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 0845 602 5630 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 0845 602 5630 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 Next Working Day |
Order Weight<1.8kg <2kg |
Price£2.95 £4.95 |
DetailsWe aim to deliver within 4 working days. Orders must be placed by 2pm 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 |
£9.00 |
Charge per order. Standard delivery up to 6 working days. No next day delivery available. |
*FREE standard delivery on orders over £49
FREE standard delivery on orders over £49 offer ends 9am 29.01.10. 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 Pets at Home affiliates Your Design, Photobloc or the House Nameplate Company. 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.
Please note, the remote/rural supplementary charge will still apply, for example an order costing over £49 delivered to a UK offshore postcode would still be charged the £10 supplementary charge. Our standard free delivery threshold is £50.
Remote/rural postcodes
Only standard delivery, taking up to 4 working days, is available to these postcode ranges.
Aberdeen - Buckie |
AB 10 - AB56 |
UK Offshore Postcodes
Only standard delivery, taking up to 8 working days, is available to these postcode ranges.
An additional £10 supplement will apply to cover the increased cost of delivery.
Western Isles |
HS1 - HS9; |
Delivery Coverage
We currently deliver to the UK mainland, Northern Ireland and UK offshore island addresses. We do not permit delivery to the following UK & BFPO postcode ranges:
- Guernsey GY1 - GY9;
- Jersey JE1 - JE4;
- Isles of Scilly TR21 - TR25;
- BFPO1 - BFPO999
Carriers used for order delivery
We currently use the following carriers to deliver your orders: Royal Mail and Home Delivery Network. 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 0845 602 5630 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
Currently it's not possible for you to order from the Website and pick up from your nearest store. Neither is it possible to reserve in store by "call and collect."
International deliveries
We cannot deliver outside the UK, including 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.