Frequently Asked Questions
We have a ‘leave safe policy’ for our parcels. Pet supplies can be heavy, but our orders are tracked and packed in rain-resistant packaging, so they can be left safely. Our couriers try 3 times to deliver before taking the parcel to their depots. But we know you can’t wait around, so you can tell us where to leave your parcel at checkout. Do you want it with a neighbor, by the back door, or under the plant pot?
We’re thrilled to introduce the world’s first SMS pet food re-ordering service! Here’s how it works:
- Place an order on PetShop.co.uk.
- Make sure your correct mobile number is on your account.
- About 4 or 8 weeks later, we’ll send you a text asking if you want to reorder.
- Just reply with Woof, Meow, Neigh, or Tweet, depending on your pet.
- We’ll process the order and deliver it to your door—easy as that!
If you want to order over the phone, just give us a call. We’ll take your order and answer any questions you have.
We accept all cards – Maestro, Visa, American Express, Mastercard. You can either pay via our website or by phone. Unfortunately we do not accept Pay Pal.
If you want to change or cancel your order, let us know within 48 hours of placing it. If we haven’t picked your items yet, you can do this for free and get a full refund. If we’ve already picked them, you can refuse delivery when it arrives, but there’s a £12 fee for return shipping. You can find more details on our Delivery & Returns page.
If you want to change or cancel your order, let us know within 48 hours of placing it. If we haven’t picked your items yet, you can do this for free and get a full refund. If we’ve already picked them, you can refuse delivery when it arrives, but there’s a £12 fee for return shipping. You can find more details on our Delivery & Returns page.
After we pack your order in our warehouse, we’ll email you a tracking number and a link. This lets you follow your order’s progress. You can also track it in your account section.
We’re proud of how fast we deliver. We try to send out all orders as soon as we can. You should get your delivery within 5 working days, or within 3 working days if you choose express shipping.
We’re proud of how fast we deliver. We try to send out all orders as soon as we can. You should get your delivery within 5 working days, or within 3 working days if you choose express shipping.
If you’re unhappy with any item, you can return it to us for a full refund. Just send it back within 365 days in its original condition. You’ll cover the return costs. If you got free delivery, we’ll deduct £6.00 from your refund for the outgoing postage charge.