Question 1

Where is my order?

Accepted Answer

You can track your order using any of the options below:

If you're already signed in:Go to 'My Account' to view your order details and tracking information.

If you checked out as a guest or aren’t signed in:Use our order tracking tool and enter your order number and email address.

From the Support page:Head to the ‘Where is My Order’ section and simply enter your order number and email address to see the latest updates.

Question 2

What are my home delivery options?

Accepted Answer

We offer a number of services for home delivery:Standard Delivery
£5.95 on orders under £10£3.95 on orders between £10 - £39Free standard delivery over £40Standard delivery: Takes up to 2-3 days†; you'll receive tracking information in your order confirmation email.
Next Day DeliveryOrder by 8pm for next day delivery
£7.95 on orders under £10£5.95 on orders under £40£2.95 on orders over £40
Easy Repeat orders£3.95 standard delivery on orders under £25Free standard delivery on orders over £25Next Day Delivery £4.45
Delivery restrictionsWhile we deliver to most parts of the UK, there are postcodes with extended delivery time. Next Day delivery is not available.Postcodes with extended delivery times may take up to 4 or 5 days:
AB31-35, AB36-38, AB41-54, AB55-56All Northern Ireland postcodes (BT prefix)FK17-21, G83, GY9, HS1-9All Isle of Man postcodes (IM prefix)All Northern Highlands (IV prefix)KA27, KA28, KW0-14, KW15-17PA20-78, PH15-18, PH19-29, PH32-33, PH45-48, PH30-31, PH34-44, PH49-99TR21-25All Orkney / Shetland (ZE prefix).

Question 3

How long does Click & Collect take?

Accepted Answer

If your chosen items arein stock at your local store, you can use same‑day Click  Collect, with orders ready in as little as 1 hour.
If the items you want aren’t currently available in store, we’ll send them from our warehouse for collection to your chosen store. Delivery time can vary by location, but typically:
Delivery to store times

You’ll see the availability and estimated collection time clearly displayed on the product page, your basket, and at checkout, so you know what to expect before placing your order.
Once you’ve ordered, your order confirmation email will include your estimated collection date.

Stores with extended collection times
Some stores may take up to 5-6 working days to receive Click  Collect items due to their location. These include: Inverurie, Belfast, Bangor (NI), Lisburn, Newry, Newtownabbey, Ballymena, Londonderry, Coleraine, Craigavon, Enniskillen, Isle of Man, Inverness, Elgin, Wick, and Oban.

Question 4

How long do I have to collect my Click & Collect order?

Accepted Answer

We’ll keep your Click  Collect order in store for 10 days from the moment it’s ready to collect.If you’re unable to collect it within this time, your order will be cancelled and refunded automatically.

Question 5

Can I book a delivery slot?

Accepted Answer

We don’t currently offer the option to book a timed delivery slot.
For standard delivery orders, you’ll see your estimated delivery date during checkout. Once your order has been dispatched, our delivery partner will send you a delivery time window, so you’ll know when to expect your parcel.

Question 6

I would like to return my item for a refund, what do I need to do?

Accepted Answer

If you purchased your item for home delivery you can return your item via courier collection

Contact our Customer Service team via live chat which can be found on our website between 9am and 8pm Monday - Friday, and 9am - 5pm Saturday and Sunday.

This can all be arranged online with a customer service colleague

Exception: we regret that personalised products that are specially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.

A refund of the original delivery charge and the charges for returning the item to us will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.

Packing and sending your return

To ensure that your refund is processed as quickly as possible, please follow the procedures below.

Return the product in its original packaging.
Pack the product to avoid damage during returns transit.
Include your order confirmation email or your name, address, phone number, order number and whether you require a refund or a replacement.

If your item was purchased from store, simply pop into your local store with the item and your receipt and one of our colleagues in store will be able to help. For a full refund on a returned product, please ensure the item is in its original packaging.

Question 7

What is your return policy?

Accepted Answer

We want you to be happy with your purchase. If you change your mind, you can return it within 30 days with proof of purchase.
For in-store purchases:

Return it to any Pet Care Centre with proof of purchase.

