FAQs

What is your query about?

Ordering

  • Can I place an order over the phone?

    Currently we do not offer the facility to place orders over the phone, however our friendly customer service team are on hand to help you through the ordering process on line. Call them on 0800 328 4204

Delivery

  • Can I book a delivery slot?

    We currently do not offer timed delivery slots. If you ordered from us on our standard delivery service your order will arrive within 4-6 working days except for orders sent out on our 2 man delivery service.

    Standard deliveries are made between 8am – 6pm Monday to Friday excluding Bank Holidays

    You can also choose next day am, next day pm and Saturday for deliveries by selecting Next Working Day option.

  • Do I need to be in to sign for my delivery?

    Standard delivery: No, the driver is able to leave your order without a signature providing they are confident that the area your parcel is to be left is safe and secure. They will then leave a card for you to advise where the order has been left.

    If they do not feel happy there is a safe place to leave your parcel they will take the order away with them and leave a card advising you to call them to re arrange delivery.

    Next Working Day & Saturday delivery: Yes, these deliveries will need to be signed for.

  • How long will my delivery take to arrive?

    If you ordered on standard delivery your order will arrive within 4-6 working days except for orders sent out on our 2 man delivery service.

    If you chose Next Working Day am or pm and order before 8pm, your order will arrive the following day at the time specified.

    Please note: am = 8-12
    pm = 12-6

  • My order has arrived damaged who do I contact?

    Please call our Customer Service team on 0800 328 4204 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can email us at cservice@petsathome.co.uk. Our Customer Service team will discuss the damage and either arrange a collection or a replacement for you.

  • Only part of my order has arrived?

    Please bear in mind if you have ordered more than one item, your products may be sent out from multiple locations or multiple parcels may have been required that then became separated during processing with our carriers and therefore may arrive separately.

    Please wait the full 6 working days we state for delivery on orders that have been shipped via Parcelforce and then, if the remainder of your order has still not arrived, please call our Customer Service team on 0800 328 4204 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can email us at cservice@petsathome.co.uk

    Orders weighing less than 2kg will be sent by Royal Mail and we do ask that you wait up to 7 working days for these orders to be delivered before contacting us to advise all or part of the order is lost.

  • What do I do if my delivery has not arrived after the specified time?

    Please call our Customer Service team on 0800 328 4204 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can e mail us at cservice@petsathome.co.uk

  • When will my delivery be dispatched?

    Your delivery will be dispatched as soon as the warehouse has picked and packed your order. You will receive an e mail to confirm your order has been dispatched.

    Next Working Day delivery orders will be dispatched the same day to ensure they reach you on the next working day.

  • Why does my tracking number not work?

    Once your order is sent out from our warehouse, please allow 12 hours for the tracking number to have been logged in our courier’s tracking system.

  • Which carrier will deliver my goods?

    Orders weighing less than 2kg will be delivered via Royal Mail. Orders weighing over 2kg will be delivered via Parcelforce*.

    *With the exception of direct from supplier items which will be sent via the suppliers chosen carriers.

  • Will I receive a text or call to let me know my delivery is on its way?

    We currently do not offer a text or call service on Standard Delivery or Next Working Day delivery orders.

    If your order is being delivered into one of our stores, a text message will be sent to inform you this is ready for collection. Text messages will only be sent during store opening hours.

Website

  • How do I find product information?

    You can find specific product information on each page under the heading “description”.

    If the particular information you require is not available, please call our Customer Service team on 0800 328 4204 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can e mail us at cservice@petsathome.co.uk and we will endeavour to get you the required information as quickly as possible.

  • How do I sign up for details of offers, products, reminders and services?

    If you are already registered on our website and opted out of our mailing list when you created your account or at a later stage, you can change your preferences to receive details of our offers, products, reminders and services. To do this please select My Account and then Personal information, you can then tick to add your details to our mailing list.

    If you are new to Pets at Home we will ask you as you sign up if you wish to receive details of our offers, products, reminders and services which may be of interest to you.

    You can also sign up to our VIP club by clicking here. You will receive exclusive news and offers, and a donation will be made to your chosen charity when you shop. For further details, please see our Privacy Policy.

  • I can’t see my basket, what is wrong?

    You need to have cookies activated on your computer in order to make a purchase through our website. Click here to find out how to manage your cookies.

    If your cookies are enabled and you still cannot see your basket, please call our Customer Service team on 0800 328 4204 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can e mail us at cservice@petsathome.co.uk

  • Is your website secure?

    Please click here to see our Privacy Policy for further details.

