Where is my order?
After you have placed your order online, we will send you an order confirmation email with the subject line 'Pets at Home order confirmation'. In the body of this email you will find information about when your products will be delivered.
If you haven't received this email within 24 hours of placing your order or your products have not been delivered within the timescale stated in the email, then please send our Customer Service team an email using our online form or telephone us on 0800 328 4204 between 8am and 8pm Monday - Friday, and 9am - 5pm Saturday and Sunday.
If your order hasn't arrived, firstly, view your order online. Click here to sign into Your Orders. If your order has been dispatched and has not arrived within the expected time period, please click here to email our Customer Services team or call us on 0800 328 4204 between 8am and 8pm Monday - Friday, and 9am - 5pm Saturday and Sunday.
Delivery charges and options
Individual products may be despatched from more than one location and therefore arrive separately but delivery will only be charged once.
Delivery ServiceStandard Delivery |
Order Weightup to 32kg |
Price£4.95 |
DetailsWe aim to deliver within 4-6 working days. |
Next Working Day Delivery |
£7.95 |
Orders must be placed by 4pm previous working day. |
From time to time we may have to suspend the availability of all options other than Standard Delivery.
Additional Charges
Items weighing 25kg or more |
£29.95 |
Charge per order. Standard delivery up to 6 working days. No next day delivery available. |
*FREE Standard Delivery on orders over £29
FREE Standard Delivery on orders over £29 ends 9am 31.05.13. Offer applies to Standard Delivery to one UK mainland address. Offer excludes items delivered on a Two Man Delivery Service. Offer does not apply to any purchase of personalised gifts made through www.personalisation.petsathome.com. The discount will automatically be applied at the checkout. We aim to deliver orders placed on Standard Delivery within 4-6 working days. Items delivered direct from our suppliers will take up to the time stated in the product details..
Remote/rural postcodes
Only Standard Delivery, taking up to 4-6 working days, is available to these postcode ranges.
You can reserve online and collect in store using our 'click and collect' service. Click here for more information.
Aberdeen - Buckie |
AB 10 - AB56 |
UK Offshore Postcodes
Only Standard Delivery, taking up to 8 working days, is available to these postcode ranges.
You can reserve online and collect in store using our 'click and collect' service. Click here for more information.
Western Isles |
HS1 - HS9; |
Delivery Coverage
We currently deliver to the UK mainland, Northern Ireland and UK offshore island addresses. We do not deliver to the following UK postcode ranges:
- Guernsey GY1 - GY9;
- Jersey JE1 - JE4;
- Isles of Scilly TR21 - TR25;
- Gibraltar GX11 1AA
We may restrict other postcodes at our discretion.
Carriers used for order delivery
We currently use the following carriers to deliver your orders: Royal Mail and Parcelforce. In addition, some of the items we sell are despatched directly from the manufacturer. These items will be delivered separately by the manufacturer's own couriers.
Deliveries to multiple addresses
Unfortunately we do not currently support multiple delivery addresses per order.
What if only part of your order has arrived?
If you have ordered more than one item on your order, please bear in mind that products may be sent out from multiple locations and therefore may arrive separately. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, click here to email our Customer Services team or call us on 0800 328 4204 between 8am and 8pm Monday - Friday, and 9am - 5pm Saturday and Sunday.
What if you're not in when we deliver?
Deliveries will usually be made on weekdays (Monday to Friday) between 8am and 6pm. If you or the intended recipient are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.
Collecting your order in store
You can reserve online and collect in store using our ‘Click & Collect’ service. Click here for more information.
International deliveries & BFPO
We cannot deliver outside the UK (with the exception of BFPO addresses). We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box.
We now accept orders to be shipped to BFPOs.
In order to ensure that the parcel reaches the intended recipient, please see below for guidelines from the Ministry of Defence relating to parcels requesting shipment to the Armed Forces.
Setting the delivery address for your order:
To ensure your parcel is addressed correctly please follow this guide for the fields to use:
| Name: | Service Number, Rank |
| Last Name: | Name |
| Address Line 1: | Company |
| Post Code: | BFPO ### (eg. BFPO 123 – Find address will not function for BFPO numbers) |
| Town/City: | Regiment |
| Country: | United Kingdom (Do not include the destination country in the address. BFPO numbers are similar to a UK postcode whereby the sortation software simply reads the BFPO number and sorts to the appropriate location) |
| Phone Number: | Enter a contact number, either your own or recipient |
Please do not send items to unnamed individuals i.e. 'To a soldier on the front line' as these will not be accepted by the MOD.
HM Forces Parcel size and weight limits
All BFPOs (with the exception of HM Ships, Op HERRICK and Op KIPION):
Maximum Weight: 25kg per parcel
Maximum Size: 1.05 mtrs Length, 2.00 mtrs Length and Girth combined
HM Ships (BFPOs 200 to 499)
Maximum Weight: 11kg per parcel
Maximum Size : 1.05 mtrs Length, 2.00 mtrs Length and Girth combined
Op HERRICK, Op KIPION and HM Ships in Support:
No parcel service available.
Tracking available from collection up to point of departure from the UK (none overseas for security reasons)
No delivery speed guarantee is available as time will depend on exact stationing of unit.