Everything you need to know
For your questions, you can consult the answers in our FAQ below, or use the "HELP" discussion tool.
Customer service is also available Monday to Friday from 9 a.m. to 6 p.m.
Frequently Asked Questions
Can I modify or cancel my order?
Can I modify or cancel my order?
Fill in the text content of the collapsible item here. You can provide details and explanation for the question here.
What are the delivery times
What are the delivery times
Your orders are processed every morning by our workshop. They are entrusted each afternoon to carriers who deliver them to you within 72 hours for France.
When will I be refunded after a return?
When will I be refunded after a return?
Upon receipt of the returned products and after quality control, you will be refunded via the payment method used for your purchase.
What payment methods do you accept?
What payment methods do you accept?
All credit cards, and PayPal which offers 4 interest-free payments.
All questions
Products
Are ELEMENT VET products made in France?
Are ELEMENT VET products made in France?
Yes, all our products are made in the Alps in Auvergne-Rhône-Alpes.
Are your product lines natural?
Are your product lines natural?
Yes, all our products are formulated with natural ingredients based on medicinal plants and trace elements, most of which come from sustainable agriculture.
Are your packaging made from recyclable materials?
Are your packaging made from recyclable materials?
Yes, our packaging is 100% eco-friendly, made from natural materials, and we do not use over-packaging. The packaging is recyclable.
Are ELEMENT VET supplements recommended by veterinarians?
Are ELEMENT VET supplements recommended by veterinarians?
Yes, all our products are prescribed by veterinarians and available in clinics.
Can I find your products at my veterinarian?
Can I find your products at my veterinarian?
Yes, all our products are available from veterinarians, some clinics are partners and offer you our entire range.
Are your products suitable for non-sporting animals?
Are your products suitable for non-sporting animals?
Yes, our products are suitable for all pets, whether they are athletic or not, growing, adult, or senior.
Our supplements are recommended as a preventive treatment several times a year and as a care treatment when the animal's health requires it.
That is to say, elementherapy?
That is to say, elementherapy?
Elemental therapy is a program of cures, over the year, which, depending on the age or the profile of the animal, will complement and associate with each other.
What sizes of boots should I choose for my dog?
What sizes of boots should I choose for my dog?
We offer Protect and Comfort booties in several sizes, from XXXS to XXL. If a size doesn't fit, you can return it to us and we will exchange it. To find out how to choose your size, consult our table on the product page for each type of bootie.
At what age can I start a supplement cure for my dog?
At what age can I start a supplement cure for my dog?
From an early age, we have formulated a growth cure to help the young animal in its construction. Elemental Therapy offers different cures depending on the age and activity of the animal.
Do you sell gift cards?
Do you sell gift cards?
Yes, we sell gift cards, vouchers of 30 or 50€. You will receive a card by email with a discount code to use when ordering.
Can I use my Oral Hygiene product with a toothbrush?
Can I use my Oral Hygiene product with a toothbrush?
How to use our Dental Hygiene product? By sprinkling the powder directly into the food bowl, or, as a toothpaste, by adding a few drops of water and forming a toothpaste paste. With this paste, you can brush the animal's teeth and let it lick the rest of our homemade toothpaste!
Do you do Black Friday?
Do you do Black Friday?
No, because we support a more responsible consumption model: "consume better and differently". Our products are fairly, justly, and reasonably priced all year round. Nature is not on sale!
I am a veterinarian and I would like to sell your products, is it possible?
I am a veterinarian and I would like to sell your products, is it possible?
Yes, you can contact us directly via our contact form. Our range is available at Alcyon and Centravet.
Payments and Delivery
Can I pay for my purchases in installments?
Can I pay for my purchases in installments?
Yes, thanks to 4x Paypal you can pay in installments for your purchases.
Are our payments secure?
Are our payments secure?
Yes, we use a secure payment policy through "Shopify payment".
Can I order your products if I live in Switzerland?
Can I order your products if I live in Switzerland?
Yes, we deliver everywhere in Europe and also in Switzerland via Colissimo.
Can an order for several items be delivered at once?
Can an order for several items be delivered at once?
Yes, we make sure to deliver in a single box to respect our eco-responsible approach.
Who delivers my order?
Who delivers my order?
We have two shipping methods: Colissimo and Chronopost.
Follow the emails and SMS from the carrier announcing your package. Please note that if your package sent to a relay point is not collected and it returns to us, we will send you an email and a second delivery will be scheduled and charged €4.
I have a problem with my delivery, what should I do?
