Ordering and purchasing
Should I register as a user in order to submit an order?
You can also submit an order without registering, as a guest. However, we suggest you consider becoming a loyal customer as it brings many favourable opportunities (please see the advantages of a loyal customer), purchase history is stored and it is easy to submit a repeat order.
Can I change my order once I have paid already?
When you notice a mistake in your order, please get in touch with us at email@example.com. When the package has not gone out of our warehouse, we can still change the order. In other cases, we do our best to find a solution to the situation.
How quickly will the ordered product get to me?
When you order a parcel to a parcel terminal, it will get to you the next day or the day after that, depending on our collaboration partner and the time when the order was submitted. When you order via a courier, then in three working days. When you pick it up yourself, you can do so after receiving a respective e-mail / message; as a rule, it happens the next day after submitting an order.
Where can your products be bought from?
It is possible to buy FendaF’s products from our online store, in our Showroom at 11 Sära tee, Peetri, Rae parish, Harju county, and from bigger well-equipped pet shops.
I would like to get more information about the products – where could I find it?
The most precise information about our products is available at the online store on our website: www.fendaf.ee. Next to all products, the analytical constituents and recommendations for use are displayed, and, of course, photos of a product as well. In addition to that, you can also find information about our products on our blog.
How much does delivery cost?
Picking it up yourself is FREE OF CHARGE
Itella SmartPOST parcel terminal 2.90 euros
Omniva parcel terminal 4.00 euros
DPD parcel terminal 3.00 euros
Courier 6.00 euros
What is a wish basket?
You can store suitable products in the wish basket, those that are extraordinarily out of stock or that you wish to order later.
Can I pay according to an invoice?
It is possible to pay via an invoice, choosing this payment option at the online store.
When I make a purchase from the online store, are my data protected?
Making a purchase at our online store, your data are protected. We use SSL certificates on our website so that the sensitive data of customers would not get to the third parties.
Where can I find information about the analytical constituents of the products?
You can always find the analytical constituents of products next to a respective product at our online store.
When I log in as a private person, can I note a company as the recipient of an invoice?
You can. In order to do so, you have to write down the data on the company related to you in the field for a recipient of an invoice.
How have the products been packaged?
All our products have been packaged into environmentally friendly packages. We package most of the products in cardboard boxes with our logo on them, these can be resealed and also reused later. We use paper for packaging large products.
Which means of payment do you accept at your online store?
It is possible to pay with the following means of payment at our online store: SEB Pank, Swedbank, Luminor Pank, LHV Pank, debit and credit card and PayPal.
Do the prices displayed at the online store include VAT or not?
The prices at the online store include VAT.
Why can I not enter the appropriate weight myself at the online store?
Depending on the size of a product and on the assembly options, we have developed weight ranges for all products. However, when you come and visit our Showroom, you can buy the quantity that suits you.
When I order from an online store, how quickly can I get it from the Showroom?
When you order from our online store and wish to pick it up from our Showroom, you can come and pick the products up the next day after 2 p.m. When you pick them up yourself, you can do so after receiving a respective e-mail / message; as a rule, it happens the next day after submitting an order.
Why can certain products only be bought by coming to pick them up or having them delivered by a courier?
Some of our exclusive products are so long (70 to 120 cm) and unfortunately do not fit in parcel terminals, hence they can only be ordered with a courier or coming to pick them up yourself.
Is it possible to see all products on site at the Showroom?
Yes, all the product range is available at our Showroom. Products that are temporarily out of stock for some reason or not in our product range are available as samples.
Can I come to the Showroom with my dog?
Well-behaved dogs together with their owners are very welcome.
What does Autoship order mean?
Autoship order means that you determine a time interval (either each week, month, every two months, etc.) when you wish to get a new quantity of a product to a parcel terminal, delivered to your home by a courier or come pick the order up yourself.
Five days before the time interval determined by you arrives, you will get a reminder by e-mail, and you can still cancel your order then. Should you not cancel the order, we will send you a notification once the parcel has been assembled and is ready to be handed over.
With an Autoship order, the product will automatically get to you, and the card provided by you will be debited automatically according to the sum of the order. By registering an Autoship order, you do not need to worry about your pet not having the treats at a suitable time.
With an Autoship order, how can I cancel, change, terminate my next order or change the manner of delivery and/or the order interval?
You can cancel an Autoship order when you log in to your account.
I forgot my account password. How can I access my account again?
Nothing to worry about. Please click on the link indicating your wish to get a new password, insert your e-mail address and, in a couple of seconds, the system will send you a new password that you can later change according to your wishes.
Why should I register as a loyal customer?
A loyal customer has very many advantages, we make special offers to them. They can get a discount on each purchase and, among other things, we offer the opportunity of an Autoship order. You can read more about all the discounts for loyal customers from the page about the advantages of being a loyal customer.
Can I and how can I delete the data on my dog from the database?
It is very easy to delete data on your dog. Please simply mark the dog whose data you wish to delete, and press “Delete”. Please consider that deletion is final and we can never regenerate this data.
How can I add data on my new dog into the database?
It is easy to add data on your dog, you need to insert their date of birth and their breed. Should you wish to leave additional information there, you can but do not have to do it.
