Shophilfe FAQs

Complete feed: The feed is sufficient to cover the nutrient and energy requirements of the animal and is composed of several individual feeds. Dry and wet feeds are mostly complete feeds and facilitate the feeding of the four-legged friend in line with the species and requirements.

Single feed: A single feed consists of only one ingredient and is NOT sufficient to feed the dog according to its needs.

Supplementary feed: A supplementary feed (compound feed) consists of various individual feedstuffs. However, the formulation is not designed to meet requirements. It should only ever be fed as part of a feeding regime in combination with a complete feed.

Dry food should be stored in a cool and dry place. It is best to leave it in the original feed bag and close it tightly after each feed removal. Alternatively, the feed can also be transferred to an airtight sealable feed garbage can. The best protection is certainly obtained by storing the complete feed bag in a feed container.

Wet food can be stored in the refrigerator for 2-3 days without any problems. To do this, it is best to put the contents in a storage can or close the can itself with a can lid.

Delicatessen Roll: Cut rolls should be stored in the refrigerator like wet food and consumed promptly. A closed single roll, on the other hand, will keep for several months, but will dry out somewhat over time. The nutrients are not affected by this.

Important note: Food should always be fed at room temperature and never directly from the refrigerator.

We carry small and soft reward snacks, as well as dog cookies and tube snacks, such as liver sausage.

Each type of treat has different benefits and uses.

Small and soft snacks are ideal for clicker training as well as for very small or even older dogs.

Dog cookies come in diverse varieties, from small crunchy bones to hard dental care cookie bars.

A crispy snack between meals makes every four-legged friend happy. For rescue dog work or even recall training, food tubes offer the ideal reward option, clean, practical and irresistible!

Yes, the flakes from PERRO must be mixed with warm water about 1:1 before consumption. Then allow to swell for 5-10 min and then mix into the food. Depending on the life stage and activity, the amount may vary.

Junior: 20%* Flakes : 80% Premium Pure Tin
Adult: 30%* Flakes : 70% Premium Pure Tin
Senior: 40%* Flakes : 60% Premium Pure Tin

*in the soaked state

30 g dried flakes correspond to approx. 100 g in the soaked state - differences depending on the product. Info about this you can findYou in our online store.

You can find out the perfect, individual mixing ratio for your dog from our PERRO nutrition expert:
✉ ernaehrungsberatung@perro.at
☎ +43(0)662 64 50 20

Both in the PERRO online store and in our PERRO catalog, the various properties of the food and the intended use are described in detail. Since the well-being of your four-legged friend and satisfied dog and cat owners are of great concern to us, you are welcome to contact our veterinary nutritionist free of charge:

✉ ernaehrungsberatung@perro.at
☎ +43(0)662 64 50 20

Our production facilities are located in Austria and Bavaria, Germany. These locations give us access to the best and highest quality raw materials, which are preferably sourced regionally. Of course, this depends on the respective availability. In addition, the transport distances are short which has a further positive effect on our climate balance.

Pro Joint 100 is pure green-lipped mussel powder. It has a high natural content of glucosamine glycans, which are needed by the body as building blocks of cartilage and for joint lubrication. It also has natural taurine, which is essential in cats and must be supplied with food.

Pro Joint 40 is a complex preparation in tablet form, which in addition to 40% green lipped mussel powder also has other ingredients for healthy joint development, such as wild salmon and evening primrose oil with a high omega 3 fatty acid content. The contained grape seed oil is a very good antioxidant. Pro Joint 40 should be used as a starter product for acute problems, then Pro Joint 20 powder can be fed on for maintenance.

Pro Joint 20 powder also consists of several components, including 20% green-lipped mussel as well as gelatin and DL-methionine. DL Methionine is an amino acid that is needed in the formation of body tissues such as muscle. The powder is suitable for permanent administration and can already be used in puppies and young dogs for optimal joint development.

Snacks and rewards should generally be given only in small amounts. They should make up a maximum of 5% of the daily feed quantity.

Especially in animals that tend to be overweight, the daily feeding amount should be reduced when snacks are given in order to prevent an increase.

In growing animals, sometimes a larger amount of rewards is needed for education and training. Since snacks are not a balanced diet, they should be reserved for absolute jackpot rewards. For everything else, a portion of the main diet should be used.

SPF stands for Super Premium Moist. Semi-moist or also called soft feeds differ from dry feeds by the higher content of residual moisture. This is in the PERRO SPF varieties at 17-18%. The advantage of these products is, among other things, that the croquettes do not swell up in the dog's stomach.

