Skip to content

Frequently Asked Questions


How do I place an order?

Once you're done adding items to your shopping cart, you can navigate to the top right corner of the screen and click the "Shopping Cart" button where you will be presented with a summary of the items you've added to your cart. Once you have confirmed that these items are correct you can press the "Checkout" button to proceed to the next page where you can finalize your order.

On our checkout page you must enter your customer information, such as your email address, first and last names, and your delivery information. You will then need to choose between making a payment via your credit or debit card and PayPal. Once the checkout form is complete, simply click the button to purchase and your order will begin processing.

Can I place an order over the phone?

Unfortunately, we are not able to take orders over the phone. PetsBuy is an online only retailer and all orders are processed through our website.

Do I need to create an account before I order?

No. PetsBuy doesn't require you create an account or login anywhere. Simply add your selected items to your shopping cart and fill in your shipping and billing information to complete your order.

What payment methods can I use?

You can pay through your order using Visa, MasterCard, American Express, Discover, JCB, Diners Club or Union Pay. We also support checkout through PayPal.

I placed an order more than one hour ago and have not received my confirmation?

Once your order has been processed you should receive an email from confirming your order and assigning you an order reference number.

If you have not received an email from us please check your spam/junk inbox as it may have been filtered incorrectly by your email provider. If you are still unable to find an email from us then it is probable there is a spelling mistake in the email address given to us which has made it undeliverable. If you suspect this could be the case then please contact us to make sure your order was successfully placed and is being processed.

I just placed an order. When will it be shipped out?

Your order will begin processing immediately after placing an order on our website. We will usually then ship out the order on the next working day and you should receive a shipping confirmation by email.

Can I cancel or amend my order details or delivery address after I have placed it?

Please be advised that in an effort to process orders as quickly as possible we cannot make any guarantees on our ability to edit or cancel orders once an order has been placed on our site. 

However, there is usually a short window of time whereby we are able to edit or cancel an order after the order has been placed. You can email our support team on and they will be happy to assist you wherever possible.

If we are unable to cancel your order then you may return unwanted items for a refund. Please contact our support team prior to returning items to us so they can issue return instructions as any packages returned to sender, or not sent to a designated return address risks substantial delays in processing or at worst not being received at all.


When will I receive my order?

Once your order has been shipped out you will receive an automated message notifying you that your items have been shipped. Shipping is currently free worldwide with average delivery times of between 14-21 days.

How can I track my order?

Your shipping confirmation email will contain a tracking code and provide a link to enable you to track your order. On receiving your tracking link please allow 24-48 hours for the tracking code to activate. If for any reason it looks like your tracking code or link is not tracking correctly then please contact for assistance.

It looks like my package has been lost. What do I do?

In the unlikely event your tracking code has stopped updating for more than three days, or your package is in fact marked delivered but you are yet to received it - please contact the PetsBuy Customer Service team so we can investigate this for you.

What do I do if I have only received part of my order?

For the vast majority of orders through our website, all items checked out should be delivered together. From time to time there may be occasions where we need to split the delivery of your items. On such occasion you should receive a shipping confirmation for each of the respective deliveries.

If you have received no such notification of split deliveries and are missing items from your order then please reach out to our customer service team for guidance on getting the missing items shipped out to you.

What do I do if I have received a faulty or defective item?

If you believe you have received a faulty or defective item then please take a photo of the defect and send it with a brief explanation of the problem to our customer service team at who will issue a replacement or reimbursement where applicable.

What do I do if I have received an item which looks different to an image on your website?

Please take a photo of the items with an explanation of what you believe looks different to our customer service team so we can investigate this for you.


How can I return a product purchased from your store?

Items purchased (new, unused, unwashed, unaltered or defective) with tags attached (where applicable) may be returned within 30 days of receiving your order.

Contact our customer service team on prior to returning items to us so they can issue return instructions.

Please do not reject packages or return packages to sender. Any packages returned to a non-designated return address risks substantial delays in processing or at worst not being received at all.

When will I receive the money for my returned items?

On confirmation of receipt of your returned items via our customer service team a refund will be processed. Please allow between 3-5 working days for the money to be returned to purchasing payment method.

What if I have not received any refund for returned items?

Please contact our customer service team who will be happy to help in the unlikely event that there is a problem with any refund request and they will aspire to help resolve any issues.