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How do I create my account?
You just have to click on “log in”.
If you are already registered, just put your associated email and password. If you are not registered below, click on create account.
Fill in the registration form with your name, surname, valid email address, shipping address and your password and you are automatically registered. We will send you an e-mail with the registration confirmation.
If you are a professional in the sector, we have to register the account internally, since other data must be taken into account such as the application of equivalence surcharges for those who have it, confirmation of tax data and application of professional rates.
In this case, contact us by email or by phone.
How can I cancel my account as a customer?
Think about it before you leave us, contact us before making a decision to see if we can fix it... If you want us to delete your account permanently, we just need you to send us an email or call us by phone. We will handle it as quickly as possible.
Remember! Once the total cancellation of your user is processed, you will not be able to access your purchase history, you will need to create a new account and start a new purchase history.
We hope you come back soon!
How can I modify my personal data?
Modifying your personal data is very simple. You just have to enter your account and in the "my account" section you can modify both your email, default addresses and bank cards, everything you need.
If you have a problem with this, contact us and we will manage it internally.
Can I buy without registering?
Yes, you can buy without being a customer.
This case belongs to a guest account, where once the purchase is completed, your data is not saved as customers and only the details of the purchase invoice will remain.
How to contact us?
Our office hours are from Monday to Friday from 9:30 a.m. to 2:00 p.m. and from 5:30 p.m. to 9:00 p.m., and Saturdays from 10:00 a.m. to 2:00 p.m.
July and August: Monday to Friday from 8:00 a.m. to 3:00 p.m. Saturdays from 10:00 a.m. to 2:00 p.m.
If you want to contact us you can do it through several channels:
- Email : info@flora-fauna.es
- Whatsapp : the whatsapp symbol appears at the bottom right of each page.
- Landline: +34 954 022 235, mobile: +34 633 787 895, our team will attend you quickly.
How can I change my payment method?
To change an already generated order, we must do it internally, contact us.
In future orders in each of them you can choose the payment method that we have that best suits you.
What payment systems can you use on our website?
You can pay in different ways depending on the country where the purchase is made. There are common payment methods for all countries such as bank card, bank transfer, Payin7 financing and Paypal.
But in the case of mainland Spain, some other method is added, such as the case of Bizum and cash on delivery.
At no time is your account information shared with third parties.
Can I request an invoice for my order?
It would miss more! If you want a tax invoice you must enter your billing information at the time of placing your order or placing all your data correctly at the time of registration.
In our company we bill 100% of all orders mechanically.
We send Delivery Notes at the beginning and transform them into Invoices when everything has been carried out correctly, to avoid errors and the maximum number of rectifying invoices. You can also request it once your order is delivered and we will proceed to speed up the process so that you have it immediately.
Remember that in order to issue the invoice correctly, we will need to have the following information:
Order number
Name or company name
NIF/CIF
Billing Address
We will send you the requested invoice in PDF format by e-mail.
My order has arrived and a product is missing or something arrives in poor condition due to transport, what do I have to do?
If your order has arrived and you are missing an item or it is broken, contact us and we will give you a solution. It is important that you tell us which product is missing or broken, the number of packages received and if you can send us some photos of the state of the packaging received and the merchandise received, all the better, since you will help us proceed to claim and the solution of the case.
What do I do if an incorrect or wrong product arrives?
If you have received the wrong product or the product you have received is not what was ordered, keep in mind that sometimes the products can change their packaging, format or colour. It may be your case if the product you have received matches the brand and product name. If you still think that the product you received is wrong, contact us and we will proceed to solve the case.
Remember that if you want to make a request for a product in a specific color you have to notify us in advance so that we can take it into account, either notifying us or indicating it in the details of the order.
The deadline to claim the lack of a product in the shipment is 48 hours. From the day of delivery included.
Why won't it let me order more units of a product or can't I add a product to the cart?
If it does not let you order more units of an item, it may be because there are fewer units available than the ones you are requesting at the time of creating the order.
You can contact us because sometimes goods arrive daily and there has not been time to update the stocks.
Our system does not allow units to be sold that are not available at the time of placing the order. Only products that are in stock can be added to the cart.
There is also a case that when there are stocks, the sale to certain points is not allowed, cases such as aquariums, frozen food, live food, etc.
