Delivery Information

We offer Free Shipping on all our orders to the GB mainland, and most orders across the UK.   

Delivery Range

We deliver anywhere in the UK (United Kingdom).

Please Note: There may be additional charges for the 'offshore domestic regions' and ‘Scottish Highlands’: Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland. These extra costs will be clearly displayed at checkout.

We do not currently offer international shipping via our online store, but may be able to arrange it on request. If your address is outside of the UK, please contact us for a delivery quote, either by email support@petsownus.co.uk or by WhatsApp. 

Order Processing Time

Processing Time: Orders are processed within 4 hours, Monday to Friday.

Last Order Time: 15h00 (GMT)

Orders placed after 15h00 will be processed the next business day.

Weekend Orders: Orders placed on weekends are processed the next business day.

Delivery Time

Estimated Delivery Times: Our delivery times vary depending on the product and supplier. Please review each product page for accurate fulfilment timeframes. Some items offer next-day delivery, whereas some can take up to 10 days to arrive. 

Business Days: Deliveries occur Monday to Friday, and occasionally on Saturdays.

Please Note: Delivery times are estimates and may vary due to external factors such as weather conditions and transportation issues.

Delivering Your Order

We are dedicated to offering a fast, secure, and dependable delivery service for all our products. We will choose the most suitable delivery method and carrier for each item on our website. Please note that selecting a specific carrier for delivery is not currently an option. 

All orders will be delivered using the fastest, safest, and most reliable methods. Once we process your payment, we dispatch your items within the delivery time frame stated on the product page. Then, we send you a dispatch notification after your item/s have left the warehouse. 

Tracking Deliveries

Tracking Information: After your item is dispatched, you will receive an email with tracking information, including the name of the shipping company and the tracking number. If you have not received this information, please check your spam folder or contact us via email support@petsownus.co.uk or by WhatsApp.

Partial Delivery

If you have ordered multiple items, especially across different brands or product ranges, these may be delivered in separate packages and on separate days.

If you have not received your full delivery as expected please contact us either by email support@petsownus.co.uk or by WhatsApp.

If you are missing parts of your item, please contact us.

Delays to your order

Whilst we take full responsibility for any delays or issues with your order, issues with couriers and delivery companies are often out of our control. If there are any issues with your delivery, for example if the tracking details have not updated within the last 6 calendar days, please contact us either by email support@petsownus.co.uk or by WhatsApp. 

Lost items; items delivered to the wrong place

If your item has been lost in transit, or has been delivered to the wrong place by our courier, we will do all we can to find a resolution. 

We will take responsibility for the failure of our courier to deliver an item to the correct location. If an item has been lost or stolen, we will investigate with the courier (and, if necessary, the police) to try to locate the item. If the item has still not been located within 14 working days from the expected date of delivery, we will offer to replace the item at no additional charge.

We may also request customers wait 1-2 days before investigating, particularly in cases where the courier has provided photographic evidence of delivery, and/or the item may have been delivered to a neighbour.

We would advise all our customers, where possible, to have a nominated safe space or clearly displayed delivery information at their property when the item is being delivered to a shared or public location. 

Report Damage or Defect

We know how frustrating a damaged or defective item can be. If your item is damaged or defective, we will be sure to get a resolution for you and ask that you report any issues within 30 days of the delivery date. To ensure we make your order right, we may require a photo(s) of the damage and/or for the original item to be returned when providing a resolution.

For damaged or defective items please contact us at:

By email: support@petsownus.co.uk

By visiting this page on our website

By WhatsApp

You can also view our Returns Policy here

Contact Us

If you can't find the answer to your question, you can always contact us:

Website Name: Pets Own Us

Company Name: AP Acquisitions Limited

Company Number: 15955762 

Address: 128 City Road, London, EC1V 2NX

Email: support@petsownus.co.uk

WhatsApp

Customer Service Opening Hours:

Monday - Friday: 09h00-17h00

Saturday - Sunday: Closed

We will respond to your request within 24 hours.

 

Please Note: Our office address is for mailing only, do not send returns back to this address, we will provide you with a return address once your return has been approved.