FAQs

My Account

What? Is it My account?

Once you access your Account, for which you must enter your email and password, you can ;s to access all the functions of HuellaCanina.com such as seeing all the orders placed, current status of pending orders, seeing and modifying your access password, shipping addresses, etc…

How can I create a HuellaCanina.com account?

necessary to register as a new user and fill out a form with your personal data.

How can I add a new address to my address book?

Very easy. In your Account you will see where all of your information appears, and you will find a “View or change my addresses” link.

How can I Create a strong password?

A strong password is one with at least 8 characters that mixes letters and numbers.

How can I Sign out of My Account?

To be able to log out of your HuellaCanina.com account, you only have to click on “Disconnect&rdquo ;, in the upper right corner.

How can I unsubscribe from my email subscriptions?

When you receive an email, at the bottom you will find a link to unsubscribe from the base newsletter service data.

Can I change my name What is my username, my e-mail address and/or my password?

To modify any data of your account, you only have to access My account and do click on “View or modify my account information", View or modify my addresses" or "View or modify my access password", and you can change all the data you want.

What? What can I do if I have forgotten my password?

You can try to identify yourself and you will see below the space to put your password a link with “¿ Forgot your password? Follow this link and we will send it to you”, and you will automatically receive an email with the steps you must follow to obtain your new password.

What? What happens when you delete the account?

For now we do not have any link to unsubscribe from "My Account" but don't worry, just by sending us an email to info@huellacanina.com  we will delete you from the system as soon as we receive the email.< br />
Place an Order

How can I find products?

We offer you three different ways to find your product:< br /> 1 On the left side of the screen there are drop-down menus through which you can navigate through all the product categories. Once you select one of these menus, you will go to the corresponding category, and by clicking on the photos of the categories, all the products included in each of them will appear.
2 At the top left of the screen you will find a search engine to enter the product you are looking for. Keep in mind that the words you enter will be searched for exactly as you enter them, so a more generic search is recommended.
3 You can also find the product you are looking for if you know the manufacturer of the product. At the bottom right of the home page you will find a menu. dropdown where you can select the manufacturer and all its products will appear.
What are the shipping rates and options available?
We have two types of shipments:

Shipping to customer's home:

We offer a one-time fee of 4.95€ (VAT included) per shipment to the Peninsula and 5.95€ (VAT included) for shipping to the Balearic Islands. This amount will only be charged if your order is less than 49€ on the Peninsula and 59€ In the Balearic Islands, if it is higher, the order will automatically be sent. for free.

Delivery of the order at the collection center:

Customer will choose a pick-up point from the list that will appear. in the map. These delivery points are establishments that have extensive business hours (some of them are even open on Sundays). 

The maximum weight to use this shipping method is 20kg. This The shipping method has a delivery time of 72 hours. This shipping method is only available. Available for orders paid by credit card. The minimum order for free shipping in this shipping method is €49. Orders less than 49€ they will have transport costs of 4.09€+VAT (4.95€)
How to make a payment with a discount code or gift voucher?
In the shopping cart, after choosing the transport company, you will find the "Gift Code" field, where you must enter the code you have obtained. Enter your code and click "Continue". Only one discount code can be applied per order.
What? type of bank card can I use?
HuellaCanina.com accepts the following cards:
Visa / MasterCard / Maestro
I forgot my password. do?
When you access your account, or in any place where we show you a form with the e-mail and password fields to identify yourself, you will find a link that allows you to recover your password. Once you click this link, it will start. The process to reset your password in which we will send you an e-mail with the instructions to follow.
How can I modify my order?
If there has been an error in your order, you have until 2:00 p.m. on the same day you placed the order to modify any of the data. Both billing and basket. In this case, you can contact info@huellacanina.com  or tf: 964 639 513. If the change you What you want to do is after 2:00 p.m. on the day of the order. If the shipment of your order has already been processed.
How can I complete my order?
Once we have all the essential data to place the order and confirm receipt of payment by any of the four payment options we offer, the order will be processed. finalized and we will proceed to its preparation and shipment. You will receive an email confirming your purchase.
What? What payment methods can I use?
You have four different payment methods:
1) Card: We accept Visa, Mastercard, Maestro and American Express for your card payments, through the secure payment platform that we carry out with Banco Sabadell.
2) Bizum: You can make your payment through Bizum, you simply have to indicate your mobile number and Bizum password.
3) Paypal: You can make your payment with your Paypal account for orders over 49€ This form of payment has a cost of 2.50€ for the client, which is what the PayPal company charges for carrying out this process.
4) Transfer / Deposit in Bank: We provide you with a bank account to make the payment of your orders:
Banco Sabadell:

Payment account Spain: ES80 0081 0165 50 0002791882
International payment account:  EN800081016550 0002791882  / BSAB ESBB XXX
5) Cash on delivery: the payment will be made in cash to the transport company upon receipt of the order at the address you have selected. This form of payment has a cost of €2.89 + VAT (€3.50) for the customer, which is what the transport company charges for carrying out this management.
6) Cash in Store: the payment will be made when you come to pick up the order at the Store.
When can I start processing my order?
Once you access your shopping cart,  verify that all the products you have entered are the ones you want to buy. When you have validated it, click on “ Checkout” and it will start. the buying process.
How can I add products to my Cart?
In the product sheets, you will find a table with the different formats, you just have to choose the one that best suits your preferences, enter the quantity and click on the  "Year" "add to basket",  and it will automatically be added to the basket. the product to your cart, with the amount you have entered.
When will I get my money back? my order?
Normally we deliver within 24 to 48 hours. In the event that we do not have all the products you have purchased in stock, we will contact you.

