Frequently asked questions

You can change your password yourself at any time in your personal area in our online shop under "Personal data".

The email address can be changed at any time in the logged in state in the personal area under "Personal data".

Yes, we offer attractive discounts to retailers, breeders, vets and clubs.please get in touch with our sales department.
✉ vertrieb@perro.at
☎ +43(0)662 64 50 20

Our production facilities are located in Austria, Germany (Bavaria) and Switzerland. These locations give us access to the best and highest quality raw materials, which are preferably sourced regionally. Of course, this depends on availability. In addition, the transport routes are short, which has a further positive effect on our carbon footprint.

No, PERRO pet food is only available from PERRO and our exclusive PERRO partners. Providing our customers with expert advice is important to us and our employees and partners are excellently trained to do so.

There are several ways to purchase PERRO products.

1. Online: You can order from the comfort of your own home via our online shop and have the goods delivered to your home quickly and easily.
2. PERRO shops: In our 14 PERRO shops you can expect a large selection of PERRO products as well as competent and professional advice.
3. Specialist retailers: Selected specialist retailers stock Perro products. Customer advice is very important to us.
4. Veterinarians: Veterinarians also rely on PERRO and many are long-standing partners who, like us, value quality, trust and professionalism. Such partnerships at eye level form a perfect basis for the best possible care for your four-legged friend. You can trust them.
5. Breeders: Some of our breeders also sell PERRO products.
6. Clubs: A small but select number of clubs also sell PERRO products.

Our head office is located in the Elsbethen district of the beautiful city of Salzburg. Not only are our offices located there, but also our shop with 600 square metres of sales space.

The PERRO Shop Elsbethen is open for you Monday - Friday from 9:00 - 18:00 and Saturday from 9:00 - 13:00.

You can find us here:
Salzachweg 1
5061 Elsbethen-Salzburg

There can be three reasons for this:

Combined discounts on one order are not possible. If you have already redeemed bonus points with your order, a further discount using a voucher code is no longer possible.

The voucher code is not available for your customer group.

After entering the discount or voucher code, you have forgotten to confirm the entry (using the enter button). The voucher will then not be taken into account for this order, but can be redeemed for another order.

If none of the above reasons apply, please contact our customer service team. We will be happy to help you

✉ service@perro.at
☎ +43(0)662 64 50 20

In most cases, this is because the account has been blocked for security reasons. This happens, for example, if the wrong password is entered several times.

In this case, please contact our customer service. We will be happy to help you log in again.✉ service@perro.at ☎ +43(0)662 64 50 20

PERRO offers you the following payment methods to settle your invoice:

• Credit card (Master, Visa & American Express)
• PayPal
• ApplePay
• eps (Austria only)
• Klarna
• Purchase on account (for Austrian customers)
• Prepayment

Please note that PERRO reserves the right to change the payment method without giving reasons.

The ordered goods will be reserved for you for 10 working days. Please pay the outstanding amount within this time. As soon as the payment amount has been credited to our account, your order will be processed and dispatched.

Can I also pay my prepayment via PayPal?

Of course you can also pay your prepayment via PayPal. You will find all the information about this in your prepayment email, which you will receive from our order department after the order process.

You can change your password yourself at any time in your personal area in our online shop under "Personal data".

The email address can be changed at any time in the logged in state in the personal area under "Personal data".

Yes, with us purchase on account is possible for customers from austria in principle. You will receive the invoice with your delivery and pay the invoice amount conveniently by bank transfer or PayPal.

Bank details:
Salzburger Sparkasse Bank AG
IBAN: AT79 2040 4000 4317 8185
BIC: SBGSAT2SXXX

Raiffeisenbank Salzburg
IBAN AT77 3503 4000 0012 0394
BIC RVSAAT2S5034

PayPal:
monika.morisse@perro.at

Please include the invoice number or customer number in the reason for payment for electronic transfers. Please note that PERRO reserves the right to change the payment method without giving reasons.

The customer number can be found on your invoice or delivery note, which you receive with every order.

We can offer you samples of our PERRO dry dog and cat food for testing. Write us a few lines about your pet (age, breed, intolerances, certain likes or dislikes), the variety you would like to test and your address details or your customer number, if already available, to our nutritional advice. If you are unsure what you would like to try on your pet, you can also contact our free nutritional advice service in advance.

Unfortunately, we do not carry food samples from other manufacturers, but small packages are often available. You can reach our nutritional advice here:

✉ ernaehrungsberatung@perro.at
☎ +43(0)662 64 50 20

Registering for the PERRO newsletter is very easy via our online shop. With just a few clicks, you'll be informed about news, promotions and tips & tricks every week.

If you want to unsubscribe from our newsletter, you can do so directly in the newsletter you have received from us. If you click on "unsubscribe here" at the end of the newsletter, you will no longer receive the newsletter.

