Frequently Asked Questions
Here you’ll find answers to the most common queries about shopping with The Pet Squad. If you can’t find what you’re looking for, our customer care team is ready to help.
Orders
How do I place an order?
Simply browse our website, add the items you want to your basket, and go through our secure checkout process.
Can I change or cancel an order?
If your order hasn’t been prepared or shipped yet, please reach out to us straight away. Once a parcel has been dispatched, we may be unable to make changes or cancel it.
Shipping & Delivery
Where do you send orders from?
Every order is packed and shipped from our UK warehouse.
How long does delivery take?
Delivery times depend on the shipping option you choose at checkout.
· Economy Delivery: 5 to 8 working days (Free)
· Standard Delivery: 3 to 4 working days (£15)
These times are estimates and can sometimes run longer during busy seasons or due to courier delays.
Will I receive tracking information?
If tracking is available from the courier, we’ll send you a confirmation once your order is on its way.
Returns & Refunds
What is your return policy?
You have 30 days from the delivery date to request a return. Products must be unused and in their original condition.
How do I request a return?
Get in touch with us, letting us know your order number and which item you’d like to send back. Once approved, we’ll give you all the return instructions.
When will I receive my refund?
Refunds are issued after we’ve received and checked the returned goods. How quickly the money appears in your account will vary depending on your payment provider.
Payments & Billing
What payment methods can I use?
We accept a range of secure payment options at checkout, including major credit and debit cards, plus digital wallets.
Is my payment information safe?
Absolutely. All transactions are handled securely by trusted third-party providers. We never store or have access to your full card details.
Products
Are product images accurate?
We do our best to show products as faithfully as possible. Even so, colours and small details may look a little different depending on your device or screen settings.
Are all items in stock?
Stock availability is shown on each product page and is updated frequently.
Account & Support
Do I need to create an account to place an order?
No, you’re welcome to check out as a guest. Setting up an account does make it easier to track your orders and manage purchases, however.
How can I contact customer support?
The Pet Squad
22 Roman Terrace
Roundhay
Leeds LS8 2DU
United Kingdom
Phone: +44 7799 551165
Email: contact@thepetsquad.store