FAQ – Petsi

Frequently Asked Questions

Here you'll find answers to the most common questions about pets, products, services, and purchasing options. If you don't find the answer you're looking for, don't hesitate to contact us—we're here to help!

Order

How can I place an order?

On petsi.eu (home delivery or in-store pickup), via WhatsApp, or by calling the shop at +39 02 39163603. You can also order and pick up in person at Via Bianca Ceva 46, Milan (M1 Bisceglie).

Which payment methods do you accept?

Bank cards, Satispay, Amex, Apple/Google Pay; in store — card/cash. Online methods are shown at checkout.

Can I modify or cancel an order after placing it?

If it hasn’t been handed to the courier yet, yes — contact us with your order number. If it’s already shipped, we’ll find the best solution together.

Do you ship across Italy?

Yes. Costs and delivery times depend on the address and are shown at checkout. Free shipping on online orders from €50.

Can I pick up in store (Click & Collect)?

Yes. Select “In-store pickup”; we’ll notify you when it’s ready. Via Bianca Ceva 46, Milan (M1 Bisceglie).

Do you offer same-day delivery in Milan?

In some areas, for items available in store. Check with us on WhatsApp.

How do returns and exchanges work?

We accept unopened, intact products within the legal timeframe. Opened food can be returned only if defective.

What if my product arrives damaged/defective?

Photograph the item and packaging and contact us within 48 hours — we’ll arrange a replacement or refund.

The product is out of stock. Can you order it for me?

Yes. Email info@petsi.eu or call +39 02 39163603 with the item and quantity; we’ll confirm ETA and notify you on arrival.

Do you match competitors’ prices?

We monitor the market. If you find a significant difference on the same product, write to us — we aim for fair pricing.

Where is the shop and what are the hours?

Via Bianca Ceva 46, Milan. Mon–Fri 08:00–20:00, Sat–Sun 09:00–19:00.

How do I choose food for my dog/cat?

Consider age, weight/size, activity level, sterilization, and sensitivities (allergies). Message us — we’ll recommend the right formula and portions.

How long does food keep after opening?

Dry: reseal well, store cool/dry or in an airtight container; use within 4–6 weeks. Wet: refrigerate and use within 24–48 hours.

Allergies/special needs — what should I feed?

Monoprotein, grain-free, or veterinary lines. For medical conditions, follow your vet; we’ll help read labels and suggest options.

Do you sell anti-parasite products (fleas/ticks)? What do you recommend?

Yes. We stock spot-ons, tablets, collars, and sprays. The choice depends on weight, age, and lifestyle — our staff will advise.

Which litter do you recommend for my cat?

For most: clumping bentonite (easy to clean, great odor control). For sensitive paws/kittens: wood or corn. For maximum odor control: silica. Options for multi-cat homes available — we’ll help you choose.

Do you have shampoos or coat-care products specific to breed/coat type?

Yes. Lines for short/long/harsh coats, hypoallergenic, moisturizing, anti-shedding, color-enhancing/whitening, plus puppy/kitten and dermatological veterinary ranges. We’ll recommend the best fit.

Do you have a loyalty program or discounts for regular customers?

Yes. Earn 1 point for every €1 spent. With 500 points you can redeem €5 to pay for purchases or reduce your total.

Can I get in-store advice without buying right away?

Of course. Our trained staff is happy to help.

Do you sell interactive toys for mental stimulation?

Yes. You’ll find a dedicated selection online and in store.

Additional questions about dogs and cats

Is a different food needed after sterilization/neutering?

Often yes: lower metabolism and higher appetite. Choose Sterilised/Neutered lines with controlled calories/fats.

How do I determine the right portion?

Follow the label’s feeding guide (weight/activity) and monitor body condition (ribs palpable, visible waist).

Can I mix dry and wet food?

Yes. It improves palatability and hydration. Recalculate total daily ration based on calories/brand guidelines.

How many treats can I give?

Generally no more than 10% of daily calories. Subtract treat calories from the main ration.

BARF/RAW (raw diet): is it safe?

Pros and cons (bacteria, nutrient balance). Consult your vet; strict hygiene and a balanced plan are essential.

Which food for a puppy/kitten?

Look for Puppy/Kitten: higher protein, energy, DHA, minerals. Feed 3–4 meals/day (puppies may need more); follow the label.

My cat gets hairballs — what helps?

Hairball diets, regular grooming, hairball pastes, more water/wet food. Vomiting/constipation → see your vet.

My pet drinks little — how to increase water intake?

Fountains, more wet food, multiple bowls in different spots, fresh water daily.

Bad breath/plaque — what can I do?

Dental treats/foods, regular brushing with pet-safe toothpaste. If inflamed — vet check.

Sensitive stomach/diarrhea on new food — what to do?

Return to the old diet, let the gut settle, then transition more slowly. If it persists — vet.

Can I give “human” food?

Better not: risk of imbalance and toxicity. Strictly avoid onion/garlic, grapes/raisins, chocolate, xylitol, etc.

My pet is gaining weight — how to reduce it?

Switch to Light/Sterilised, adjust portions, increase activity, limit treats. Track weight weekly.

My cat ignores the litter box — why?

Check cleanliness, box size/type of litter, and location (quiet, low stress). Sudden changes → vet visit.

How often should I change food just for “variety”?

No need without a reason. Change when needs shift (age, weight, health) or on vet advice.

Is hypoallergenic food always grain-free?

Not necessarily. “Hypoallergenic” refers to protein source (mono/novel protein). “Grain-free” refers to carbohydrates. Different concepts that can coexist.

How much should an active/sport dog eat?

Choose Active/Sport formulas and add +10–30% on heavy-activity days. Water always available.

Can I mix different brands?

Yes, with a gradual transition and an overall balanced ration. For sensitive stomachs, better stick to one line.

How to store a large bag of kibble?

Keep the original bag inside an airtight container, in a cool, dry place away from sunlight. Avoid pouring out of the inner bag to preserve aroma/quality.

How to choose training treats?

Small, low-calorie, with clear ingredients. Count their calories in the daily ration. For puppies — soft and age-appropriate.

Do pets need vitamins/supplements?

Complete diets cover basic needs. Use supplements only when needed (joints, skin/coat, etc.) and preferably after a vet consult.

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