Orders & Shipping
How long will my order take to arrive?
Most orders arrive within 6–10 business days. Once your order has been dispatched you'll receive a tracking number by email so you can follow its journey to your door.
Do you offer free shipping?
Yes — we offer free standard shipping on all orders. No minimum spend, no hidden fees at checkout.
Can I track my order?
Absolutely. Once your order is dispatched you'll receive a tracking number via email. If you haven't received yours within 3 business days of ordering, drop us a message and we'll look into it.
I ordered multiple items — will they arrive together?
Occasionally items from the same order may arrive in separate packages depending on the product. Don't worry if one arrives before another — your full order is on its way.
Products
Are your products safe for pets?
Yes — every product we stock is made from pet-safe materials. We wouldn't sell anything we wouldn't use on our own pets.
What if my pet doesn't take to a product?
Every pet has their own personality — we get it. If a product genuinely isn't working for your pet, get in touch and we'll do our best to help find a solution.
Do your products come with instructions?
Most products include a basic instruction guide in the packaging. If you need any help getting started with a product, feel free to contact us and we'll walk you through it.
Returns & Refunds
What is your returns policy?
We want you to be completely happy with your purchase. If something isn't right, contact us within 14 days of receiving your order and we'll arrange a return or refund.
My item arrived damaged — what do I do?
We're really sorry if that's happened. Please take a photo of the damage and send it to us straight away — we'll get a replacement or refund sorted for you as quickly as possible.
How long do refunds take?
Once a return is approved, refunds are typically processed within 5–7 business days back to your original payment method.
General
Where are you based?
We're a UK-based business, selling exclusively to customers in the United Kingdom.
How do I get in touch?
You can reach us through our Contact page and we'll get back to you within 1–2 business days. We're a small team but we always do our best to reply promptly.
Do you have social media?
Yes — come and find us on TikTok and Instagram. We post pet tips, product highlights, and the occasional very cute animal video. Search for Whisker & Co to find us.