Questions, answered.

Shopping for pet supplies should feel simple. Here you'll find clear answers about products, orders, payments, delivery, tracking, returns, and support. If you can't find what you need, contact us at contact@yourpethome.shop.

About YourPetHome

What is YourPetHome?

YourPetHome is an online-only store offering practical pet supplies for comfort, grooming, play, and feeding. We focus on products that make everyday life with pets easier and more enjoyable.

Where is YourPetHome based?

We're based in Sheffield, United Kingdom. We're an online-only store, meaning we don't have a physical retail storefront, showroom, or customer collection point.

Where do you deliver?

We currently ship to addresses within the United Kingdom only. We don't ship internationally, including to the Channel Islands, Isle of Man, or BFPO addresses.

Products

How do I choose the right product for my pet?

Check the product specifications carefully before ordering. Each product page includes dimensions, materials, care instructions, and intended use. If you're unsure, contact us at contact@yourpethome.shop.

Are products suitable for every pet?

Each product is designed for specific pets and sizes. Check the product description for suitability guidance. For example, beds may be designed for dogs up to a certain weight, and toys may be intended for cats or dogs.

Are your products medical or veterinary products?

No. Our products are pet supplies and accessories. They're not medical, veterinary, or therapeutic devices. If you have health concerns about your pet, consult a qualified veterinarian.

What should I do if a product becomes damaged?

Stop using the product immediately and contact us at contact@yourpethome.shop with your order number and photographs so we can review the issue.

Orders and Payments

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, major debit cards, PayPal, Apple Pay, Google Pay, Shop Pay, and other methods displayed at checkout.

Which currency does the store use?

All prices are displayed in GBP (£), including applicable UK VAT.

When will I be charged?

Your payment method may be authorised or charged when you confirm your order at checkout.

Can I change or cancel an order?

Contact us immediately at contact@yourpethome.shop. You can cancel your order within 1 hour of placing it. After this window, your order may already be processed for dispatch and cancellation may not be possible.

Shipping and Tracking

How long does processing take?

Orders are typically processed within 1–2 business days. Processing time doesn't include carrier transit time.

What delivery options do you offer?

• Free Shipping: 5–8 business days — Free
• Express Shipping: 3–5 business days — £4.99

Orders over £50 qualify for free standard shipping automatically at checkout.

How can I track my order?

Once dispatched, you'll receive a shipping confirmation email with a tracking number. You can also use our Track Your Order page.

My order is delayed. What should I do?

Contact us at contact@yourpethome.shop with your order number and we'll review available tracking information and assist where possible.

What happens if I entered the wrong address?

Contact us immediately at contact@yourpethome.shop. We'll make reasonable efforts to help, but address changes can't be guaranteed after an order has entered processing or has shipped.

My parcel says delivered but I can't find it. What should I do?

Check with neighbours, family members, or safe places around your property. If you still can't locate it, contact us at contact@yourpethome.shop within 7 days of the expected delivery date.

Returns and Refunds

Can I return an item?

Yes. Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods. You then have a further 14 days to return the item to us.

How do I start a return?

Email contact@yourpethome.shop with your order number and the items you wish to return. We'll provide instructions and the correct return destination.

Who pays for return shipping?

For standard customer-preference returns, the cost of return postage is your responsibility. For items that are damaged, defective, incorrect, or not as described, we'll cover the return shipping costs.

Do you charge restocking fees?

No. We don't charge restocking fees for returned items.

When will I receive my refund?

Once we receive and inspect your return, we'll process your refund within 5–7 business days. Refunds are issued to the original payment method used at checkout.

Is express shipping refundable?

No. The additional Express Shipping charge isn't refundable beyond the cost of the Free Shipping option.

Can I exchange an item?

We don't guarantee direct exchanges. If you need another product, you may return an eligible item and place a new order.

Are hygiene-related items returnable?

Due to hygiene and safety reasons, the following items are non-returnable once opened or used:

• Pet grooming brushes and combs (including gloves and bath brushes).
• Pet toothbrushes and dental care products.
• Pet feeding accessories, including slow feeder bowls and snuffle mats.
• Pet toys that have been chewed, played with, or otherwise used.
• Any product where the sealed packaging has been opened and can't be resold for hygiene reasons.

This doesn't apply to items that are damaged, defective, incorrect, or not as described.

Need more help?

If you can't find the answer you need, contact our support team at contact@yourpethome.shop or call +44 7446 316805. We're here Monday–Saturday, 9:00 AM–6:00 PM GMT.