Frequently Asked Questions

Here you'll find answers to common questions about shopping with Pet Planet Trowbridge. If you need extra help, our customer support team is always ready to assist.

Orders

How do I place an order?
You can order directly on our website. Simply choose your items, add them to your basket, and go through our secure checkout.

Can I change or cancel my order?
If your order hasn't yet been processed or dispatched, get in touch with us as quickly as possible. Once a parcel has been sent out, changes or cancellations may no longer be possible.

Shipping & Delivery

Where do you ship from?
Every order is processed and shipped from our warehouse in the UK.

How long does delivery take?
Delivery times depend on the shipping method you pick at checkout:

· Free Economy Delivery: 5 to 8 working days
· Standard Delivery: 3 to 4 working days (£15)

These are estimates and may take a little longer during busy periods or because of courier delays.

Will I receive tracking information?
If tracking is available for your order, we'll send you the details in your dispatch confirmation.

Returns & Refunds

What is your return policy?
You have 30 days from the day your order is delivered to request a return. Items should be unused and in their original condition.

How do I request a return?
Contact us with your order number and let us know which item you'd like to return. Once your return is approved, we'll provide instructions on what to do next.

When will I receive my refund?
Refunds are issued after we receive and check your returned item. How quickly the money shows in your account depends on your bank or payment provider.

Payments & Billing

What payment methods do you accept?
You can pay using secure methods available at checkout, including major credit and debit cards as well as digital wallet options.

Is my payment information secure?
Yes. All payments are handled safely by trusted third-party providers. We never keep your full card details.

Products

Are product images accurate?
We do our best to show product images as faithfully as possible. Still, colours and appearance can vary slightly depending on your screen or device.

Are all items in stock?
Availability is shown on each product page and is updated regularly.

Account & Support

Do I need an account to place an order?
No, you can check out as a guest. Creating an account simply makes it easier to track orders and manage future purchases.

How can I contact customer support?

Pet Planet Trowbridge
9 Castle St
Trowbridge BA14 8AS
United Kingdom

Phone: +44 12 2577 5766
Email: contact@petplanettrowbridge.co.uk