Bone Broth Beef

Criteria for returning an item:

• The return must be logged within 7 days of the item being bought or delivered, whichever is later.
• You must be able to provide proof of purchase.
• The item must be in a re-sellable condition except in the case of damaged or faulty items.
• The item must qualify as an item that can be returned. See non-returnable items below.
• The item must be in its original packaging.

Non-returnable items:

• Food or snacks, unless the follwing:

  items of food that are damaged prior to receipt;

  where the expiry date on the item precedes the delivery date;

• Items explicitly marked as non-returnable.

The Returns Process

1. Contact Us

If on receiving your order you are not absolutely happy with your purchase or we have delivered the wrong product or a faulty product, please email us on info@doctorelk.com immediately.

2. Return the Item(s)

We pride ourselves on our attention to detail but sometimes we get things wrong. If we have delivered an incorrect, faulty or expired item to you, we will arrange to collect and replace or refund the item, at our cost, as quickly as possible.

If you are wanting to return an item because it is unpalatable to your pet, doesn't fit your pet or you have changed your mind and don't want it any more, you will need to arrange to return the item, at your own cost, to our head office at Private Vitamin, d.o.o. Naversnikova ulica 15, 3000 Maribor, Slovenia (EU).

We reserve the right to charge a 10% administration fee for returned orders should the returns process incur significant administration expenses.

3. Receive a Replacement or Refund

If the return is due to an error on our part we will replace the item or process a refund (where available*) as quickly as possible after receiving the returned product. A refund will typically take a maximum of 10 working days from the date of receiving your returned item, and we will notify you by email when the refund has been processed. Unfortunately we can't send you a proof of payment as this is typically handled by a third party payment processing partner. * IMPORTANT NOTE: Any orders paid for by EFT can not be refunded into your bank account as a result of fraud risk. Instead, an online gift card or points credited to your dr ELK card can be offered for the amount of the refund value.

4. Repairing an Item

If your product is out of its warranty period, you will incur shipping and repair costs. There will be a minimum fee of R100 to collect and return it to you. The amount you pay will be based on your collection and delivery location. If the product is still under warranty, the collection and return costs will be on us.

Any repairs not covered by warranty will be quoted on for your approval, and we will require payment before any work is done.

PLEASE NOTE that only goods returned in their original condition and packaging will be accepted back for credit. Should goods be returned to us outside of the procedure detailed on the left, we cannot be held liable for tracking the product(s) return and therefore the ultimate requested refund.

We endeavor to process all placed orders within one business day (excluding Sundays and holidays). You will receive an email notification when your order has shipped. Any orders placed before 1pm MT time will normally be processed on the same business day of order. Orders placed after 1pm MT or on a non-business day will be processed the next business day.

During busy periods of the year (for example, but not limited to, May Holiday, Christmas, Black Friday, Holiday Season), orders may take a little longer than normal to be processed. Delivery times may also be impacted during the busier times of the year. Please refer to the shipping confirmation email to track the status of your order and for up-to-date delivery information.

On occasion, our products may go out of stock. We may continue to sell these products on a pre-order basis. We will prominently display an announcement message for any of our products that are only available on a pre-order basis along with an estimated shipment date.

Domestic Shipping Rates and Estimates

We currently only ship to states and territories within the European Union. We offer 3-5 day business shipping on all orders. Shipping is free for all orders of 80.00 euro and over. We charge a product price shipping rate of 8.00 euro for all orders under 20.00 euro and 12.00 euro for all orders between 20.00 euro and 80.00 euro.

International Shipping

We do not ship internationally.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check it’s status. Please allow 48 hours for the tracking information to become available.

Sometimes, things get lost in the post. If you haven’t received your order within 7-10 days of receiving your shipping confirmation email, please contact us at info@doctorelk.com with your name and order number, and we will look into it for you.