Frequently Asked Questions
You can contact us by email, telephone or live chat.
Telephone: You can call us at 01789 614 321 from 8:30am to 17:50pm from Monday to Friday excluding bank holidays.
Live Chat: Leave a message on our LiveChat, located at the bottom right hand corner of the page. Staff will endeavour to get back to you as quickly as possible.
Check other FAQs to see if your query has already been answered
How do I find the right product for my pet?
Select whether you are shopping for a cat or dog from the the top and left hand side of the home page. Once one of these options has been selected find an easy breakdown of different types of products for your cat/dog at the top and left hand side of the page.
Looking for a particular brand? Find this on the left hand side of the home page.
How do I find promotions?
Visit our sales page. A link to sale items is also located at the top and left hand side of the page. You can then sort these items by brand and price.
How can I keep up to date with the latest deals and promotions?
How do I track my order?
Once your order has been dispatched within our warehouse you will receive an email with information on how to track your order and a weblink to follow the entire process of your order, and to keep you in the loop.
How soon will my order be delivered?
Here at VetShop.co.uk we are very proud of our delivery time. We do our best to dispatch all orders as quickly as possible and you should expect your delivery within 5 working days from the date it was placed. This may take longer if you have selected an international delivery.
How do I change the date of my next Subscribe & Save Order?
If you want to change the next order date of your subscribe & save order, sign into your account and head over to ‘my auto reorders’. Click 'edit' next to the product you want to change. Here you will be presented with the options to change the volume, frequency, and next order date. Update this accordingly and make sure you click 'save'. Once you’ve clicked save you will be able to see the updated information under the ‘my auto reorders’ tab in your account!
How do I cancel my Subscribe & Save?
If you want to cancel your subscribe & save, sign into your account and head over to ‘my auto reorders’. Click 'edit' next to the product you want to cancel. At the bottom of this page, you will see a tick box labelled 'inactive', tick this box, and click 'save'. Do NOT click 'cancel' as this will cancel your changes.
What if I'm not home and my order arrives?
Our couriers provide 3 delivery attempts before taking the parcel to their depots, but we understand you can’t put your life on hold waiting for your items to arrive, that’s why you can specify delivery information at checkout. This means you can give specific instructions regarding where to leave your parcel if you’re not home. With a neighbor? By the back door? Under the plant pot?
What do I do if my order is late or even lost?
If your item does not arrive within 72 hours of it being dispatched, please email us at firstname.lastname@example.org or call us with your order number and we will carry out an investigation with our courier to find out exactly where your parcel is. We will send out a replacement product immediately if the courier is at fault. For more details see our Terms and Conditions page.
Once your order has been fulfilled within our warehouse you will receive an email with your tracking number and a weblink to follow the entire process of your order, and to keep you in the loop.
How do I return an item?
We have a new 365 day return policy so simply post the item back to us at: PetShopBowl, Unit 5 Precision Business Park, 100 Masons Road, Stratford-Upon-Avon, Warwickshire, CV37 9BY.
If I'm not happy with a product, how do I return an item for a full refund?
If you are ever dissatisfied with any item for any reason whatsoever, you may return it back to us. We will reimburse you for the full value of the item. All we ask is that it is returned to us within 365 days of you receiving it and in its original/new condition. You will be responsible for the cost of returning the item. If you received free delivery then your refund will be minus the outgoing postage charge £6.00.
What do I do if I have been sent the wrong item?
All the parcels are carefully packed by our delivery team and then double checked but in the unlikely event you end up with a different item, please email email@example.com or call us on 01789 614 321. Leave the parcel in the exact condition it arrived and post it back to us or we will arrange for collection with our courier. We will send you the correct item immediately.
What do I do if my order has been stolen or damaged?
All items we send are fully insured. If in the unlikely event your order is damaged or stolen call us immediately on 01789 614 321 or email us at firstname.lastname@example.org.
If damaged please take photos of the parcel in the exact same condition it arrived to you in and email them back to us. As soon as we receive photos we will look at sending you a new item with no extra fee.