Frequently Asked Questions

Need help or have questions? Take a look at our FAQs below.

Product Information And Availability

Product Information

  • I need more information about a product, how do I find out?

    Each item has a product 'Description' tab and a customer 'Review' section. These sections provide more detailed information about the product and also allows you to see other customers' reviews of the product. On some occasions there may be further information available in the form of a video to view.

    If you can't find the information you require on the product page you can always simply 'get in touch' and if our customer care advisors can't help we will speak to our buying or merchandising departments.

  • I can't find the product I am looking for?

    If you can't find the product using the menus on the website try using our 'Search' option in the top navigation. Try searching with a particular word i.e. if you're looking for a particular chicken dog food; type in 'chicken' and all chicken options will be available to browse through.

    If you still cannot find a product then we are happy for you to 'get in touch' and we will check if the item is available to purchase or we will endeavour to find an alternative product we think will match your requirements.

  • How can I place a review on a product?

    If you open the product page and go to the 'Reviews' section, then click on 'post review' you will be able to write a review of the product.

    Please note you can only review a product that you have purchased from ourselves, you will be asked to log in to your account before you can proceed.

    Your review will show on our website within 3 working days once it has been passed by our monitoring team.

Product Availability

  • How do I know that a product is in stock when I place my order?

    On each product page we display an indication of the number we have in stock and if we have sufficient stock we will display the quantity as 10+.

    Please note as we have many customers shopping at the same time this number is our best indication of the stock level.

  • What does 'Available to Order' mean?

    This means we are temporarily out of stock but we have more stock on the way to one of our warehouses so we will be able to send the product to you as soon as it comes into stock. We will always give you an indication of when we anticipate the stock will arrive and we ask you to give us a few days to despatch it to you.

  • The product I wish to order is out of stock can you contact me when it is back in stock?

    Yes, for products where there is a 'supplier out of stock' we provide an option next to the product description to request an 'Email when in stock'. We will then send you an email to let you know we have the item back in our stock.

Veterinary Products

  • Do I need a prescription for prescription pet food?

    You do not require a prescription to purchase prescription food but we always recommend that you consult with your vet before purchasing these items.

  • Can I return my Veterinary items?

    Due to legal requirements medicines may not be returned except to correct an error in despatch or in response to an "official recall". If an item is believed to be faulty it should be returned for inspection and it may be necessary to forward it to the manufacturers for testing before replacements or refunds can be authorised. This does not infringe statutory rights. We advise customers to use an insured method of shipping and to retain proof of despatch when returning an item.

Orders

Placing an order

  • How do I place an order?

    We ask you to complete the following simple steps to place an order:


    Add the items you wish to purchase to your shopping basket
    Checkout
    Go to secure payment
    We will then ask you to login in or if you are not yet registered with us you can do so at this stage
    Continue through our secure checkout function by entering your delivery address and selecting your delivery option
    Finally we ask you to enter your payment details.

  • Can I place an order over the telephone?

    Yes that is not a problem, simply call us on 01506 605150

    Please Note: There will be a small administration charge of £1.99 to place the order over the telephone, and to ensure payment security there is a limit to the value of order we can take over the phone but the advisor will discuss this with you at the time.

  • How secure is your website?

    Website Security is as important to us as the security of your personal details will be to yourself.

    Our website is independently security audited by McAfee, we go through an intensive weekly security scan which tests for possible personal information access as well as links to dangerous sites, phishing and other online dangers.

    Basically, the extended SSL certificate means all sensitive information is handled by pages on our site prefixed "https:" which means this information is encrypted via SSL, protecting it from interception by unintended recipients.

Paying for an order

  • What methods of payment can I use to pay for my order?

    You can pay online using:


    Visa
    Visa Debit
    Mastercard
    American Express
    Paypal
    Vouchers

    All card payments are handled by Braintree a leading global Payment Service Provider and we do not hold any card payment records ourselves. Braintree are compliant with the strictest Payment Card Industry (PCI) standards.

  • I don't want to pay for my order online, how else can I pay?

