Pets & Friends Frequently Asked Questions
Customer Services
Our customer services team are available to respond between 8:30 and 5pm Monday to Friday. We aim to respond to all queries within 2 working days. Should your query be sent outside of these working hours, please note response times will take longer.
Customer Account: Password Update
If you have an account with us and this is your first time visiting our new website, please visit the password reset page in order to activate your customer account.
Which courier do you use for home delivery orders?
We use a range of couriers for our deliveries, which will depend on the type of delivery you choose in the checkout. For all our delivery options please visit the delivery page.
First Order Discount Online - New customers get 10% off
If you're new to Pets & Friends online then you will get 10% off your first order when you sign up as a new customer (please note the 10% discount isn't available if you checkout as a "guest"), you will receive an e-mail once you have signed up which will include your discount code. The 10% off discount voucher means you will get the chance to save on your first order - a great reason to give Pets & Friends a try! Please note, the 10% discount is deducted from your overall order total.
10% offer available to new customers only. Offer limited to one use only and cannot be used in conjunction with any other offers or promotion. £25 minimum spend.
Please note that the 10% discount on your first order cannot be used in conjunction with any other discount codes.
*Please see our full list of delivery charges to check which will apply to your specific delivery address. Please note that this 10% discount code is not available to use in store and is only available to use for customers who wish to shop online. We reserve the right to withdraw this offer at any time.
Using Discount Codes Online
From time to time we may email out our database exclusive online discount codes, please note, we only allow 1 discount code per order.
Whichever discount code you use that is the higher value/discount will take priority and will be added to your order.
Discount codes are not compatible with any multibuy offer - 3 for 2, 2 for £10.00 for example.
Placing an Order Online
Our warehouse team work 5 days a week, Monday to Friday (Excluding Bank Holidays) 9am to 5pm. The cut off time for all orders is 1pm each day Monday to Friday. Any orders placed after 1pm will be processed the next working day. Orders placed over the weekend will be processed on the next working day.
Frozen Products Items
Delivery rates for our frozen products are based on next day delivery due to the perishable nature of these products and therefore will incur a £7.99 delivery charge for orders under £49 and £5.99 for orders above £49.
What happens if I won't be in to take the delivery for my frozen products?
Frozen products will be delivered the next working day and you must be available to accept the goods within those times. If you are unable to accept the goods and the goods are returned to our warehouse, due to the perishable nature of these products we are unable to provide a refund.
What if I want to cancel my order which contains frozen products?
All orders can be cancelled at any time up until 08.00am on the day prior to the day of delivery. We regret to advise that after this cut off time, we are unable to accept any cancellation of orders containing frozen products due to the perishable nature of these products.
The easiest way of cancelling an order is to contact us via email at customerservices@petsandfriends.co.uk and must include the subject line ‘Frozen Order Cancellation’
Click and Collect Only Items
A selection of products on our site are only available for collection in store, and cannot be selected for home delivery, for example, frozen food items, live reptile food and some bulky items. Any items that are only available for collection in store are clearly flagged as being a "Store Only" item. Once at the checkout stage, if any of these items have been added to your basket you will only have the option to collect from your local store. Any products that you require for home delivery will need to be processed as a separate order.
All of our stores offer a click and collect service and aim to have your order prepared for collection within 1 hour.
What happens after I've placed my order?
After you have placed your order, we will send you a confirmation email with details of your order, reference number and delivery details. Please keep this order number as it will be useful if you have any queries with your order at any stage. Don’t forget you can always log into your account on the Pets & Friends website to track the process of your order at any time. Normally we need 3-5 working days after you have placed you order to get your products picked and prepared for dispatch.
Want more details on our delivery charges & timings?
Please see our dedicated delivery page for more information
Payment Method
Payment can be made by Visa, Visa Electron, MasterCard, Delta and Maestro debit cards and Paypal. For all orders, UK VAT is applied at the current rate of 20.00% (where items are VAT applicable).
Product Availability
Unfortunately, some products from time to time may be out of stock. We aim to inform you of any out of stock as soon as possible after you have placed your order. We will hold these items on a back order if you wish, but dispatch the rest of your order, you will not be charged for additional deliveries due to out of stocks.
Returns & Exchanges
A copy of our returns and exchanges policy can be found on our Returns Policy page.
