Frequently Asked Questions
Answers to the questions we're asked most often. If yours isn't here, call +44 7782 276061 or email support@petszo.co.uk and we'll help.
Delivery
How long will my order take to arrive?
We aim to dispatch orders within 1–7 business days of you placing them. Delivery time after dispatch depends on the shipping method chosen at checkout. You'll receive tracking details by email once your order is on its way, so you can follow its progress with the carrier.
Do you offer free delivery?
Yes — delivery is free on all UK orders over £59.99. Orders below that threshold are charged at the rate shown at checkout before you pay.
Where do you deliver?
We currently deliver within the United Kingdom only. We don't ship internationally at present. Please note that a small number of items are shipped from outside the UK and may take a little longer to arrive — this is noted on the individual product page where it applies.
What if my order is late?
Carrier delays occasionally happen, particularly around public holidays or in bad weather. If your order hasn't arrived within the expected timeframe, get in touch with your order number and we'll chase it. If a package is confirmed lost or significantly delayed by the courier, we'll send a replacement or issue a refund.
How do I track my order?
Once your order ships, we email you tracking details. Use these to check live delivery status directly with the carrier.
Returns & refunds
Can I return something if I change my mind?
Yes. Under UK consumer law you have 14 days from receiving your order to tell us you'd like to cancel, and a further 14 days to send the items back. Items need to be unused, in their original packaging and in the condition you received them. Return postage for change-of-mind returns is at your cost. Full details are in our Refund & Return Policy.
What if my order arrives damaged or incorrect?
We'll put it right. Under UK law you have up to 30 days to reject a faulty item for a full refund. For transit damage, contact us ideally within 48 hours of delivery with photos of both the item and the packaging. We cover return postage on faulty or incorrect items and will offer a full refund or a replacement.
Are there items I can't return?
For hygiene and safety reasons, opened or unsealed pet food and treats, used grooming products, personalised items and gift cards can't be returned unless they're faulty.
How long do refunds take?
Once we've received and inspected your return, we'll let you know whether it's approved. Approved refunds are processed within 14 days of us receiving the goods, back to your original payment method.
Can I cancel an order before it ships?
Yes — email support@petszo.co.uk with your order number any time before dispatch. If it's already gone out, you can return it under the 14-day change-of-mind period once it arrives.
Products
Do I need a prescription for veterinary diets?
No prescription is legally required in the UK to buy veterinary diet foods. However, these products are formulated for diagnosed conditions, so we strongly recommend speaking to your vet before starting one — and having your pet checked at least every six months while feeding it. If your pet's health worsens, seek veterinary advice straight away.
How should I switch my pet to a new food?
Gradually, over roughly 7–10 days. Mix a small amount of the new food into the current one and increase the proportion each day. Switching abruptly is a common cause of digestive upset.
How do I store pet food once it's open?
Keep dry food in a cool, dry place, ideally resealed or in an airtight container to stop the fats going stale. Opened wet food should go in the fridge and be used within about 24 hours. Always check the individual packaging, as some products have specific requirements.
Contact
How do I get in touch?
Phone: +44 7782 276061
Email: support@petszo.co.uk
Please include your order number when contacting us about an existing order — it speeds things up considerably.