FAQ

Ordering

Q:

Do you have to register an account with Ownpets to place an order?

A:

Yes, and as a registered customer, you can enjoy discounts and offers that are available for our registered customers. Register now

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Q:

How do I know if my order has been received?

A:

We will send a confirmation email to your dedicated email account after you have placed an order.

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Q:

Can I place an order from overseas?

A:

Please see our shipping guide for more detail.

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Q:

How can I pay for my purchases?

A:

We accept America express, Apple Pay, Diners Club, Discover, Google Pay, MasterCard, JCB, PayPal, Shoptify Pay, Venmo, Visa. Once we have received your payment, the order will be delivered as soon as possible.

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Q:

What I want is not available on the website?

A:

You can contact our customer service. We will deal with your queries as soon as possible. Contact us

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Delivery

Q:

How long will my delivery take to arrive?

A:

Please see our shipping guide for more detail.

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Q:

Why does my tracking number not work?

A:

Once your order is sent out from our warehouse, please allow 24 hours for the tracking number to have been logged in our courier's tracking system.

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Q:

My order has arrived damaged, who do I contact?

A:

Please contact our Customer Service team at cs@ownpets.com. Our Customer Service team will discuss the damage and either arrange a collection or a replacement for you. Contact us

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Q:

What do I do if my delivery has not arrived after the specified time?

A:

Please contact our Customer Service team at cs@ownpets.com. We will check it for you. Contact us

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Website

Q:

How do I find product information?

A:

You can find specific product information on each page under the heading " INFO" tab.

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Q:

What do I do if the product I want is out of stock?

A:

We receive deliveries into our warehouse 6 days a week. Unless there is a supply problem with the product you require it should not remain out of stock for more than a few days, so please check back regularly.

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Q:

Why can I not find all the store products online?

A:

We are currently reviewing our website range and looking to considerably increase what we sell online in the near future. In the meantime we have our most popular products from store on the website alongside some great online exclusives.

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Discounts

Q:

1.How is my discount calculated?

A:

Our discounts are shown during the checkout process. You can click into your basket at any time to see to see which discounts have been applied.

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Returns

Q:

Do I have to pay to return my online order?

A:

A refund of your original delivery charge or return postage costs will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.

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Q:

How do I return items bought via the website?

A:

Please contact our Customer Service team at cs@ownpets.com. We will email you back with further instructions. Contact us

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Q:

How long does a refund take to process?

A:

We will process a refund as soon as the goods are received back with us in the case of returns, or as soon as we have seen photographic evidence in instances where goods are not to be returned and in any event within 30 days of the day we confirm you are entitled to a refund.

Refunds are normally processed by your Card issuing bank within 2 – 5 working days of us raising the refund but some banks require 30 days to process.

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Q:

What is your refund procedure for online orders?

A:

If goods are being returned to us in accordance with the Refunds Policy in Terms and Conditions, we will action a refund upon receipt of the goods back into our warehouse.

If goods are returned to one of our stores they will be able to action a refund (if applicable) at that time.

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Q:

What is your replacement procedure for online orders?

A:

Please contact us at cs@ownpets.com. Our Customer Service team will arrange the exchange for you. Contact us

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Q:

What is your returns policy for online orders?

A:

- We will be happy to refund a product, provided (in the case of any non-defective products) it is in fully re-saleable condition.

- Returns should be made within 365 days of receipt and in original, undamaged packaging.

- If any non-defective product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

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Tell about your issue or question using the form below and our Customer Support team will get back to you as soon as possible.

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