Thank you for shopping at Pets Otte. We hope you are pleased with your purchase, however, in the unlikely event you need to return something we will be happy to offer a refund.
If we have delivered the incorrect item to you, your purchase has arrived damaged or if a product becomes faulty within 12 months of purchase, we will arrange to collect and replace or to refund the item.
When shopping, please take time to make your selection, double checking you have the right size and colour before placing your order. Unfortunately, any postage costs incurred to return a product that has been incorrectly ordered are at the expense of the consumer. We will not be able to issue refunds for products maliciously damaged.
Pets Otte do not accept liability for any lost or unclaimed orders when provided with an incorrect delivery address or contact information. By placing an order with Pets Otte, you accept full responsibility for ensuring orders contain the correct information. Please carefully check your order confirmation email and if you believe any details are incorrect, please notify our customer service team immediately.
Enjoy free DPD next day anytime delivery on all orders over £59*.
For orders under £59*, a charge of £6.99* for delivery will be made at checkout.
For weekend deliveries, please be sure to select the appropriate day at checkout.
Need a morning delivery? We offer a morning delivery option 7 days a week, arriving between 7am and 12pm. For orders over £59*, a charge of £3.99* will apply and for orders under £59*, a charge of £9.98* will apply at checkout
*All orders are subject to surcharges; your final delivery charge will be shown at the checkout. See DPD Delivery, Surcharges and Exclusions below for more information.
Using DPD couriers, we aim to offer same day dispatch, 7 days a week.
This applies to orders placed before 5pm on weekdays and before 2pm at weekends and is subject to stock availability.
Please note that certain weather conditions and busier periods may slow your order down, so please always allow 48 hours from dispatch for your order to arrive. If you live in the Scottish Highlands and Islands, please also allow extra time for delivery
Please note: gift vouchers will be packed and shipped separately to other items within the order. Gift vouchers will be shipped via Royal Mail first class only.
You will receive a text or email from DPD the day before delivery and then again on the day, with a 1-hour slot. Please remember that home deliveries may need to be signed for and we kindly inform you that it is your responsibility to ensure someone is at home. If no one can receive the order and delivery isn’t possible then we respectfully reserve the right to apply further delivery charges should you require us to resend your order. Should no one be available when delivery is attempted, DPD will redirect your parcel to a local, DPD approved pick up shop. DPD are not able attempt delivery more than once.
Please note that DPD’s delivery service also has options to change the date of delivery or to have parcels left in a safe place/with a neighbour should you not be around to accept delivery.
When accepting your Pets Otte delivery, please check this immediately. If the box or contents are damaged, or you are missing items, please reach out to our customer service team. All damages and missing items must be reported within 3 days. Please retain the original packaging in case you need to return your purchase.
Please then check your delivery. If the box or contents are damaged, please mark the consignment note as ‘damaged’ or if you are unable to check simply mark as ‘unchecked’. Please retain the original packaging in case you need to return your purchase.
Due to the gross weight and size of some of the products available on our website, we reserve the right to add an additional delivery and handling fee to your order total. This reflects the additional costs incurred from DPD and will be automatically calculated at checkout. Any orders over £59 qualifying for free delivery which include these products will be liable for the additional fees.
The products include but are not limited to; Frozen Pet Food, Cat Litter, Wood Shavings & Hay.
All frozen products will incur a packaging surcharge of £3.99 per box. Frozen orders are delivered Tuesday – Friday only.
The surcharges for Cat Litter, Wood Shavings & Hay vary per item, please check delivery and collection on the product page for more information.
Courier surcharges are also applied at the checkouts for the following postcodes and are shipped on a 48-hour service:
AB35, AB36, AB37, AB38, AB55, AB56, FK17, FK18, FK19, FK20, FK21, HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9, IM, IV1, IV2, IV3, IV4, IV5, IV6, IV7, IV8, IV9, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV29, IV30, IV31, IV32, IV33, IV34, IV35, IV36, IV37, IV38, IV39, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV50, IV51, IV52, IV53, IV54, IV55, IV56, IV60, IV61, IV62, IV63, KA27, KA28, KW1, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17, PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA39, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA50, PA51, PA52, PA53, PA54, PA55, PA56, PA57, PA58, PA59, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA80, PH1, PH2, PH3, PH4, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50, ZE1, ZE2, ZE3
Unfortunately due to Brexit we are unable to ship to Northern Ireland.
Save on delivery costs for those smaller orders with our Royal Mail 48 hour delivery service and receive your order within 2-5 working days to the UK. Exclusions may apply, see Royal Mail Delivery, Surcharges and Exclusions below for more information.
Enjoy free Royal Mail delivery on all orders over £30.
Using Royal Mail couriers, we aim to offer same day dispatch Monday – Friday. This applies to orders placed before 3pm and is subject to stock availability. Royal Mail Couriers do not operate on Sundays.
Certain weather conditions and busier periods may slow your order down, so please always allow 5 working days from dispatch for your order to arrive.
Please note: gift vouchers will be packed and shipped separately to other items within the order. Gift vouchers will be shipped via Royal Mail only.
