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Top trending questions
- Where is my order?
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You can track your order here. You will need to have your email address and order number to hand.
We will always try to pack your order in to as few parcels as possible, however, for larger orders we 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 with the same, or different delivery partners.
Please wait until your delivery day has passed before contacting us about any outstanding items.
The exception to the above is for flea & worm subscription orders which come via Royal Mail and will always arrive separately to the rest of your order.
Alternatively, if you know the carrier delivering your order, please start with their customer services team, as they will have the latest information to assist you:
- Can I cancel my order after it's been placed?
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Unfortunately, any cancellations or amendments cannot be made between placing your order and receiving your parcel; this includes address changes and adding or removing lines.
Once you have received your order and wish to return for a refund, please see the returns policy
- How do I update my subscription order?
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Log in to your account and select the Manage my subscriptions option. From here, you can update the frequency you receive your items, pause and reactivate your subscription or cancel your subscription (up to 7 days before expected delivery).
To update the information about your pet, select the My pet details option where you can remove, add or edit pets associated with your account. - I would like to return my item for a refund, what do I need to do?
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If you aren’t completely happy with your purchase you can return it within 30 days, with a proof of purchase.
This does not affect your statutory rights
For online orders
Return it to any of our Pet Care Centres, or simply contact our customer care team.
Your item(s) will need to be:
- With an original proof of purchase.
- In an unused condition in its original packaging and with any tags or security seals intact.
If your item was delivered directly from one of our suppliers, you will need to follow the return instructions on the delivery note. If in doubt please don’t hesitate to contact our customer care team.
For any products returned under the 100% satisfaction guarantee, a receipt is still required and products will be exchanged for another product at the same price point. Bags of dog food must be at least half full to claim an exchange.
- Do you have pets available in-store?
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Our current priority is to offer the products and services you need to care for your pets at home and therefore we don’t have as many pets in our store as before the global pandemic.
Please contact your local store for availability before visiting us.
Where is my order?
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Where is your order?
Track the progress of your package