For online orders:

Return it in-store or contact our Customer Care Team for assistance.

Items must be:

Inoriginal packaging and unused.
With alltags and security seals intact.

Own-brand food  treats:

If your pet doesn’t love it, you can return it for an exchange – even without a receipt!
Products must be at least half full to qualify

Returning items after 30 days?

If your item is in perfect fully saleable condition and you have proof of purchase, we may offer a refund.

This does not affect your statutory rights.

Question 8

When will I receive my refund?

Accepted Answer

Refunds are typically processed by your card-issuing bank within 3-5 working days after we initiate the refund.
If you paid via PayPal, it may take up to 24 hours to reflect in your PayPal account.

Question 9

My item has developed a fault within its twelve-month guarantee, what do I need to do?

Accepted Answer

If your item is faulty, we’re happy to offer an exchange, replacement, or refund.
To process this, we’ll need a proof of purchase.
Fastest option:

Visit any of our 457 stores for an immediate resolution.

Bought online  can’t visit a store?

Contact our Customer Care Team via live chat, and we’ll arrange a collection.

Question 10

How can I find my Pets Club membership number?

Accepted Answer

Your Pets Club membership number appears on your plastic or digital Pets Club card in the Pets at Home app. It's also included at the bottom of the emails we send to you. If you can't find your membership number, please contact our Customer Care team and we can help. Scroll to the bottom of these questions to see the different ways you can get in touch with us.

Question 11

What do I do if I’ve lost my Pets Club card?

Accepted Answer

Download the Pets at Home app and sign in using your Pets Club membership number, and you’ll see your digital Pets Club card. The digital card works the same as the plastic one – simply show it when you shop in store and we’ll scan it for you.

Question 12

Why have I not received many vouchers recently?

Accepted Answer

We don’t want you and your pet to miss any vouchers we send your way, so our three top tips are:

1. Always scan your Pets Club card when you shop with us or use our vets or Pets Grooming. If you’re shopping online, you just need to sign in before checking out so we know it’s you.
2. Make sure you've opted in to receive communications from us. You can do this by logging into your account on the Pets at Home.
3. Download the free Pets app and sign in. By doing this, you’ll be able to quickly and easily get your paws on all the vouchers we send to you

As well as vouchers, you get more benefits as a Pets Club member, including a free quarterly magazine, tailored expert advice and a donation to your favourite animal charity every time you shop.

Question 13

Why are the vouchers I'm receiving not relevant to my pet type?

Accepted Answer

We hand-pick vouchers for you based on what pets you've told us you have, so it's important you keep your pet's details up to date. You can do this in the app or online here: www.petsathome.com/myaccount. We'll also send you vouchers based on what you've bought from us. If you think there's a problem with the vouchers you're receiving, please contact our Customer Care team. Scroll to the bottom of these questions to see the different ways you can get in touch with us.

Question 14

How do I amend my Health Plan subscription?

Accepted Answer

Pet WeightIt’s important to keep your pet’s weight up to date so we can make sure their treatments stay accurate and effective.You can update your pet’s weight anytime by logging into your Pets Club account and heading to the 'My Subscriptions' section. If your pet needs a different treatment based on their updated weight, you can make those changes directly within your account too.
Delivery Details• In the app: Go to the ‘My Subscriptions’ tab• On the website: Select ‘my Account’, then choose ‘My Subscription Plans’
Once you’re on your Health Plan page, you can update your delivery address or review your plan details.Please note:If your most recent order has already been generated, we’re unable to update the delivery address for that specific order.

Question 15

How do I make changes to my Easy Repeat plan?

Accepted Answer

To view and manage your Easy Repeat plan you will need to login to your Pets Club app or website on a desktop computer. 
Click My Account
On the app navigate to the ‘Easy Repeat’ tab, on the website go to ‘my account’ and then select ‘My subscription plans’.

Once you are into your Easy Repeat page, you can see when your next order is due to be delivered and which products it will contain. You can also make changes to your Easy Repeat on this page.

