Orders, Shipping & Returns

Payment FAQ's

What payment methods do you accept? We accept Visa, Mastercard, Maestro and PayPal. How is the payment processed? If you are paying by credit card, payment is taken following your order using our Paymentsense secure page. Once taken to the Paymentsense page you must complete the transaction since closing the...

What Shipping options are available?

Delivery Methods At Petwell we offer 2 types of products that have different shipping rates: Regular Products Orders over £29 of regular products receive FREE SHIPPING Orders under £29 incur a £2.99 shipping charge Express Tracked (1-3 Day) and Premium Tracked (1 Day) shipping options available at checkout Regular products...

What is the difference between Regular & Shipping Included products?

Regular Products Orders over £29 of "REGULAR" products receive FREE SHIPPING Orders under £29 incur a £2.99 shipping charge Express Tracked (1-3 Day) and Premium Tracked (1 Day) shipping options available at checkout “REGULAR” products are highlighted blue on the basket page Shipping Included Products No shipping charges at checkout....

Where do you deliver to?

We deliver to most UK addresses. However deliveries to the following locations and postcodes on orders over 2kg or more incur a £4.99 courier charge. (There is no extra charge for UK mainland and orders over 2Kg) Channel Islands - GY, JE Isle of Man – IM Isles of Scilly...

When will my order arrive?

Regular products are generally despatched within 1-2 working days (Mon-Fri) Once despatched the estimated shipping times are: Standard – 3-5 working days Express Tracked* – 1-3 working days (tracking info is sent on shipping confirmation emails) Premium Tracked* – 1 working day *(tracking info is sent on shipping confirmation emails)...

My order hasn't arrived

​Regular products Generally despatched within 1-2 working days (Mon-Fri) Once despatched, the estimated shipping times are: Standard – 3-5 working days (please allow a couple of extra days if your order has not arrived within the estimated time frame) Express Tracked – 1-3 working days (please check the tracking link...

I've only received part of my order?

I've only received part of my order? Shipping Included products will be sent separately and possibly in multiple packages and even though they may be sent on the same day, can arrive on different days. (you will also receive a separate shipping confirmation email for each shipment and a despatch...

My order has arrived damaged

Whilst we package each item carefully, occasionally items can be damaged whilst in transit. Please ensure that the contents are damaged (and not just the packaging) and then contact us to assist your further

Who will deliver my parcel?

We work with a variety of delivery agents; these include, but are not limited to, Royal Mail, DPD, Hermes, Yodel and other postal delivery services in your area. If your order is sent via a tracked service, the delivery agent’s details will be emailed as part of your shipping confirmation...

How do I return an item?

We are sorry that you are unsatisfied with your item. Please email us at: returns@petwell.co.uk within 14 days of purchase so we can issue you with a unique Returns Authorisation Number and returns address details. We ask that you please return the product unopened and in good condition . How...