"Wet food and dry food should not be mixed." There are currently no scientific studies on this subject. This type of feeding must therefore be considered and decided on a very individual basis. However, we can serve with empirical values. Therefore, our tip: If both types of food are to be fed, simply divide it into 2 meals. For example, the dog can be offered dry food in the morning and wet food in the evening.

Soft dog food from PERRO combines the advantages of wet and dry food and is characterized by a high proportion of fresh meat. This gives the food a particularly high moisture content of approx. 18%, which ensures that the kibbles are incredibly tasty and juicy. This makes the acceptance even with picky dogs exceptionally high.

Yes, a small dent is normally no problem at all. If the content looks and smells as usual, you can feed them without hesitation.

Not only can you, you should! The cat, unlike the dog, should have access to food all day, as this corresponds to their natural diet.

Our advice: Fill the bowl in the morning with the appropriate daily amount of dry food. In addition, offer your cat a bowl of wet food in the morning and in the evening - just as much as is taken in by him at one time, since wet food spoils quickly and also attracts vermin. So your cat is optimally supplied!

There are several ways to purchase PERRO products.

1. Online: You can order from the comfort of your home via our online store and get the goods delivered to your home easily and quickly.
2. PERRO Shops: In our 14 PERRO stores you can expect a large selection of PERRO products as well as competent and professional advice.
3. Specialty retailers: Selected specialty retailers carry Perro products. Thereby the consultation of the customer is very important to us.
4. Veterinarians: Veterinarians also trust in PERRO and many of them are long-term partners who, like us, value quality, trust and professionalism. Such partnerships at eye level form a perfect basis for the best possible care of your four-legged friend. You can trust them.
5. Breeders: Some of our breeders also sell PERRO products.
6. Clubs: A small but fine selection of clubs also has some PERRO products on sale.

Our headquarters are located in the Elsbethen district of the beautiful city of Salzburg. There you will find not only our offices, but also our store with 600sqm sales area.

The PERRO Shop Elsbethen is open for you Monday - Friday from 9:00 - 18:00 and Saturday from 9:00 - 13:00.

Here you can find us:
Salzachweg 1
5061 Elsbethen-Salzburg

No, PERRO pet food is only available at PERRO and our exclusive PERRO partners. The competent consultation of our customers is an important concern for us and our employees and partners are excellently trained for this.

Our production facilities are located in Austria and Bavaria, Germany. These locations give us access to the best and highest quality raw materials, which are preferably sourced regionally. Of course, this depends on the respective availability. In addition, the transport distances are short which has a further positive effect on our climate balance.

This can be due to three reasons:

1. Combined discounts on one order are not possible. If you have already redeemed bonus points with the order, a further discount with a voucher code is no longer possible.
2. The voucher code is not available for your customer group.
3. After entering the discount or voucher code, you forgot to confirm the entry (using the input button). The voucher will then not be taken into account for this order, but can be redeemed for another order.

If none of the above reasons apply, please contact our customer service. We will be happy to help you:
✉ service@perro.at
☎ +43(0)662 64 50 20

In most cases, this is because the account has been locked for security reasons. This happens, for example, if you enter the wrong password several times.
In this case, please contact our customer service. We will be happy to help you log in again.

✉ service@perro.at
☎ +43(0)662 64 50 20

This can be due to three reasons:

1. Combined discounts on one order are not possible. If you have already redeemed bonus points with the order, a further discount by means of a voucher code is no longer possible.
2. The coupon code is not available for your customer group.
3. It was forgotten after entering the discount or voucher code to confirm the input (using the input button). The voucher will then not be considered for this order, but remains redeemable for further orders.

If none of the above reasons apply, please contact our customer service. We will be happy to help you:
✉ service@perro.at
☎ +43(0)662 64 50 20

You can change your password at any time in your personal area in our online store under the item "Personal data".

The email address can be changed at any time in the logged in state in the personal area under "Personal data".

The customer number can be found on your invoice or delivery bill, which you receive with every order. In addition, you can request it in your personal and protected login area in our online store.

The registration for the PERRO newsletter is very easy via our online store. With a few clicks you are there and will be informed weekly short and crisp about news, promotions and tips & tricks.

If you want to unsubscribe from our newsletter, you can do so directly in the newsletter you received from us. If you click on "unsubscribe here" at the end of the newsletter, you will no longer receive our newsletter.

Under certain conditions it is possible to return goods purchased online in our PERRO Shop Salzburg-Elsbethen.

Please contact our customer service in advance.
✉ service@perro.at
☎ +43(0)662 64 50 20

Please note that this only applies to the PERRO Shop Salzburg-Elsbethen and is currently not possible in other stores.

