FAQ
Have questions? Find the answers here.
ORDERS
I'm having trouble with my order. What should I do?
I'm having trouble with my order. What should I do?
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
Can I request an invoice for my order?
Can I request an invoice for my order?
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.
Can I customize the product based on my pet's specific needs?
Can I customize the product based on my pet's specific needs?
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.
How can I maintain and clean the products to ensure their longevity?
How can I maintain and clean the products to ensure their longevity?
We recommend regular cleaning following the specific instructions provided, to keep the products in excellent condition.
Are the products resistant to destructive behavior from dogs or cats?
Are the products resistant to destructive behavior from dogs or cats?
Our products are designed to be durable, but we always recommend monitoring use to ensure their longevity.
What is the value for money compared to other similar products on the market?
What is the value for money compared to other similar products on the market?
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.
Is there a double Bill L?
Is there a double Bill L?
No. The reason is simple: Bill L is a rather large bowl lifter, which is why it's currently suitable for feeding large animals. Making it a double version would have resulted in shortcomings both in terms of aesthetics and design, as well as practicality and functionality. For those who think it would be more convenient to have a double Bill L, we recommend purchasing a second Bill L. Being separate from the first, it will also make lifting, carrying, and cleaning easier.
Does the wood used require any treatments (waterproofing, etc.)?
Does the wood used require any treatments (waterproofing, etc.)?
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.
Returns and Shipping
Are shipping costs refunded in case of returns?
Are shipping costs refunded in case of returns?
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.
What should I do if I receive a damaged product?
What should I do if I receive a damaged product?
We are sorry for the inconvenience caused by the
receiving a product damaged during transport.
Despite our constant commitment to requiring couriers to treat every shipment with the utmost care, damage beyond our control may occasionally occur.
If the customer receives a damaged product, they are required to promptly notify us at customer@musonero.it, indicating the order number, their address, and attaching clear photographs of the damaged product and the external packaging.
Once we receive the report and photographic documentation, we will provide the customer with all the necessary instructions for managing the complaint.
What is the return or exchange policy if the product does not meet my expectations?
What is the return or exchange policy if the product does not meet my expectations?
We accept returns or exchanges within 30 days of delivery, provided the product is as received and complete with all its components.
How long does it take for orders to be delivered?
How long does it take for orders to be delivered?
Standard delivery usually takes 2-3 working days, while unavailable products may take longer.
Further information
Are the products truly handmade and locally made?
Are the products truly handmade and locally made?
Yes, each product is handcrafted in Italy, respecting local traditions and supporting the local economy.
How can I be sure that the materials are safe and non-toxic for my pet?
How can I be sure that the materials are safe and non-toxic for my pet?
We use only safe, non-toxic materials, carefully selected to ensure the safety of your pet.
Are the products truly sustainable and eco-friendly? How?
Are the products truly sustainable and eco-friendly? How?
Our commitment stems from the use of eco-friendly materials, low-impact manufacturing practices, and recyclable packaging.
Can the products also be considered as furnishing elements?
Can the products also be considered as furnishing elements?
Absolutely, the design is meant to integrate harmoniously with your decor, elevating the living space.
What materials do you work with?
What materials do you work with?
We use only simple raw materials like iron, select woods, and natural fabrics. We personally craft and finish them in our workshops to ensure a locally sourced product, the result of an entirely Italian artisanal production process.
Are Musonero products designed for outdoors?
Are Musonero products designed for outdoors?
All Musonero products are designed for indoor use. Exposure to rain, sun, and other external agents could damage the paintwork over time. Outdoor use is recommended only in well-sheltered and not completely exposed areas.