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FREE DELIVERY on orders over £35.00
Delivered to your doorstep
Tracked Delivery Service & Guaranteed Delivery
Friendly Customer Service

FAQ's

Sections

1. My Account
2. Orders
3. Payments
4. Delivery
5. Returns & Refunds
6. Other Service Advice

 

1. My Account

Why do I need an account?
Although it is not mandatory, having an account will make your shopping process easier for you and for us. You will always have access to your order history, personal details and payment methods so you can check your activity easily or place new orders in a quick way. It will also help us to improve our service and keep track of the information needed to deliver on time, contact you in case of need or suggest the most convenient deals according to your preferences.
 
Furthermore, you will always have the option to update your contact information and payment details or change your password in a secure way as we don’t share this information with third parties. 
 
Please visit our Privacy Policy page if you need more information about our security policy.

Do I need to have an account to place an order?
Although having an account is recommendable as it simplifies your online shopping experience, you don’t need to have an account to buy a product. If you chose this option, just follow the purchasing steps and enter your contact and payment details.

How to create an account?
From the front page, click on the “person” icon placed at the top right corner to see a "New Customer/Create Account” link. After entering your first name and surname, email and password and clicking on the “Create” button, your account will be established. Don’t forget to choose a password that is easy to remember!   

You will automatically receive an email from us to verify your email address. Please click on the “Activate your Account” button and your account will be ready to use. 

How do I log in?
From the front page, you can click on the “person” icon placed at the top right corner. You will then have the option to enter your email and password and click "sign in".

I can’t log in
Every time you try to log in, please make sure that you are entering the right email address and password.

In case you still can't log in, please click on the “Forgot your Password?” link. We will send you an email to the indicated address so you can reset your password.

How do I log out from my account?
Click on the “door” icon placed at the top right corner and your session will be automatically logged out.

I forgot my password
In case you forgot your password, you have to click on the “Forgot your Password?” link and we will send you an email to your existing address so you can reset your password.

I want to change my login in details/password
If you want to change your log in information, click on the “Forgot your Password?” link and we will send you an email to your existing address so you can reset your access details.

Can I change my account information?
Yes. You will always have the option to update your contact and payment details, change your delivery address or even add more than one. If your account has more than one delivery address, please make sure to set by default the preferred one.

I want to set up “repeat my order” option
Our platform also offers a subscription service. This means that you have the option to set up a product as a repeat order that can be delivered to you on regular basis. You can set up this option in your account details by clicking and adjust the frequency of your order as much as you like.

I want to close my account
If you would like to close your account, please send an email to info@petsmagnet.co.uk and a member of our team will help you with this enquiry.

I want to unsubscribe from emails
If you would like to unsubscribe from our emails, you just simply need to click on the “unsubscribe” link placed at the bottom of the email received.

 

2. Orders

How to place an order?
To achieve a successful online shopping experience, you will need to follow these steps:

  • Find what your pet need through our product search tool (loupe icon) or our display menu, both placed at the top navigation bar.
  • Choose the item from the specific product page.
  • Add the item to the basket by clicking on the “Add to Cart” option.
  • Choose the quantity by clicking on the “Quantity” option.
  • Review your order by checking the “See Cart” button.
  • Checkout - if you don’t have an account, this is the step in which you will have to provide contact and payment details. If you already have an account, we recommend logging and checking your shipping address and payment details. If you have a discount code, this is the moment to use it! You just need to enter the voucher information in the box located on the right hand side.

Please click on My Account section to get more detailed information about this process.

  • Pay - after checking your payment details and delivery options, you are ready to click the “Pay Now” button. As soon as you click, you’ll receive an email confirming your order details.

Please read the Payment area to get more detailed information about this  process.

  • After dispatching your order from our warehouse, you will receive an email confirming the process and the tracking details so you can follow up your delivery progress with the chosen courier.

Please click on the Delivery section to get more detailed information about this process.

Please visit the How to Order section to get more detailed information about this process.

Do your prices include VAT?
Yes. All the prices that you see on our website include VAT.

Can I cancel my order and get a refund?
We will be able to cancel your order if it hasn’t been shipped or packed yet. Please contact our Customer Care team as soon as possible by calling at 01536 744 356 with your order number to hand.

Once your cancellation request has been solved, we will proceed with the refund to the same account used for the payment. Alternatively, we’ll issue a voucher that can be used in your next purchase.

How can I track my order?
To view your order status, simply log in to your account and check your order history and tracking number on the left hand side.