You can make the following changes from here:
• Frequency the orders will arrive. We have frequency options available from 2 - 12 weeks. You can change the frequency of individual products if you have multiple products on the same plan, or the plan as a whole.
• Delivery address.
• Delivery method, you can choose to have your order delivered to your local store for collection if you prefer.
• Removal of products from your Easy Repeat plan.

If your most recent order has already generated, we are unable to amend the products, skip the delivery or cancel the order.

Question 16

How do I remove my pet and cancel my subscription?

Accepted Answer

You can cancel your health plan subscription at any time through the Pets Club app.
• Log into the Pets at Home app or website on a desktop computer.
• Choose 'My petcare plans' and find the plan you would like to cancel.
• Select 'Manage plan' and from there you will be able to cancel your plan by choosing 'More options'.
Click My Account
We understand that you may need to remove individual pets or treatments from your plan.• Log into the Pets at Home app or website on a desktop computer.
• Head to 'My subscriptions'
• Here you can remove individual products and pets from your plan.

To remove a pet profile, log in to your account and choose 'My pet details.' From there you can view, edit, add or remove pets associated with your account. If your pet has a Health Plan you will need to cancel the plan first before removing the profile from your account.

Question 17

How do I cancel my Easy Repeat plan?

Accepted Answer

To cancel an Easy Repeat plan, follow the below steps:
• Log into the Pets at Home app or website on desktop computer.
• Go to ‘my account’ and select ‘My subscription plans’. 
• To cancel one product from a plan with multiple products, locate the product you want to cancel and click ‘Cancel Item’
• To cancel the Easy Repeat plan entirely, click ‘X Cancel’ located at the top of the page.

Once payment has been taken for an Easy Repeat order and the order has generated, we are unable to cancel the order. A return will need to be arranged for this delivery if it is unwanted.
Please be aware that once your Easy Repeat plan has been cancelled we are unable to reinstate that plan, a new plan would need to be set up.

Question 18

Health Plan Changes for Northern Ireland Customers

Accepted Answer

From 1 January 2026, new rules affect the import of veterinary medicines from Great Britain to Northern Ireland. As a result, we can no longer supply some flea, tick, and worming products to customers in Northern Ireland. We’re truly sorry for any inconvenience this may cause. You’ll still find a wide range of treatments in our Pet Care Centre’s, and registered clients and their pets can access treatments through our veterinary practice.
What if I have Health Plan Subscription and I am in Northern Ireland? 
Any existing Health Plans will be cancelled from 1st January 2026. All Northern Ireland customers with an active Health Plan will receive an email confirming that their plan is being cancelled.
Why can’t I purchase certain flea, tick and worm products on the website?
From 1 January 2026, new rules on importing veterinary medicines from Great Britain to Northern Ireland mean we can no longer ship these products to Northern Ireland.
What if my pet requires flea, tick or worm treatment? 
You’ll still find a wide range of treatments in our Pet Care Centre’s, and registered clients and their pets can access treatments through our veterinary practices.
For guidance, please go to your local Pet Care Centre.

Question 19

I cannot access my account, what do I need to do?

Accepted Answer

The best thing to do is to go through the "Forgot password" link to receive a verification code. Check both your inbox and junk/spam folders to find the code. You can change your password using the following security rules:
- Minimum of 10 characters- Both uppercase and lowercase letters- Include numbers in the password

Question 20

My voucher code will not work, what do I need to do?

Accepted Answer

To check whether your discount code is working, try the following:

Make sure the code has been entered exactly as shown
Confirm that the items in your basket qualify for the promotion
Check whether a minimum order value applies and that you’ve met it
Ensure the code hasn’t been used before, as most codes can only be redeemed once
Verify that the code hasn’t expired

If everything looks correct and the code still isn’t applying, please get in touch with us and we’ll be happy to help.

Question 21

I have not received my order confirmation, has my order gone through?

Accepted Answer

If you have received an order email from us then your order has gone through − this will be sent within 15 minutes. If you have not received an email then you can check in your account to see if the order

If you have not received an email and do not have a Pets at Home account please contact customer service using the contact details at the bottom of this page. Please have the email address used to place the order to hand.

Question 22

How do I update my app to the latest version?

