FAQ
ORDERS
How do I place an order on the website?
Once you have selected a product of your choice, click on "Add to cart" button to add it to the shopping cart. You can make any change at any time during the purchase process, such as adding more quantity of a product, or removing a product.
Once you have added all the products you want, you can go to the cart icon to complete the purchase.
On the screen in "My information" you must enter the requested information, or if you have already created an account, the information will appear filled in. Next, you should select the shipping method and the payment method.
In the section "My order" you will find a summary of the selected articles, the quantity, the cost of the product and the total cost of the order with VAT and transport.
In the "Observations" box you can add relevant additional information.
Once approved, click to pay and you will proceed to the indicated payment method. Only when the order has been placed correctly, a confirmation e-mail will be received instantly.
Is my e-mail address necessary to place an order?
When you place an order for the first time on our website, it is necessary that you provide us an e-mail address so that we can send you the confirmation of your order and keep you informed about the shipment or any incident in the purchase.
Can the order be delivered to a different address than the billing address?
Without any problem. To indicate a delivery address other than the billing address, mark the box "I want to use a different delivery address" and a drop-down will open.
How can I know if my order is processed correctly?
Once the purchase process and payment have been completed, a notification will appear on the screen confirming that the purchase has been made successfully. In addition, you will receive a confirmation e-mail, which will be the proof that we have received your order correctly.
If there has been an error in the payment or the transfer has not been carried out correctly, no confirmation e-mail will be received, indicating that the process has not been completed.
In case of doubt or problem during the purchase or payment process, you can contact us by sending an e-mail to girovet@girovet.com or by calling at +34 972 42 87 20.
I need a product and I can't find it on the website, what can I do?
There are different ways to find the product that you need on our website:
- Using the interactive browser, entering the words that identify that product. The browser will suggest the most similar products, and by clicking on the desired product you will be able to view its details.
- Selecting the category and subcategory to which it belongs. There are four main categories: Equine veterinary pharmacy, Nutriceuticals and care, Material and Instruments, and Dentistry.
How can I track my order?
Once the order is dispatched by our logistics department, you will receive an e-mail with the tracking number so that you can track it on the website of the selected parcel company.
Can I choose the delivery of my order in a time slot of my choice?
You can leave your delivery time preferences in "Observations". Although we know that the parcel company does everything possible to deliver it, it may not be able to comply since it is subject to a delivery route.
In that case, if you prefer, you can select, with MRW, an office as a collection point to pick up your order whenever you prefer.
I would like to repeat an order that I previously placed, can I do so without having to search for all the products again?
Yes, in my "Client area", in "View orders", the list of previous orders will be displayed. If we display the orders, with the button to the right of "+" we can add the products we want to the cart.
If a product is sold out, can you let me know when it's back in stock?
In case that some product is out of stock, through "Contact" you can send us an e-mail and request that we notify you when it is available again.
I have placed an order and I made a mistake, or I want to cancel it, what can I do?
We help you. Write us as soon as possible to our e-mail girovet@girovet.com indicating the details of the order and the modification you want to make, or call us at +34 972 42 87 20, and we will do everything we can to solve it. Please note that if the order has already left our facilities, it will not be able to make any changes or cancel it.
What can I do if I'm not in my home at the time of delivery?
If you are not home at the time of delivery, the carrier wil try to contact you through the telephone you provide us and you will be able to arrange the next delivery with him. If they are not able to contact you at that time, the parcel company will make another delivery attempt at the next time or the next day. In case that your order has not been delivered and the parcel company has not contacted you, please, contact us by sending an e-mail to girovet@girovet.com or by calling us at +34 972 42 87 20.
What happens if my delivery address is not correct?
We recommend you that you carefully review your delivery address, as well as the telephone number provided, before finalizing your order, since once it has been placed it cannot be modified. If you detect any incorrect information, please contact us as soon as possible by sending an e-mail to girovet@girovet.com or by calling us at +34 972 42 87 20.
I have a discount coupon or promotional code, how do I apply it?
You can apply your discount coupon or promotional code before confirming your order and making the payment, in the box "Do you have a promotional code?" and click "Cash in".
SHIPMENTS
In which countries do you ship?
- Peninsular Spain.
- Balearic Islands.
- Canary Islands: check the shipping conditions for the Canary Islands before placing your order.
- Portugal.
- International: we ship to the following EU countries: Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Finland, Greece, Netherlands, Hungary, Italy, Latvia, Lithuania, Luxemburg, Poland, Czech Republic, Ireland Republic and Romania.
Currently, we ship to Spain (Peninsula, Balearic Islands and Canary Island), Portugal and various countries of EU.
For some areas of Spain and Portugal we offer standard or express service, to choose according to your preferences.
How much does it cost and how long does shipping take?
We want you to have your products as soon as possible. For this reason, we work with shipments 24-48h working days in the Peniunsula, and 48-72h in the Balearic Islands and your order will be shipped the same day. On the other hand, if you place your order after 14:00pm, we will send your order the next day. Please note that if you place your order on Friday after 14:00pm, it will not be shipped until the next working day.
* For Canary Island shipment, check the conditions.
* For international shipment, check the transit time.