Why can I order particular products only when I am a loyal customer?
We value our loyal customers and we want to offer them something special. This is why some products are only available for loyal customers. Should you wish to benefit from this advantage, we suggest you become a loyal customer.
Can a purchased product be returned?
Products can immediately be returned to a courier or in FendaF Showroom within 14 calendar says since the products were received. One can only return a product that is in its original package and that has not been opened (the sticker cannot be broken). According to the Law of Obligations Act, the right of withdrawal does not apply to products that, by their nature, cannot be returned.
I discovered that a product has gone off or I have been sent a product I did not order. What next?
Please inform us about the products that have gone off or have not been ordered by sending an e-mail to firstname.lastname@example.org or bring them to FendaF Showroom at 11 Sära tee, Peetri, Rae parish.
In case you discover defects on products delivered by a courier or when you receive a product you have not ordered, please return it to the courier. The goods are safely delivered to us and we can assemble a correct order for you.
We kindly ask you to fill out a form on a product that has gone off and do so either in our Showroom or by sending a digitally signed form to us over e-mail, adding a photo of the product and bringing the product that has gone off to us at 11 Sära tee, Peetri, Rae parish. When you send a product that has gone off to us, we will cover the postal costs.
Once I have returned a product, when will I be refunded the amount I paid for the product?
Once you have returned a product, you will be refunded the amount as soon as we have received the product and confirmed the authenticity of the claim.
Which discounts are available at the online store?
When you order online, you will often find more beneficial offers. Over the duration of campaigns, you can use a discount code that you can enter into a respective field at the online store.
How to use a discount code?
In order to use a discount code, it simply needs to be entered into the field of a discount code. After that, you will already see a corrected price for a product.
Products and quality
How can I be sure that the goods on sale at FendaF’s online store are 100% natural?
FendaF collaborates with trustworthy producers who, in turn, have confirmed that they do not add fragrances, flavourings or colourants and other additives while processing the dried products.
Does a FendaF product have shelf life?
You can find the shelf life with the label “Best before” on each package of FendaF’s products. The producer estimates the “Best before” time of natural dried pet treats is at least two years. For testing purposes, we have stored dried treats for more than two years without their qualities having changed.
What does the sticker “100% environmentally friendly” on your packaging mean?
For packaging our products, we use cardboard as an environmentally friendly material, it can be reused and it poses no danger to the environment.
Your packaging bears a sticker that you donate 1% to charity. Who do these donations go to?
Our mission is to offer a bit of luxury to every dog. We base our activities on every dog having this small piece of luxury every day, no matter whether it is a domestic dog, a dog in a shelter waiting for their right owner or a lovely inhabitant of a zoo.
We have decided that we will donate 1% to charity and we are cooperating with pet shelters, animal rescue society and wildlife centre. We support these associations on a rotating basis and we also share this information on our blog.
At Tallinn Zoo, we are godparents to a maned wolf couple.
What is the difference between Pop and DeLuxe products?
DeLuxe products are products that are not sold on the Estonian market yet or there are very few of them. These have been very carefully chosen, they are exclusive and unique. A buyer of a DeLuxe product can offer this particular bit of luxury for everyday life of their pet.
Pop products are those that are already very popular in Estonia, their quality is well-known, they are loved and bought and many know these products already. Pop products are cheaper than DeLuxe products, there is a discount for buying them in bulk, and they are especially suitable for a price-sensitive customer.
Why is FendaF using a cardboard box?
We want to contribute to environmental sustainability and this is why we have started to use cardboard boxes that can, among other things, be reused at home. We protect the living environment from plastic packages.
Is FendaF a secure place for making purchases?
FendaF’s online store is a secure place for making purchases.
With 3D Secure, all online payments made by MasterCard and Visa bank cards have additional protection. This is a service created by international card organisations and protecting the card owner from improper use of their card in online payments. In order to perform a secure online payment, additional data have to be entered to identify the owner of a credit card.
Paying by credit card and before final confirmation of a payment, you are redirected to identify yourself at the online bank that issued your card. The ordinary home page of the online bank will open and there, you will have to enter the user ID and according to the chosen means of identification, enter a password or a code.
In case I have a claim regarding a product, what should I do?
In case you have a claim regarding a product, please send detailed information (attach a photo if possible) to: email@example.com. We will get in touch with you as soon as possible.
Ordering a gift box
Can I assemble a gift box according to my wishes and how can I do that?
We have carefully assembled four gift boxes that include specially chosen products for small, medium and large dogs. These gift boxes can easily be ordered from the online store as well.
Additionally, you can put together a gift box according to your preferences by choosing suitable products and noting that you wish to have it as a gift. Please add the name, for example, of the recipient of the gift and your wish to them in the field meant for comments.
If you like, you can have the gift box sent directly to the recipient by writing down the address of the recipient of the gift (only when choosing a courier) or the location of a particular parcel terminal and the phone number of the addressee. The recipient of the gift will only get a message stating the parcel has arrived, and can get their gift from a parcel terminal. We make sure that your good wishes and right products get to the recipient of the gift.
How can I add good wishes to a gift box?
Please write your good wishes down in the comments field, and we will turn them into a card that we will add to the gift box.