FAQs

Browse our website and add the products you wish to purchase to your basket.

When you're ready, select Checkout and follow the steps to enter your contact and delivery details, select your delivery method and complete your payment.

You can sign in to your Petplanet account during checkout, or continue without signing in.

Once your order has been successfully placed, we'll send an order confirmation to the email address provided.

We begin processing orders as quickly as possible after they are placed, so we cannot guarantee that an order can be amended once it has been submitted.

If you need to make a change, please contact our Customer Care team as soon as possible. 

If your order has already entered the dispatch process, we may be unable to make any changes. Where possible, we will advise you of the options available once your order has been delivered.

If you wish to cancel an order, please contact our Customer Care team as soon as possible. We will cancel and refund your order where possible if it has not already entered the dispatch process.

If your order is already being prepared for dispatch, we may be unable to stop it.

Where appropriate, we will advise you of the options available once the order has been delivered.

We accept major debit and credit cards, including Visa, Mastercard and American Express. 

Apple Pay and Google Pay are also available where supported by your device and browser.

Card payments are securely processed through Shopify Payments. Shopify is Level 1 PCI DSS compliant, meeting industry standards for the secure processing of payment card information. Petplanet does not store your full card details on our own systems.

Yes, all orders must be fully paid before dispatch.

Once your order has been dispatched, your shipping confirmation email will include a link to view and download your invoice / receipt.

As an online-only retailer, our warehouse is not open for customer collections. Unfortunately, this means we're unable to offer a collection service and all orders must be delivered using one of our available delivery services.

Once your order has been dispatched, we'll send you a shipping confirmation email containing your tracking information.

You can use the tracking link provided to follow the progress of your delivery and view any delivery options available from the courier.

If your order is being sent in more than one parcel, you may receive separate tracking information for each delivery.

Please contact our Customer Care team as soon as possible if you notice that the delivery address on your order is incorrect.

Once an order has entered the dispatch process, we may be unable to change the delivery address. Depending on the courier and the stage of the delivery, alternative delivery options may be available through the courier's tracking service.

Please always check your delivery details carefully before completing your order.

Depending on the courier and the stage of your delivery, you may be able to manage your delivery using the tracking link provided. Available options may include changing the delivery date, selecting a safe place, delivery to a neighbour or collection from a local pickup point.

Please check any delivery notifications you receive from the courier, as the options available will vary depending on the service being used.

If you have saved delivery preferences with a courier, these may be applied automatically to your delivery. Please ensure your preferences are up to date.

Some orders may be dispatched in more than one parcel. This can happen when products are being sent separately or dispatched directly from a manufacturer or supplier.

Parcels may arrive at different times and may be delivered by different couriers. Where applicable, you will receive separate tracking information for each delivery.

Please check your order confirmation and shipping emails for details of any items being delivered separately.

Please check the tracking information provided in your shipping confirmation email for the latest delivery update.

If the tracking shows that your parcel has been delivered but you can't locate it, please check any delivery photograph or location information provided by the courier, as well as any nominated safe place, household members or immediate neighbours.

If you're still unable to locate your parcel, or the tracking has not updated within the expected delivery timescale, please get in touch with our Customer Care team and we'll be happy to investigate.

For delivery timescales, charges and Regional Exception Areas, please see our Shipping Information page.

Repeat & Save is our subscription service, allowing you to schedule regular deliveries of eligible products while receiving a discount on the current selling price.

You can choose how often you'd like your products delivered and manage your subscription online.

For more information, please see our Repeat & Save page.

You can manage your Repeat & Save subscription through your online subscription portal.

Depending on your subscription, you can view upcoming orders and make changes such as adjusting your next order date or delivery frequency, skipping an upcoming order, pausing your subscription or cancelling it.

Some changes may not be available through the portal in certain circumstances. If you're unable to make the change you need, please get in touch with our Customer Care team and we'll be happy to help.

Please note: Updating your address in your main Petplanet account does not automatically update the delivery address on an existing Repeat & Save subscription. If you need to change the address for your subscription orders, please ensure this is updated separately through your subscription portal or contact our Customer Care team for assistance.

Yes. We'll send you a reminder email before your next Repeat & Save order is due to be processed. 

This will include details of your
upcoming order and give you an opportunity to review your subscription before the order is processed.

If you need to make any changes, please do so before the scheduled processing date shown in your reminder email.

