Help – Pet Food Online

Ordering

When my order will be dispatched?

Orders will be dispatched on the next working day of receiving an order.

Orders will not be dispatched or delivered on bank holidays. In these cases, orders will be dispatched on the next working day.

A working day is Monday to Friday, excluding bank holidays.

How will I know my order has been dispatched?

You will receive an email notification, as soon as your order has been dispatched from our warehouse.

I haven’t received an email to confirm my order?

We are really sorry that you have not received your email. Here are some typical reasons for this:

An incorrect email address was entered when the order was placed
A technical issue has happened, where the system has timed out, before your order had time to reach our ordering system
Check your Spam inbox

I need to change the address on my order?

Get in contact with our customer service team at [email protected] as soon as possible, and they can update this for you. When emailing, ensure to include your order number and the correct address so our team can change this for you. Please note, once an order has been dispatched, we are unable to change the shipping details.

I have a problem with the quality of my products

If your request is about quality or other concerns, please contact us at [email protected]

I received melted or damaged product

If you received a package with melted or damaged products, please contact us at [email protected] and provide the following information:

Your order number. You can find this in your order confirmation email.
A picture of the product, whether it is in a bad condition, melted, ruined, or in another way not edible.

We will look into the issue right away.

Nutrition and Quality

What is the shelf life of your products?

You can see the shelf life of the product in the best before field on the packaging. We do not ship any products with less than three months of remaining shelf life.

Is it Gluten Free?

If the product is gluten free, we have indicated this on the product page.

Is it Grain Free?

If the product is gluten free, we have indicated this on the product page.

What if I don't know what food to order for my pet?

If you're unsure about what food to order for your pet, simply give us a call, and our in-house veterinarian can provide expert recommendations based on your pet's health and dietary needs.

Technical

Can I change my order?

Unfortunately, we cannot change your order after it has been completed and paid for.

We can cancel the order shortly after you placed it so that you can make a new order. Please contact our Customer Service Team at [email protected] who will help you.

Can I cancel my order?

If you wish to cancel your order, please call our Customer Service: +447741 612505 or email us at [email protected].

Orders are usually dispatched from our warehouse on the next working day of receiving an order. Once dispatched, we cannot cancel the order, unfortunately.

Returns and Refunds

Can I return my order?

If you wish to return your order, please contact us within 7 days of delivery at the latest. We only accept unopened products. The cost of getting the package back to us is yours, but we will be happily cover the cost of sending any replacement to you or refund you for your purchase.

Do you offer free return shipping label?

Unfortunately, we do not offer a free return shipping label. If you need to return your product, please give us a call or email us at [email protected], and we will arrange it from our head office free of charge.

Delivery

When will my order arrive?

For standard delivery, it takes up to 1-2 working days to arrive for UK mainland.

It takes up to 2-5 working days to arrive for:

Isle of Wight
Isle of Man
Isle of Scilly
Scottish Highlands
Northern Ireland
The Channel Islands

I haven’t received my order yet?

Shipping can take up to 5 working days. We appreciate your patience.

Please check your shipping confirmation email to find the tracking link for your package.

If you haven't received your order within 5 working days, please follow these steps:

Check your order confirmation email for any misspellings and make sure we have the correct address.
If the courier lost your package or the package arrives in bad condition, please let us know, and our Customer Service Team will provide you with different options.

What does the shipping cost?

All orders are shipped FREE of charge to all over the UK on orders over £39.

Do I get a tracking number when ordering?

Yes, you will receive a shipping confirmation by email including a tracking number after your package is shipped.

Promotion and Discount Codes

My discount code is not working!

Before you reach out to us, please make sure that there are no blank spaces before or after the code, or try to open our website in another browser. This usually fixes the issue.

If you’re still having issues, feel free to contact us at info@petfoodonline.

How do I activate a discount code?

To claim your discount, simply go to your cart, type in your discount code in the field Enter discount code and click Apply. Then, your discount code will be applied to your order.

Sustainability

Is your packaging recyclable?

Absolutely! Our packaging is now 100% recyclable, showcasing our commitment to sustainability and reducing our environmental footprint.

What materials are used in your recyclable packaging?

Our recyclable packaging is typically made from materials such as cardboard, paper, and certain types of plastics that are easily recyclable.

How can I recycle your packaging?

Recycling our packaging is easy! Simply follow your local recycling guidelines for paper, cardboard, and plastic materials to ensure they are properly recycled.

Are there specific instructions for recycling your packaging?

We recommend flattening cardboard boxes and separating any plastic components from paper or cardboard materials before placing them in the recycling bin.

Can I trust that the packaging is truly recyclable?

Yes, our packaging undergoes rigorous testing to ensure its recyclability. Rest assured, we are dedicated to promoting sustainability and transparency in our packaging choices.

Are there plans to further enhance your packaging's sustainability?

Absolutely! We're continuously exploring innovative packaging solutions and working towards reducing waste and improving our sustainability efforts to make a positive impact on the environment.

Frequently Asked Questions

Do you have a contact telephone number?

You can call +44 7741 612505 Monday to Friday 9am till 5:30pm

What is the best email address to reach out?

You can email us at [email protected] and our team we will reply to you within 24 hours.

How can I create a Pet Food Online account?

You can create your own account by clicking it’s quick and easy! Having an account allows you to easily reorder past orders, save addresses to your Address Book, and more!

I forgot my password. How do I get a new password?

We’ll send you a link that will let you rest your password.

What payment methods do you accept?

Debit card, Credit card, PayPal, and Amazon

Where is my order? It’s marked as delivered but I still don’t have it.

We are sorry that you have not received your order. Here are some checks that may help you in this situation:

See if a delivery card has been left from one of our couriers, with further instructions.
Check with your neighbours to see if they have accepted your parcel on your behalf.
Look in any safe areas that the delivery driver may have left your parcel (in a shed, garage, or porch).

If you still can’t locate your parcel, please contact us at [email protected], and we will be more than happy to help.

How many times delivery will be attempted?

All of our couriers will try up to 3 delivery attempts before your order is returned back to us, and you will be refunded.

If a delivery attempt has been made and your parcel was not delivered, the driver will try again the next working day.

If this has not happened, please get in touch with us at [email protected], and we are happy to help.

How to feed your pets

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