Help & policies

Delivery areas, charges and times

Delivery to your city is charged by location. After you place the order we’ll WhatsApp you the delivery charge and final total before dispatch.

Delivery times are estimates in working days from order confirmation and can vary with weather, holidays and courier load.

Cash on Delivery

COD orders are confirmed by phone or WhatsApp before dispatch. Please keep the exact amount ready when the rider arrives.

Returns only for our mistakes

We don’t accept returns or give refunds if you change your mind or no longer need an item.

If we made a mistake with your delivery, we’ll take the item back and refund you. This covers:

• You received the wrong item, size or variant
• The item arrived damaged, broken or leaking
• Something you paid for is missing from the order

How to report a problem

Contact us within 24 hours of receiving your order on WhatsApp (03202091569) or through the Contact page. Please share your order number and a photo of the item and its packaging.

Please keep the item and its packaging as you received them until we’ve checked the issue.

Refunds

Once we confirm the mistake, we collect the item and refund the amount you paid for it. We’ll agree the refund method with you when we contact you.

Problems reported after 24 hours, or items that have been used or opened after delivery without a delivery issue, can’t be returned.

What we collect

Your name, phone number, delivery address, email (optional), order history and — if you add them — pet profile details.

How we use it

To deliver your orders, contact you about them, provide support and improve product suggestions. We send marketing emails only if you subscribe, and you can unsubscribe at any time.

Sharing

We share your delivery details only with the courier delivering your order. We never sell your information.

Your rights

You can update your details in My Account, or request deletion from My Account → Account & security, or by contacting us.

Orders

An order is accepted once we confirm it. If an item becomes unavailable or a price was shown incorrectly, we’ll contact you before dispatch and you can change or cancel the order.

Payments

Cash on Delivery is paid to the rider when your order arrives. Online payment methods are offered only when enabled at checkout.

Product information

Product details come from suppliers. Guides and Tailzy suggestions are general information, not veterinary advice.