Frequently Asked Questions
Ordering & Payment
How do I place an order? Simply browse our store, add items to your cart and checkout securely. We accept all major credit and debit cards, PayPal and Shop Pay.
Can I change or cancel my order? If you need to change or cancel your order please contact us at info@thebigpetshop.com as soon as possible. We process orders quickly so we cannot guarantee changes once an order is placed.
Do I need an account to order? No — you can checkout as a guest. Creating an account simply makes it easier to track orders and reorder in future.
Delivery
How long does delivery take? We offer free 2-4 day delivery on all UK orders. Most orders arrive within 2-3 working days.
Do you deliver outside the UK? Currently we deliver to UK addresses only.
How do I track my order? Once your order is dispatched you will receive a tracking email with a link to follow your delivery.
Is delivery really free? Yes — free standard delivery on every UK order, no minimum spend.
Returns & Refunds
What is your returns policy? We offer a 30-day hassle-free returns policy. If you are not completely satisfied with your purchase contact us within 30 days of receiving your order.
How do I start a return? Email us at info@thebigpetshop.com with your order number and reason for return. We will guide you through the process.
When will I receive my refund? Refunds are processed within 5-7 working days of receiving your returned item back to our returns centre.
Do I pay for return shipping? If the return is due to our error or a faulty item we provide a prepaid return label. For change of mind returns the customer covers return postage.
Products
Are your products suitable for all dog breeds? We stock products suitable for a wide range of breeds and sizes. Each product listing includes size guides and suitability information.
Where do your products come from? We source our products carefully from trusted suppliers and test them against real UK conditions before listing them in our store.
Are your products safe for pets? Yes — all products in our store meet UK safety standards. If you have specific concerns about a product please contact us before purchasing.
General
How do I contact you? You can reach us at info@thebigpetshop.com or via our contact page. We aim to respond within 24 hours Monday to Friday.
Where are you based? The Big Pet Shop is based in Lancashire, UK. We are a proudly independent British business.
Do you have a physical store? We are an online only store which allows us to keep our prices competitive and deliver directly to your door.