As soon as you place your order, you will also receive a confirmation email with a tracking number provided by the courier and a link to follow the entire process. Please bear in mind that our couriers have their own websites with specific information to help you track your order once is dispatched.

Please visit our Delivery Information section to get more details about this process.

I haven’t received an order confirmation
It usually takes us one day to process and dispatch your order. If you don’t hear from us within 24 hours after placing your order, please contact our team:

Customer Support

  • Office hours 9:00am - 4:30pm Monday to Friday (Bank Holiday opening hours may differ)
  • Tel: 01536 744 356
  • Email: info@petsmagnet.co.uk

I want to repeat my order
Our platform also offers a subscription service. This means that you have the option to set up a product as a repeat order that can be delivered to you on regular basis. You can establish this option in your account details and adjust the frequency of your order as much as you like. Before dispatching any order, you will also receive an email reminder to confirm that you want to proceed with the delivery.

Please visit My Account section to get more details about how to set up this option.

The product I want is out of stock
If an item is shown as “Out of Stock”, you can contact our Customer Care team at info@petsmagnet.co.uk so they can help you to book the product when is back in stock or find you alternative products.

The product I want is discontinued
If an item is shown as “Discontinued”, you can contact our Customer Care team at info@petsmagnet.co.uk so they can offer you alternative products.

 

3. Payments

How can I pay my order? 
When ordering on our website, you can pay by debit or credit card. At the moment we are working with Maestro, MasterCard and Visa.

Is it safe to use my card to buy on your site? 
Yes! All the transactions are secure and encrypted to protect your personal information.

As part of our payment process, we use Maestro, MasterCard and Visa’s identity verification tool which requests a password as an extra step before accepting any payment. This functionality provides a maximum fraud protection to you and us.

Please visit our Privacy Policy page if you need more information about our security policy.

Can I pay with cash or a cheque?
At the moment we can’t process payments with cash or cheques.

Can I order by phone instead of online?
Yes, you can call us at to 01536 744 356 from 9:00am - 4:30pm Monday to Friday specifying the product number or name. Please note that If you place your order over the telephone you can only pay with credit/debit card.

How can I pay with a discount code?
You’ll find this option on the checkout area, as soon as you review your shipping details. The option to add a discount code will be placed on the right hand side of this area.

Please read our Orders area if you need more information about this step.

My payment has been rejected
Please ensure that you are entering the right contact information, expiry date and CVV number of your card. If you are still having trouble, contact us at 01536 744 356 from  9:00am - 4:30pm Monday to Friday.

 

4. Delivery

What are my delivery options?
You can choose between two companies - Royal Mail or DX Delivery. You can hire a standard delivery or an express option.

Please visit our Delivery Information section to get more details about this process.

What are the delivery rates?

  • Standard delivery for free (with orders above £35.00 and up to 30 kg)
  • Standard delivery for £1.99 (with orders under £35.00 and up to 250 g)
  • Standard delivery for £2.99 (with orders under £35.00 and over 0.25kg and up to 30 kg):
  • Express delivery for £4.99 (with orders above £35.00 and up to 30 kg)

Please visit our Delivery Information section to get more details about this process.

How long does the delivery take?
The orders are expected to arrive between two to four working days after confirmation.

Although we aim to deliver all orders on time, this service is provided by either Royal Mail or DX Delivery and delays can occur beyond our control from time-to-time. In case of delays, we’ll contact you by email.

The shipping time depends on the option you choose:

  • Royal Mail: 1-3 working days (including Saturdays), depending on the chosen service
  • DX Courier: next working day after dispatch

Some areas may also take a little longer; please allow for 48-72 hours (Handling Time is included).

Please visit our Delivery Information section to get more details about this process.

Do you deliver everywhere?
We deliver to all the areas and addresses within the UK. However, we are unable to ship to BFPO addresses. Please also note that we don’t ship outside the country.

Can I track my delivery?
The service provided by any of our couriers can be fully tracked. As soon as your order leaves the warehouse, you’ll receive an email with a tracking number. You will be able to see your tracking number within your account page or the courier’s page. We suggest using the free courier’s app to follow up the status of your parcel.

Please visit the couriers website to find out more about the tracking options:

You can also visit our Delivery Information section to get more details about this process.

Can I collect my order somewhere?
Yes, you have the option to collect your order in our warehouse based in Corby. If you select this option, we will send you an email confirming the day, time and address to collect the item.