Items that suffer a lot during transport and do not arrive in good condition.
There are brands that we have and yet the prices do not appear and it cannot be added to the cart.
This case is due to the fact that these brands do not allow sale over the internet and only allow from a physical point.
These brands do allow us to make personal sales, so if you are interested in any of their products we can create the order internally and proceed to ship the product once the purchase has been paid.
Can I change the delivery address?
You can ask us to change your delivery address at any time. If the order has not yet been prepared, we can modify it immediately.
If the order is in GLS, you can modify it through its website www.gls-spain.es or you can also contact us and we will process the change of address.
Remember that shipping rates vary by weight and destination. If the transport conditions are the same for the new destination, it will not entail any extra cost.
If the conditions of the destination make the cost of transportation different, you must pay the difference or in the event that it is in your favor because the cost of the destination is lower, we will proceed to refund the difference.
Can I request delivery to a collection point?
If you let us know, no problem!
We will leave your merchandise at the closest GLS collection point or one that best interests you.
You can also indicate it in order details.
What are the turnaround times?
In our company, we promise that you receive your order as quickly as possible once the payment appears. However, if we believe there will be a delay in delivery, we will contact you to let you know.
The deadlines vary depending on the destination, as we work throughout Europe.
In mainland Spain we ship in 24 hours, on the islands, Ceuta and Melilla the terms are a little longer, 48-72 hours
The deadlines in Portugal are very fast due to the proximity and are delivered in 24-48 hours.
In the rest of Europe they take a little longer because the routes are longer, with an average delivery time of 48-72h.
We only deliver 48-72h excluding Saturdays, Sundays and holidays.
IMPORTANT: Due to the large volume of shipments that are generated throughout the national territory during and after the Black Friday and Christmas campaign, there may be some delays in deliveries.
During festive periods, problems outside our own company cannot be held responsible for delays, although of course we will work to solve the case so that it can be resolved quickly.
What is the cost of shipping costs?
Now placing your order will be cheaper and easier than ever.
The conditions vary according to the weight and the place of destination.
All costs are specified in the shipping conditions.
In mainland Spain, every €50 we assume 10kg of weight.
What does it mean?
Well, if you ask for €100, you have up to 20kg of shipping in mainland Spain and so on.
It must be taken into account that the conditions of professionals are different from working at special rates, of course.
In Portugal there is also a free transport option.
In this case, purchases over €69 will have up to 15kg of transport.
In the rest of the cases, which include the cases of mainland Spain, Portugal and the rest of the areas where we send, the website calculates the postage always depending on the weight and the place of destination.
Some products are charged by volumetric due to their large dimensions, but the website adapts the corresponding volumetric price to the equivalent in weight so that there is no problem in its calculation.
What is my tracking number?
The tracking number is the number provided by the transport agency. Our company sends numerous orders daily and until the transport company issues the daily collections, the tracking number of each order does not appear.
If you need the tracking number and the transport company has not provided the number to the customer by mistake, you just have to ask us and we will provide it quickly and of course we will be there to solve anything.
How I can cancel my order?
We are very sorry that you want to cancel your order, but you can request the cancellation by sending an email or just by contacting us by phone.
The cancellation and payment of the amount will be confirmed once we have confirmation that the order has not left the warehouse.
If so, we would request that it return to the warehouse and we would wait for it to return to origin to make the payment. This last situation has a cost in terms of return costs that will be applied by the transport agency in each case.
Can I return the product if I am not satisfied?
You can return the product as long as you do so within 14 days after the date of delivery of the product and it has not been opened, assembled or tampered with.
Keep in mind that if the product arrives broken or damaged, you only have 7 days from the delivery date included to notify us.
Once we receive the product in the warehouse and check the status of the product, we will proceed to activate the refund process.
If it is a return due to voluntary withdrawal, the return costs will be those corresponding to the round-trip transportation cost of the order and will be deducted from the amount of the product to be returned.
To start the return process, send us an email with your name, telephone number, photo of the product to be returned and order number. We will contact you to make the return.
IMPORTANT: Any return that is not properly packaged in a box cannot be accepted. Especially, in the case of any bag of feed, it must be returned inside the box in which the product was received or a similar one and that the product has not been opened in such a way that it prevents the new sale of the same product in perfect condition. conditions.