FAQ

Order & Delivery

What happens after I place my order? Once you place your order on https://thepetcarriers.co.uk, you will receive an email confirmation that we have received your order and pre-authorized your payment method. The fulfillment process begins as soon as we receive your order.

Do you ship outside the UK? Currently, The Pet Carriers only ships within the UK. We are pleased to offer Free Standard Delivery on all orders within the UK.

When will my order arrive? Order Processing: All orders are processed and shipped within 1-2 business days. Transit Times: Standard Delivery typically takes between 3-5 business days after your order is shipped. Please note that exceptions may apply for items not currently in stock.

Delaying Order Delivery We will notify you via email of any unforeseen delays and provide a revised estimated delivery date.

How can I track my order? Tracking Information: We will send tracking information to your email address within 24 hours of your order leaving our warehouse. The email will contain a link to track your order online. You can also track your order by entering your tracking number on our website using the following link: Track Your Order.

Payments

What payment methods do you accept? We accept the following payment methods:

  • Credit Cards: Visa, Mastercard, Discover, and American Express
  • Shop Pay: Securely save your shipping and payment information for faster checkout
  • Digital Wallets: Apple Pay, Google Pay

How secure is my online shopping experience? We take the security of your financial information very seriously and use industry-standard security measures, including SSL encryption technology, to protect your data.

Returns & Refunds

What items can be returned? You can return most items within 30 days of delivery if they are in their original condition and packaging, unopened and unused, with all parts, accessories, and manuals included.

What items cannot be returned?

  • Used items (including items that have been installed or assembled)
  • Clearance items
  • Custom-made, special-order, and made-to-order products
  • Items marked “non-returnable”
  • Items returned outside the 30-day window

How to Return an Item

  1. Contact Us: Initiate your return by contacting us within 30 days of delivery via email at support@thepetcarriers.co.uk or through our online contact form.
  2. Provide Order Details: Have your order number and a brief description of the reason for your return ready.
  3. Await Return Instructions: Our customer service team will provide you with detailed instructions on how to return the item.
  4. Return the Item: Carefully package the item in its original packaging and ship it back to us.
  5. Receive Your Refund: Once we receive and process your returned item, we will issue a refund to your original payment method. Please allow 3-5 business days for the refund to reflect in your account.

What happens if my item is not delivered or lost? Contact us within 30 days of the estimated delivery date. We will investigate and, if necessary, offer a full refund or replacement.

What should I do if my item arrives damaged? Inspect the packaging upon arrival and report any damage within 24 hours with photos of the damage, box, and SKU to support@thepetcarriers.co.uk. We will handle the insurance claim on your behalf.

Customer Service

How can I contact customer service? If you have any questions or comments, you can contact us by:

What are your customer service hours? Our customer service is available from Monday to Friday, 9:00 am to 5:00 pm GMT.