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FAQ's
When will my order be dispatched?
Whilst most of our products are available for immediate dispatch, there are occasions where items are out of stock, and in order to be able to offer you the best product range, we may source these items from the manufacturer. When this is the case, we will notify you of the potential delay and give an estimated delivery timescale prior to you placing your order.
Can I collect my order from Direct Pets?
Yes, you can order online and collect it from the Direct Pets Store. Just choose Click and Collect at the checkout.
Why are shipping restrictions applied to some items?
Due to the size and weight of some items we are unable to send them to certain locations or by certain delivery methods. We are unfortunately unable to ship any items over the weight of 5.5kg. Delivery costs will be displayed at the checkout before you place your order.
Can I change my shipping address after my order has been dispatched?
We are unable to redirect any orders once they have left us, so please ensure you provide the correct shipping address.
Can I return an item to you?
We hope you will be pleased with your purchase, however should you wish to return anything, we will be happy to refund a product within 30 days, provided it is in a fully re-saleable condition.
How do I return an item?
To return an item for refund, wrap the package securely and send the item(s) back to us, our address can be found on the 'Visit Us' page, or the 'Contact Us' section at the bottom of this page. Please ensure you include your contact details, along with details of the requested exchange.
Can I return my order to the Direct Pets store?
Yes, simply take your order or item into our shops with your original invoice/receipt and staff will be happy to help.Please note, the refund will be processed by our online team and will be issued to the payment method used to place the order.
Can I place an order by phone?
Yes, you can call us on 01289 302757 during our opening hours, which can be found on the 'Visit Us' page. You can then use your card to make a payment over the phone.
I can't to log into my account.
Please ensure your email and password are correct and try resetting your password. If for some reason you are still unable to log into your account, please give us a call on 01289 302757 or e-mail info@direct-pets.com.
Is it possible to order in a size/item for me?
It may be possible to order in an item for you. Please e-mail info@direct-pets.com or call 01289 302757 for further information.
Another question?
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