Shipping policy

Payment, Shipping and Returns Policy

Payment Methods

When filling out the online forms, the customer chooses one of four ways to pay for the goods:

Pay by bank transfer based on an invoice after confirming the goods.
If you choose “Pay by invoice,” after submitting the order form you will receive an order confirmation email together with an invoice to pay for the goods and the selected delivery method. The order total will include the value of the order and the delivery fee. Payment must be made within 1–2 days of receiving the invoice. The delivery time depends on how promptly the order is paid. The goods are shipped immediately after payment is confirmed. Within 1–3 days, the carrier Omniva will send an SMS to your phone with the locker code for the parcel terminal you selected at checkout. This means you can collect the parcel from the Omniva terminal.
Pay by bank card upon pickup at an Omniva parcel terminal.
If you choose “Pay upon pickup at the Omniva parcel terminal,” you will receive an order confirmation email and the order will be processed. 1–3 days after the order is confirmed, you will receive an SMS with the locker code for your chosen terminal where the parcel has been delivered. The order must be paid by bank card at the terminal. All parcel terminals are equipped with card payment terminals. The order total will include the product price, delivery fee, and Omniva’s commission fee for payment at the terminal*.

* Note: The Omniva system charges an additional commission of €1.40 for orders up to €117; for orders over €117, an additional 1.2% of the order total is added.

Attention: When paying at the parcel terminal, only bank cards are accepted.
Pay by bank card upon delivery to the OMNIVA courier.
Choosing “Pay upon delivery to the OMNIVA courier” means you will receive an order confirmation email and the order will be processed. The courier will call to inform you of the delivery time. The order must be paid by bank card to the courier upon delivery (the courier carries a mobile card terminal). The order total will include the order value, delivery fee, and Omniva’s commission fee for payment upon delivery*.

* Note: The Omniva system charges an additional commission of €1.40 for orders up to €117; for orders over €117, an additional 1.2% of the order total is added.

Attention: When paying the courier, only bank cards are accepted.
Pay by bank card at the time of ordering.
If you choose “Pay by bank card at the time of ordering,” you will be redirected to the relevant page section and complete the form required for card payment.

We accept VISA and Mastercard bank cards.

Please note that the information received about the customer’s bank card is highly confidential, securely protected, and not disclosed to third parties.

“Website Terms of Use” Section

Placing an Order

Products of SIA “NOVA TRADER” can be purchased by completing the online order forms on http://dogslikefish.com.

After the forms are completed on the website, they are processed by the company’s staff, and the customer receives an email stating that the order has been received and confirmed.

Product Returns / Order Cancellation / Refund Policy

1. Returns

1.1. The customer has the right to return the goods to the seller within 7 days from the time of receipt.

1.2. The customer has the right to return goods to the seller in the following cases:

The product does not correspond to the image and description on the website on which the customer based the order;
The product was delivered in an unsatisfactory condition: the product’s own packaging is torn, the product weight does not correspond to the weight indicated on the website and on the packaging, the product is damp or moldy, or the product arrived already cracked, damaged in the packaging, and unsuitable for further use;
The actual order amount does not match the amount indicated on the payment invoice / at the Omniva terminal at the time of pickup;
The customer made a mistake in choosing the product, selected the wrong item, or the wrong choice occurred due to technical or software errors on the website, resulting in the customer receiving different products than those ordered;
Due to the company administration’s fault, the customer received different products than those ordered.

1.3. To proceed, contact SIA “NOVA TRADER” by sending a return claim email to: dlf@dogslikefish.com.
You can also contact company staff by phone: +371 28696001.
The email must include your name and surname, order number, and the reason for return; if possible, attach photos showing the condition of the goods upon receipt.
Immediately after receiving the email, a company representative will contact the customer and discuss verbally the details of return, non-return, or exchange.

1.4. If the product is still in a saleable condition, it must be sent back to the seller. To do this, after recording the product’s condition (based on photos or the customer’s description), the company employee will arrange company-paid return shipping and send a prepaid Omniva address label, so the customer can return the product via an Omniva parcel terminal.
After receiving the address label, the customer must print it, attach it to the parcel, and drop it off at an Omniva terminal.

1.5. The customer may request to exchange the received goods for another equivalent product if any of the reasons listed in section 1.2 occurred.
If the product is still in a saleable condition, it must be sent back to the seller. The company employee will arrange company-paid return shipping and send a prepaid Omniva address label as above.
Upon receiving the returned product in unsatisfactory condition, an SIA “NOVA TRADER” employee will send a new, compliant product to the customer via Omniva parcel terminal.

2. Refunds

2.1. The customer has the right to request a refund of the amount paid for the product in the cases specified in section 1.2. As with returns, the customer has the right to request a refund within 7 days from the date of receiving the goods.
To do this, the customer must request a refund for the non-compliant product in the claim email and provide their bank account. The procedures in sections 1.3 and 1.4 must be followed.
Within 2 business days of receiving the claim, a credit invoice will be sent to the customer. The customer must sign the return invoice, photograph/scan it, and send the signed document to the seller at dlf@dogslikefish.com.

2.2. Within 3 days, the company will transfer the paid amount to the customer’s bank account.

3. Order Cancellation

The customer has the right to cancel the order.

Attention! An order can be canceled within 5 hours after placing the order.
The order is canceled in accordance with the procedure described in section 1.3.
After that, the order will be canceled immediately, and the customer will receive an order cancellation notice by email.