Questions and Answers

1. Go to the Evidensia Shop login page (top right corner of the site).

2. Enter your email address in the field.

3. We will send a one-time login code to your email.

4. Copy the code from your email and paste it into the Enter code field.

5. Click Submit.

You can purchase an Evidensia Shop gift card from the Evidensia Shop. Cards are available in three price categories: 25, 50, and 100 euros. You can find the cards on the Shop's website.

It is not possible to place or pick up an Evidensia Shop order at an Evidensia network veterinary clinic or hospital.

Prices and offers are valid in the Evidensia Shop. Evidensia network clinics follow their own pricing and are not bound by the prices and/or offers of the Evidensia Shop. Evidensia Shop offers are applied automatically at checkout.

The validity period is stated in connection with the campaign. Evidensia Kauppa reserves the right to determine and change the validity periods of campaigns and/or discounts.

1. Select the products you want from the online store and add them to your shopping cart. Remember to choose the appropriate package size and the desired quantity. Select the product by clicking the Add to cart button.

2. Once you have added all the desired products to the shopping cart, click the shopping cart icon in the top right corner of the screen.

3. Click the View shopping cart button.

4. Check the products in your shopping cart and click the Checkout button.

5. Fill in the required delivery and billing information.

6. Add any discount code or gift card code at checkout.

7. Select a delivery method.

8. Click the Continue button.

9. Double-check your contact details, order contents, and delivery terms before confirming the order. Edit the information if necessary.

10. Click the Pay now button.

11. Choose a payment method and proceed to payment.

Log in to your Evidensia Shop account. After logging in, your order history will appear on the screen.

Unfortunately, your order cannot be cancelled, but you can return it free of charge within 14 days of receipt. Once we have processed your return, the amount paid for the products will be refunded via your original payment method. Further details on how to return products can be found on the Evidensia Kauppa website.

You can find the list of payment methods used in the Evidensia Store here.

Please contact our customer service at kauppa@evidensia.fi, and provide your order number and as detailed information as possible about the discount in question.

Please contact our customer service at kauppa@evidensia.fi. Let us know your order number, and we will send you a copy of your receipt by email.

Evidensia Store orders are delivered by Matkahuolto or Posti to your selected pickup point or directly to your home. See the detailed delivery terms here.

You can find Evidensia Store's delivery costs here.

We deliver the products within five (5) business days.

You can view your order on your own page when you log in to the Evidensia Store. A delivery confirmation will be sent to your email once the order has been picked from our warehouse and shipped. The delivery confirmation will include your order's tracking number, which you can use to track the progress of your order's delivery. Posti shipment tracking Matkahuolto shipment tracking

If your order has not arrived within seven (7) business days of placing it, please contact our customer service team at kauppa@evidensia.fi. Please include your order details in the message so we can investigate the situation immediately. We will contact you within two (2) business days of receiving your email.

Sometimes products may be split into multiple parcels, and they may not always travel the same route. You will receive information for each tracking code so that you can track the parcels.

If there is an error with the order or product, please contact our customer service at kauppa@evidensia.fi. You can find more detailed instructions here.

We do not deliver orders to Åland.

We do not ship orders internationally.

Please notify us by email at kauppa@evidensia.fi that you wish to return your order. Please state your name and specify the products covered by the return. We will provide you with instructions on the next steps. Due to cold storage requirements, Canius® Plus products cannot be returned.

NOTE! Evidensia veterinary clinics and hospitals do not process returns.

Yes, Evidensia Store's return instructions.

There is no money-back guarantee on food and delicacy products purchased from Evidensia Kauppa.

Evidensia Store payments are handled through Paytrail. Paytrail refunds payments to the customer using the same payment method as the original payment. It usually takes 1–7 business days to process payment refunds from the time we receive the returned products.

The right of return does not apply to gift cards or Canius® Plus products.

The product to be returned must be:

- unused

- in its original condition

- accompanied by product tags in good condition, as they were originally attached to the product

- in its unopened original packaging.

If the entire order is returned due to a defect, we will also refund the shipping costs.

Processing payments and refunds usually takes 1–7 business days from the date we receive the returned products.