Frequently Asked Questions
How can I track my order?
You can track the progress of your order easily via your order dispatch email or by using our online system.
When your order is dispatched from our warehouse, you will be sent an email which includes the courier name, a tracking number and a link to the courier's tracking service. Simply access the courier's website and enter your tracking number.
Alternatively, access your Account where all of your orders will be displayed in the My Order section and track your order via the link.
What should I do if my order hasn't arrived yet?
Please access the My Account feature on our website and track your order using the link provided. It should show your order's progress to your door, including when it has left the warehouse and if it is on its way to you.
If you need further assistance, please contact us by clicking here or call 0800 599 9105, Monday to Friday, 9:00am – 5:00pm.
Can I change my delivery address?
If you are a new customer, please add your delivery address at the checkout stage. This address will be saved for future use. You can then add or delete delivery addresses after you have made your first order.
If you are an existing customer, you can amend your address through the My Account feature.
Are my safety & security guaranteed?
At Pets Direct, we understand your concerns about security and privacy. We protect sensitive information you give us, such as credit card numbers, by using Secure Sockets Layer (SSL) and encryption software, which encrypts the information you share with us so that you never have to worry about credit card safety. We guarantee that every transaction you make at Pets Direct will be safe.
At Pets Direct, we want you to have the best shopping experience possible. And while it is necessary for us to collect certain personal information, we respect and protect your right to privacy. We use your personal information to fulfil your order, support your use of the Pets Direct website, and contact you if we have questions about your order.
What is Pets Direct's Return Policy?
Pets Direct will refund an item or order if you are not completely satisfied with it provided it is returned to us unused in its original, unopened packaging with all the accessories and instructions. In addition, none of the packaging shall have been written upon, taped upon or had permanent labels attached.
To return an item, please contact us within 30 days of receiving the item. If you contact us more than 30 days after delivery, we may be able to accept the goods back, but not at full credit value.
Please we can not refund delivery costs we incurred and will not pay for delivery charges you incur.
If you have received an incorrect, faulty or damaged item
If you have accidentally ordered the wrong item or you have an item that is faulty or damaged please use the following processes to arrange a collection and in the case of a faulty or damage, a collection and reorder of the item/s.
Contact us via email
To return an item or arrange a collection and reorder, you will need to contact us within 3 days of receiving the item.
You can contact our Customer Service Team via email. Choose the relevant order number and let us know which item you would like to return.
After you have contacted us, we will email you a returns number so that you can return the items to us. Items that need to be reordered will be processed by our team at the same time and your replacement goods will be shipped out to you. If you received an incorrect, faulty or damaged item we will arrange a courier to collect the items.
Please do not write or tape the returns number onto the item that is being returned, simply write the number on a sticky note and attach it to the box or packaging. Unfortunately we are unable to accept items which are damaged or have any writing on them.
An item is missing from my order, what do I do?
If you believe there is an item missing from your order, please check your order confirmation and dispatch emails to make sure all of your items were due to arrive in the same delivery.
If you are unable to find the missing item, you will need to contact us within three 3 days of receiving your order.