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, United States, or Singapore)
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 following countries:

• United Kingdom
• Germany
• Netherlands
• United States
• Singapore

We are continuously expanding our shipping regions. If your country is not listed, please check back later.

Shipping is completely FREE on all orders to the United Kingdom, Germany, Netherlands, United States, and Singapore—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: 3–7 business days
• Germany: 5–10 business days
• Netherlands: 5–10 business days
• United States: 5–12 business days
• Singapore: 6–12 business days

These timeframes start from the shipping date, not the order date. Order processing usually takes 1–3 business days. Weekends and public holidays are not counted 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.

We offer a 30-day return policy from the date you receive your order.

You may request a return or refund if:
• The item is damaged, defective, incorrect, or missing
• The item is unused and returned within 30 days (change of mind)

All return requests must be submitted by email before sending anything back.

We cover return shipping if:
• The item arrived damaged, defective, incorrect, or missing

The customer covers return shipping if:
• The return is due to a change of mind
• The item is unused and returned within 30 days

If your item arrives damaged or faulty, contact us within 30 days of delivery.

Please email support@petcareville.com with:
• Your order number
• Clear photos or a short video showing the issue

Once approved, we will offer a free replacement or a full refund. In most cases, you will not be required to return the item.

Once your refund is approved:

• We process refunds within 5–7 business days
• Your bank or payment provider may take an additional 5–10 business days

Refunds are always issued to the original payment method.

To request a return or refund, email us at:

support@petcareville.com

Please include:
• Order number
• Reason for the request
• Photos or video (if damaged or faulty)

We respond within 24–48 business hours with the next steps.

Some items cannot be returned unless they arrive damaged or incorrect, including:

• Personalized or custom-made items
• Opened hygiene or grooming products
• Perishable items

Any exceptions are clearly stated on the product page.

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.