I have a problem with my delivery, what should I do?
Contact us via our contact form or at contact@element.vet
Our team will respond to your request very shortly.
What are the delivery times ?
What are the delivery times ?
In metropolitan France, orders are delivered within 3 to 5 working days. For delivery to a relay point, allow 4 working days. We have two shipping methods: Colissimo and Chronopost.
How can I track my package ?
How can I track my package ?
You can track your package after it has been handed over to our carriers using your tracking number or by logging into your account.
My products arrived damaged, what should I do?
My products arrived damaged, what should I do?
You can contact our team directly by sending us a photo of the damaged products and the box to contact@element.vet
We will get back to you very quickly to find a favorable solution. Customer satisfaction is our priority.
Subscription
Can I subscribe to several products?
Can I subscribe to several products?
Yes, our subscription offers allow you to simplify your orders by planning the purchase of your favorite products according to the frequent needs of your animals.
Can I modify/suspend my subscription without obligation?
Can I modify/suspend my subscription without obligation?
Yes, you can modify or cancel your subscription at any time, free of charge and with no commitment, by logging directly into your customer account. You can reactivate your subscription at any time.
Subscription Cancellation: Customers can cancel their subscription to a product by sending an email request to contact@element.vet 72 hours before the recurring order confirmation email. If this deadline is not met, the cancellation will take effect on the next delivery.
Do I know when my card is charged? What if I change bank card?
Do I know when my card is charged? What if I change bank card?
Your bank card will be debited on the day your order is prepared. You will receive an email reminding you of the shipping date for your next scheduled delivery.
If you want to change your card or if your current credit card is no longer valid, you can update it directly from your customer account.
What are the delivery costs if I am a subscriber?
What are the delivery costs if I am a subscriber?
Delivery is free for orders over 70 euros.
Can I add other products (accessories, treats) to my scheduled delivery and receive them all at once?
Can I add other products (accessories, treats) to my scheduled delivery and receive them all at once?
Yes, that’s the advantage of our formula: you can directly add one or more products on an ad-hoc basis, without subscribing. Simply go to your account and modify your next delivery by adding the product of your choice.
Am I notified when my package has been sent?
Am I notified when my package has been sent?
Yes, you will receive an email to remind you of the shipping date of your next scheduled delivery. This will allow you to cancel the shipment or add other products (without necessarily subscribing to them) to your order. Please note, if you do not make any changes, your order will be identical to your previously scheduled delivery.
If your modifications occur after preparation, they will be applied to the next delivery. Finally, you will be able to track your package using your tracking number sent by email.
Can I get a discount on products if I buy them via subscription?
I'm afraid of receiving my products too often compared to my needs...
I have other questions about subscriptions, can I contact you?
Loyalty Program
What is it?
Who can join?
How to earn points?
How to redeem my points?
Is there a limit to the number of points I can earn?
Free delivery from 70€ to a Chronopost Relay PointOrder before 12pm, shipped the same daySecure payment by credit card - Paypal 4 x interest-freeNEWSLETTER
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Can I get a discount on the products if I buy them through the subscription?
Can I get a discount on the products if I buy them through the subscription?
Yes, you can take advantage of a promotional code or discount by adding it directly from your account. You will benefit from this discount on your next scheduled delivery.
I'm afraid I'll receive my products too often compared to my needs...
I'm afraid I'll receive my products too often compared to my needs...
Don't panic, we are here to help you define the frequency of delivery in relation to your animal's needs. You can also suspend your subscription at any time. If you have more questions contact us at contact@element.vet
I have other questions about subscriptions can I contact you?
I have other questions about subscriptions can I contact you?
Yes, you can ask us your questions using our contact form or by writing to us at contact@element.vet
Loyalty Program
What is it?
What is it?
We wanted to show our gratitude with our exclusive rewards program. By creating an account, you'll earn points for activities on our site, like referrals and purchases. You can use them to earn discounts on your purchases, so the more you collect, the more you save.
Who can join?
Who can join?
Anyone with an account is automatically enrolled.
How to earn points?
How to earn points?
You can earn points for every order placed.
€1 spent = 1 point!
How do I redeem my points?
How do I redeem my points?
Select the tab called *Redeem points*. Here, you'll see all the rewards we offer. If you have enough points, you can redeem them for a discount and use it on your one-off purchases or upcoming subscriptions.
Is there a limit to the number of points I can earn?
Is there a limit to the number of points I can earn?
No. Go ahead and earn as much as you want.
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