You can easily reach us by email or phone:

✉ Email: service@perro.at
☎Phone: +43 (0) 662 645020 (MO - FR, 08:00 - 18:00)

Or if you would like to submit your enquiry directly online, please use our contact form. You can easily send us your question there.

Depending on the product and supplier, the measuring methods differ. It is best to measure with a flexible measuring tape. The dimensions should always be measured close-fitting, without addition. For long-haired dogs with particularly dense fur, however, the fur must be included.

For the correct instructions for each product, please refer to the product page in our online store. Our customer service team with its many years of experience and product knowledge is also happy to provide advice. Here are the most important dimensions at a glance:

Neck circumference: is usually measured at the point where the dog usually wears its collar.
Chest circumference: at the widest or deepest part of the chest.
Back length: starting at the transition from neck to back to the base of the tail (on a standing dog).
Muzzle length: about 1-2cm under the eyes to the tip of the nose.
Muzzle circumference: at the widest point of the muzzle.
Paws: to choose the right booties you need the paw length, paw width and for some manufacturers the circumference. Width and length are easiest to determine by placing the dog on a white sheet of paper and with a loaded paw both front and back, as well as right and left directly on the paw put a mark on the paper. Length and width can then be easily measured with a ruler on the sheet of paper.

Have you ordered this item from us before? You can view previous orders in your customer area, perhaps you will find the article or article number there. If you can't find what you're looking for, our customer service team will be happy to help.
✉ service@perro.at
☎ +43(0)662 64 50 20

At PERRO, we actually offer the possibility to actively choose a more environmentally friendly option. At the customer's request, we package PERRO products in line with our "zero waste strategy".

What is behind this? We process our used cartons into filling material and put this into the cartons instead of the bubble wrap. At the moment this is not enough for all orders. If you wish to transport the products in zero-waste packaging, please note this in the comments field when ordering. No new cartons will be purchased for this purpose, but used cartons will be recycled. Since the cardboard filling material is unfortunately not enough, we resort to bubble wrap as a second option.

We would like to briefly explain why we do this and what advantages this also offers

• Bubble wrap has a lot of volume due to the contained air at a comparatively very low material input (plastic).
• Goods are well protected by the bubble wrap.
  
• Breakage or damage are optimally prevented.
• Replacement of goods due to damage is minimized, which in turn leads to less transportation costs.
• The bubble wrap is not a composite material, but pure plastic. Therefore it is completely recyclable and reusable!

As long as your order is not yet in our warehouse, it is possible to add items or modify the order. In this case, please contact our customer service:
✉ service@perro.at
☎ +43(0)662 64 50 20

Yes, Austrian Post or DHL in Germany are reliable partners. Shipping is climate-neutral.

The delivery time for items in stock is usually around 3 - 7 working days.
We ask for your understanding that the delivery service may need a little more time for delivery depending on the delivery address. On special offer days with extremely high order volumes, it may also take a little longer on our part.

Yes, that's no problem!
Please indicate your wish for collection when you place your order. You will be notified as soon as the goods are ready for collection at the PERRO SHOP Salzburg-Elsbethen and you can pay conveniently at the checkout on site.
The pick-up address is: Salzachweg 1, 5061 Salzburg-Elsbethen, Austria.

Please note the opening hours of the PERRO SHOP Salzburg-Elsbethen:
Monday - Friday: 9:00 - 18:00 and Saturday: 9:00 - 13:00.
Attention: We currently only offer this option in our Salzburg-Elsbethen shop.

We send our parcels in advance with the Austrian postal service and currently still use the DPD delivery service on request (delivery maximum once a week).

End customer and vet: From a minimum order value of € 49,- we will send you your parcel free of shipping costs in Austria and Germany.

B2B: From an order value of €150,- you will receive your delivery free of charge.
You can find detailed shipping information and information on all other EU countries under the menu item Shipping.

If an item is on backorder, this will be noted on the invoice and the item will be sent automatically when it becomes available.

If an item is missing from your delivery and is not noted as backordered on the invoice or delivery bill, please contact our customer service:

✉ service@perro.at
☎ +43(0)662 64 50 20

Orders can be placed with us online, by telephone, by e-mail or by fax.
✉ bestellung@perro.at
☎ +43(0)662 64 50 20
Fax: +43(0)662 64 50 20 - 4

You can find out the status of your order via our customer service. If you have not received your goods within the specified delivery time, please also contact our customer service.

✉ service@perro.at

☎ +43(0)662 64 50 20

You will also receive an email with your consignment number as soon as the goods have left our dispatch warehouse. Please always make sure that your e-mail address is entered correctly in the customer data.

Yes, this is possible. You can change your delivery address online at any time in the "Personal data" section and add as many delivery addresses as you like.

Note: Please note that the delivery and billing address must be in the same country!

No, there is no minimum order value at PERRO. For orders with a value of less than €49, end customers will be charged a shipping fee of €5.90.