In all cases, shipping costs are calculated based on the weight and volume of the order, and will be determined at the time of acceptance of the order.
PAYMENT
What payment methods do you have?
For your convenience, you can choose between different payment methods.
- Credit card: the payment will be made by credit card through ServiRed, through CaixaBank POS once the information provided has been correctly verified.
- Bizum: you can make the payment through Bizum, inserting your phone number and following the instructions on the screen.
- Bank transfer: if you prefer to make the payment by bank transfer, you must mark "Bank transfer" as the payment method and you will receive an automatic e-mail providing the bank details. Once the transfer has been made, you can send us the bank receipt to proceed with the shipment of the order.
Is it safe to buy in Girovet?
Yes. All purchases made on our website are encrypted using SSL security and HTTPS protocol on our server, which guarantees total privacy and security. For your safety, Girovet S.L. does not handle, in any case, your credit card bank details.
However, if you have any questions about the security of online payment, please contact us, we will be pleased to help you.
What is MM/YY and CVC?
If you make your payment by credit card through our website, your credit card number will be required, the name of the card owner and, in addition, it will ask you to enter de expiration date (MM/YY) and the card verification value/code (CVV/CVC). In the indicated boxes, you will have to enter the month and year of the credit card expiration date, as indicated on it, and the code, which is found on the back of the card and contains three figures. This step is used to verify that is you who is using the credit card and to make your online payment in a much more secure way.
RETURNS
Can I return a product?
The user has a 7-day period to cancel the order and return it. This period begins on the day of receipt of the order. The product must be returned in the same condition as it was delivered, unused, sealed and in its original package.
The return costs will be at the user’s expense.
Before returning an order, you must contact Girovet by phone at +34972428720 or by email at girovet@girovet.com to request the return.
Once the return method is agreed, the following must be taken into account:
- Pack the product or the order securely so that it is not lost during transport.
- When the product is delivered to the transport agency, remember to ask for the delivery receipt. It is necessary as a proof until it arrives back at our facilities in case the products are lost during transport.
- No return will be accepted without prior notification.
All shipments are carefully checked before and after packaging, and we try to ensure that orders arrive in the best conditions. Still, we apologize if you have run into any errors. As part of our company policy, we will try to do our best to resolve it and find a solution so that you are affected as little as possible.
If you have received an incorrect or damaged product, contact us within the first 24h after the receipt, and we will study your order individually. In some cases, we may require more information and even photos to determine the solution as quickly and easily as possible. The shipping costs will be borne by Girovet if the shipment is an incorrect product, a damaged or a defective one.
When will the refund of the product be made?
Once the product arrives at our facilities, it will be verified that it is in perfect condition. From that moment, if everything is correct, within 15 days you will receive the refund of the product.
I have received the order damaged. What should I do?
At the time of receiving the order, it is important to observe the condition of the package and the products. If you observe that the packaging or the products are damaged or in a poor condition, you must notify it to the carrier and indicate it on the delivery note. It is responsibility of the client to verify the products upon receipt and expose all reservations and claims that may be justified at the time of receipt of delivery.
Once the order has been received, the client must try, within the first 24 hours, to check the condition of the products and report any incident to Girovet within the same period so we can discern the cause.
YOUR ACCOUNT
How can I sign up in Girovet?
We are glad that you have decided to trust Girovet. In order to sign up, at the top right of the screen you will find four icons; you must select the second icon from the left, the icon of a “person”. When the tab is displayed, you will have to click on “Sign up”. You will only have to fill the requested information, and once you have finished, you will have to click on “Save”. Once you have signed up, you will receive a confirmation e-mail and you will be able to save your shipping addresses, check your order history and access the customer area.
I don’t remember my password. What can I do?
It is very easy! Click on “Remember password”, introduce your e-mail and the password recovery will arrive in your inbox.
In the same e-mail you will find a link in case you want to change your password.
If you have any questions, call us and we will help you!
How do I sign up for the Newsletter?
To sign up for our Newsletter, you just must introduce your e-mail in the box that you will find on our website where it says, “Subscribe to our newsletter” and click on “Subscribe”. Once you have signed up, you will begin to receive our news and promotions in the e-mail you have indicated.
How do I unsubscribe from the Newsletter?
When you receive an e-mail from the Girovet Newsletter, at the bottom you will find an “Unsubscribe” link. Click it and follow the instructions to unsubscribe.
VETERINARIANS
How do I place an order on the website?
If you are a veterinarian, sign up for the account for veterinarians called GirovetPRO, on the same website. From Girovet, once your information has been verified, we will give you access to this area so that you can see all the prices freely.
If it is the first time you have made a purchase on our website, we will contact you to determine a payment method.
What payment methods do you have for professionals?
For professionals registered in GirovetPRO, a payment method will be agreed between the following: direct debit, credit card or bank transfer.
For any questions, or to determine your payment method, you can contact us by e-mail at girovet@girovet.com or by calling us at +34 972 42 87 20.
Why I can’t see the prices of veterinary pharmacy, instruments and dentistry products?
Any information in the categories of veterinary pharmacy, material and instruments and dentistry, is reserved for professionals in the sector. If you are a veterinarian, sign up and once your information is verified, we will give you access to all areas.