  • I have not been receiving information from you, why?

    Please access your personal information under My Account and check that you have ticked to receive information about offers, products, reminders and services.

    If you have and you are still not receiving information please call our Customer Service team on 0800 328 4204 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can e mail us at cservice@petsathome.co.uk

  • What do I do if the product I want is out of stock?

    We receive deliveries into our warehouse 6 days a week. Unless there is a supply problem with the product you require it should not remain out of stock for more than a few days, so please check back regularly.

  • Why can I not find all the store products online?

    We are currently reviewing our website range and looking to considerably increase what we sell online in the near future. In the meantime we have our most popular products from store on the website alongside some great online exclusives.

  • Why has my payment been rejected?

    We use Visa and Mastercard’s identity verification as part of our payment process so all cards signed up to this scheme must pass this step and customers must provide their password before we are able to accept payment. This functionality provides greater fraud protection for you and us. Please ensure you follow this step for your payment and order to be accepted.

Discounts

  • How is my discount calculated?

    Our discounts are shown during the checkout process. You can click into your basket at any time to see to see which discounts have been applied.

    If you are still unsure, please contact our friendly customer service team on 0800 328 4204

Store

  • Does my local store have a vets or Groom Room?

    Please visit our store locator section here and input your town or postcode. You can select the services you require e.g. vets or groom room, to view the closest stores to you with these particular services.

  • Does my local store stock a particular item?

    Please visit our store locator section here and input your town or postcode. You can then contact the store who will be able to check stock for you prior to travelling.

  • Does my local store stock reptile, chicken or horse products?

    Please visit our store locator section here and input your town or postcode. Your closest stores will appear and you will be able to see if they stock reptile, chicken or equestrian products. You can also select the services you’re interested in before searching, so that only stores with those particular services will appear in the results.

  • Do your stores offer Home Delivery?

    We do not offer home delivery from any of our stores

  • How do I return items bought in store?

    Please return the item to any Pets at Home store with your proof of purchase where our friendly store colleagues will be able to assist you. See our Returns and Refunds page for further details.

  • What are my local stores opening hours?

    Please visit our store locator section here and input your town or postcode. Your closest stores will appear and you will be able to check their opening hours.

  • What are your refund, replacement and returns procedures for items bought in store?

    We offer a 100% satisfaction guarantee on all own brand products (this does not affect your statutory rights). In addition to this we provide a 12 month guarantee on all products sold in store. Please return the item to any Pets at Home store with your proof of purchase where our friendly store colleagues will be able to assist you. See our Returns and Refunds page for further details.

  • What methods of payment are accepted in store?

    We accept cash or card payments in store. The following credit and debit cards are accepted:

    Delta; Visa; MasterCard; Maestro, Electron, Amex and PayPal.

    We are unable to accept cheques as payment.

  • What is your recycling policy?

    Please see details of our commitment to reducing waste and helping the environment here.

  • Where is my closest store?

    Please visit our store locator section here and input your town or postcode. Your closest stores will then appear.and input your town or postcode. Your closest stores will then appear.and input your town or postcode. Your closest stores will then appear.

Pets

  • How often should I clean out my new pet?

    You should clean your pet out at least once or twice a week. A regular clean out not only provides a hygienic and safe environment for your pet but also the ideal opportunity to bond with them and check them over.

  • How old do I need to be to purchase a pet from you?

    You must be at least 18 years old to purchase a pet from us.

    The welfare of the pets we sell in stores is our highest priority and we reserve the right to refuse the sale of a pet where our colleagues feel it is not in the pets best interests.

  • My pet doesn’t seem well what should I do?

    If you are at all concerned about your pet’s health please contact your local veterinary surgery for advice. They will be able to let you know if you pet requires any treatment or an appointment.

  • What is the best diet to feed my new pet?

    We stock a wide variety a diets in Pets at Home to suit all ages, breeds and budgets. Please click here for advice on how to make the most nutritious choice for your pet.

    Alternatively, you can speak to one of our friendly, knowledgeable colleagues in store – click here to book a Nutrition Consultation online, or give your local store a call.

  • Who do I speak to if I have a query about my new pet?

    Our friendly, knowledgeable store colleagues are on hand to help with any questions you may have.

    Alternatively you can contact our Customer Service team on 0800 328 4204 between 8.30am – 5pm Monday to Friday or you can e mail us at cservice@petsathome.co.uk

  • Why shouldn’t rabbits and guinea pigs live together?