Do I need to sign off my package?
You can choose whether to receive and sign off for your delivery or opt to have your parcel left in a safe place (e.g. with your neighbour or in a protected area of your foyer). In case you opt to sign off for your delivery, it’s your responsibility to ensure that there is someone available at the address confirmed, or that special delivery instructions have been left when placing the order.

Please visit our Delivery Information section to get more details about this process.

I missed my delivery. What can I do?
If you are not in the address provided, our courier will attempt delivery 3 more times and will leave a card notifying this. However, some couriers may opt to leave the parcel somewhere safe and contact you afterwards. In case you don’t see your parcel, you can contact us or the courier to find out the status of your delivery, update the specific instructions or change your delivery date. You can also check the status via the interactive tracking option provided by the couriers.

In case you need to contact our couriers, please use the following links:

I want to change my delivery address
If you just want to update your delivery address for your next purchase, you can do this from your account by editing your address details. You can also add an extra address and set the preferred one as default.

Please visit My Account section to get more details about this process.

 If you need to change your delivery address once an order has been placed or dispatched, please contact the courier service hired or call us at 01536 744 356.

I received the wrong item
All our parcels are carefully controlled, but in the unlikely event of receiving a wrong item, please contact us at 01 536 744 356 or email us at info@petsmagnet.co.uk within 7 days of receiving your order so we can rectify the problem. Please keep your order number and don’t forget to leave the wrong item in the same condition it was received so we can arrange its collection. In parallel, we will send you a new item immediately.

Please visit our Delivery Information section to get more details about this process.

I received a faulty item
From time to time, mistakes can occur when packing your items. In case you received a damaged or a faulty item, you have 30 days to arrange a return and refund. Please report to us within 7 days of receiving your order so we can rectify the problem and send you a new item with no extra fee. The best way to get in touch with us is by sending an email at info@petsmagnet.co.uk including images of the item and your order number.

Please visit our Delivery Information section to get more details about this process.

My order is missing an item
Sometimes, if you have ordered more than one item, products can be sent out in different parcels and may arrive separately. Please make sure that this is not your case and wait for the full delivery period before contacting us. If you still are missing an item, please contact us and we’ll do our best to rectify this situation as soon as possible.

Please visit our Delivery Information section to get more details about this process.

My delivery never arrived
In case that you haven’t received your order within 7 days from the date of dispatch, please contact us so we can submit a claim to the courier or carry out an investigation.

 
My order is stolen
All items we send are fully insured. If in the unlikely event your order is stolen call us immediately at 01789 205095 or email us at info@petsmagnet.co.uk.

What is the Customer Support contact?
Office hours 9:00am - 4:30pm Monday to Friday (Bank Holiday opening hours may differ)

Tel: 01536 744 356

Email: info@petsmagnet.co.uk

 

5. Returns & Refunds

Can I return my order?
Yes, you have the right to return up to 30 days after the dispatch date of the item.

Please visit our Returns and Refunds page for further information.

How to return an item
You can return any item by simply posting the item back to us after notifying your return intentions. You have to keep the item and its original packaging intact and accompanied by a written explanation of the return reason. Please note that you will need to pay the return fees in case you have initially opted for a Free Delivery.

You have to send the item to the following address and also keep a proof of postage:

PetsMagnet
16 South Folds Road,
Corby, Northamptonshire, NN18 9EU

Please visit our Returns and Refunds page for further information.


Can I get a refund?
You have the right to receive a full refund up to 30 days after the dispatch date of the item. However, if you have requested a cancellation but the order has already been dispatched,  we won’t be able to cancel and refund the order.

Please also note that we can’t proceed with the refund or return of the following items:

  • Items that have been open or used
  • Faulty or unfit for purpose
  • Perishable items like temperature controlled food
  • Labelled products like flea and worming treatments

Please visit our Returns and Refunds page for further information.

How to get a refund
As soon as we receive your return, our team will analyse the case and send you an email to confirm your refund to the card used to make the purchase.

How long does it take the refund?
Please note that the whole refund process can take up to 14 working days. If after that timeframe you haven’t received your refund, we suggest contacting your bank.

 

6. Other Service Advice

I have more questions
If the answer to your question is not here, please email us at info@petsmagnet.co.uk

Help Us
We try to improve every day as we grow. If you have any comments or suggestions that would help us to be better and improve our service, we want to hear from you:

PetsMagnet
01536 744 356
info@petsmagnet.co.uk