FAQs

Frequently Asked Questions (FAQs)

1. Where do you ship from?

We ship all orders from our UK-based warehouse located in London. This allows for fast and reliable shipping across the United Kingdom.

2. Do you ship internationally?

Currently, we ship across the UK. For international orders, please contact our support team to check availability and shipping rates to your region.

3. How long does delivery take?

  • Standard Shipping (UK): 2–4 business days

  • Express Shipping (UK): 1–2 business days
    Delivery times may vary during holidays or peak seasons.

4. How can I track my order?

Once your order is shipped, you’ll receive a confirmation email with a tracking number and a link to follow your parcel in real time.

5. What is your return policy?

You have 30 days from the delivery date to return your item. The product must be unused, in its original condition and packaging. For more details, visit our Return & Refund Policy.

6. My item arrived damaged or incorrect. What should I do?

We’re so sorry! Please email support@zonepetz.com within 7 days of receiving your order, and include a photo of the item. We’ll send a replacement or issue a refund right away.

7. Can I cancel or change my order after placing it?

Yes — but only if you contact us within 12 hours of placing the order. After that, your order may already be in processing or shipped.

8. Do you offer free shipping?

Yes! We offer free standard shipping on all UK orders over £40. Check our homepage banner or promotions page for current offers.

9. What payment methods do you accept?

We accept major payment methods including:

  • Visa / Mastercard

  • American Express

  • PayPal

  • Apple Pay

  • Google Pay

All transactions are secured and encrypted.

10. Is my information safe with ZonePetz?

Absolutely. Your data is protected under the UK GDPR and our Privacy Policy. We use secure encryption technology and never sell your personal information.

11. How can I contact customer service?

You can reach us anytime via:

  • 📧 Email: support@zonepetz.com

  • 📞 Phone: +44 20 7946 0857

  • 🕒 Business Hours: Monday to Friday, 9AM – 5PM (UK Time)