My trap has been delivered and is damaged.
As we indicate on our site when you confirm your order, it is imperative to check your delivery upon receipt and refuse it in case of a problem! The trap will be automatically taken back by the delivery person, at no cost to you, and as soon as the return is received, we will send you a new one.
If the box you receive is not in perfect condition, you must open it in front of the delivery person and, if the trap is damaged, you must refuse the delivery! We pay for insurance for your deliveries, but if no reservations were made at the time of delivery, the carrier will assume that everything is in order, and it will be almost impossible to claim compensation from them.
We won't let you down, but you will be responsible for the return shipping costs and the new delivery! If the trap is easily repairable, it will be repaired; if not, a quote will be provided (based on the response received from the delivery service).
To do so, you must notify us within 48 hours of receiving your parcel and send us photos of the trap:
1. a photo of the box showing the damaged area;
2. a photo of the box clearly showing the label and barcode of the shipment;
3. a photo of the damaged trap in the box with the protective packaging;
4. a photo of the damaged trap.
These photos and your full contact details should be sent by email to info@detruirat.com.
By full contact details, we mean:
1. Your full name and address.
2. The invoice number corresponding to the order: FAC/xxxx/xxxxxx
We will contact you as soon as possible to resolve the issue.
What are the delivery times?
It will all depend on the payment method chosen and the destination country.
We offer two different payment methods.
Payment by card (debit or credit) or payment by bank transfer.
Payment by card:
- The fastest, you pay directly with your bancontact card or credit card, your invoice is issued immediately.
- Your item is in stock, so it is shipped within 5 days, or available directly for collection during the scheduled hours (see terms)
Payment by bank transfer:
- the slower option, as soon as we receive your transfer to our bank account, your invoice will be issued and your order validated (between 2 and 4 working days depending on the banks for validation).
- Your order will be put into production and shipped as soon as possible. In case of collection, you will be notified directly as soon as your order is available.
But in practice, unless there is an issue beyond our control (strike, or other), upon receipt of the payment confirmation, your goods are shipped on the same day or at the latest the next working day. In Belgium, delivery should be made within 48 to 72 hours, for other countries, it is better to allow 5 working days.
I would like to track my delivery
Once your order has been shipped,Bpost will automatically send you a tracking emailwith all the delivery information.
This email is sent to the address associated with your customer account at the time of the order.
If you do not find it in your inbox, please remember tocheck your spam folder..
In case of doubt, our team is of course at your disposal, you can contact us by email with your full details and the invoice number.info@detruirat.com.
Has your order not yet been delivered or only partially delivered?
Don't panic, given the success of the DétruiRAT traps, it is not uncommon for deliveries to be 1 or 2 days late. When paying your invoice, depending on the selected payment method, a timeframe was given to you, which is generally respected.
You have ordered for delivery outside Belgium, delivery times may sometimes take a few days longer.
If you receive a partial delivery, do not worry, the delivery person should return to drop off the rest of your order.
My order was delivered to a post office even though I paid and requested home delivery!
Upon receipt of the payment confirmation for your order, we will register your delivery on the Bpost site. We always select a delivery based on the delivery address you have chosen, but it is possible that you have changed your delivery preference settings on the Bpost site or app. Unfortunately, we cannot assist you; you will need to contact Bpost to resolve this issue!
I entered the wrong delivery address.
Shipping labels are generated automatically via our site at the time of the order.
If you have provided an incorrect address, please let us know as soon as possible at info@detruira.com.
If by chance the label has not yet been created, we will be able to correct it. However, once the label is generated, it is directly charged by Bpost and unfortunately, new delivery fees will need to be applied for any changes.
After a period of 24 hours following the order, we can no longer intervene: in 99% of cases, the parcel has already been dispatched and is on its way.
That is why it is very important to contact us as quickly as possible.