Service & help

As soon as you have found an item, place it in the shopping cart. If this has been done successfully, you can now display your shopping cart. Now check the item in the shopping cart to make sure it is correct. Then you can select the delivery country, payment method and shipping method below the item display. Have you selected everything? Then click once on the "Proceed to checkout" button and we will continue. Either you are already registered with us and can log in immediately, or you simply create a customer account with us. After this step follows the last one, you can now send your order and you will receive an order confirmation from us by e-mail.

We offer the most popular and secure payment methods on. The payment methods we offer include:

• Bank transfer with 2% discount:
  Simply pay the outstanding amount in advance by bank transfer to our bank account at Sparkasse Hochsauerland and as soon as we have received the transfer, your order will be processed further. You will receive a 2% discount (rebate) for this payment method.
• PayPal:
  PayPal is an online payment system that allows you to pay quickly and securely using your verified email address. A PayPal account is required. When paying via PayPal, you have the option of selecting different payment sources, e.g. SEPA direct debit, credit card, etc. As soon as the payment has been received, you will receive a separate confirmation email from PayPal and we will start processing your order.
• Amazon Payments:
  The advantages for you are a high level of security and the convenience of only having to log in with your Amazon account without having to create another payment method. You can also pay with Amazon credit from vouchers. When paying via Amazon, you do not incur any additional costs and your payment information is not passed on.
• Klarna invoice purchase:
  With the purchase on account via Klarna, you can conveniently order online from us and pay by invoice after receiving the goods. The payment period is 14 days from dispatch of the goods. Klarna carries out a credit check. If Klarna rejects the purchase on account, you are welcome to choose another payment method.
• Klarna instalment purchase:
  With the instalment purchase via Klarna, you can conveniently order online from us and pay in several instalments after receiving the goods. Klarna carries out a credit check. If Klarna rejects the purchase by instalment, you are welcome to choose another payment method.
• Klarna instant bank transfer:
  With Klarna instant bank transfer you can pay conveniently and securely with your online banking data. All you need is a PIN and TAN from your online banking account. With the confirmation from Klarna, we can ship your order immediately.
• Giropay:
  The payment method giropay is one of the most popular in Germany and is supported by over 1,500 banks nationwide. Transfer money online securely, quickly and easily: No problem with the tried and tested giropay. All you need is a PIN and TAN from your online banking account. The money is credited to our bank account immediately, so we can ship your order right away.
• Credit card:
  Of course you can also pay with your credit card. Simply select the credit card payment method and you will be taken to the encrypted entry page. Here you only have to enter your credit card details and your payment will be transmitted to us and we can process and ship your order immediately.
• EPS:
  The eps transfer refers to a payment method jointly developed by several Austrian banks. If you have decided to pay by EPS, you first select an Austrian bank to continue the payment process. You will then be redirected to the page of your bank, where you simply go through the steps of online banking. Finally, you only need to authorise the completed payment form. After successful completion of your order, you will receive a confirmation from your bank before you are redirected back to our website.
• iDeal:
  iDeal allows you to transfer your order quickly and easily. If you have access to online banking at a participating Dutch bank, you can select iDeal as your payment method. You will then be taken directly to your bank's payment page at the end of the ordering process, where you can log in with your login details to complete the transfer. After the payment has been successfully completed, you will be redirected back to our website and receive an order confirmation by email.
• Apple Pay:
  Apple Pay is a simple and private way to pay for your orders online. You no longer have to search for your wallet to find the right card. With Apple Pay, all you need is an iPhone, iPad or Apple Watch nearby and you can pay within seconds. A payment via Apple Pay requires that a bank card has been linked in the Apple Wallet. If a card has been deposited, the order only needs to be authenticated by you via Touch ID or Face ID so that we can subsequently ensure prompt dispatch of your order.

Please send an e-mail to our customer service info@zoostore.de or call us at +49 (0)2985-3689961 so that we can cancel the order as soon as possible.

Germany 
Shipping costs once: 4.99 Euro
Delivery time: 2 - 5 Working days

Austria, Netherlands, Belgium, Luxembourg
Shipping costs once: 9.99 Euro
Delivery time: 2 - 5 Working days

Denmark, Italy, France, Czech Republic, Poland
Shipping costs once: 12.99 Euro
Delivery time: 3 - 6 Working days

Slovakia, Slovenia, Hungary
Shipping costs once: 19.99 Euro
Delivery time: 4 - 7 Working days

Croatia, Estonia, Finland, Latvia, Lithuania, Spain (without islands), Sweden
Shipping costs once: 24.99 Euro
Delivery time: 4 - 7 Working days

Some items can only be shipped within Germany due to the package size.

We currently deliver to the following countries:
Germany
Austria
Netherlands
Belgium
Luxembourg
Denmark
Italy
France
Czech Republic
Poland
Slovakia
Slovenia
Hungary
Estonia
Finland
Croatia
Latvia
Lithuania
Spain (without islands)
Sweden

Please email our customer service team at info@zoostore.de and we will check where your parcel is currently located and inform you as soon as possible.

You have a one-month right of withdrawal on all items purchased from Zoostore. During this period, you can cancel and return the item you have purchased without giving any reason. The period begins at the earliest with the receipt of the goods and this instruction.

Please send returns to the following address:
PETGARD GmbH
Ruhrstrasse 13
59955 Winterberg (Germany)

The postage costs for the return shipment are to be borne by the buyer, unless it is a complaint.

If there are any errors of any kind in our online shop or if you discover an error with one of our products, please let us know and send us an e-mail to info@zoostore.de or contact us by phone at +49 (0)2985-3689961 and we will take care of the problem as soon as possible!

You can reach us by email at info@zoostore.de or by phone at +49 (0)2985-3689961.

We have already had several cases where hair got into the pump and thus no more water was transported. Or the water was very calcareous so that the lime and/or dirt deposits blocked the pump.

On the side where the grille is, you can reach under it with a thin screwdriver and then simply remove the grille. Underneath there is a small round plastic part, just carefully reach into the hole in the middle with the screwdriver and lift the part. Underneath is a small paddle wheel where hair tends to get caught. It is also important that you pull out this small paddle wheel and axle completely and clean it thoroughly. Dirt and limescale tend to collect there and prevent the shaft from turning properly, which then reduces the pumping capacity or blocks the pump completely.