IS THE WEBSITE SECURE?
The protection of your personal data is very important to us. We use TLS encryption (Transport Layer Security protocol) to ensure that your data is always fully protected.
This means that all data you send to us, such as address or credit card details, is encrypted and cannot be read by anyone other than you and us.
WHICH PAYMENT METHODS DO WE OFFER?
We offer the following payment methods:
Credit card (Visa, Mastercard)
Debit card (Visa)
PayPal
Invoice (Klarna)
Klarna
All payment methods are completely secure. Your personal information (such as payment information, email, and address) and payment details are protected through encryption and an additional authorization process.
Credit card/debit card
Your credit or debit card will be charged after the order is completed.
PayPal
If you wish to pay via PayPal, you will be redirected to PayPal to complete the payment. If you do not have a PayPal account, you can create one during the checkout process.
Please note that you cannot send us money via PayPal afterwards to pay an invoice. Unfortunately, we do not accept payments from PayPal accounts in the USA.
Invoice
If you wish to pay by invoice, you will be redirected to Klarna when completing the order. The invoice purchase is handled by Klarna and their terms of payment apply.
(Klarna)
If you wish to pay via direct bank transfer (Klarna), you will be redirected to Klarna to complete the payment. Access to online banking is required. Follow the instructions displayed.
Please note:
In some cases, depending on the chosen payment method and any credit check, Alpha Zoo only accepts certain payment methods for purchases by invoice.
HOW DO I CHOOSE OR CHANGE MY PAYMENT METHOD?
After you have selected your products, you can choose a payment method during the checkout process.
Once the order is completed, the payment method cannot be changed.
MY PAYMENT (PAYPAL OR CREDIT/DEBIT CARD) DID NOT WORK. WHAT DO I DO?
If the payment does not work, contact our customer service and they will assist you further.
We will help you quickly find a solution.
I HAVE RECEIVED A PAYMENT REMINDER EVEN THOUGH I HAVE ALREADY PAID.
In exceptional cases, a payment reminder may be sent automatically even though payment has already been made, due to system automation and minor time differences.
If this happens, contact our customer service. We will check the payments and resolve the matter quickly.
WILL I RECEIVE AN ORDER CONFIRMATION?
After your order, you will automatically receive an order confirmation via email.
Also check your spam folder, especially for your first order.
If you have not received an order confirmation, contact customer service and they will assist you further.
HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED?When your package is packed and handed over for delivery, you will automatically receive a delivery confirmation via email.
Also check your spam folder, especially for your first order.
If you have not received a delivery confirmation, contact customer service.
CAN I COMBINE MULTIPLE ORDERS?
No, unfortunately it is not possible to combine orders.
Contact customer service with the order numbers and we will find a solution.
If the order has already been packed or handed over for delivery, no changes can be made.
IS DELIVERY FREE OF SHIPPING COSTS?
For orders over 800 SEK, shipping is free within Sweden.
WHICH DELIVERY COMPANY DO YOU USE?
We send your package in a climate-friendly way with DHL.
This means that your order is climate-neutral and carbon-offset through internationally recognized climate projects.
WHAT HAPPENS IF I AM NOT HOME WHEN THE PACKAGE IS DELIVERED?
If the courier does not find you at home, a notification will be left with information about where the package can be picked up, e.g., with a neighbor or at the post office.
You can also specify a different delivery location, redirect the package, or book a new delivery via the DHL portal.
If you have not received the package or a notification after 4–5 days, check the package status via the tracking link in the delivery confirmation.
CAN I PROVIDE A DIFFERENT DELIVERY ADDRESS?
Yes, during the order process, you can provide a different delivery address than the billing address.
Do the following:
-
Under "Order details", click on "Add new delivery address" and fill in the address.
-
Uncheck "Billing address is the same as delivery address".
-
Then select the new delivery address in the field for delivery address.
WHEN WILL MY PACKAGE BE DELIVERED?
Usually, packages are delivered within 1–2 business days within Sweden.
HOW DO I TRACK MY PACKAGE?
When the order is packed, you will receive an email with a delivery confirmation and a tracking link.
You can easily follow your package via the link in the email.
MY PACKAGE ARRIVED DAMAGED.
If the package or product is damaged, contact customer service via email (info@alphazo.(se,dk,no)
We need your order number and a picture of the damage to assist you quickly.
HAS MY PACKAGE GONE MISSING?
Sometimes deliveries can be delayed due to reasons beyond our control. Check the tracking status via the link in the delivery confirmation.
If the problem persists, contact customer service.
MY PACKAGE IS SHOWN AS DELIVERED BUT I HAVE NOT RECEIVED IT.
Ask neighbors and/or the delivery driver. Also check your mailbox for a delivery notification.
If the package is still missing, contact customer service.
MY ORDER DID NOT ARRIVE COMPLETE.
Contact customer service and provide the order number and the missing product, and we will help you quickly.
I RECEIVED THE WRONG PRODUCT.
Contact customer service and send the order number and a picture of the incorrect product.
CAN I RETURN A PRODUCT?
Returns are possible within 14 days of receipt. Only unopened and sealed products are accepted.
Opened products, unfortunately, cannot be returned.
HOW DO I MAKE A RETURN?
Contact customer service with the order number and which product you wish to return.
ARE THERE FREE RETURNS?
You as a customer are responsible for the return shipping to our warehouse; we also charge a return fee of 69 SEK and a warehouse handling fee of 100 SEK.
WHICH PRODUCTS CANNOT BE RETURNED?
For hygienic reasons, we cannot accept opened or used products such as food, dietary supplements, or cleaning products.
WHEN WILL I GET MY REFUND?
After we have received and inspected your return, the amount will be refunded within 14 days.
CAN I EXCHANGE A PRODUCT?
Direct exchange is unfortunately not possible. Please return the product first and then place a new order.
WHO PAYS FOR THE RETURN COST?
Return costs are covered by us in the event of a complaint or incorrect delivery. For voluntary returns, the customer bears the cost.
HOW DO I CONTACT CUSTOMER SERVICE?
Click on "contact us" at the bottom of the home page.