We ship orders as quickly as possible - usually within 1 business day of payment. Delivery time depends on the selected carrier and destination. Usually the package arrives within 2-4 business days.

1. Complaints by mail

Fill out our complaint form and send it together with the claimed goods and a copy of the tax document (receipt or invoice) to the following address:

Pluto Pet Store

Janovského 995/52, 170 00 Prague 7 – Holešovice

As soon as we receive your shipment, we will let you know by email. The legal deadline for handling a complaint is 30 days, but we can usually handle it much sooner. We will keep you informed about the progress.

2. Complaints in person at the store

If you are close by, you can also handle the complaint in person - come to our Pluto brick-and-mortar store at Janovského 52, Prague 7. Just bring the goods, receipt or invoice and we will fill out the complaint form together.

You can download the complaint form here – [link to PDF] or request it from us in person or by e-mail at info@pluto.pet

You can return the goods without giving a reason within 14 days of delivery. The product must be undamaged, unused, with all tags and in the original packaging. We will refund the money immediately after the goods are delivered back to us.

Instructions and conditions for returning goods can be found here [link].

I don't have time to pick up the goods that are ready at the store within the reservation period, what should I do?

Please contact us as soon as possible by email or phone. If possible, we will be happy to extend the deadline or agree on another solution.

Free shipping is automatically available for orders over CZK 1500. Alternatively, you can get it during our special promotions - follow us on Instagram @pluto.petstore

I received damaged goods, what should I do now?

We're sorry! Please write to us as soon as possible at store@pluto.pet, attach photos of the damage and your order number. We will resolve it immediately - with an exchange or refund.

After the goods have been shipped, you will receive an email with a link to track your shipment. If you have not received anything, please check your spam or write to us.

Yes, we also deliver to Slovakia.