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Frequently
Asked Questions

What is your query about?

Ordering

How To Order?

Making a order at ThePetFriends.co.uk is easy, just find the items you would like to order by our search bar or menu at the top of the page. Add the products to the basket and checkout!

Can I place an order over the phone?

We currently don’t offer this option, But if you require any help or assistance using our website please us one of the options on our contact page to get in touch.

Click Here to Contact Us

Why have I not received an order confirmation via email

After every order an email is sent out automatically to the email you provided when you checkout.

if you cant find your confirmation email have a look in your spam box.

No luck Contact us below.

Click here to contact us

Can I Change My order?

We process order as quickly as we can to ensure order are dispatched as quickly as possible, If you need to amend/change any order you will need to call us on 0161 943 5217 with your order number and we will aim to make any amendments.

Why has my order failed?

Our payment processor checks to ensure payment are safe, sometimes payments fail due to a error when entering details, we ask you to check to ensure the details are correct.

The payment may also fail if your billing address dose not match up with the details held by your bank.

Please contact us for any assitance

Click here to contact us

Delivery

How much is delivery?

We offer free delivery as standard when you spend £50 or more on items that weigh 31kg and under.

If you fall outside of that offer please visit out Delivery page for more information.

Please click here for more information 

Do i need to be in for my delivery?

We use many delivery partners to ensure we can offer the best prices. They may need you to sign for these deliverys, this is somthing you will need to take up with the delivery company.

How will my product be packed?

We use a mixure between bags and boxes, our bags are recyclable, we also use paper tape on our boxes. 

Sometimes we may reuse a box thats been provided from one of our suppliers, it may of been just to good to recycle!

When will my delivery arrive?

We aim to dispatch all order within 48 working hours, we aim to get all orders to you within 5 working days!

Can I track my order?

Yes, we’ll keep you informed via email of when your order is dispatched and you’ll get a tracking code which allows you to see where your parcel is. (unless Using Royal Mail Standard service) We’re also happy to help via telephone or email if you need additional information on your order.

Website

Site your website secure?

We use SSL (Secure Sockets Layer) Technology to encrypt data transferred between you and our servers.

Are all items listed on your website in stock?

All items listed on our site are in stock with us or in stock at the central warehouse.

Sometimes we make a mistake with our stock management and get stock levels wrong, If this happens we will email you within 1-2 working days of your order being placed if there are any issues regarding stock. 

If any items in your order are no longer available we will issue a refund straight away for the items that are no longer available and follow up with a email.

 

 

How do I keep update with offers, products and services?

Head down to the bottem of any page and entre your email in the box below keep up to date.

How do I get more information on a product?

we a more than happy to help you find out some more details on a item. Just send an email with the name and size of the item and what you would like to know to sales@thepetfriends.co.uk, We aim to respond within 24 hours

What payment methods do you offer?

We use Stripe to handle our payment processing, we accept most major credit & credit cards. Stripe is used on many well know websites to handle payments.

We also offer paypal Checkout, you will be diverted to the paypal to process your payment.

Returns

How do I return items bought from you?

If you need to return a item within 14 days of delivery please view our returns policy

How long does a refund take to process?

We will process a refund as soon as the goods are received back with us in the case of returns, or as soon as we have seen photographic evidence in instances where goods are not to be returned and in any event within 30 days of the day we confirm you are entitled to a refund.

Refunds are normally processed by your Card issuing bank within 2 – 5 working days of us raising the refund but some banks require 30 days to process.

What is your Refund Process?

To return a item you must contact us via email within 14 days of your delivery to obtain return authorisation number,we ask for your email to include your order number the item you wish to return and the reason for returning.

we recommend using a signed for service as we cannot accept any responsabilty for returns during the delivery stage.

We reccomend reading our returns policy before placing an order.

Can i return a item i have opened?

We are sorry but we cannot accept any item that has been open or used unless damaged or faulty.

My item Dose not fit can i return it?

You can return an item that dose not fit just follow our returns procedure

We cannot accept safety wear (ie: body protectors, helmets etc)

we also cannot accept any item that has sealed packaging.

Returns must be in a unused, re-sellable condition 

Still Need Help?