If you have to complain about a product, it will make it easier for us if you send us the following information as soon as possible:

• Customer number and invoice number
  
• Photo or video of the goods (reason for complaint clearly visible)
  
• Batch number or best before date
• Number of pieces of the affected goods

If all this information is available to us promptly, it will of course shorten the processing time considerably.
✉ service@perro.at
☎ +43(0)662 64 50 20

If an item does not fit or a return is necessary for other reasons, please return the goods as follows:

1. Send us a withdrawal (in writing, by e-mail or fax).
2. Contact our customer service in advance if it is a complaint.
3. Pack the goods as well as possible and stamp them sufficiently or follow the instructions of our customer service in the event of a complaint.
4. Return with a delivery service of your choice.
5. The return costs are to be borne by you, unless it is a justified complaint (defective, wrong delivery, etc.)

For returns: For returns for reasons such as "item does not like" or "coat too big", the goods will be checked by us. If the products are in order and in their original packaging, you will receive a credit note on your customer account by mail after the check. This credit can either be offset against a next order, or we transfer the money back on request. In this case you have to pay the postage costs yourself. Therefore, we always recommend that you contact us for advice if you are unsure. Our competent team will be happy to help you. This way you save money and we do something good for the environment through less transport activity.

In case of complaints: If, for example, the goods are defective or incorrectly delivered, the postage will of course be covered by us. After consultation and transmission of the bank data, we transfer the amount back.

Please contact our customer service in advance.
✉ service@perro.at
☎ +43(0)662 64 50 20

End customers can return online orders within 14 days after receipt of the goods without giving any reason.

Dealers, breeders and veterinarians are excluded from the right of return - unless it is a legitimate complaint.  

To clarify the facts and the existence of a legitimate complaint, please always contact our customer service in advance
✉ service@perro.at
☎ +43(0)662 64 50 20

If an item has been placed on backorder, this will be noted on the invoice and the item will be sent automatically when it becomes available.

If an item is missing from your delivery and is not noted as backordered, please contact our customer service.

✉ service@perro.at
☎ +43(0)662 64 50 20

At PERRO, we actually offer the possibility to actively choose a more environmentally friendly option. At the customer's request, we package PERRO products in line with our "zero waste strategy".

What is behind this? We process our used cartons into filling material and put this into the cartons instead of the bubble wrap. At the moment this is not enough for all orders. If you wish to transport the products in zero-waste packaging, please note this in the comments field when ordering. No new cartons will be purchased for this purpose, but used cartons will be recycled. Since the cardboard filling material is unfortunately not enough, we resort to bubble wrap as a second option.

We would like to briefly explain why we do this and what advantages this also offers

• Bubble wrap has a lot of volume due to the contained air at a comparatively very low material input (plastic).
• Goods are well protected by the bubble wrap.
  
• Breakage or damage are optimally prevented.
• Replacement of goods due to damage is minimized, which in turn leads to less transportation costs.
• The bubble wrap is not a composite material, but pure plastic. Therefore it is completely recyclable and reusable!

As long as your order is not yet in our warehouse, it is possible to add items or modify the order. In this case, please contact our customer service:
✉ service@perro.at
☎ +43(0)662 64 50 20

Yes, the Austrian Post or DHL in Germany are reliable partners. The shipping is climate neutral.

If you need to cancel an order, please contact our customer service:
✉ service@perro.at
☎ +43(0)662 64 50 20

The delivery time for items in stock is usually around 3 - 7 working days.
We ask for your understanding that the delivery service may need a little more time for delivery depending on the delivery address. On special offer days with extremely high order volumes, it may also take a little longer on our part.

Yes, that is no problem! Please indicate your wish for pickup with your order. You will be notified as soon as the goods are ready for pick-up at the PERRO SHOP Salzburg-Elsbethen and pay conveniently at the checkout on site. The pick-up address is: Salzachweg 1, 5061 Salzburg-Elsbethen, Austria.

Please note the opening hours of the PERRO SHOP Salzburg-Elsbethen: Monday - Friday: 9:00 - 18:00 and Saturday: 9:00 - 13:00. Attention: Currently we offer this option only in our store Salzburg-Elsbethen.

We send our parcels first with the Austrian Post and currently still on request the delivery service DPD (delivery maximum 1x per week).

End customer and veterinarian: From a minimum order value of € 35,- we will deliver your package free of shipping costs in Austria and Germany.

B2B: From an order value of €150,- you will receive your delivery free of charge. Detailed shipping information and information on all other EU countries can be found under the menu item Shipping.

