Manage my account

What is My Account?

Once you access your account, where you will have to enter your username and password, you will be able to access all the Mascotas lgtbi functions such as viewing your pending orders, the products you have purchased, etc…

How can I create a Mascotas lgtbi account?

To create your account in Mascotas lgtbi you only need to register as a new user and fill in a form with your personal details.

How can I change my shipping or billing address?

It is very easy. In your account you will see where all your information appears and you will find the link “Addresses”. Click on “Edit” the one you want to change.

How can I create a secure password?

A secure password is one that mixes letters, numbers and symbols. Create one that no one can find out about.

How can I log out of my account?

To log out of your account, simply click on “My account” and “Log out”.

How can I unsubscribe from my e-mail subscriptions?

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

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

Yes, is it. To change any of the details of your account, just log in to your account and click on “Account details” and you can change all the details you want.

What can I do if I have forgotten my password?

If you have forgotten your password you will need to enter your email address and you will receive a link to create a new password by email.

What happens when the account is deleted?

To manage your request please contact our Customer Service.

Shipping management

What do I have to take into account with shipments?

We do not charge shipping costs to the Peninsula (Spain and Portugal).

Deliveries to the Balearic Islands will always be subject to a €2.95 surcharge for postage and packing.

Deliveries to France, Luxembourg and Belgium cost €2.95 with Punto Pack delivery.

In the Netherlands, Germany and Austria the shipping costs are €7.95 with home delivery.

Unfortunately we do not ship to Ceuta, Melilla, Andorra or the islands (except Balearic Islands).

For international shipments to other countries please email us at

If you choose to pay by bank transfer, please note that the delivery time will start immediately after receiving the payment confirmation from our bank.

The delivery of the order will be made to the address indicated at the time of purchase, by our logistics providers, unless you are not at home or delivery is impossible due to the characteristics of the property. In that case, don’t worry because our supplier will leave you a notice or contact you to arrange the day and time of delivery.


How can I change my shipping address?

To make any changes to the delivery address of an order, please contact our Customer Service Department as soon as possible. If you are outside Customer Service hours, please email us at


What happens to undelivered packages?

When an order could not be delivered for reasons beyond Mascotas lgtbi’s control, we will refund the full amount of your purchase, minus the costs incurred for the shipping and return of the package.


Why was it not possible to deliver my parcel?

There are two main reasons why your parcel may not have arrived:

  • Wrong address: check that the address you entered is correct. Your order may have been delivered to the wrong address.
  • Failed arrival attempts. In the event that after several attempts to deliver the order, if the customer does not attend the supplier, the order will be returned.


How do I track my order?

Click on “contact us” then on “My order status”. For more information click on “modify my order” and leave us your question.


Where is my order?

In the list of orders in your private menu you will see the status of your order. You can find three types of status:

  • On hold: if you have requested payment by bank transfer.
  • Processing: means that your order has been processed correctly, and the payment has been made, so the Mascotas lgtbi staff proceeds to prepare it.
  • Completed: your purchase has already left our warehouse and is on its way to your receiving address.


How can I check my current orders?

You can log in on the top menu and access your private menu.

Once inside the menu you will find the Orders section. Click on “View” and you will access a list with the history of your orders, showing active and completed orders.


Can I make other changes to my order?

Any type of modification to an order can be made by telephone, provided that the order has not been prepared (in the case of personalised products) or has not been dispatched (in the case of non-customised products). If this is not the case, it will not be possible to make changes to the order.


How can I cancel products from an existing order?

An order can be cancelled free of charge within the first hour of validation if it has not been personalised. Contact us by phone or chat. Outside Customer Service hours you can send an email to


Where can I get my order?

We deliver throughout the peninsula (Spain and Portugal), the Balearic Islands, France, Belgium, Luxembourg, the Netherlands, Austria and Germany. For other areas please contact us at

We will always send you an email with the confirmation of your purchase so that you can check that the delivery details are correct.

If you have any further questions, please do not hesitate to contact us in our “Contact us” section.


What do I do if my parcel arrives damaged?

If your package arrives damaged, you must first make a note of this on the delivery note that you will sign to the carrier.

Keep the goods and packaging as they arrived in your hands, and take photographs of the packaging and interior protection.

This will make the complaint process easier. Contact us at or by phone or Whatsapp at +34 688 794 939.

Methods of payment

How can I pay?

For your convenience you can pay in different ways. Choose the one you prefer!

  • Debit or credit card: It is completely free of charge and means faster preparation.
  • Bank Deposit/Bank Transfer:Mascotas lgtbi allows payment by bank transfer at no additional cost. When you place your order, you will see the details of the accounts to which you can make the transfer. It is important that you follow the instructions so that your transfer arrives to us perfectly identified and please note that we must confirm the transfer before we can start preparing your order.
  • PayPal:Veryconvenient and easy to use if you don’t have your card handy.


How do I apply a discount coupon or promotional code?

If you have a discount code you can apply it when you enter the code on the payment screen. You will see the box at the top left. Remember to check that your basket meets the conditions of the promotion and click on “Apply voucher”. You will see your discount on your receipt before you pay!

Return policy

What is the deadline for returns?

To return a product you have 14 calendar days from the day you receive it. Before making any return you must contact our Customer Service to inform us and to help you with the process.

On receipt of the returned goods we will refund the amount paid for the product within 14 days.

How do I return a product?

To find out how you can return a product, please contact Customer Services.

Do I have to pay the return costs?

In order to make a return you must bear the cost of returning the product. It must be returned in perfect condition. In the case of a product used more than necessary Mascotas lgtbi reserves the right to refund only a part of the amount paid for it.

In the event that the return is due to a damaged product or delivery of the wrong product, please contact our Customer Service immediately.

For personalised or made-to-measure products, returns are not accepted unless the product arrives in poor condition.

We will provide you with a shipping label for your return.

You can find more details in our General Terms and Conditions of Sale.

Points system

By performing various actions on Mascotas lgtbi, the user can acquire a series of points (called “points”) that can be used to obtain discounts on their next purchases.

How do I get “points”? Purchases, registrations and valuations.

For every €10 of purchase, 10 points are added to your account.

For the registration you get 100 points.

For each rating, an extra 30 putnos are added.

How do I redeem them?

Before you pay you will have the option to use your points or save them for future purchases.

200 points equals €1

If you use coupons, their value will be removed from the cart total and the points earned will also be reduced accordingly.

If a product is returned, the points will not be credited as cash.

If an order is cancelled, the allocation of points will also be cancelled.

Points are valid for 365 days. If the expiry date is approaching, we will send an email 30 days before the expiry date.

Addicional conditions

Mascotas lgtbi reserves the right to modify the points system at any time without prejudice to the points already assigned to customers.

Mascotas lgtbi reserves the right to cancel the allocation of points if it detects any type of infraction or abuse on the part of any user.



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