    Although both species are very social and love company, rabbits and guinea pigs have differing nutritional needs. It is also possible for a rabbit kicking out in play to severely injure a guinea pig.

    For these reasons we will not sell a rabbit to live with a guinea pig or vice versa.

Tank Setup

  • Can I put coldwater fish in tropical tank or tropical fish in a coldwater tank?

    Coldwater fish are happiest and thrive when in a coldwater tank and tropical fish need their water to be maintained at a higher temperature than a coldwater tank in order to survive.

  • How many fish can I fit in my tank?

    We use general guidelines to determine how many fish are suitable for an aquarium.

    Coldwater fish: 0.5cm of fish per 1 litre of water

    Tropical fish: 1cm of fish per 1 litre of water

  • How often should I clean my tank?

    Maintaining the water quality is the most important factor in keeping fish healthy. Check the water regularly and every few weeks carry out a partial water change.

    This means siphoning 10 - 20% of the water out of the tank and replacing it with new water which has been de-chlorinated.

  • Is it essential to have a filter?

    Every aquarium needs some sort of filter system. There are several different types available, but they all perform a similar function.

    Quite simply, fish live in an enclosed environment, a filter therefore behaves like their life support system, it traps any large waste particles, breaks down invisible fish waste products, and usually aerates the water for them to breathe.

  • My fish don’t look well, what should I do?

    The treatment you need for your fish and tank will vary depending on the symptoms of your fish.

    Please contact your local store who will be able to advise on the best treatment for your fish once you have described the symptoms.

  • My tank is leaking what should I do with my fish?

    Ideally you need to transfer the fish and their water to another tank as soon as possible. If you do not have another tank immediately available transfer the fish and water to a suitably sized waterproof container and arrange to get them another tank with a filter system as soon as possible.

    The sooner the fish can be placed back in a filtered tank the better as this will reduce stress and illnesses from occurring.

  • Why do I need to wait 3 days to add fish to my new tank?

    It is important to wait at least 3 days with all the tank systems running before adding any fish in order for the environment to stabilise, to ensure the filter is running, the temperature is stable and the tank is decorated to your satisfaction.

    When you begin to add fish this must be done gradually over a number of weeks and not all at once so the filter can adjust to the increased waste products in the tank produced by the fish.

Returns

  • Do I have to pay to return my online order?

    A refund of your original delivery charge or return postage costs will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.

    Your order can also be returned to any Pets at Home store. See our Refunds Policy in our Terms & Conditions for more details.

  • How do I return items bought via the website?

    You can either:

    Complete the form on the rear of the delivery note including: order number, item ref and the reason for the return.

    Please include your delivery note with your return and post to:

    Pets at Home Ltd
    Southern Delivery Centre
    Swan Valley Way
    Swan Valley Industrial Estate
    Northampton
    NN4 9BA

    Or:

    Contact our Customer Service team on 0800 328 4204 between 8am and 8pm Monday to Friday or 9am – 5pm Saturday & Sunday. We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return.

    Or:

    Return the item(s) to any of our stores.

  • How long does a refund take to process?

    We will process a refund as soon as the goods are received back with us in the case of returns, or as soon as we have seen photographic evidence in instances where goods are not to be returned and in any event within 30 days of the day we confirm you are entitled to a refund.

    Refunds are normally processed by your Card issuing bank within 2 – 5 working days of us raising the refund but some banks require 30 days to process.

  • What is your refund procedure for online orders?

    If goods are being returned to us in accordance with the Refunds Policy in Terms and Conditions, we will action a refund upon receipt of the goods back into our warehouse.

    If goods are returned to one of our stores they will be able to action a refund (if applicable) at that time.

  • What is your replacement procedure for online orders?

    Please call our Customer Service team on 0800 328 4204 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can e mail us at cservice@petsathome.co.uk. Our Customer Service team will arrange the exchange for you.

    Online orders returned to our stores can be exchanged or refunded provided the store has stock available to complete the exchange.

  • What is your returns policy for online orders?

    We will be happy to refund a product, provided (in the case of any non-defective products) it is in fully re-saleable condition.

    Returns should be made within 365 days of receipt and in original, undamaged packaging.

    If any non-defective product returned is not in fully re-saleable condition or the packaging is damaged, we 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.

  • Will you refund my original delivery charge if I return goods?

    You can return items up to 28 days after receiving your order. Where the goods are not defective, we will process a refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of cancellation. In this case, we will refund the price of the product in full, including a refund of the original delivery charge but not the costs you incur in returning the item to us. click here for our full refunds policy.