-Wien AG, Vienna, Austria
I received the wrong item/the goods are defective or damaged. What should I do?
If you receive faulty or defective items, please contact us at the telephone number 01/ 29 40 476 or via email at firstname.lastname@example.org. Providing a photo of the item in question can assist us in processing the complaint.
If you received the wrong item, you can return the goods using the free returns form.
It would be great if you could write down the reason for the return on a separate sheet so that we can process the return more quickly and, if necessary, forward the item to our manufacturer. If your complaint is valid, you will receive a refund to the account you used for payment within the next few days after we receive the return, provided it complies with the complaint conditions of our general terms and conditions.
My package arrived damaged/missing items, what should I do?
If the package appears visibly damaged or has been resealed when it arrives, we advise you to refuse acceptance. If you have accepted the package and find that items are missing (e.g., package torn open, two items missing), please keep the carton and do not unpack the goods! Instead, contact our customer service directly at +43 (0)1 29 40 476 or via email at email@example.com.
General questions (catalog, vouchers, customer account)
Does SanoVet have a catalog for ordering?
We do not have a physical catalog. However, you can sign up for our free newsletter on our website to receive updates and promotions via email.
I am not sure if my horse will like the feed. Do you offer feed samples?
We offer some of our products as feed samples, including EXTREME 100, POWER TONIC, E 60.000, HORSE VITAL PLUS, ANIMALITH, and SANO CALM. All product samples are available for €9.90 each. You can purchase one sample of each product per order.
I forgot my password, and my account is locked
If you have forgotten your password, you can request a new one on the login page. Click on the "Forgot Password" link and follow the steps. If your account has been locked, please contact firstname.lastname@example.org to resolve the issue.
For further questions, feel free to send us a message via our contact form.