We may use the personal information you provide to us for marketing research (including participating in surveys), product analysis and development, sales tracking, or to contact you for marketing or promotional purposes. We may contact you through various media including telephone, post, email, SMS, social media or webchat.
Please note that, we will never sell your personal information or disclose it to any other third party whatsoever.
How do I hear about all your great offers and new product launches?
You can keep up to date with everything happening here at PetBase by signing up for our newsletter. The link is at the bottom of the page. This will give you access to our latest promotions, blogs & articles as well as exciting new product launches.
Orders & Payments
Can I place an order over the phone?
If you would rather place an order over the phone. Please call us on 0330 1005375 and one of our customer service team will be able to help you.
How do I change or cancel my order?
If for any reason you would like to change or cancel your order we will do our best to help. Please contact us as soon as possible on 0330 1005375 or email us at email@example.com
What payment methods do you accept?
We accept most major credit/debit cards including Visa and Mastercard. We also accept payment via PayPal.
Why did my payment method fail?
If for any reason your order has not been accepted, you will receive an email from us detailing the reasons why.
Is your website secure?
We take great care to prevent internet fraud and to ensure that any data collected from you is stored securely and safely. Our website also has a SSL certificate installed which provides secure and encrypted communications to keep your payment data safe.
How much is delivery?
Standard UK delivery (2-4 working days) is £2.95 and free on orders over £50. If you are in a rush for your order we offer an Express Delivery option (4-6 working days) for £7.95.
If you would like more details regarding delivery then please visit our ourdelivery page.
How long does it take to receive my order?
Your goods are shipped via the Royal Mail or Hermes Monday to Saturday (excluding bank holidays).
For standard items, UK delivery typically takes around 2-4 working days from dispatch and you will receive an email from us once your order has left us and is on its way to you. We aim to dispatch all standard delivery orders within 2 working days however this is normally much sooner!
If you have selected Express Delivery, your order will be dispatched on the same day (orders placed by 2pm) and should arrive within 1-3 working days.
Do you ship internationally?
Unfortunately we do not currently ship outside of the UK, however this is something that we are looking into!
If you are looking to place an order from further afield then drop us an email and we will see if we are able to help.
Do you ship to PO boxes or BPFO?
Sorry we are unable to ship to PO boxes or BFPO.
What is your returns policy?
We offer a 30-day money back guarantee from the date of despatch. Please see our returns page for more details.
Do I have to pay postage on returned items?
If you have simply changed your mind you will be required to pay the return postage costs. You can find more details on this on our returns page.
My order has arrived damaged, what should I do?
To return or exchange an item where we are at fault, we will either refund you or replace your item free of charge. Simply notify us either via email or phone. Repack the item back into the original packaging. Then complete the returns section on the front of your invoice, and send it back to us. Remember to keep your proof of postage/receipt so that we can refund your delivery charges. Click this link to visit our returns page for more details.
How long does a refund take to process?
We will process the refund due to you as soon as we can and, in any case within 14 days of the day on which the goods have been returned us. Your refund will be credited to the original card you used to make the purchase, unless we have agreed otherwise.
I have a new puppy, what do I need to buy for them?
It can be quite daunting bringing home a new pooch for the first time. To make life easier we have set up a new puppy checklist to ensure you have everything you need! Click here to access the checklist.
What should I do if my pet is not well?
If you think that your pet might be unwell you will need to contact your local vet straight away. It’s worth checking your pet insurance policy as many offer a Vet advice line to contact which can be extremely helpful.
How do I unsubscribe from the newsletter/mailing list?
We would be sorry to see you go. At the bottom of every email sent from us there is a link which will allow you to unsubscribe from the newsletter.
How do I change my password?
If you go into ‘Your Account’ and ‘Account Details’ you will be able to amend your password here.
I have forgotten my password, how do I reset it?
Please contact us via email or phone and someone from our customer service team will be able to reset it for you.