Frequently Asked Questions

If it's your first visit, let's make it easy for you: just choose the products you like, add them to your cart, and when you're ready, click on the checkout basket. At the checkout page, simply create an account with your details for a seamless experience. We'll send an OTP to your mobile for verification. Once that's done, select your payment method, agree to our terms & conditions, and you're all set for the final checkout. Account creation and OTP are only needed for your first time. Happy shopping!

Our website may have occasional updates or the item might be temporarily out of stock, but don't worry, we recommend checking back later, as our inventory is regularly replenished or you can put in a request and we'll keep you informed when it's back in stock.

For any queries, mail us on customerservice@thepetshop.com. We're always here to assist you!

If you're experiencing any issues, there might be a glitch in our system that needs our attention. Don't hesitate to reach out to us at on customerservice@thepetshop.com. We're always here to assist you!

We frequently run promotions, deals and free gifts on selected items. Stay connected with us on social media and subscribe to our newsletter to receive updates on our new products and exclusive offers.

If you want to add an item to an existing order, please email us on customerservice@thepetshop.com with your Order Number and we can update your order for you.

You can pay through Cash on Delivery or with your Credit card or Debit card, including Visa and Mastercard. Please be aware that we no longer accept cheques as a mode of payment.

Please click on Forgot Password and follow the instructions sent to your email address to reset your password. If you are facing any further challenges, email us on customerservice@thepetshop.com. We're here to assist you!

For damaged items, please email us on customerservice@thepetshop.com. We will take your details and arrange for an immediate replacement.

If you wish to return a product, please email us on customerservice@thepetshop.com.

All returns or exchanges should be completed within 14 days and with a receipt or order confirmation. No cash refunds will be given on returned or exchanged item.

Please note that we do not accept product returns that are altered in any way from their original purchase, used or bought on sale.

You can return your item(s) within 14 days from the date of delivery.

Items must be in their original packaging, unused, and unwashed condition with all tags and packaging intact.

Any item purchased on discount, used items and without the tags are excluded from the return policy.

Refund will take upto 14 working days to be processed, from the date of product being received by us.

We accept the returns of all items, except for items that are altered in form from their original purchase, used, items bought on sale, frozen items and Livestock

Please reach out to the customer service team via email on customerservice@thepetshop.com, or do live chat. Provide your order number and reason for return. They will guide you through the process.

Any item purchased on discount, used items and without the tags are excluded from any return policy.

Damaged Goods: Contact our customer service team within 7 days of receiving the damaged item. You can reach us at customerservice@thepetshop.com, or using our live chat. Provide your order number and a description of the damage.

Please include clear photos of the damaged product and the packaging in your communication. This helps us understand the extent of the damage and process your request more efficiently. Our team will guide you through the process for returning the damaged item, if necessary. Once we receive the damaged item and verify the issue, we will offer you a replacement or process a refund to your original payment method, based on your preference and availability of the product.

Expired Products: Contact our customer service team within 7 days of receiving the expired item. You can reach us at customerservice@thepetshop.com or via the live chat. Provide your order number and details of the expired product. Include a photo of the expired product, showing the expiration date clearly, along with any packaging or labeling if applicable. Our team will guide you through the process for returning the expired item, if necessary. After verifying the expiration, we will either send a replacement product or issue a refund to your original payment method, based on your preference and product availability.