FAQs

Placing an Order

Q. Do I have to create an account to buy things at Dependable Pets?

A. Feel free to take a look around Dependable Pets without an account, but if you spot something you'd like to buy you'll be asked to sign in or create an account before you check out. You can of course check out as a guest. If you have an Dependable Pets account then you can log in using the same account details.


Q. Is there a minimum spend?

A. No, there is no minimum spend when shopping at Dependable Pets.


Q. Can I edit or cancel my order once it has been placed?

A. You cannot edit your order once it has been placed but you are able to cancel your order up until the point it is dispatched. Simply log in to Dependable Pets.com and select 'Your Orders' from 'Account Settings'. You can view or cancel any orders waiting to be dispatched.


Q. Which payment methods do you accept?

A. We accept Visa, MasterCard, Visa Debit/Delta, Switch and Paypal.


Q. Why isn't my card working?

A. It could be that some of the details haven't been entered correctly, we don't accept that type of card, or you've recently cancelled your card. If you're still having problems, you may need to get in touch with your card provider to find out why.


Q. How do I enter a voucher code?

A. Once you reach the checkout there will be a box to enter your voucher code. Please do not leave any spaces between the characters when typing the code.


Q. Can I add a voucher after I've placed an order?

A. Unfortunately not, voucher codes need to be added as you check out.


Q. Why isn't my voucher working?

A. It may be that you are entering the voucher code incorrectly. Make sure there are no spaces between the characters of the code or call 0845 257 7387 we’ll be happy to help.


Q. Where can I find details of my order?

A. Orders past and present can be found in the 'Your Orders' section of 'Account Settings'


Q. Can I order over the phone?

A. Afraid not - we're an online-only business so all orders must be placed through our website. For a better idea of what it's like to shop with us, take a look at our website walkthrough.



Delivery

Q. Is there a delivery charge?

A. Delivery is FREE when you spend £29.99 or more.


Q. How can I add a new address to my account?

A. You can add or change an address in the 'Delivery address book' section of 'Account Settings.'



Refunds & Returns

Q. Can I get a refund?

A. Of course. You have up to 28 days to ask for a refund, or two years if the item is damaged or faulty. You must give us a call first 0845 257 7387 for us to process your refund and advise you of the best way to return your item.


Q. Are there any items that can't be refunded?

A. Unfortunately, we can't offer a refund for the following items unless they were incorrect or faulty: personalised or made-to-measure items, perishable goods.


Q. Why haven't I received my refund yet?

A. If you haven't received your refund please get in touch with us. Email us at hello@dependablepets.com or call us on 0845 257 7387- we're here 09:00-18:00 five days a week


Q. How long will it take to process my refund?

A. We'll try to process your refund within three working days, but it may take up to 10 working days to appear in your account.


Q. Do you sell raw or frozen food?

A. Unfortunately not, however we are constantly developing our range so we hope this is something we will be able to offer in the future.


Q. Do you sell prescription medicines?

A. No, please see your vet for any form of medications for your pet.


If you have any other questions about shopping with us, please don't hesitate to email us at hello@dependablepets.com or give us a call on 0845 257 7387.