Thank you for shopping at Pet’s Up Market. We hope you are pleased with your purchase, however, in the unlikely event you need to return something we will be happy to offer a refund.

If we have delivered the incorrect item to you, your purchase has arrived damaged or if a product becomes faulty within 12 months of purchase, we will arrange to collect and replace or to refund the item.

When shopping, please take time to make your selection, double checking you have the right size dog treat. Unfortunately, any postage costs incurred to return a product that has been incorrectly ordered are at the expense of the customer. We will not be able to issue refunds for products maliciously damaged.

 

Shipping and Fees

Enjoy free shipping on all orders over £30*.

For orders under £30 a charge of £3.99* will be made at checkout.

 

*All orders are subject to surcharges; your final delivery charge will be shown at the checkout. See Shipping Surcharges for more information.

Using Royal Mail, we aim to offer same day dispatch, 5 days a week.

This applies to orders placed before 12pm, and is subject to stock availability.

Please note that certain weather conditions and busier periods may slow your order down, so please always allow 48 hours from dispatch for your order to arrive. If you live in the Scottish Highlands and Islands, please also allow extra time for delivery.

 

Delivery Day

Please remember that home deliveries may need to be signed for and we kindly inform you that it is your responsibility to ensure someone is at home. If no-one can receive the order and delivery isn’t possible then we respectfully reserve the right to apply further delivery charges should you require us to resend your order.

When accepting your Pet’s Up Market delivery please ensure the number of parcels you receive matches the consignment note. Any shortages should be marked on the note and also sent through to us hello@petsupmarket.com within 3 days of delivery.

Please then check your delivery. If the box or contents are damaged, please mark the consignment note as ‘damaged’ or if you are unable to check, simply mark as ‘unchecked’. Please retain the original packaging in case you need to return your purchase.

 

Incorrect Goods

It is very important to us that you receive your order in perfect condition. However, if something does arrive damaged or faulty, or an item is missing, please let us know right away. Simply email at hello@petsupmarket.com.  Or call +44 (0) 1255 442920 and we will work quickly to rectify the issue. 

 

Refunds and Cancellations

We hope you are happy with your order but if for any reason you need to return something, we are here to help.

If you would like to cancel your order, please let us know as soon as possible at hello@petsupmarket.com. Please note orders that have been dispatched cannot be cancelled. In this case, please wait to receive the order and then follow our returns process below.

 If you change your mind, you have 14 days to return an unopened product, at your cost, for a full refund. Please return your items to:

 

3 Brunel Road, Gorse Lane

Industrial Estate, Clacton on Sea, Essex, CO15 4LU.

United Kingdom

 

For Your information Pet’s Up Market don’t send parcels on the following days:

 

• Good Friday

• Easter Sunday

• Easter Monday

• Early May Bank Holiday

• May Bank Holiday

• Summer Bank Holiday

• Christmas Day

• Boxing Day

• New Year's Day