Considered care. Clear answers.
For Nordic dog owners, groomers, retailers and distribution partners. Explore clear guidance on orders, delivery, product care and wholesale.
Orders & Delivery
Which Nordic countries can I order from?
Consumer destinations available for your basket appear at checkout. Wholesale supply, brand permissions and delivery are confirmed separately for each market. Consumer availability does not guarantee B2B supply. If your Nordic country is not listed, contact us with your destination, business type and products of interest.
How long does delivery take?
Estimated delivery time depends on your destination, the service available and the carrier. Current estimates and charges are shown at consumer checkout or in the written trade quotation or order confirmation. Times are indicative unless a specific date has been agreed in writing.
How can I track my order?
After dispatch, tracking details are sent by email and/or SMS when available for the selected delivery method. Check your spam folder and confirm the contact details on your order. If tracking is missing or has not updated, email post@pataljanis.com with your order number.
How are VAT, customs duties and import charges handled?
Tax treatment depends on the destination, buyer status and transaction. Any VAT or other charges collected by Pataljanis are shown at checkout or in the written quotation or invoice. Please provide accurate business and VAT details. Import VAT, customs duty or similar charges payable to local authorities are normally the importer's responsibility unless your order confirmation says otherwise.
Can I change or cancel an order?
Contact us as soon as possible with your order number and requested change. We will confirm whether it can still be made. Once an order has been accepted and entered fulfilment, changes or cancellation may no longer be possible. Any consumer rights that apply in your country remain unaffected.
What if my order arrives damaged, incomplete or incorrect?
Check the delivery promptly. Keep the packaging and take clear photos of the parcel, label and affected items. Email post@pataljanis.com with your order number, product or SKU and a short description. For trade orders, inspect the goods on arrival and notify us in writing without undue delay; contact us before returning anything. Consumer rights under local law remain unchanged.
What happens if a parcel is uncollected or delivery fails?
Please collect the parcel within the carrier's stated period and keep the delivery details complete. If it is returned because an address was incorrect or it was not collected, necessary and documented return or re-delivery costs may apply where permitted by law and not caused by us. An uncollected parcel is not automatically treated as a cancellation. Contact us if a delivery issue arises.
Can my order arrive in more than one parcel?
Some items may travel in separate parcels because of stock availability, size, carrier or fulfilment location. Each parcel may have its own tracking update. Any delivery charges payable to Pataljanis are shown at consumer checkout or confirmed in the written trade quotation or order confirmation.
Returns & Payments
When is an approved trade invoice due?
Prepayment is standard for trade orders. Invoice terms are available only if approved in writing; unless a different term is agreed, approved invoices are due within 14 calendar days of the invoice date.
What payment methods can I use?
Consumer payment methods available for your destination are shown at checkout before you place your order. For trade orders, prepayment is standard. Any alternative payment arrangement must be expressly confirmed in writing before the order is accepted.
How do returns work for business orders?
Business orders have no statutory consumer withdrawal right. Returns are accepted only with our prior written approval. Please send your order number, SKU, quantities and reason to post@pataljanis.com and wait for written instructions before returning anything.
How do consumer returns work?
Consumer withdrawal and return rights depend on the applicable law and the terms for the country you ordered from. Check the return instructions shown for your destination and contact us before sending an item back. We will confirm the correct process and return address.
Can opened or used products be returned?
Whether an opened or used item can be returned depends on the product and the consumer rules applicable to your destination. For trade orders, returns require prior written approval. Contact us with your order number and the product's condition before sending anything back; wait for our instructions.
Products & Care
What if a product is out of stock?
If available, use the back-in-stock notification on the product page to hear when an item returns. Availability and restock timing can change, and some products may be seasonal or limited. If no notification is offered, email us with the product name or SKU and we will check what information is available.
Do I need to use conditioner?
Conditioner is not essential for every coat, but the right one can help with manageability and brushing. Choose according to coat type and grooming needs, and follow the individual product instructions. If you share the coat type and product you are considering, we can point you to the relevant guidance.
How do I dilute shampoo?
Dilution ratios are product-specific; there is no single ratio for every shampoo. Follow the instructions on the product label or product page and measure carefully. If dilution guidance is not shown, contact us with the product name or SKU before use instead of guessing.
How do I choose the right care for my dog?
Start with the product details and instructions on each product page, including coat type, intended use and any dilution guidance. If you are unsure, email us with your dog’s coat, skin needs and grooming routine and we will point you to relevant information. For a medical concern, ask your veterinary professional before trying a new product.
What should I choose for a sensitive coat or skin?
Read the full product description and ingredient information before ordering, and follow the label for use. Introduce a new grooming product gradually and test a small area first where appropriate. If your dog has ongoing irritation or a diagnosed skin condition, ask your veterinary professional before use and stop if irritation occurs.
Are your products suitable for puppies and young dogs?
Suitability and any minimum age vary by product. Read the product page and label before use. If no age guidance is shown, contact us with the product name or SKU before ordering. For a puppy with a skin concern, check with your veterinary professional.
Can you advise on allergies or skin conditions?
We can point you to product descriptions and ingredient information, but we cannot diagnose a condition or provide veterinary advice. If your dog has known allergies, persistent irritation or discomfort, ask your veterinary professional before introducing a new product. You can email us a product name or SKU if you need help locating its ingredient information.
Can I use human shampoo on my dog?
We recommend using products formulated specifically for dogs. Human shampoos are designed for human skin and may not be suitable for a dog’s skin and coat. A dog-specific shampoo is the best starting point for gentle, appropriate care.
Trade & Wholesale
Are exclusivity or distribution rights included?
Exclusivity, agency or distribution rights are not included by default. They apply only if expressly agreed in writing, with the relevant territory, brand, channels, products and term clearly set out. Include your target markets and rollout plans in your application so we can discuss fit.
How are trade prices, quantities and delivery confirmed?
Send us the product names or SKUs, quantities, destination country and expected channels. We confirm trade pricing, any case-size or order requirements, availability, delivery service, charges and applicable taxes in a written quotation or order confirmation. An order is accepted when we expressly confirm it.
Who can apply for a Pataljanis trade account?
Trade accounts are intended for established pet retail chains, independent shops and e-commerce stores, grooming salons, distributors and importers. Applications are reviewed for business fit, intended markets, product interests and sales channels. Brand and country availability are confirmed separately.
How do I apply for a Pataljanis trade account?
Apply through our Trade Account Application page. Include your registered business name, registration country and number, VAT number or status, contact person, website and sales channels, markets served, products of interest and estimated opening order. We review each application; account approval and brand or market availability are confirmed separately.
What is the standard opening order for a trade account?
The standard opening order minimum is EUR 850 excluding VAT unless we expressly agree a different amount in writing. Product availability, assortments and any case-size requirements are confirmed in your written quotation.
Which Nordic markets can Pataljanis supply to?
Wholesale supply is confirmed market by market. Our B2B availability and brand permissions across Nordic countries are still developing; consumer availability in your country does not mean wholesale supply is available. Send us your destination country and the brands or products you want to stock so we can confirm eligibility, local requirements and delivery.