Shipping and Delivery

This Policy has been prepared to inform website visitors and customers who place orders ("Buyer") regarding the shipment and delivery of products ordered through www.petsup.com ("Site"), owned by PRIMEPET WELLNESS INC PET URUNLERI ANONIM SIRKETI ("Petsup").

As a rule, Petsup is responsible for delivering the product in sound and complete condition, and in accordance with the specifications stated in the order. However, the relevant provisions of the Distance Sales Agreement ("Agreement") signed between Petsup and the Buyer remain valid regarding the delivery of products ordered and paid for by the Buyer.

 

Delivery Time

The product is handed over to the cargo company as soon as possible after the email confirming the order is sent to the Buyer.

Product delivery, provided that Petsup has available stock and after payment is made, and except for cases where product delivery becomes impossible, is made within 7 business days from the date the order was placed/confirmed by the Buyer.

 

Delivery to a Different Person/Address from the Buyer

The Buyer may request that the product be delivered to a person/entity other than themselves during the order. However, your first-degree relatives with consistent surnames can also receive your orders by presenting identification. The signature of the person receiving your package at the delivery address is required.

If the product subject to the contract is to be delivered to a person/entity other than the Buyer, Petsup cannot be held responsible for damages and expenses (e.g., extra shipping fees) arising from the recipient person/entity not being present, refusing to accept delivery, or inaccuracies and/or deficiencies in the delivery information provided by the Buyer.

If the billing address specified by the Buyer is different from the delivery address, the Buyer agrees, declares, and undertakes to pay an additional shipping fee for the delivery of the invoice to the relevant address.

 

Problems That May Occur During Delivery

As a rule, Petsup cannot be held responsible for the inability to deliver the ordered product to the Buyer or the person/entity authorized by the Buyer due to any problems encountered by the cargo company during the delivery of the product to the Buyer.

However, if the Buyer believes that the package and/or the product inside is damaged during delivery (torn, burst, crushed, wet, etc.);

• They have the right to refuse damaged packages, have a report prepared by the cargo company official (Status Determination Report or Damage Determination Report), and return the package.

• If the cargo company official believes that the package or the product inside is not damaged, the Buyer has the right to open the package at the time of delivery and in the presence of the cargo official, personally inspect the condition in which the products were delivered, have the cargo official inspect them, and document the situation with a report.

 The reports must be prepared in two copies, one copy to remain with the Buyer and the other copy to be delivered to the cargo company official.

If the Buyer refuses the package and prepares a report, this situation must be immediately reported to Petsup via email at info@petsup.com, along with the Buyer's copy of the report, no later than 1 (one) business day.

If these procedures are carried out, Petsup will initiate work on the package and ensure that delivery is repeated as soon as possible.

• Furthermore, if the person receiving the product believes there is a problem/error in the product due to delivery but cannot prepare/have prepared a report as stated above for a valid reason, they must immediately, and no later than the day of receipt, take a photograph of the product and its packaging and send them via email to info@petsup.com. In this case, Petsup will contact the Buyer within 3 (three) business days regarding the delivery and return process.

If the package is accepted by the Buyer without any objection, and without any report being prepared or otherwise evidencing that the package and/or its contents were delivered incomplete, defective, or in a condition different from what was specified, it is accepted that the cargo company has fully performed its duty; Petsup is deemed to have fulfilled its delivery obligation.

 

Termination of Petsup's Delivery Obligation

Petsup's delivery obligation ends when the ordered product is delivered to the Buyer or to the authorized person/entity at the address requested by the Buyer in the Agreement.

If the product price is not paid by the Buyer for any reason, or if the payment is canceled by the bank, Petsup is deemed to be relieved of its delivery obligation. 

However, in the cases mentioned under the heading "Problems That May Occur During Delivery" above, the obligations of the Buyer and Petsup are clearly stated; in this case, the mutual claim rights of the Buyer and Petsup against each other and the cargo company are reserved.

 

Delivery Costs 

As a rule, the shipping fee will be paid by the Buyer and is added to the total order amount. However, Petsup may not reflect all or a campaign-determined portion of this shipping fee to the BUYER, depending on the outcome of campaigns it is running at the time of sale and/or advertised on the Site. Additionally, for products returned by the Buyer using their right of withdrawal, the shipping fee may be passed on to the Buyer.