FAQs

Got Questions? We’ve Got Answers!

Orders & Shopping

Can I place orders over the phone?

To keep your personal details completely safe and secure, we are unable to accept orders or take payment details over the phone.

All orders must be placed securely through our website. Our online checkout uses advanced encryption to protect your payment information, ensuring a fast, easy, and safe shopping experience for you and your pets!

If you're having any trouble placing an order online, our friendly team is more than happy to guide you through the website steps over the phone on 01492 542662.

What hours are the website customer service department available?

Our website and head office customer service team is available Monday to Friday, 8:30 AM to 5:00 PM.

If you reach out outside of these hours, feel free to send us an email or leave a message, and our team will get back to you as soon as we're back in the office!

hello@petplace.co.uk

01492 542662

(Note: Our retail stores operate on separate opening hours. If you need help with a Click & Collect order or local store query, please check our Store Finder page for your local branch's opening times.)

Are the online prices the same as those in your stores?

Generally, yes! We work hard to keep our everyday prices consistent across both our website and our retail stores.

However, because we run different promotions online and in-store, prices and deals can occasionally vary:

  • Exclusive Online Deals: Services like Subscribe & Save are exclusively available on our website, offering recurring discounts that stores cannot replicate. We also run web-only promotions from time to time.
  • In-Store Offers: Our retail stores occasionally run in-store offers, special event discounts, or store-only multi-buys that may not appear online.

If you ever have a question about a specific price difference, feel free to pop into your local store or get in touch with our web team!

Do you need an account to place an order with us?

No, you don't! You are more than welcome to check out as a guest for a quick and easy purchase.

However, we do recommend creating a free Petplace account. Having an account makes shopping for your pets even easier.

  • Track your orders in real time from dispatch to delivery.
  • Save your details for faster, hassle-free checkout next time.
  • View order history to easily reorder your pet's favourite foods and treats.
  • Access exclusive perks, like setting up Subscribe & Save on essential items!
What methods can I use to pay for my products?

We accept a wide range of secure payment options to make checking out as quick and convenient as possible:

  • Credit & Debit Cards: Visa, Mastercard, and Maestro.
  • Digital Wallets: Apple Pay and Google Pay for fast, one-touch checkout on mobile devices.
  • Online Payments: PayPal.
  • Flexible Payments: Klarna (allowing you to buy now and pay later or split payments over time).

All transactions are encrypted and processed through industry-leading payment gateways to ensure your card details are kept completely safe.

Is the checkout and payment system secure?

Yes, 100%. Protecting your personal and payment details is our top priority.

Our website uses industry-standard SSL (Secure Sockets Layer) encryption to protect all data sent through our checkout. This means your payment details, address, and personal information are fully encrypted and cannot be intercepted or read by third parties.

Additionally:

  • PCI-DSS Compliant: We process all payments using trusted, fully compliant payment gateways (like DPD-integrated checkout systems, PayPal, and Klarna).
  • No Stored Card Data: We never store your sensitive credit or debit card numbers on our servers.

You can shop with total confidence knowing your checkout experience is safe, fast, and protected!

Delivery & Shipping

When will I receive my order?

Once your order leaves our warehouse, delivery is usually within 2 working days.

We partner with DPD for fast, reliable delivery. Here is how it works:

  • Dispatch Confirmation: As soon as your order is on its way, we will send you an email with your DPD tracking link.
  • Live Tracking & 1-Hour Window: DPD will keep you updated via text and email. Tip: Make sure to add your mobile number at checkout so DPD can send you a 1-hour delivery window on the day!
  • Estimated Dispatch: Most orders are processed and handed over to DPD within 24 hours of being placed (Monday to Friday).

If your parcel hasn't arrived after 2 to 3 days of placing your order, please give our web team a call on 01492 542662 and we'll be happy to track it down for you!

How much does delivery cost?

Our standard UK delivery rates are based on order weight and value:

  • Standard Orders (Up to 2kg): £4.99
  • Larger Orders (2kg or over): £7.99
  • Orders £45 or Over: FREE Delivery (Mainland UK only)

Note for Highlands & Islands: Deliveries to postcodes in the Scottish Highlands and Islands are charged at a flat rate of £18.99 per 28kg, and free delivery over £45 does not apply to these locations.

What delivery service do you use to ship orders?

We ship all standard mainland UK orders using DPD, one of the UK's most trusted couriers.

Using DPD allows us to offer a fast, reliable, and trackable service:

  • Live Tracking Updates: DPD will send tracking information via email and SMS as soon as your parcel is dispatched.
  • 1-Hour Delivery Window: If you provide your mobile number at checkout, DPD will message you on the morning of delivery with a precise 1-hour time slot.
  • Not Going to be in?: Need to change your delivery? You can use the DPD app or tracking link to leave delivery instructions, request a safe place, or rearrange the delivery date.
Do you ship international orders?

Currently, we only deliver to addresses within the UK mainland, Scottish Highlands, and Scottish Islands. We do not offer international shipping or delivery to BFPO addresses, Channel Islands, Isles of Scilly, Northern Ireland, or the Republic of Ireland.

Can I have my order delivered to my work address instead of my home address?

Yes, absolutely! You can choose to have your order delivered to your work address, a neighbour, or any alternative UK shipping address during checkout.

When placing your order:

  • Shipping Address: Simply enter your work details in the shipping address section.
  • Company Name: Be sure to include the business/company name and department (if applicable) so the courier can easily locate you.
  • Billing Address: Ensure your billing address matches the address registered to your payment card to prevent any security delays.

Since our orders are shipped with DPD, you can also use the tracking link sent via email/SMS to update your delivery preferences or nominate a safe place once your parcel is on its way!