FAQs

If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:  1. Our emails might be going to your junk or spam folder. 2. There might have been a misspelling when you entered your email address during checkout. 3. Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through. If any of these are happening, we encourage our customers to provide an alternate email to support@petsownus.co.uk

For some of our deliveries, our couriers require a contact number to ensure the smooth delivery of your order. We won't give it to anyone else or use it for marketing, it’s kept private and confidential. Plus if there are any issues with your order we can contact you quickly and easily. If you don't leave your phone number at checkout, this may cause delays in your delivery.

Shopping with Pets Own Us is secure and straightforward. Our checkout uses industry-standard SSL/TLS encryption and trusted payment gateways; we never store your card details. Your personal data is handled in line with UK GDPR. We offer clear shipping and returns policies, real-time order updates, and responsive customer support if anything goes wrong. Products are sourced from reputable brands and dispatched through reliable couriers. Transparent pricing—no hidden fees—means you know exactly what you’re paying for. Buy with confidence.

All orders placed by 15h00 UTC on a business day will usually be processed within 4 hours. Orders placed after 15h00 UTC or outside business hours will be processed the next business day.

If you've reviewed the information listed on the product page and still have questions, please reach out to us via WhatsApp or email. Please note, some of our most popular products have their own FAQs at the bottom of the page.

We deliver anywhere in the UK (United Kingdom). There may be additional charges for the 'offshore domestic regions' and ‘Scottish Highlands’: Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland, these charges will be clearly displayed at checkout. If your address is outside of the UK, please contact us for a delivery quote by email support@petsownus.co.uk.

We deliver anywhere in the UK (United Kingdom) mainland with free shipping on all orders over £49. No Hidden Fees: All costs are clearly stated at checkout. If your address is outside of the UK, please contact us for a delivery quote by email support@petsownus.co.uk.

Our delivery times vary depending on the product and supplier. Please review each product page for accurate fulfilment timeframes. Some items offer next-day delivery, whereas some can take upwards of 10 business days to arrive. 

We generally use a 24-hour delivery service, so once you receive a tracking number, your order should be with you within the next two working days (depending on what time of the day it was shipped). For accurate information, please always check the product pages before placing an order. Please Note: Delivery times are estimates and may vary due to external factors such as weather conditions and transportation issues.

Unfortunately not, we cannot deliver to PO Boxes.

You can track your order using the tracking number that we'll send you via email. If it's been longer than the stated delivery times for your order and you still haven't received a tracking number, please email us on support@petsownus.co.uk.

Please visit our Returns & Refunds page for further details - petsownus.co.uk/return-and-refund-policy/