Frequently Asked Questions.
01. Order
How do I place my order?
Ordering is straightforward. You may place your order on our website or by contacting our Customer Service department.
Why is my order showing as pending approval?
You may need to provide more information about the animal, or you may have provided an inaccurate weight, age, or species.
Where can I find information about my order?
The information of your order may be found under “My orders.”
02. Delivery
How can I update my shipping address?
If you merely want to edit your address for future use, go to “My account” and “My addresses.”
You can either change an existing address, delete one, or add a new one.
If you need to modify the delivery address for an order that has already been placed, please contact us by phone or email
at info@pet-shop.uk.com.
I missed my delivery what should I do now?
If our couriers miss you, they will automatically attempt delivery three times to the same address. They may opt to place the parcel somewhere secure on the premises and notify you with a calling card.
If you chose Next Day, Nominated Day, or Sunday Delivery, you will be contacted, updated, and allowed to engage with your delivery driver via interactive tracking. You may leave precise instructions or adjust your delivery date with this in place.
All of our couriers may be reached directly via the websites and phone numbers listed below. We are, of course, delighted to contact them on your behalf if that is preferable.
How can I track my order?
You can simply track your order here.
1. Your dispatch email: When your purchase is sent, we’ll send you an email with a direct tracking link for your package. Allow a few minutes for the delivery to arrive at the courier depot from our warehouse, since this is when the tracking information begins to change.
2. Your bank account: Simply log in and navigate to the “my orders” area of your account to see another direct tracking link for your shipment.
If you want to contact one of our couriers directly, they all have their own websites. They also have an app that is compatible with Android and iPhone, which we highly recommend if you want to have more control over your delivery.
03. Returns
Will you refund my original delivery charge if I return the items?
When a product is broken or damaged, we will refund your original shipping price; however, we will not refund your original delivery charge if the goods is simply unwanted.
Do I have to pay for a return?
Yes. If you opt to return any item/order, you will be charged £5 to pay the courier’s expenses.
Are there any items that can’t be refunded?
Unfortunately, we cannot refund the following items:
– Used products – Products that are not in resaleable condition or are not in their original packing
– Pet or animal toiletries that have not been sealed
04. Payments
How can I update my payment details?
You can simply go to ‘My Account’ and change your payment details in the payment section.
How can I use my discount code?
If you have a discount code you can simply use it when you want to checkout new items on our website.
Why has my payment been rejected?
To begin, please double-check that all of the information you are entering is right. You have correctly input the expiration date and CVV number. We also employ Visa and MasterCard’s identity verification as part of our payment process, which means that all cards registered with this system must pass this stage and consumers must submit their password before we can take payment. This capability protects both you and us against fraud. Please ensure that you complete this step in order for your money and order to be approved.
If you have any problems completing your order, please call us so that we may take your order over the phone.