    If you wish to pay via bank transfer then please 'get in touch' and one of our friendly customer care advisors will provide you with the relevant bank details.

  • Do I have to pay for the goods before you will despatch?

    Yes all orders must be fully paid before we will despatch the goods. For card payments this means your card will be charged when we despatch your order and not when you place the order. For bank transfer payments we must have cleared funds before we will despatch your order.

  • I need a receipt how do I get one?

    We will send you a confirmation email once you have placed your order and this will include an invoice / receipt.

    If you can't find this then to print a receipt simply log into your 'Account', go to the section 'Your Order History'. You will see all orders that you have placed if you look for the relevant order number you require a receipt for, you will see a print invoice link which will allow you to print or save a copy of the receipt you require.

  • Can I collect my order in person?

    Sorry we are an online only retailer and this isn't possible as your order may be despatched from different warehouses.

Gift Vouchers

  • How do I purchase a gift voucher?

    You can purchase a gift voucher online buy adding them to your basket and then checkout out as normal.

  • I have a Gift Voucher how do I redeem it?

    The Gift Voucher should be applied at Checkout prior to selecting Secure Payment, once you have entered your code the discount will appear just above your total.

    Please note discount will only be applied to the items purchased and not to any delivery charges.

  • How long does the Gift Voucher last?

    Gift Voucher is valid for 12 months.

  • Can I use more than voucher code for my order?

    No, only one voucher code can be used at a time with any order.

  • My Gift Voucher has expired what can I do?

    If your Gift Voucher has expired we may still be able to help. 'get in touch' and we will try our best to assist you.

Customer Care Vouchers

  • I have a Customer Care Voucher how do I redeem it?

    The Customer Care Voucher should be applied at Checkout prior to selecting Secure Payment, once you have entered your code the discount will appear just above your total.

    Please note discount will only be applied to the items purchased and not to any delivery charges.

  • How long does the Customer Care Voucher last?

    A Customer Care Voucher is valid for 3 months.

  • Can I use more than voucher code for my order?

    No, only one voucher code can be used at a time with any order.

  • My Customer Care Voucher has expired what can I do?

    Unfortunately, once these customer care vouchers expire they cannot be reissued.

Amending or Cancelling an Order

  • Can I amend my order once it is placed?

    As long as the order has not been despatched from our warehouse you can amend your order. You cannot do this online and will need to 'get in touch' and speak to one of our customer care advisers as soon as possible. If the order has already been despatched then the advisor will explain the process.

  • How do I cancel an Order?

    We are sorry to hear that you may want to cancel your order, please 'get in touch'. The order will be cancelled and refunded as long as it has not been despatched from our warehouse. If the order has been despatched you will be asked to refuse the delivery and once we receive the order back at our warehouse or we can track that the courier is returning it we will process your full refund.

  • Can I change my delivery address once my order has been placed?

    Unfortunately, at present we are not able to offer this service, however, some of our couriers will leave the parcel in a safe place.

Order History

  • How do I view my order history?

    On the Home page you will find an 'Account' section, once you log in you will be able to view all previous orders.

Order Status

  • How do I view my order in my account?

    On the Home page you will find a 'Account' section, once you log in you will see various options to choose from including Order History, from there you can click on all your previous orders.

Despatch

  • Will I receive an email advising that my order has been despatched?

    Yes you will receive an email advising that your order has been despatched and providing your tracking reference and link to the courier tracking system.

  • I have not received my email confirming that I have placed my order why?

    We send emails automatically as soon as any order is placed, from experience we have found that a very small number of these emails may have gone into your junk folder so we would ask you to check there firstly. If it is there you can mark it as a safe sender for the future. If the confirmation email isn't in any of your folders then you should 'get in touch' and one of our Customer Care advisors will be happy to trace your order.

  • How do I track my order?

    You will receive an email once the order has despatched from our warehouse this will provide you with all the relevant tracking details and a link to the courier's website.

  • How do I find my tracking reference, I have lost my email?