Some products may be excluded from Royal Mail shipping due to size and weight restrictions. See Royal Mail Delivery, Surcharges and Exclusions below for more information.
You will receive a text or email from Royal Mail on the day of dispatch to confirm your tracking number and delivery date for the order and then again on the day of delivery, with a 2-4 hour slot.
Please remember that home deliveries may need to be signed for and we kindly inform you that it is your responsibility to ensure someone is at home. You may be able to advise Royal Mail of any safe places should you not be around to accept your order alternatively they will attempt a redelivery the following day. Should neither of these days be convenient, please request an alternative date via your Royal Mail delivery email.
Your delivery will arrive with your daily post.
When accepting your Pets Otte delivery, please check this immediately. If the box or contents are damaged, or you are missing items, please reach out to our customer service team here All damages and missing items must be reported within 3 days. Please retain the original packaging in case you need to return your purchase.
Due to the gross weight and size of some products on our website, we may not be able to offer Royal Mail shipping on orders containing these items. The products include but are not limited to; Frozen Pet Food, Cat Litter, Wood Shavings & Hay, Hutches and Tanks.
Unfortunately, due to Brexit, we are unable to ship to Northern Ireland.
For your information, Royal Mail do not collect from us or deliver on Sundays.
DPD & Royal Mail do not collect from us or deliver on the following dates:
The Pets Otte repeat delivery service allows you to schedule your order with no minimum spend and to repeat at a frequency of your choosing. We’ll then repeatedly deliver all the products you need on a regular basis.
How do I set up this service?
You can view your scheduled repeat order via your Pets Otte account page, where you will be given the option to amend the items, change the frequency of your delivery or cancel. Please note that any amendments must be made 24 hours prior to the repeat order billing. You will be billed automatically at 7am on the date the repeat order is scheduled for. All repeat orders will be scheduled for delivery via the courier of your choosing (Royal Mail or DPD).
Repeat orders with Royal Mail will be scheduled for delivery within 2-5 working days. Repeat orders with DPD will be scheduled for delivery the following day (including weekends where additional delivery charges may apply*). See Delivery & Fees above for more information.
If you have any questions regarding our repeat order service, please reach out to our customer service team.
It is very important to us that you receive your order in perfect condition. However, if something does arrive damaged or faulty, or you don’t receive all the items from your order, please let us know right away. Simply email us here or call 0133 2460 152 and we will work quickly to rectify the issue. We reserve the right to collect any faulty, damaged or incorrect goods at no charge to you prior to a refund or replacement being issued.
We hope you are happy with your order but if for any reason you need to return something, we are here to help.
Please note: all sales of personalised or custom-made goods such as tags and gift vouchers are final upon checkout.
If you would like to cancel your order, please let us know as soon as possible here. Please note, orders that have been dispatched cannot be cancelled. In this case, please wait to receive the order and then follow our returns process below.
The easiest way to return your order is at your local Pets Otte store, within 14 days of receipt. Simply bring along the goods with the original invoice and our instore team will accept the items. While the team will not be able to exchange or refund your item instore, they will immediately notify the online team to issue the refund. You won’t need to do anything further and you’ll receive an email confirmation once the refund has been processed.
Alternatively, you can return your order via post for a refund, excluding any original postage charges, but do note that all delivery fees to return an order are at the cost of the consumer. Please reach out to our online customer service team here for your return reference number and ensure the goods are returned in their original packaging within 14 days of receipt.
If you have any questions regarding returning an online order, please do reach out to our customer service team.
We believe we offer the tastiest, most nutritious range of foods for your pet. That’s why we’re proud to offer a no-quibble money-back guarantee on our most trusted brands.
If you or your pet aren’t 100% satisfied with your new food choice, we’ll provide a refund. Plus, you can keep the open bag to pass to a friend or donate to a local animal shelter. Please note, your no quibble claim needs to be made within 30 days of purchase. We are unable to refund delivery charges for orders containing items not subject to the money-back guarantee. To claim a refund, please contact our friendly customer service team. We reserve the right to collect any unopened products claimed under the money-back guarantee at no charge to you prior to a refund being issued.
This ‘great taste guarantee’ applies to the following brands only:
Enjoy the convenience of same day delivery from our participating stores* with Deliveroo for those urgent and essential orders.
Once your order is placed through Deliveroo, their rider will seamlessly collect from your nearest participating store* and deliver your pets goodies straight to your door.
We work closely with the team at Deliveroo, to ensure that we are maintaining our dependable and high quality service but if an item does arrive missing, damaged or faulty, we kindly ask that you reach out to the Deliveroo customer care team who are on hand to help resolve any problems quickly. Should you need to return an item for any reason, please register your return on your Deliveroo account prior to returning your item to your local store. Once the item is returned to our store, Deliveroo will process any refunds due. Please note, that our in store and online teams are not able to issue any refunds or replacements for Deliveroo orders.
All Deliveroo orders are covered by the Pets Otte money back guarantee.
*Please note: Deliveroo is only available in the Brighton and Richmond-Upon-Thames area.
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