FAQ

Our Customer Care experts are ready to provide you with all the assistance you need to ensure your order is successful. WhatsApp us at +393270689862 or email us at servizioclienti@musonero.it

If yours is a private purchase, the confirmation email you received when you placed your order is valid.

We reserve the right to issue invoices for corporate purchases.

To request an invoice, please email us at customer@musonero.it with the following information:

• order number (found at the top of the order confirmation email);
• company name;
• VAT number;
• Recipient code (SDI)

We will issue the invoice and confirm its issuance.

We offer a wide selection of colors and patterns to meet your pet's unique needs. However, we cannot customize the dimensions of the products in our catalog.

We recommend regular cleaning following the specific instructions provided, to keep the products in excellent condition.

Our products are designed to be durable, but we always recommend monitoring use to ensure their longevity.

While our prices reflect premium quality and craftsmanship, we believe in providing excellent value for money while offering durable, sturdy products. However, there are currently no comparable products on the market.

No. The wood used for our products is already protected with a non-toxic, transparent, water-repellent varnish. As you'll read in the specifications for all Musonero products containing wooden parts, we recommend always storing them indoors, avoiding contact with rain and other weather elements that could cause damage, wear, or waterlogging.

If shipping charges were applied at the time of ordering because the minimum threshold for free shipping was not met, those shipping costs cannot be refunded in the event of a return.

Despite our constant efforts to request that couriers handle every shipment with the utmost care, accidental events outside of our control may occasionally occur.

If you have received a damaged product, please notify us promptly at the email address customer@musonero.it, providing your order number and address, and attaching clear photographs of the damaged product and the external packaging.

Once we have received your report and the photographic documentation, we will provide you with all the necessary instructions to resolve the issue.

We accept returns or exchanges within 30 days of delivery, provided that the product is as received and complete with all its components.

Exchanges for a different product are free of charge, excluding any additional cost of the new product. In the event that the new product costs less than the one previously ordered, the customer will receive a refund equal to the price difference between the returned item and the new item ordered.

For our refund policies following a return, please visit the "Refund Policy" page found at the bottom of this site.

Standard delivery usually takes place within 2-3 business days. For customized products or those marked as unavailable in the store, delivery times may be extended.