The UK’s Leading Supplier of Pet Foods

Customer Service

As an online retailer we understand communication with our customers is important, and we are here to help. If you have any comments or questions, simply email us, we aim to respond to all emails within one working day.  You can email us at any time - however please be aware there will only be someone available to reply to your emails Monday to Friday during office hours

Email us at: sales@petzilla.co.uk

Frequently Asked Questions

WHERE IS MY ORDER?

All orders received after our 10am deadline will be processed on the following working day. Working days are Monday to Friday only; we do not deliver or process orders on weekends or on bank holidays. For example place your order after 10am on a Friday and your order will be processed by us on the following Monday, thus making your first possible delivery day Tuesday. Delivery days exclude weekends and bank holidays.

In the unlikely event that your order should fail to arrive within our estimated delivery period please email us at sales@petzilla.co.uk with your order number and we will carry out a thorough investigation with our courier and endeavour to get your package delivered to you as quickly as possible. If your order has failed to arrive within 8 working days from the date of dispatching your order it is deemed by us as lost. Should you fail to report to us that your parcel has not arrived within this time and we have a signature of delivery from our courier we will be unable to claim for loss of the item and therefore unable to replace your goods.

As delivery times are given as a guide for your convenience only, we cannot be held liable for any loss including consequential loss if your order does not arrive within the estimated time-scales.

HOW MUCH WILL DELIVERY COST?

Our Economy Delivery (5-8 Working Days) is FREE on all orders over £25.
Need it quicker? Our Standard Delivery (3-4 Working Days) is available from just £2.99 and Express Delivery (1-2 Working Days) is available from £5.99.

* Whilst we subsidise the cost of delivery as much as possible, due to the increased cost of delivering to remote or offshore postcodes there will be a surcharge applied to parcels being delivered to these areas and these orders may take an additional 3-5 days to arrive. All delivery charges incurred are displayed at the checkout.

Please click here to view our full delivery terms >

WHAT IS YOUR RETURNS POLICY?

We hope you will be pleased with your purchase, however should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it is in a fully resalable condition.

If you wish to return your order you must inform us, by email within 14 working days of receiving your goods. You do not have to give any reason for cancellation; however a brief explanation will help us to improve the service we offer to you and to customers in the future. Return of the item(s) should be made within a reasonable time and with the original packaging. When returning items, for your protection, we recommend that you use a recorded-delivery service.

Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is received faulty or damaged. If we need to arrange for collection of the item from your residence, this will also be at your cost.

If the item was part of a bundle deal, multi-buy offer, or was advertised and supplied with a free gift, the complete bundle/multi-buy/free gift must be returned with the item, unless this is otherwise agreed in writing. In this case a charge may be made for the items which are not to be returned.

Please click here to view full returns terms >>

IS THIS ITEM IN STOCK?

If an item is out of stock this will be indicated in your shopping basket with a message stating the item will be back ordered for you. Your whole order will be shipped to you once the back ordered item arrives.  If an item is ordered then we find the stock is not available we will email you to let you know of the issue.

CAN I CHANGE MY ORDER?

Once an order has been placed it cannot be altered.  However if you make an error or wish to add to an order, please email us straight away with the order number we can then cancel and refund the current order and you can proceed to place a correct order.