What are Pets at Home payment methods?
Pets at Home accepts all major Debit and Credit Cards.
Where does Pets at Home ship?
Pets at Home ships only in the UK.
Will my order arrive in the same parcel?
Pets at Home will always try to pack your order into as few parcels as possible, however, for larger orders they may need to send your order in more than one parcel. In the majority of cases, orders split into more than one box will always arrive at the same time but there might be occasions when they arrive separately. Please wait until your delivery day has passed before contacting them about any outstanding items.
The exception to the above is for flea subscription orders which come via Royal Mail and will always arrive separately to the rest of your order.
An item has arrived damaged, what do I need to do?
If this happens please contact customer services using the contact details at the bottom of this page. Please have your order number and the details of the damaged items to hand.
What is your return policy?
Should you wish to return anything bought from them, Pets at Home will be happy to refund a product, provided (in the case of any non-defective products) it has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product.
Returns should be made within a reasonable time and in original, undamaged packaging. If the product returned has been unnecessarily handled, they reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
When will I receive my refund?
Pets at Home will process a refund as soon as the goods are received back with them in the case of returns, or as soon as they have seen photographic evidence in instances where goods are not to be returned and in any event within 30 days of the day they confirm you are entitled to a refund.
Refunds are normally processed by your Card issuing bank within 2 − 5 working days of them raising the refund but some banks require 30 days to process.