Frequently Asked Questions (FAQ)

We’ve put together the most common questions to help you shop with confidence at Petzy.
If you can’t find the answer you’re looking for, our support team is always happy to help.

🐾 Orders & Payments

How do I place an order?

Simply browse our store, add your chosen items to the cart, and proceed to checkout. Once your payment is confirmed, you’ll receive an order confirmation email.

Which payment methods do you accept?

We accept all major debit and credit cards, including Visa, Mastercard, American Express, as well as secure digital payment methods available at checkout.

Is it safe to shop on your website?

Yes. Our website is protected with SSL encryption to ensure that all personal and payment information is kept secure.

🚚 Shipping & Delivery

Where do you ship to?

At the moment, we ship exclusively within the United Kingdom.

How long does delivery take?

Delivery times typically range between 7–14 business days, depending on the product and your location. Some items may arrive sooner.

Will I receive a tracking number?

Yes. Once your order has been shipped, you’ll receive a tracking number by email so you can follow your delivery.

Do you offer free shipping?

Yes, we offer free shipping on orders over £55.

📦 Returns & Refunds

What is your return policy?

If you’re not completely satisfied with your purchase, you may request a return within 14 days of receiving your order, provided the item is unused and in its original condition.

How do I request a refund?

Please contact our support team with your order number and reason for return. Once the return is approved and the item is received, we’ll process your refund promptly.

Who covers return shipping costs?

Return shipping costs may vary depending on the reason for the return. Full details are available in our Refund Policy.

🐶 Products & Quality

Are your products suitable for all pets?

Our products are designed primarily for cats and dogs. Each product page includes detailed descriptions to help you choose the most suitable option for your pet.

How do I know which size or model to choose?

We recommend checking the size guide and product details on each product page. If you’re unsure, feel free to contact us before ordering.

Do you test your products?

We carefully select and test our products to ensure they meet quality and safety standards before offering them to our customers.

📧 Customer Support

How can I contact you?

You can reach us anytime at support@petzyshop.com.
Our customer service hours are Monday to Friday, 9:00 AM – 6:00 PM (UK time).

How quickly do you respond?

We aim to reply to all enquiries within 24 hours on business days.

🐾 Still have questions?

If you need further assistance, don’t hesitate to get in touch.
We’re here to make sure you and your pet have the best possible experience with Petzy.