At Healthy Pets Shop, we’re committed to providing premium pet care products and exceptional service to pet owners worldwide. Below you’ll find all the details about our shipping options and straightforward returns process.

Shipping Information

Order Processing Time

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to meet your needs:

1. Standard Shipping

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after dispatch
  • Cost: £12.95 (applied to orders under £50)
  • Tracking: Included

2. Free Shipping

  • Carrier: EMS
  • Delivery Time: 15-25 business days after dispatch
  • Available for orders of £50 or more
  • Tracking: Included

Note: Delivery times are estimates and may vary depending on destination and customs processing. We currently ship worldwide, excluding some Asian countries and remote areas.

Returns & Exchanges Policy

We stand behind the quality of our premium pet care products. If you’re not completely satisfied with your purchase, we offer a simple returns process within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To qualify for a return or exchange:

  • The item must be unused, in its original packaging, and in resalable condition
  • You must initiate the return within 15 days of receiving your order
  • The original proof of purchase must be provided

Non-Returnable Products

For health and safety reasons, we cannot accept returns or exchanges on:

  • Opened or used cat worming tablets & treatments
  • Opened flea & tick treatments for cats and dogs
  • Partially used containers of cat ear cleaner & eye cleaner products
  • Any pet supplements where the seal has been broken

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service within 15 days of receiving your order by emailing [email protected] with your order number and product details.
  2. Wait for approval – We’ll review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Package your return – Securely pack the unused product in its original packaging, including all accessories and documentation.
  4. Ship your return – Send the package to our returns center at:
    Healthy Pets Shop Returns Center
    85 St Stephen’s St
    Bristol, GB BS1S 8YN
    We recommend using a trackable shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Processing

Once we receive and inspect your return:

  • Refund method: Your refund will be processed to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after we receive your return
  • Bank processing: Depending on your financial institution, it may take an additional 2-5 business days for the refund to appear on your statement

Exchange Processing

For exchanges:

  • We’ll ship your replacement item within 1-2 business days after receiving your return
  • You’ll receive tracking information via email
  • Standard shipping times apply (10-15 days for DHL/FedEx, 15-25 days for EMS)

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged product or incorrect item received
  • We’ll arrange for a replacement or refund at no additional cost to you

Return Request Template

Use this template when contacting us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Healthy Pets Shop Customer Service,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Product details:
– Product Name:
– Reason for return/exchange:

Please advise on next steps. I look forward to your reply.

Best regards,
[Your Full Name]
[Your Contact Information]

Need Help?

Our friendly customer care team is here to assist you with any questions about our shipping or returns policy.

Contact us at:
Email: [email protected]
Phone: +44 (0)117 123 4567

Thank you for choosing Healthy Pets Shop for your pet care needs!