If an item is on backorder, this will be noted on the invoice and the item will be sent automatically when it becomes available.

If an item is missing from your delivery and is not noted as backordered on the invoice or delivery bill, please contact our customer service:

✉ service@perro.at
☎ +43(0)662 64 50 20

Orders can be placed with us online, by phone, by mail or by fax.
✉ bestellung@perro.at
☎ +43(0)662 64 50 20
Fax: +43(0)662 64 50 20 - 4

You can check the status of your order through our customer service. If your order does not arrive within the specified delivery time, please contact our customer service.

✉ service@perro.at
☎ +43(0)662 64 50 20

In addition, you will receive an email with your shipment number as soon as the goods have left our shipping warehouse. Therefore, please always make sure that your email address is correctly stored in the customer data.

Yes, this is possible. In the "Personal data" section you can change your delivery address online at any time and add as many delivery addresses as you like.

No, there is no minimum order value at PERRO. For orders below a value of goods of € 35,- there is a shipping fee of € 5,- for end customers.

PERRO offers you the following payment methods to settle your invoice:

• Credit card (Mastercard & Visa)
• PayPal
• Purchase on account (for customers from austria)
• Immediate bank transfer
• Prepayment
• Payment on collection in the store Salzburg-Elsbethen/ Salzachweg

Please note that PERRO reserves the right to change the payment method without giving any reason.

The ordered goods will be reserved for you for 10 working days. Please pay the outstanding amount within this time. As soon as the payment amount is credited to our account, your order will be processed and shipped.

Of course you can also pay your prepayment via PayPal. You will find all information about this in your prepayment email, which you will receive from our order department after the order process.

Yes, with us purchase on account is possible for customers from austria in principle. You will receive the invoice with your delivery and pay the invoice amount conveniently by bank transfer or PayPal.

Bank details:
Salzburger Sparkasse Bank AG
IBAN: AT79 2040 4000 4317 8185
BIC: SBGSAT2SXXX

Raiffeisenbank Salzburg
IBAN AT77 3503 4000 0012 0394
BIC RVSAAT2S5034

PayPal:
monika.morisse@perro.at

Please include the invoice number or customer number in the reason for payment for electronic transfers. Please note that PERRO reserves the right to change the payment method without giving reasons.

Unfortunately, PERRO does not offer payment by cash on delivery.

Yes, there is. The free PERRO product catalog 2022 comprises 430 pages full of highlights for dogs and cats. The focus is on our premium pet food, but accessories and care products are also included. A colorful mix of the latest trends, innovative products and tried and tested classics!

Simply add the product catalog to your shopping cart when you place an order, or let our order department staff know you would like a catalog when you order by phone.

✉ bestellung@perro.at
☎ +43(0)662 64 50 20

We can offer you samples of our PERRO dry dog and cat food for testing. Write us a few lines about your pet (age, breed, intolerances, certain likes or dislikes), the variety you would like to test and your address details or your customer number, if already available, to our nutritional advice. If you are unsure what you would like to try on your pet, you can also contact our free nutritional advice service in advance.

Unfortunately, we do not carry food samples from other manufacturers, but small packages are often available. You can reach our nutritional advice here:

✉ ernaehrungsberatung@perro.at
☎ +43(0)662 64 50 20

Depending on the product and supplier, the measuring methods differ. It is best to measure with a flexible measuring tape. The dimensions should always be measured close-fitting, without addition. For long-haired dogs with particularly dense fur, however, the fur must be included.

For the correct instructions for each product, please refer to the product page in our online store. Our customer service team with its many years of experience and product knowledge is also happy to provide advice. Here are the most important dimensions at a glance:

Neck circumference: is usually measured at the point where the dog usually wears its collar.
Chest circumference: at the widest or deepest part of the chest.
Back length: starting at the transition from neck to back to the base of the tail (on a standing dog).
Muzzle length: about 1-2cm under the eyes to the tip of the nose.
Muzzle circumference: at the widest point of the muzzle.
Paws: to choose the right booties you need the paw length, paw width and for some manufacturers the circumference. Width and length are easiest to determine by placing the dog on a white sheet of paper and with a loaded paw both front and back, as well as right and left directly on the paw put a mark on the paper. Length and width can then be easily measured with a ruler on the sheet of paper.

Have you ordered this item from us before? You can view previous orders in your customer area, maybe you will find the item or the item number there. If you do not find what you are looking for, our customer service will be happy to help.
✉ service@perro.at
☎ +43(0)662 64 50 20