FAQ
Frequently Asked Questions
Find answers to common questions about ordering, shipping, returns, and our products.
📦 Ordering & Shipping
Q: Do you offer free shipping?
A: Yes! We offer FREE UK delivery on all orders with no minimum spend required.
Q: How long does delivery take?
A: Standard UK delivery takes 3-5 business days. Orders are typically dispatched within 1-2 business days.
Q: Do you ship internationally?
A: Currently, we only ship within the UK (England, Scotland, Wales, and Northern Ireland). We do not ship to the Channel Islands, Isle of Man, or international destinations at this time.
Q: Can I track my order?
A: Yes! Once your order ships, you'll receive a tracking number via email so you can monitor your delivery.
Q: What if my order doesn't arrive?
A: If your order hasn't arrived within the expected timeframe, please contact us at support@petbie.com and we'll investigate immediately.
↩️ Returns & Refunds
Q: What is your return policy?
A: We offer a 30-day money-back guarantee. If you're not satisfied with your purchase, you can return it within 30 days for a full refund or exchange.
Q: How do I return an item?
A: Contact us at support@petbie.com with your order number and we'll provide return instructions. Items must be in original, unused condition with original packaging.
Q: Who pays for return shipping?
A: For faulty or incorrect items, we cover return shipping. For change of mind returns, the customer is responsible for return shipping costs.
Q: How long does it take to get a refund?
A: Refunds are processed within 5-7 business days of receiving your return. Please allow an additional 5-10 business days for the refund to appear in your account.
🛍️ Products & Quality
Q: Are your products safe for pets?
A: Absolutely! All our products are made from pet-safe, BPA-free materials and are carefully selected for quality and safety.
Q: Do you test your products?
A: Yes, we carefully vet all products before adding them to our collection to ensure they meet our high standards for quality, safety, and effectiveness.
Q: Are your products suitable for all pet sizes?
A: Most of our products are suitable for various pet sizes. Check individual product descriptions for specific size recommendations.
Q: Can I use the slow feeder bowl for both dogs and cats?
A: Yes! Our slow feeder bowl is designed to work for both dogs and cats of all sizes.
💳 Payment & Security
Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay.
Q: Is it safe to shop on your website?
A: Yes! Our checkout is SSL encrypted and secure. We never store your payment information.
Q: Will I receive an order confirmation?
A: Yes, you'll receive an email confirmation immediately after placing your order, and another email when your order ships.
📞 Customer Support
Q: How can I contact customer support?
A: Email us at support@petbie.com and we'll respond within 24 hours (Monday-Friday).
Q: Can I change or cancel my order?
A: If you need to change or cancel your order, please contact us immediately at support@petbie.com. Once an order has been dispatched, we cannot make changes, but you can return it under our 30-day return policy.
Q: Do you have a physical store?
A: We're an online-only retailer, which allows us to offer competitive prices and free delivery on all orders.
🐾 Still Have Questions?
If you can't find the answer you're looking for, we're here to help!
Email: support@petbie.com
Response Time: Within 24 hours (Monday-Friday)