Yes. Repeat & Save prices are based on the current selling price of the product at the time your order is processed, less the applicable Repeat & Save discount.

Product prices may change over time, so the amount charged for future subscription orders may be higher or lower than previous orders.

Your reminder email will show the price of your upcoming order before it is processed.

If an item in your Repeat & Save order is temporarily out of stock, your order may be delayed or rescheduled until stock becomes available.

Where appropriate, we may contact you to discuss alternative products or other available options.

If your order is rescheduled, the new date shown is the next scheduled processing date and is not a confirmed dispatch or delivery date.

If you wish to return an item, please contact our Customer Care team with your order number and details of the item you would like to return. We'll advise you of the appropriate next steps.

For full information about returns, including our returns address, please see our Returns & Refunds page.

Please contact our Customer Care team as soon as possible and let us know what's wrong with the item.

Where possible, please provide photographs showing the item, any damage or fault, and the packaging it arrived in. Please retain the item and packaging until we have advised you of the next steps.

Depending on the circumstances, we may arrange a replacement, refund or return/collection of the item.

Once a returned item has been received and processed, we will arrange any refund due to the original payment method used for the order.

Once your refund has been processed, it may take a few working days to appear in your account, depending on your bank or payment provider.

For further information, please see our Returns & Refunds page.

You'll find product information, including descriptions, sizes, ingredients and other relevant details, on the individual product page.

If you can't find the information you need, please get in touch with our Customer Care team and we'll be happy to help. If necessary, we'll contact the manufacturer or supplier for further information.

You can use the search function on our website to search by product name, brand or keyword.

If you still can't find the product you're looking for, please get in touch with our Customer Care team. We'll be happy to check whether the product is currently available from us or help you find a suitable alternative where possible.

To leave a review, open the product page and scroll down to the Customer Reviews section. Select Write a review, choose your rating and tell us about your experience with the product.

You don't need to be logged in to leave a review. You'll be asked to provide an email address and display name, and you can choose to post your review anonymously. You also have the option to add a photograph.

Once submitted, your review will be processed before appearing on our website.

The current availability of each product is shown on the product page as In Stock, Low Stock or Out of Stock.

In Stock – the product is currently available to order.

Low Stock – the product is currently available, but only limited stock remains.

Out of Stock – the product is temporarily unavailable to order.

Stock levels can change quickly and availability is not guaranteed until your order has been successfully placed.

Where possible, we will provide information on the product page if we know when further stock is expected.

If no restock information is shown, please get in touch with our Customer Care team and we'll be happy to check availability for you.

No, you do not need a prescription to purchase veterinary diet food from Petplanet.

Veterinary diets are formulated to support specific health conditions and nutritional needs. We recommend seeking advice from your vet before starting a veterinary diet to ensure it is suitable for your pet.

Enter your discount code in the Discount code field at checkout and select Apply. The discount will be shown in your order summary before you complete your purchase.

The expiry date and any applicable terms will be provided with your discount code, for example in the promotional email or communication in which you received it.

Discount codes must be used before the stated expiry date and cannot be applied once they have expired.

Whether discount codes can be used together depends on the terms of the individual promotion. If a discount code cannot be combined with another offer, this will be shown at checkout.

Please check that the code has been entered correctly and that any minimum spend, expiry date or other promotional conditions have been met.

If the code is still not working and you believe your order meets the promotion's requirements, please get in touch with our Customer Care team before completing your order and we'll be happy to check it for you.

Select Sign in on our website and enter the email address associated with your Petplanet account.

We'll send a single-use verification code to your email address. Enter this code when prompted to access your account.

You don't need a password to sign in. For security, each verification code can only be used once and is valid for a limited time.

Please check that you've entered the correct email address and check your junk or spam folder in case the email has been filtered there.

If you request more than one verification code, please use the most recent code received, as earlier codes may no longer be valid.

If you're still unable to access your account, please get in touch with our Customer Care team and we'll be happy to help.

Sign in to your Petplanet account and select Profile.

From here, you can update your profile information, add or manage saved delivery addresses and update your email marketing preferences.

Please note that changing a saved address in your account will not change the delivery address on an order that has already been placed or on an existing Repeat & Save subscription. Repeat & Save delivery details must be updated separately through your subscription portal.

We take the security of our website and your personal information seriously.

Our website uses secure, encrypted connections (HTTPS) to help protect information transmitted between your browser and our website.

Payments are processed securely through our payment providers, and Petplanet does not store your full card details on our own systems.