1. Browse our products and add items to your cart
2. Review your items and quantities
3. Enter your shipping address (UK, Germany, or Netherlands only)
4. Select your payment method (credit card, PayPal, Apple Pay, etc.)
5. Review your order and confirm checkout
6. You'll receive an order confirmation email immediately. Keep this email until you receive your package and verify it's correct.

We accept:
• Credit cards (Visa, Mastercard, American Express)
• Debit cards (Visa, Mastercard)
• PayPal
• Apple Pay
• Google Pay

All payments are processed securely through encrypted payment processors. We never store your full card details on our servers. Your payment information is protected by industry-standard encryption.

Orders can only be cancelled for a full refund before shipping begins (typically within 24 hours of placing your order).

To cancel, contact us immediately at support@petcareville.com with your order number. We'll check the status and process a refund if possible.

Once your order ships, cancellation is not possible. However, you can return the item within 30 days of delivery if it's damaged, incorrect, or unused (see Return Policy).

We currently offer FREE SHIPPING to the UK, Germany, and Netherlands only. Our fulfillment and logistics network is optimized for these three countries to ensure reliable delivery and support.

If you're located outside these countries, you cannot place an order at this time. Check back later as we plan to expand our shipping regions.

Shipping is completely FREE on all orders to the UK, Germany, and Netherlands—no minimum purchase required.

There are no hidden shipping fees. The price you see at checkout is your final price (before any currency conversion by your bank).

Delivery times vary by destination:

• United Kingdom: 7–10 business days
• Germany: 8–12 business days (may include customs clearance)
• Netherlands: 7–10 business days

These timeframes are from shipping date, not from order date. Processing typically takes 1–2 business days before your order ships. Public holidays and weekends don't count as business days.

Yes! Once your order ships, we send you an email with:
• Your tracking number
• Carrier name
• Link to track your package in real-time

You can click the link to see exactly where your package is and when it's expected to arrive. Tracking updates are typically available within 24 hours of shipment.

Most late deliveries are due to customs clearance (especially Germany) or carrier delays. Here's what to do:

1. Check your tracking—most delays show in the tracking status
2. Wait 5 days past the estimated delivery date (delays up to 5 days are normal)
3. After 5+ days late, contact us at support@petcareville.com with your order number and tracking number
4. We'll investigate with the carrier and offer a replacement or refund if the package is lost

See our Shipping Policy for full details.

This occasionally happens with carrier delivery. Here's what to do:

1. Check with neighbors, building managers, or relatives (package may be left nearby)
2. Contact your local postal service to ask if the package was misdelivered
3. Request a "non-delivery confirmation" from the postal service
4. Email us at support@petcareville.com with the non-delivery confirmation
5. We'll issue a full refund or replacement

Important: We may request the non-delivery certification from your postal service before processing the refund.

You have 14 calendar days from delivery to return items (EU consumer law).

For damaged, incorrect, or missing items:
• Report within 30 days with photos/video evidence
• We provide free return shipping
• You receive a full refund or replacement

For other returns (unwanted items):
• You have 14 days from delivery
• Items must be unused and in original packaging
• You pay for return shipping
• Full refund issued upon receipt of return

Items NOT eligible for return:
• Used, damaged, or opened by customer
• Preorder or custom-made items (after payment)
• Items older than 90 days from purchase

See our Refund Policy for complete details.

Free return shipping IF:
• Item arrived damaged, incorrect, or missing
• We provide a prepaid return label

You pay return shipping IF:
• Returning an unwanted item (14-day withdrawal)
• You cover the cost of shipping the item back

Contact us first at support@petcareville.com and we'll clarify who pays for your specific return.

Once we approve your refund:

• We process it within 14 days of receiving your return or approving your claim
• Your bank takes an additional 5–10 business days to credit your account
• Total time: typically 14–24 days from approval

Refunds are issued to your original payment method. Your bank controls how quickly it appears in your account.

Report damage or defects within 30 days of delivery by emailing support@petcareville.com with:

• Your order number
• Clear photos or video showing the damage
• Description of the problem

We'll review your evidence within 5 business days and offer either:
• A full refund, or
• A free replacement shipped at our expense

You don't need to pay for return shipping for damaged items.

Yes. All PetCareVille products are sourced from reliable suppliers and are authentic and genuine.

• Products must be of satisfactory quality and fit for purpose
• Consumer protections apply: UK (6 years), EU (6 months minimum)
• If you have safety concerns or suspect a defect, contact us immediately at support@petcareville.com

We take product quality seriously and will investigate any concerns.

If an item is out of stock, you have options:

1. Pre-order the item (see product page for expected availability date)
2. Receive an email when item is back in stock
3. Choose an alternative product instead

We'll contact you within 24 hours if your order contains out-of-stock items so you can choose which option you prefer. No charge is made until the item is confirmed in stock and ready to ship.

All products are covered by consumer protection rights:

• United Kingdom: 6-year liability for defective products (Sale of Goods Act)
• Germany & Netherlands: 6-month presumption of fault (EU law)

Some products may also include manufacturer warranties. Check the product page for details. Manufacturer claims should be directed to the manufacturer, not PetCareVille.

No. Guest checkout is available—you can order without creating an account.

However, creating a free account has benefits:
• Faster future checkouts (we save your address)
• Easy order tracking and history
• Automatic refund/return updates via email

It's optional—choose whatever is most convenient for you.

We take data privacy seriously:

• SSL encryption protects all data in transit
• We don't store full credit card details
• We comply with UK GDPR and EU GDPR
• Your data is used only for order fulfillment and customer support
• We never sell your data to third parties
• You can request, access, or delete your data anytime

For full details, see our Privacy Policy.

Yes. petcareville.com uses industry-standard security:

• SSL/TLS encryption (look for the padlock in your browser)
• PCI DSS compliance for all payment processing
• Regular security monitoring and updates
• Trusted payment processors (Stripe, PayPal)

If you notice any suspicious activity, contact us immediately at support@petcareville.com.

Yes. For bulk or business orders, email support@petcareville.com with:

• Subject line: "Wholesale Inquiry"
• Product SKUs or product names
• Quantities needed
• Your business details

We'll respond within 48 business hours with pricing and availability.

Email us anytime at: support@petcareville.com

Response time: Within 24–48 business hours
Business hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)
Closed: Weekends and UK public holidays

For faster service, include:
• Your order number in the subject line
• Clear description of your issue
• Photos/videos if reporting damage

See our Contact Page for more ways to reach us and additional support resources.

We take complaints seriously. Here's our process:

Step 1: Contact us at support@petcareville.com with details
Step 2: We respond within 48 business hours with a solution
Step 3: If unresolved, we offer mediation
Step 4: You can then contact consumer protection authorities in your country

See our Terms of Service for full dispute resolution details and consumer resources by country.

IMPORTANT: Do NOT return items without authorization.

Here's the correct process:

1. Email us at support@petcareville.com requesting a return
2. We'll review your request and send you a return authorization with:
• The return address
• Return shipping instructions
• Your authorization number
3. Send the item to the address provided (using the authorization number as reference)

Unauthorized returns may not be eligible for refund. Always get authorization first.