Parcel Pets - Help Desk

At Parcel Pets we take pride in offering our customers the best possible service to enhance their online shopping experience. Our Help Desk provides you with additional information and answers to your frequently asked questions.

Your FAQ’s

How do I place an order?
How can I pay?
When will payment be taken for my account?
What are the delivery charges for my order?
What if my order arrives damaged or is faulty?
What happens if my order is late or lost?
What happens if I receive an incorrect item or an item is missing?
How can I return my order or product?
How can I cancel my order?
Can I place my order by phone?
Is your site a secure and safe place to shop?
How can I complain?

Parcel Pets Service Information

I’m unable to Log-In.
Can I track my order status?
I’d like to change my password.
I’d like to change my personal info.
I’d like to talk to someone about my order.
How do you protect my privacy?

How do I place an order?
First create an account with Parcel Pets and then you are free to browse through massive range of quality pets products and choose the item or items you’d like to purchase. You simply add these items to you shopping basket and either carry on shopping or proceed to our checkout area and securely pay for your order.

How can I pay?
You can pay online via our secure server we accept most major debit/credit cards or you can pay through PayPal.
To help protect our customers from credit and debit card fraud we have upgraded our systems to incorporate the latest credit/debit card authentication measure called 3D secure. This means that if your bank or card provider participates in the 3D secure scheme you will be asked to create a password, or enter your password if you have already created one. This password will be confirmed by your bank or card provider. Not all cards are enabled for this facility and if this is the case you orders will continue to be handled using our secure encrypted systems.
If you have any queries please call 08459572751.

When will payment be taken for my account?
Payment will be taken immediately that your order as been authorised and processed.

What are the delivery charges for my order?
Free delivery* on orders over £40, (excludescat litter) less than most of other pet supplies websites.
* Free delivery is not available on orders with heavy cat litter orders or Cat Litter items.
Prices for delivery for start from £2.70 for single small items.
For most orders we charge £4.90 for each parcel up to 29kg. If the order is over £40 in value and the order is not made up catlitter then we offer free delivery on the first parcel. If the total weight of the order is over 29kg including packaging we only charge for any additional parcels.
An exceptionally large item such has flat pack rabbit hutches or large bird cages may attract a delivery surcharge. If this surcharge applies to a product it is clearly marked on the detailed product information page.
If when you reach the checkout page you think we have not calculated the delivery charge correctly then feel free to contact us by email at: support@pets2home.co.uk or by telephone on: 08452579751 and we will deal with each order on it's own merits.
Please click here to view all delivery options.

What if my order arrives damaged or is faulty?
If an item or items or found to damage on delivery please reject these items and return to the driver. If an item or items are found to be damaged or faulty when opening your delivery please contact us within 48 hours of delivery and we will happily help to resolve the problem and replace the products. Please note items not reported within 48 hours of delivery cannot be guaranteed to be replaced. This does not affect your statutory rights.

What happens if my order is late or lost?
Please log into your Parcel Pets account and check to see if it as been despatched. If one or more of your ordered items are out off stock we will always endeavour to inform you within 24 hours of you placing your order. If your order as not arrived within our usual time frame of 3 working days please inform us by email and we will chase up delivery status with our parcel carrier.
Alternatively telephone 08452579751 to check your order status.

What happens if I receive an incorrect item or an item is missing?
If you have received the wrong item in error please contact us by email within 48 hours after delivery. We then can make arrangements to have the item returned and the correct item delivered.

How can I return my order or product?
You can return any item to us within 30 days of its purchase date under our “No nonsense Guarantee" providing it is unopened and in its original resalable condition for a full refund of the price you paid for the item.
Please contact us to arrange and confirm your return prior to returning your order or items. Include your original invoice or a note with your Parcel Pets order number along with your name and address so that we can identify who return belongs to. Refunds are normally processed within two weeks of the item being received.
Please note that postage and packaging costs are not refundable and the cost of returning unwanted orders or products are to paid for by the customer.

How can I cancel my order?
You can cancel your order at any time within 7 days of placing it, obviously if your order as already been processed and despatched we will be unable to stop it being delivered but you can then return to the goods to us under our “No nonsense guarantee”.
Please contact us stating your Parcel Pets account number and order number and we will cancel your order.

Can I place my order by phone?
To place an order by telephone call 08452579751 and one of our operators will help you.

Is your site a secure and safe place to shop?
Parcel Pets does everything it possibly can to protect its customer’s information and help keep all transactions safe and secure for your peace of mind.
Our site is hosted on a secure server and we have our own GeoTrust 256 bit enabled SSL certificate.
GeoTrust's are utilizing the highest level of encryption or security possible. This means you can rest assured that communications (e.g. credit card numbers) between your browser and this site's web servers are private and secure when the SSL session is activated.

How can I complain?
If you need to complain about your Parcel Pets order, products or service please don’t hesitate to contact us via email or telephone by calling 08459572751and we will endeavour to resolve your issue as quick as possible.
We value our customers and believe by listening to them we can continue to deliver the best levels of customer service.

Parcel Pets Service Information

I’m unable to Log-In.
If you have forgotten your password click here to get a reminder sent to your email address.
Also check that you have entered your email address correctly as this is also a common cause of user not being able to log-In.
If you are still experiencing difficulty logging on to your Parcel Pets account, cut and paste your password rather than typing it.
Parcel Pets passwords are also case sensitive. Lower case l's and Upper case I's may look the same but to a computer they are totally different.
Once you have logged into your account you can change your password to something that is easier for to remember.

Can I track my order status?
Log into your Parcel Pets account to view your order history and check the status of your order and whether that your order has been processed or despatched.
Alternatively telephone 08452579751 to check your order status.

I’d like to change my password.
To change your password log in to your Parcel Pets account and choose the “change my password” option.
If you forget your password click the Forgotten Password link on the log in page. A new password will be sent to the email address listed for your Parcel Pets account.
You can then log in using the new password sent to you and keep or change it to a new password of your own choice.

I’d like to change my personal info.
To change your personal information like your email address, billing and delivery addresses, pet information log into your Parcel Pets account and choose “My Account”. You can also view your Order History, Favourite Items, Held Items and Find a Product from this page.
Please note any changes of address will not alter for orders currently being processed.

I’d like to talk to someone about my order.
For enquiries about order processing and despatch schedules, payment methods, or if you require help on how to use your account please contact us here via email.
For information that is not available in the Help Desk or you’d like to speak to someone in person please gives call on the following number 08459572751.

How do you protect my privacy?
Please click here to view our privacy policy.

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