Click & Collect / Delivery help
- Where is my order?
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To locate your order, follow the 'Track my order' link included in both your order confirmation and despatch emails, and this will provide you targeted details about the location of your order.
You can also track your order by selecting the 'Track my order' link on the Help page, in the footer of the website or in the delivery ribbon. You just need your order number and your email address to do so.
- Are delivery times impacted by COVID-19?
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We are not currently experiencing any delays to our delivery times.
For the safety of our customer and courier drivers we are offering contract free deliveries to home. To avoid any contact the courier will leave the parcel on your doorstep, step back 2 metres and wait for you to answer the door before taking a record of your name and a photo of the parcel in location.
- How long does Click & Collect take?
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- When items are in stock in your local store we offer same day Click & Collect, in as little as 1 hour.
- If Click & Collect in 1 hour is available for the items you want in your selected store then this will be displayed on the product page, basket and in the checkout.
- If you order within 1 hour of the store closing and the items are all in stock at the store you will be given a promise the following day.
For store collections we offer two services:
- Orders £45 or more will arrive in up to 2 days*/**
- Orders less than £45 will arrive in up to 4 days*
*Orders placed before 8pm
**Please note, due to their location, next day delivery is not available to the following stores. Delivery to the below stores will take up to 3 working days.
Inverurie, Belfast, Bangor NI, Lisburn, Newry, Newtown Abbey, Ballymena, Londonderry, Coleraine, Craigavon, Enniskillen, Isle of Man, Inverness, Elgin, Wick and Oban.
- How long do i have to collect my Click & Collect order?
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We will hold on to your Click & Collect order for 10 days.
- What happens once I have placed my Click & Collect order?
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As soon as you have placed your order, the order will be prepared. As soon as it is ready for collection, we will send you an email and text message to confirm that you can now collect it.
- How do I know when I can collect my Click & Collect order from store?
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You will be notified via email and text to confirm that your order is ready to collect. Please do not try to collect your order until you have received this message.
- What do I need to bring to collect my Click & Collect order?
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Please bring with you your confirmation email and/or text message to show our store colleagues when you arrive in store. All you need to do is show the colleague a copy of the email or text message on your phone, no need to print copies.
- Why isn’t Click & Collect in 1 hour available for my basket?
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There are two reasons why we may not be able to offer Click & Collect in 1 hour
- If the items you want to order are not all available in the store then we cannot offer Click & Collect in 1 hour. You can see if an item is available for 1 hour Click & Collect on the specific product page.
- If you are ordering within 1 hour of the store closing. When this happens, if all of the items you want to order are available in the store then you will be offered a Click & Collect promise the following day.
- What communication will I receive for Click & Collect orders?
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Step 1 - When you place your Click & Collect order you will be given a Click & Collect promise. This will also be confirmed on your order confirmation email.
Step 2 - When your order is ready for collection you will be sent an email and text to let you know you can go to collect your order. Please wait for this final communication before going to store.
Step 3 - When you head to store please bring your ready for collection email or text and make your way to the till area where one of our colleagues will assist you.
- How long do home delivery orders take?
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For home delivery orders we offer two services:
- Standard delivery − this can take up to 2 days* but the specific time will be confirmed in the checkout.
- Choose your delivery day − select a day in the next 7 days*/**
*Orders placed before 8pm
**Although next day and choose your delivery day are available throughout the UK, there are some locations that we cannot offer these services to. Below is a list of postcodes that can take up to 3 working days to deliver to, so please allow for this when placing your order.
AB31-35, AB41-54, AB36-38, AB55-56, All Northern Ireland postcodes (BT prefix), FK17-21, G83, GY9, HS1-9, All Isle of Man postcodes (IM prefix), All Northern Highlands (IV prefix), KA27, KA28, KW0-14, KW15-17, PA20-78, PH15-18, PH19-29, PH32-33, PH45-48, PH30-31, PH34-44, PH49-99, TR21-25 and All Orkney / Shetland (ZE prefix)
- What communication will I receive for home delivery orders?
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Step 1 - When you place your order you will be sent an order confirmation email. This will confirm the expected delivery date.
Step 2 - When we dispatch your order from our warehouse we will send you an order dispatch email to let you know. When the courier then receives the order they will send you an SMS and email to let you know they are scheduling delivery the following day.
Step 3 - On the morning of delivery you will be sent an SMS and email to provide you with a 1 hour delivery window. If this isn't convenient then you can simply change the delivery via a link in the SMS and email.
- I am missing an item from my order, what do I need to do?
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Our orders are sometimes despatched in multiple boxes, if you believe an item is missing from your order, please wait until your delivery date has passed, then consult the information on your order confirmation email. This email contains a summary table, and if the item does not feature unfortunately this means it has been cancelled as it was unavailable. We will refund your money within 48 hours and you will receive an email from us to confirm this.
If you have checked the summary table and it features items not in the boxes you have received, please use our Live Chat functionality to discuss with one of our customer service colleagues who will be able to assist you. Simply click on the green 'Click to chat' icon at the bottom of your screen.
Please note that some of our products, including large fish tanks, flea treatments, books/calendars and live food are sent either direct from the supplier or via Royal mail, which will be delivered separately to the rest of your order and therefore could take up to 7 days working days to be delivered from placing your order.
- An item has arrived damaged, what do I need to do?
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If this happens please contact customer services using the contact details at the bottom of this page. Please have your order number and the details of the damaged items to hand.
- I have received incorrect items in my order, what do I need to do?
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If this happens please contact customer services using the contact details at the bottom of this page. Please have your order number and the details of the incorrect items to hand.
- What are special delivery items?
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Special delivery items are items that are delivered via a specialist courier. This includes frozen food and large and fragile items. Any item flagged as special delivery will result in the delivery company contacting you via telephone and/or email to arrange a convenient delivery date with you
- My latest subscription treatment has not arrived. What should I do?
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Please wait until your delivery date has passed and if you have still not received your order please contact customer services using the contact details at the bottom of this page. Please have your order number to hand.
- Do I need to be in to sign for my delivery?
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Due to current social distancing measures there is no requirement to sign for deliveries. The courier will deliver your parcel to your doorstep and will then take a photo of the item in location and wait for you to answer your door. If you are not going to be in you will be able to request your order is left in a safe place, delivered to a neighbour of your choice or delivered on another day. You will be provided with a 1 hour delivery window on the morning of your delivery and can see the latest on your delivery at any time.
- Can I book a delivery slot?
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We currently do not offer timed delivery slots. If you ordered from us on our standard delivery service you will be advised of your orders due date in the checkout, with the exception of orders containing items marked as special delivery, which will take up to 7 days. For home delivery orders our delivery partner will provide you with a delivery time window
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Customer Services, Pets at Home Chester House Epsom Avenue Handforth Wilmslow SK9 3DFIf you have already contacted us and are still not satisfied, you can raise a complaint via the EU's Online Dispute Resolution website here - http://ec.europa.eu/odr
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