    If you have lost your email, simply login to your 'Account' and go to the section 'Order History' and click on shipped orders. You will see all orders that you have placed if you click on the relevant order and then click show detail, you will then be able to view the courier that your order is with and the tracking reference again there is a link to the relevant courier website.

  • My order status is showing 'shipping completed', what does this mean?

    This status means that your order has been shipped and if showing completed then all items on your order are either despatched from our warehouse and on their way or you have already received your full order. You should allow up to 3 working days from the date the order has been marked as shipped for your parcel to be delivered.

Delivery

  • When will my order arrive on a Standard Delivery service?

    For customers who opt for Standard Delivery we will despatch your goods within 2 days (excluding weekends and bank holidays) and these will be delivered by one of our courier partners on a 2 or 3 day service, so it will take up to 5 working days to get the goods to you.

  • When will my order arrive on an Express Delivery service?

    If you have chosen Express Delivery then if the order has been placed before 2pm on a working day then the order will be despatched the same day and delivered the Next Working Day. If the order is placed after 2pm then it will be despatched the next working day and delivered the second working day after the order has been placed.

  • What do you mean by 'Working Day'?

    Working Day refers to the normal days our courier partners operate. This is typically, Monday to Friday and will exclude all bank holidays.

  • How much will the Standard Delivery charge be?

    All orders over £39 have free standard delivery. Orders under £39 will have a standard delivery charge of £4.99. In both cases regional surcharges may apply but these will be shown on the shipping options page.

    We show on the Checkout page how much more you would need to spend to qualify for Free Delivery.

  • How much will the Express Delivery charge be?

    If your order is more than £45 then Express Delivery will only cost an additional £3.99. If your order is less than £45 then Express Delivery will cost £7.99. In both cases regional surcharges may apply but these will be shown on the shipping options page.

  • What are Regional Surcharges?

    These are charges which our courier partners charge us for delivering to specific areas of the United Kingdom and Europe. Depending on the courier service we need to use for your order, delivery addresses indicated on the delivery page may require us to make a customised delivery charge. If a customised charge is required this will be clearly indicated at the shipping options page.

  • My order is past its expected date of delivery what do I do?

    Regretfully, there are a small number of occasions when our courier partners are late delivering orders. We firstly ask you to check the tracking information on your despatch confirmation email as it may now be out for delivery.

    If your parcel is not tracking or doesn't appear to be on its way to you then please 'get in touch' and one of our advisors will endeavour to rectify the situation.

  • Where do you deliver to outside the United Kingdom and how much does it cost?

    We deliver to Ireland, and most of Mainland Europe, please see our delivery page for further details.

  • Can I have a timed delivery slot?

    Unfortunately at this time we can't provide timed delivery slots.

  • I have only received part of my order, what happens now?

    Firstly have you received an email advising an item is unexpectedly out of stock? If not you can check your tracking reference on the courier tracker to ensure the number of parcels we have dispatched is what you have signed for as the courier may only have dropped off part of your delivery, this info can also be found in your 'Account' on our website for this particular order. If none of these apply please 'get in touch' and one of our Customer Care advisors will assist tracking your parcel(s).

  • Will I receive any other communication from the courier other than a despatch email from yourself, either a text or telephone call?

    The despatch confirmation email will allow you to track your parcel through the courier networks. Some of our couriers will also send you an email and some may send you a text message (provided you put your mobile number on your order), however, these will always be in addition to our email.

  • How long will I have to wait if my order has got lost in transit before you agree to send my order out again?

    We always wait 5 working days after your order was expected to be delivered before we will re-dispatch as on many occasions the order has just been misdirected to the wrong depot and is delivered later than expected.

Returns, Refunds & Exchanges

Returns

  • My item is not suitable can I return it?

    Yes you can return any item(s) that is not suitable or unwanted (and not damaged or faulty or a wrong item sent) for a refund, we must be notified within 30 days of delivery of the product. To do this please 'get in touch'. The item(s) to be returned must be in an unused and saleable condition.

  • I have received the wrong item what do I do?