Accepted Answer

If you normally update apps manually, search 'Pets at Home' in your app store. Tap 'Update' when the Pets at Home app upgrade is available. If your updates are automatic, the app will update when its ready.

Question 23

My pet does not seem well, what should I do?

Accepted Answer

If you are concerned about your pet's health or welfare, please contact your local vet.

Question 24

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

Accepted Answer

Please visit our trained pet care advisors in store who are always on hand for general pet care advice, tips and tricks. If you are concerned about your pet's health or welfare, we recommend speaking to your local vet.

Question 25

How old do I need to be to purchase a pet from Pets at Home?

Accepted Answer

We only sell or rehome pets to people over 18 years of age. Proof of age is required.

Question 26

How often should I clean out my new pet?

Accepted Answer

It depends on the number of pets kept in one cage. As a general rule, soiled bedding or shavings should be removed daily with a deep, thorough clean performed weekly. Talk to our trained pet care advisors in store who are always on hand to help.

Question 27

Why can not rabbits and guinea pigs live together?

Accepted Answer

Rabbits and guinea pigs are very different animals with very different needs. Their diets, space and exercise requirements all vary, which can sometimes result in sickness or injury. Talk to our trained pet care advisors in store who are always on hand to help.

Question 28

Where can I find more pet advice?

Accepted Answer

Take a look at our latest pet advice articles
www.petsathome.co.uk/pet-advice

Question 29

Can I place an order over the phone?

Accepted Answer

We don't provide phone order placement, but you can place orders in-store or online.

Question 30

How do I find my local store?

Accepted Answer

Click here to use our pet care centre locator, enter your town or post code, and the map will update to show you your nearest stores.

Question 31

How can customers with an impairment, illness or disability contact customer services?

Accepted Answer

For direct assistance from our customer service advisors, please use the BT 195 support to connect with our team who will be happy to help.

Question 32

How do I find out my local stores opening hours?

Accepted Answer

Click here to use our pet care centre locator, enter your town or post code, and the map will update to show you your nearest stores. You can select the store details option for more information, including opening hours.

Question 33

How do I find my local Groom Room?

Accepted Answer

Go to our PetCare Centre finder here and enter your town or post code, and the map will update to show you your nearest grooming salons.

Question 34

I need help with a Petplan policy that has a reference starting with 'PHNB'

Accepted Answer

Petplan have a dedicated self-service page to assist and help you manage your claim or policy. Click the link below to visit My Petplan
Visit my Petplan
Can't find what you're looking for?Contact Petplan® on 0344 209 0786.A friendly advisor will be happy to answer your questions.

Question 35

I need help with a Petplan policy that has a reference starting with 'PHMG'

Accepted Answer

Make a claimClaims formsTo submit a claim, just complete the required claim form below and send direct to us at Pets at Home pet insurance.

Vet Fees claim form
Death of a Pet claim form
Loss by Theft or Straying, Advertising and Reward claim form
Boarding Fees claim form
Holiday Cancellation claim form
Pet Travel Insurance claim form
Pre-Authorisation claim form

How does the claims process work?
Step 1Download the claim form.Step 2Fill out your form, completing all sections (try not to miss any details out as this can cause delays in processing claims). Make sure that if the form requires your vet, boarding kennel or other authority to complete a section, you ask them to do so before sending this over to us. If you are unsure, don’t hesitate to give our dedicated team a call on0344 209 0786.Step 3Send your form along with all the relevant information required to the address below.Claims address:Pets at Home Pet InsurancePO Box 223, Huddersfield, HD8 1FRStep 4When we receive your completed claim form, we will process your claim as quickly as possible.

Discuss my policy or retrieve my documentationIf you would like to discuss anything about your policy or retrieve your documentation, then please speak directly to our friendly team who will be able to help you 0344 209 0786.

View policy wordingTo take a look at your policy wording, simply download the appropriate document below for your policy.

Classic  Classic Plus Dog  Cat Insurance
Premier  Premier Plus Dog  Cat Insurance
Premier Rabbit Insurance

Can't find what you're looking for?Contact Petplan® on 0344 209 0786.A friendly advisor will be happy to answer your questions.

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