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Ordering
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.
Delivery
We currently do not offer timed delivery slots. If you ordered from us on our standard delivery service your order will arrive within 4 working days* except for orders sent out on our 2 man delivery service which will arrive within 6 working days. Deliveries are made between 8am – 6pm Monday to Friday excluding Bank Holidays
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.
If you ordered on standard delivery your order will arrive within 4 working days* except for orders sent out on our 2 man delivery service which will arrive within 6 working days. Deliveries are made between 8am – 6pm Monday to Friday excluding Bank Holidays
Please call our Customer Service team on 0845 602 5630 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can e mail us at cservice@petsathome.co.uk or return the product to your local store with your delivery note.
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 4 working days we state for delivery on orders that have been shipped via Parcelforce (6 working days in the case of 2 man heavy goods which are shipped via Home Delivery Network) 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 e mail us at cservice@petsathome.co.uk Orders weighing less than 2kg will be sent 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.
Please call our Customer Service team on 0845 602 5630 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can e mail us at cservice@petsathome.co.uk
For single items weighing 32kg and over we ship using a 2 man delivery service. This service takes up to 6 working days. You will be telephoned by our courier, Parcelforce, within the 6 working days to arrange a suitable delivery day. We ship heavy items this way to ensure they do not get damaged in transit and for the health and safety of our drivers.
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. Express delivery orders will be dispatched same day to ensure they reach the customer on the next working day.
Once your order is sent out from our warehouse, please allow 12 hours for the tracking number to have been logged in our couriers tracking system.
Orders weighing less than 2kg will be delivered via Royal Mail. Orders weighing over 2kg will be delivered via Parcelforce. 2 man heavy goods will be delivered via Home Delivery Network* *With the exception of direct from supplier items which will be sent via the suppliers chosen carriers.
We currently do not offer a text or call service on standard delivery or express delivery orders. However, if your order is being shipped via our 2 man service you will be called to arrange delivery of your order.
Website
You can find specific product information on each products page under the heading description. If the particular information you require is not present here please call our Customer Service team on 0845 602 5630 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.
If you are already signed up with us and opted out of our mailing list when you created your account you can change your preferences to receive our Newsletters and promotions. To do this please select My Account and then Personal information, you can then tick to receive our newsletters in either HTML or plain text format. If you are new to Pets at Home we will ask you as you sign up if you wish to receive our newsletter, leave this box ticked and you will be added to our mailing list. Alternatively you may subscribe by entering our regular competitions featured on the homepage of our website.
You need to have cookies activated on your computer in order to make a purchase through our website. Please check to ensure they are enabled, if they are and you still cannot see your basket call our Customer Service team on 0845 602 5630 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can e mail us at cservice@petsathome.co.uk
Please click here to be redirected to our privacy policy:
Please access your personal information under My Account and check that you have ticked to sign up to our newsletters. If you have and you are still not receiving our newsletters please call our Customer Service team on 0845 602 5630 between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday. Alternatively you can e mail us at cservice@petsathome.co.uk
We receive deliveries into our warehouse 4 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.
We are currently reviewing our website range and looking to considerably increase what we sell online in the near future. In the mean time we have our most popular products from store on the website alongside some great online exclusives.
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 to you and us. Please ensure you follow this step for your payment and order to be accepted.
How is my discount calculated?Our discounts are shown during the checkout process. When ordering a number of products with different types of discounts, this can sometimes look confusing in your basket. Below are examples of how the discounts appear and how they are calculated.
Store
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 also have a veterinary surgery or grooming salon in store.
Please visit our store locator section here and input your town or postcode. Please call the store to check stock prior to travelling.
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.
Only our New Malden store offers a home delivery service at present. Please contact them directly on 02089 446888 for details.
We are currently unable to process telephone orders. Purchases can be made by either visiting your local store or via our website.
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.
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.
We offer a 100% satisfaction guarantee on all own brand products. 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.
We offer a 100% satisfaction guarantee on all own brand products. 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.
We offer a 100% satisfaction guarantee on all own brand products. 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.
We accept cash or card payments in store. The following credit and debit cards are accepted: We are unable to accept cheques as payment.
Please see a copy of our commitment to reducing waste and helping the environment here
Please visit our store locator section here and input your town or postcode. Your closest stores will then appear.
Pets
You should clean your pet out at least once week. A weekly clean out not only provides a warm, hygienic and safe environment for your pet but also the ideal opportunity to bond with them and check them over.
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.
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.
We stock a wide variety a diets in Pets at Home to suit all ages, breeds and budgets. Please speak to one of our friendly, knowledgeable colleagues in store or click here for advice on how to make the most nutritious choice for your pet:
Our friendly, knowledgeable store colleagues are on hand to help with any questions you may have. Alternatively you can contact us on 0800 328 4204 between 8.30am – 5pm Monday to Friday or you can e mail us at cservice@petsathome.co.uk
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
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.
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
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.
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 their own toilet and a filter therefore behaves like their life support system, trapping any large waste particles and ensuring the water is kept clean for them to breathe.
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.
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.
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 and the tank to be at its optimum for supporting aquatic life. 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 ammonia in the tank produced by the fish.
Returns
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.
You can either: Complete the form on the rear of the delivery note including: order number, item ref and the reason for the return. Or:
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. 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.
If goods are being returned to us 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 at that time.
We are currently unable to replace or exchange online orders. All online returns are therefore refunded upon receipt back into our warehouse. Online orders returned to our stores can be exchanged or refunded provided the store has stock available to complete the exchange.
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 a reasonable time (usually 28 days) 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.
We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted. |
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PETS AT HOME LTD - Company No. 01822577 - Registered in England and Wales