Shipping and Returns

How can I change my shipping address?
Due to our fast delivery time, to make any changes to the delivery address of an order, please contact us at info@huellacanina .com, or Tf: 964 639 513 and you can manage this change by phone.
What is the deadline for returns?
In order to return a product, you have 14 calendar days from the day of receipt. Before making any return, you must contact the email info@huellacanina.com to communicate it and for us to help you in the process.
If for any reason you are not satisfied with your order, you have a period of 14 days natural, counting from the date of receipt of the order. request, to return it. (According to art. 44, Law 7/1996 of January 15, on the regulation of retail trade, modified by Law 47/2002, of December 19).
Upon receiving the returned merchandise, we will refund the amount paid on the product during the following 48 hours.
How can I return a product?
To find out how you can return a product, contact the email info@huellacanina.com, or Tf: 964 639 513.< /p>

It was not possible to deliver my package?
There are two main reasons why your package may not have arrived:
Wrong address: Check that the address you entered was correct. Your order may have been sent to the wrong address.
Failed arrival attempts: Our logistics providers make up to three delivery attempts. In the event that after three times of trying to deliver the order, the client does not attend to the supplier, the order will be rejected. returned.
How can I track my order?
Through "See the orders I have made", in your menu. "My Account", you will be able to see the status of your order at all times.
Where is he? my order?
In the list of orders of your menu; private you will see the status of your order. You can find three types of status:
Pending: It means that your order has been processed correctly, and the payment has been made, so HuellaCanina.com is processing it. processing.
Sent: Your purchase has already left our warehouse and is ready to ship. on the way to your receiving address.
Delivered: The order has been delivered to your address.
How can I check my current orders?
You must identify yourself in the menu. upper right "My Account" and access your menu. private. Once inside the menu You will find the "My Orders" section. Clicking on "See the orders I have made" You will access the list with the history of your orders, showing the active and completed ones.

Contact Huella Canina

How can I contact HuellaCanina.com?
Find your question in our list of questions and answers, if you still need it. If you still have questions, you can contact us through the email info@huellacanina.com, or Tf: 964 639 513. Click Click on the "Ask us" button at the top of the page and you can contact us by e-mail or by phone, just like you. you prefer.
Why? no button appears?
If you don't see an image or button, your browser may not be loading images or buttons. Check the settings to allow downloading of image files. If the problem persists, do not hesitate to contact us through the email info@huellacanina.com, or Tf: 964 639 513
Why? Have the products added to "View Basket" disappeared?
Keep in mind that the products you want to buy are saved in "View Basket"; for a limited period of time. Our catalog is constantly updated, so it is possible that certain products saved in your basket for a long period of time are no longer available. On some occasions, products may disappear as a result of changes made to our website. Please excuse the inconvenience in this case.
What? What can I do if refreshing the page doesn't solve the problem?
It is recommended that you delete your browsing history regularly. When the history is When empty, it increases the speed of navigation, but when it is empty, it increases the speed of navigation. When full, browsing speed decreases. Also remember to often update your browser with new versions (Internet Explorer, Mozilla Firefox or Chrome). You can visit your browser's home page to check if new updates are available. You can usually find instructions on how to update your browser by accessing the "Help" option. at the top of your browser.
Why? I can't see the pages correctly?
First, try refreshing the web page (by pressing F5 or CRTL+ R). If this does not solve the problem, it is probably due to your 'cookie' management program. Your browser must be configured to accept 'cookies' of our website.
If you are using Internet Explorer you must follow these steps:
"See" >> "Internet Options" >> "Advanced Options" >> "Cookies" >> "Always accept cookies".
If you are using Mozilla Firefox you must follow these steps:
"Tools" >> "Options" >> "Cookies" >> "Allow cookies on websites".
If you are using Chrome you must follow these steps:
“Options”>>“Advanced”>> “Content settings”>> Cookies "Allow local data to be set (Recommended)".
What? What can I do if the website loads slowly or I can't connect?
First, try to refresh the page (by pressing F5 or CTRL+R). If the website takes a long time to load, or if it loads partially, this will usually fix it. by clicking the "Stop" button at the top of your browser and then clicking "Refresh". You can also try to delete your browsing history and your cookies. Most browsers temporarily store a local copy of every website you have visited. By deleting your history you get more space for new searches, and as a consequence faster. Enter the "History" option. or "Temporary Internet Files" of your browser and remove all temporary files saved. If after following all these steps you still have problems, try updating your browser or contact your Internet provider directly to get the necessary help.
Why? I can't access My Account?
For security reasons, we may automatically close your session when 15 minutes have elapsed without activity, so we will ask you to identify yourself again, if you want to continue browsing HuellaCanina.com. In addition, some browsers may be configured to reject 'cookies'. Please check your internet settings to see if you are using any 'cookie' management software.
Why? I am not receiving responses from HuellaCanina.com?
If you have contacted us and have not received a response, it is possible that your email server is down. blocking e-mails from info@huellacanina.com . We recommend that you check the “Spam” or “SPAM”, if you cannot find our response email, contact your email provider or contact us again by phone.
Why? the website does not recognize my account?
If you've encountered problems during the checkout or login process, you may be able to temporarily fix the problem by disabling JavaScript in Internet Explorer. To do this, follow the instructions below:
Select "Tools/Internet Options" in the menu of Internet Explorer. Click on "Internet Options" and then on the "Security" tab. Click "Customize Level". Scroll down to "Script" toward the bottom of the list and uncheck the "Active Script" option. If the problem persists, do not hesitate to contact us through the email info@huellacanina.com, or Tf: 964 639 513 .

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