Lily's Kitchen Chicken Paté for Kittens

Getting the most out of your Petszo order comes down to storing things properly and checking them regularly. Here's what matters.

Food and treats

Keep dry food tightly sealed in a cool, dry place away from direct sunlight. Resealing the bag or transferring it to an airtight container helps stop the fats going stale, which is the usual reason a dog or cat suddenly goes off a food they previously liked.

Opened wet food should be covered and refrigerated, and used within about 24 hours. Serve it at room temperature rather than straight from the fridge — cold food is noticeably less appealing to most pets and can be harder on sensitive stomachs.

Many treat pouches contain a small oxygen absorber sachet to keep the contents fresh. This isn't edible — remove and discard it before giving your pet the treat.

Beds, blankets and fabric items

Most fabric items can be gently wiped clean or machine washed at 30°C, but always check the individual care label first — padding and covers vary between products. Don't use bleach, as residue can irritate skin and paws.

Removable covers are worth washing more often than you'd think, particularly for pets with skin sensitivities.

Toys and chews

Check toys and accessories regularly for damage, and remove anything that's cracked, split or losing pieces. Small fragments are a genuine choking and blockage risk.

Always supervise your pet with chews and rawhide products, and take away any piece small enough to be swallowed whole. Match the chew size to your pet — a chew intended for a small dog won't last long with a large one, and creates more risk.

Harnesses, collars and leads

Check the fit periodically, especially on growing puppies and kittens. As a rule you should be able to slide two fingers comfortably under any strap — tighter risks rubbing, looser risks your pet backing out of it.

Inspect stitching, buckles and clips for wear, and replace anything showing damage before it fails on a walk.

Litter trays and small pet enclosures

Scoop clumping litter daily and top up as needed; a full change every 1–2 weeks is typical, more often with several cats sharing a tray. Clean the tray itself with hot water and mild detergent rather than strong disinfectants, some of which are toxic to cats.

For small pet enclosures, spot-clean soiled bedding daily and do a full change weekly.

Switching foods

Introduce any new food gradually over roughly 7–10 days, mixing increasing amounts into the current food. Sudden changes are one of the most common causes of digestive upset, and it's easily avoided.

Questions about a specific product? See our FAQ or email support@petszo.co.uk.

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.

Last updated: 16 August 2026

This policy explains how we process, dispatch and deliver orders, and what to do if something goes wrong.

1. Delivery charges

Delivery is free on all UK orders over £59.99. For orders below that value, the delivery charge is calculated and shown at checkout before you complete your purchase — you'll never be charged an amount you haven't seen first.

2. Order processing and dispatch

We aim to dispatch orders within 1–7 business days of the order being placed. Business days are Monday to Friday, excluding UK public holidays.

Once your order has been processed you'll receive a confirmation email, followed by tracking details where available.

3. Delivery times

Time in transit after dispatch depends on the delivery method selected at checkout and your location. Total time to receive your order is therefore the dispatch window above plus the carrier's transit time.

A small number of products are shipped from outside the UK and take longer to arrive. Where this applies, it is stated clearly on the individual product page.

4. Delivery area

We currently deliver within the United Kingdom only. We do not offer international shipping at present.

Please note that a small number of bulky items cannot be delivered to Northern Ireland. Where this restriction applies, it is noted on the product page.

5. Tracking your order

Once your order ships, we'll email you tracking information where available. You can use this to check the live delivery status directly with the carrier.

6. Delays

Some delays are outside our control — carrier backlogs, severe weather, and public holidays being the most common. If your order hasn't arrived within the expected timeframe, please contact us with your order number and we'll investigate.

If a package is confirmed lost or significantly delayed by the courier, we will send a replacement or issue a refund.

7. Incorrect delivery addresses

Please check your delivery address carefully at checkout. If you spot a mistake, contact us immediately — we can usually correct it before dispatch. Once an order has shipped to an address you provided, we may not be able to recover it.

8. Contact us

For any questions about shipping or the status of an order:

Phone: +44 7782 276061
Email: support@petszo.co.uk

Please include your order number — it makes everything faster.

Petszo is a trading name of UZMA QASIM LTD (company number 16856550). We reserve the right to update this policy; the date at the top of this page reflects the most recent revision.

See also: Refund & Return Policy · FAQ