Quick answers to the questions we hear most. If yours isn't here, email info@pethous.com and we'll reply within 1 to 2 business days.
Delivery
How much is delivery?
Standard delivery is free on every UK order, with no minimum spend.
How long will my order take?
We dispatch orders within 1 to 3 business days of payment, and most orders arrive within 4 to 7 business days of being placed. Orders placed at the weekend or on a public holiday are processed on the next business day.
Do you deliver outside the UK?
Not at the moment. We deliver to addresses in the United Kingdom only.
How do I track my order?
We email you a tracking number as soon as your order is dispatched. You can also see all your orders and tracking links under My Orders, using the email address you ordered with.
Why did my order arrive in more than one parcel?
Different items can be sent separately, so one order may arrive in more than one parcel and on different days. Your tracking email covers each parcel.
My order hasn't arrived. What should I do?
If your order hasn't arrived within 14 days of being placed, email us with your order number. We'll check with the carrier and either resend your order or refund you.
Returns and refunds
Can I return something?
Yes. You can return unused items within 30 days of delivery, including discounted items. You also have a legal right to cancel within 14 days of receiving your order, for any reason.
How do I start a return?
Email info@pethous.com with your order number. We'll reply with the return address and instructions. Please wait for our reply before sending anything back.
Who pays for return postage?
If you've changed your mind, you pay the return postage. If an item is faulty, damaged or not as described, we cover it.
When will I get my refund?
Within 14 days of us receiving the item, or of you sending proof of postage, whichever is earlier. The refund goes back to your original payment method.
My item arrived damaged or faulty.
Sorry about that. Email us within 30 days of delivery with your order number and a few photos, and we'll send a replacement or give you a full refund.
Full details are in our Refund Policy and Shipping Policy.
Choosing the right product
How do I pick the right bed size?
Measure your pet lying in their usual sleeping position, from nose to the base of the tail, then add 10 to 15cm. Pets who curl up tightly can usually go a size down. Our dog bed size guide walks you through it, and every product page lists exact measurements.
Should I choose a cave, basket or tent bed for my cat?
Cats who like to hide usually prefer a cave or enclosed bed, while cats who sprawl tend to prefer an open basket. Our guide to cat bed types compares them side by side.
Are the beds machine washable?
Most of our beds have a washable cover or can be washed whole. Care instructions are on each product page.
Are your toys safe for my pet?
Our toys are made for pets, but no toy is indestructible. Supervise play, check toys regularly for wear and take them away once they start to come apart.
Orders and payment
Which payment methods do you accept?
You can pay by debit or credit card, PayPal or Shop Pay. Any other express options available on your device are shown at checkout.
Can I change or cancel my order?
Email us as soon as possible with your order number. If the order hasn't been dispatched yet, we'll do our best to change or cancel it. If it has already been sent, you can return it once it arrives.
I entered the wrong address. Can you fix it?
Email us straight away. We'll try to correct it before dispatch.
About us
Who is Pet House?
Pet House is a trading name of BIGMART LTD, a company registered in England and Wales (company number 16983823), with its registered office at 128 City Road, London EC1V 2NX. Read more about Pet House.
How can I contact you?
Email info@pethous.com or call +44 7490 629199. You'll find all our details on the contact page.