Zoomalia  Reviews 28,166

Hello everyone,
I basically cannot understand the customer service hours.
I placed an order, paid for it and received it. However, one of the items I ordered was incomplete. I reported this and complained about it using the form system on the day of delivery.
However, 48 hours have now passed and I still haven't received a response.

How is it possible nowadays that one has to wait unnecessarily long for a response or even for the issue to be dealt with?

And if you do respond here, please do not refer me to your contact form if I am not going to receive a reply via that anyway.

Ordered my pet food & received it 3 days later. Packaged really well. Really happy . Will continue to order from Zoomalia .

I ordered both a XXL crate and muzzle for my puppy, the crate is perfect for my pup as she needs space to continue growing. However, the muzzle I bought has unfortunately cut the top of her snout after 15 minutes of use. (Basket style Baskerville dog muzzle), the muzzle is spacious, however I believe the plastic is what caused such cut on her nose. Delivery was of expectations but please be aware of the material of the muzzle before your purchase.

Order was made 22th of August. Editing my review, since the company redeemed itself in my eyes. The order was delayed due to the logistics issues, but the support (specifically Margarita, she was amazing) is very helpful and reassuring. Will probably be ordering again, but not something that I care too much about, so I won't be too frustrated if it gets delayed again. Order still yet to arrive, but tracking says it's almost near my country, so it's fine.

Our first try with Zoomalia was a disaster, with the 200EUR of food we bought all full of maggots. When I spoke with them, they were very fast and proactive, and sent me the same delivery, and this time it arrived perfectly! The service was very fast and responsive. Thank you!! I do suggest you consider separating the wet/aluminium food packages from your croquettes in the future to prevent ruptures (We did have one broken this time also, but compared to the last time it was a major improvement).

I guess everything could go well.
However if it doesn't, customer support is as maliciously unhelpful as they could possibly be. You will get strung along, made to do useless tasks, be lied to (pathologically, I'm sure they can't help it), but never at any point will you be provided with any type of solution.
In my case I ordered €65 worth of catfood and received nothing. This should have been exceedingly easy to resolve, but clearly this company has no intention of ever doing that. In their view this is between me and the delivery company they hired. Useless.
If you must order, use a credit card or paypal, at least that will require them to follow the law. But please don't.

Impeccable merci

I received cat food and the bag was broken. I could still use it, but they immediately send out a replacement bag. Top service! Fast delivery too.

Fantastic Company to deal with, great prices and selection of goods and very fast postage.
Will be shopping with you again. Thanks, Alice

The order confirmation states that a tracking code will be sent within 24-48 hours. It has now been five days and I have not heard anything about the order.
Order your product elsewhere where deliveries work as promised.

Edit 8.8.2025

Of course I also checked the spam folder of the email, and there was no tracking ID there either.
I received the tracking ID in the email five minutes before you replied here.

The order arrived today(11.8.2025), so that's fine. The delivery time was fairly fast, which is why the estimate was increased a couple of notches.

I ordered products for a party and paid extra to select express shipping, select the courier and have it delivered by a specific day.

The products never arrived, and if I want to return the products I have to pay for shipping to a DIFFERENT COUNTRY?!? (France)

They packed the toilet sand on top of my new cat litter box, and of course during transport got completely damaged.

Unfortunately they don't know how to pack things.

EDIT: Customer service replied that they can send me a spare toilet door, let's see how it goes.

EDIT 2: new toilet door received today. At least customer service was quick and efficient.

Giving Zoomalia a four star rating, the cat harnesses I specifically ordered from them were meant to have metal pin puckles but unfortunately I received plastic clipped ones. Upon contacting them and pointing out the error, they processed a refund immediately. Four stars as I did not get my exact ordered items

I have been a regular customer in my local zoomalia for years and had an account there, which i will now ignore. i bought a dog collar for our new pup and after less than two days the fastener was stiff and jammed solid when i tried to remove it. I tried using pincers and to no avail so took it back for help. The staff member quickly told me that using pincers meant i couldn't return it. Then she asked me if i had glued it shut!!! Then she got a pair of pincers and tried to open it, resulting in it completely breaking and rendering it unusable with a lead. She handed it back to me worse than it was when i arrived and said sorry, but that's all i can do. I wont be going back any time soon.

I received a reply 21st may from zoomalia re iterating that i used pincers to try and open the faulty connecter. they didn't however apologise for their own staff completely rendering it snapped with a set of their own pliers. big company result.

Once again, I paid for expedited shipping. Again, it is going to be at least 5 days later than the date stated for expedited shipping. There is no way to contact Zoomalia as my comment does not meet any subject that is on their customer service site. I order every 3 months for the past 2 years. Every time I pay for faster shipping. Every time the order is delayed by up to 2 weeks. The products are excellent, but the shipping times are frustrating. ..... I just received the below reply from 30/04, and it is incorrect. My payment was received and approved in less than 24 hours. So, I still have the same issue with the shipping.

I placed an order two months ago. The package got lost. I am still waiting for my order. I contacted Zoomalia but I still don't have my order. Highly disappointed.

Terrible experience! Awful website and the only way to get help from staff online is via chat or email. Besides, I neither got any notification about the arrival of my parcel, nor a QR code to open the post box, resulting in my parcel going back to the warehouse and being charged for the shipping. My whole shopping experience was a headache and a waste of time and money.

I have ordered on 13 augustus 2024, added sms service. The package has never arrived and I contacted support 3 times without any reply form them. They just ignore this.

Please use better deliveries company because dpd is trash😏

[DO NOT ORDER AT ZOOMALIA! Updated 05/09, 04/04 & 30/06 2024: STILL NOT RECEIVED THE PROMICED REFUND] -
“ Re: Jouw bestelling is verzonden ! JA2430301877
Dear Zoomalia,
Could you PLEASE refund my money asap as I did never receive my refund? As per the answer on Trustpilot your IT department has been asked 25th of March to arrange the refund, but I have not seen anything so far.

Please see the order details and complaint below. I just really would like to get my money refunded (€76,96) asap, it has taken very long already.
Then I will also delete my negative trustpilot review. Regards,”

From my other review message 30 July 2024: my email including spam, I did NOT receive the email at 08/02 (l did receive before and after my order all other emails from Zoomalia about it). 16 januari 2024 een bestelling geplaatst voor twee Halti tuigjes en brokken. De tracking pagina van Zoomalia zelf bleek niet up to date, het gaf steeds aan 'pakket vertraagd door stakingen op de weg in Frankrijk' (screenshots beschikbaar). Vervolgens bleek later dat het pakket intussen al teruggestuurd was naar de verzender. Ze zijn niet te contacteren. Ik heb nu 4 april nog steeds geen producten, nul reacties op mijn 4 e-mails en ook geen geld teruggekregen zoals beloofd in de reactie op mijn Trustpilot review van 30 juli 2024.