    We apologise as there has obviously been a slight mix up in our warehouse, please 'get in touch' as soon as possible and we will rectify the situation immediately.

  • My item is damaged / faulty what do I do?

    We are very sorry to hear this, please 'get in touch' immediately and a Customer Care advisor will assist you. If you don't mind can we please ask you to send us a photo of the damaged / faulty item as it will help us improve our quality control and it can be used in our courier reviews.

  • How do I arrange a return?

    To arrange a return whether it be unsuitable or there is a problem with an item(s) then you simply 'get in touch' to advise us you want to return an item. Depending on why the item is coming back then a member of customer care will respond with your options.

  • Will I have to pay for my return?

    You will only have to pay for your return if the item is unsuitable or unwanted. If the item is proven to be faulty or damaged then we will cover the cost of returning the goods if we require the item(s) back.

  • What is the returns address?

    Our returns address is:

    Petplanet.co.uk Limited
    5 Kingsthorne Park
    Houstoun Industrial Estate
    Livingston
    West Lothian
    Scotland
    EH54 5DB

  • How long do I have to return the product?

    All returns must be logged and returned to us within 30 days of receipt, this is 16 days longer than the normal expected 14 days required by Consumer rights.

Exchanging a Product

  • My item is not suitable can I exchange it for something else?

    Yes you can exchange an item for something else. Please 'get in touch' and one of our Customer Care advisers will be pleased to arrange the exchange.

  • How do I arrange an exchange?

    Once you have informed us that you wish to make an exchange, you will need to return the item (at your cost), once we receive it back at our warehouse we will despatch the replacement item.

    You can return the item yourself and will be required to pay this cost. If the goods are higher or lower than the new item then a refund or payment will be made as necessary which will include the courier charge if required.

    If you cannot wait until you have returned the unsuitable item then you can place a new order and go through the usual return procedure for the item you that is not suitable and we will issue a refund for that once returned.

  • Will I have to return my goods before I receive the new item?

    Yes you will have to return the goods before you receive the new item unless you decide to send the goods back through the normal returns channel and place a new order for the new item.

  • Can you arrange collection for me?

    Yes we can arrange collection for you and will be happy to advise on a cost, the cost will be deducted from any refund if necessary or a payment will be required to be taken when processing the exchange.

Refunds

  • How will I receive my refund?

    Your refund will be processed back to the payment method that you used when placing the order with the exception of any PayPal payment that is over 60 days. In this case you will be contacted by a member of Customer Care to arrange the refund to another method.

  • How long will my refund take to process?

    This will depend on why the refund was requested, in the event of cancellation the refund will be requested immediately and typically processed within 3-5 working days. In the event of a return the refund will be requested as soon as we have been advised of a return but not completed until either the goods are back at our warehouses or can be tracked with the courier as on their way back. In all cases once the refund has been completed our end you will receive an email confirming that it has been completed and sent to your payment method.

  • My card has expired that I paid for the goods, how will I receive my refund?

    If your card has expired when we try to complete the refund we will contact yourself to arrange payment to your new card or at your request we could send the refund via a cheque but this will be made payable to the named person on the account and sent to the address on the account.

  • I received a gift and need to return it, who gets the refund?

    The refund will be processed back to the payment method that was used to place the original order but we would however be able to offer an exchange instead of a refund.

  • Will I receive my refund back to my PayPal Account?

    Yes if you have paid using PayPal we will in the first instance attempt to refund back to your PayPal account however if it has been 60 days since you have made the original payment we will not be able to complete the refund. In these circumstances we will contact you to arrange a different payment method to allow us to complete the refund.

  • My refund is still not showing, what do I do?

    If you have checked your account and the refund is not showing then you should 'get in touch' and we will check that the refund has been completed properly.

  • If I return an item do you refund the original delivery charge on my order?

    If you return the whole order or there is only 1 item on your order then you will receive your delivery charge back and only in circumstances where you only return part of your order will you not receive your delivery charge back.

    Please Note: You will not receive your Express Carriage back if this option has been chosen.