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FAQs
SupportFrequently Asked Questions
How do I contact customer service?
You can reach our helpful customer service team via our website chat function or you can send us an email at hello@getsetpet.com
What are your customer service hours?
Our team are available to help between 8am and 7pm Monday - Friday and 9am - 5pm on weekends
Do you work with shelters and other pet-related organisations?
We are keen to support local pet shelters as we recognise the amazing work they do. Stay tuned for more information on this! We also sponsor dogs from Dogs Trust
What’s your Privacy Policy?
Your privacy is very important to us. Please read our Privacy Policy for more details.
Subscribe & Save
What is Subscribe & Save and what are the benefits?
Subscribe & Save allows you to schedule regular deliveries of your pet supplies so that you never run out of pet food or other essentials again. Benefits include saving up to 4% on every subsequent Subscribe & Save order (as well as 15% on your first subscription order, please see the next Q for more details), having your ordered scheduled to your preferred frequency, and being able to view your subscriptions and tailor them to your needs - and most of all it takes the pressure off.
How do I activate the discount?
There is an automatic (up to) 4% discount applied when you select Subscribe & Save. For a further 15% saving on your first subscription order, enter the code GETSETSAVE15 at checkout (maximum of 10 bags for a 15% discounted first subscription order)
How do I set up Subscribe & Save so I can receive a recurring delivery?
Select “Subscribe & Save” on the product that you wish to subscribe to > Set your schedule > Add the quantity required > Proceed to checkout.
When is my first order sent?
Once you are subscribed to Subscribe & Save, you will receive your first order the next working day*. Subsequent deliveries will then be sent based upon your subscription preferences, you can set your frequency by week or month to suit your needs.
*Please see our ‘How long does it take to get my order’ FAQ for more details about deliveries
Is there a membership fee?
No, there is not a joining fee and you can cancel or suspend your subscription at any time.
How will I know when my Subscribe & Save order is on its way?
We will send you two emails – one to remind you about your upcoming Subscribe & Save order and another to inform you once your order has been shipped.
How can I change my delivery date or delay my Subscribe & Save?
How can I add items to my Subscribe & Save subscription?
Go to the product page of the item that you wish to add to your subscription > Select “Subscribe & Save”. If you have multiple Subscribe & Save orders, you will then be asked which order you would like to add to.
How can I remove items from my Subscribe & Save subscription?
Manage my subscriptions > Select “Manage Subscriptions” > Remove desired items > Confirm.
How can I change my payment method?
For a single Subscribe & Save subscription: Manage my subscription > Select current card. This allows you to view all available payment methods or add a new card. For multiple Subscribe & Save subscriptions: Payment methods > Edit an existing card/add a new one > Select “Update your active Subscribe & Save to use this credit card”.
When will my credit card be charged?
Your credit card will be charged automatically on the date your order is dispatched. However, as we prepare your order, you may see a pending charge on your credit card as early as 24 hours ahead of your scheduled ship date.
How can I change my shipping address?
For a single Subscribe & Save subscription: Manage my subscription > Select current address. This allows you to view all available addresses or add a new one. For multiple Subscribe & Saves: My addresses > Edit an existing address or add a new one > Select “Update your active Subscribe & Saves to use this address”.
How can I cancel Subscribe & Save?
To cancel your subscription any time: Manage my subscriptions > Select “Manage Subscriptions” > Cancel Subscription at the bottom of the page.
Click & Collect
Do you offer a click and collect service?
Due to the relocation of our warehouse we are currently no longer able to offer a click and collect service.
Payments
How do I make a purchase?
Simply click the "Proceed to Checkout" button in your shopping basket. If you're not logged in, you will be asked to do so.
What information do I need to check out?
Our checkout is easy, fast, and secure. Enter your delivery address and payment method, then place your order!
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover and PayPal.
Returns
What’s your Return Policy?
We hope you love our products but if we have made a mistake with your order, or your goods are damaged, then we can arrange a collection for the item(s) at our expense. If you have changed your mind then please contact us within 14 days of receiving your order at hello@getsetpet.com to arrange a refund.
What do I do if I need to return something?
If something needs to be returned you can send it to us at Get Set Pet Ltd, Swansea Enterprise Park, Alberto Road, Llansamlet, SA6 8QP. Once the package has been returned to us we can arrange any exchanges/refunds. If you need any assistance please don't hesitate to contact us at hello@getsetpet.com or use the chat function at the bottom right of the site.
Shipping
What is your shipping policy?
Delivery details are based on the shipping method selected during checkout and time of order. For non-mainland UK destinations please allow a minimum of one extra day.
How much is delivery?
Orders over £39 enjoy free delivery. All other orders are delivered for a flat rate fee starting at £5.49 according to weight and delivery time. Please note that shipping is calculated after other discounts (if applicable) have been applied.
How long does it take to get my order?
Orders placed by 1pm Monday to Friday (excluding public holidays) for delivery to the majority of UK mainland postcodes will be delivered using a next working day service. For more remote postcodes, including the Highlands and Islands of Scotland (AB, FK, HS, IV, KA, KW, PA, PH, ZE), Northern Ireland (BT), Isle of Man (IM) and Isles of Scilly (TR), delivery can take an extra few days. Please bear this in mind when ordering and if there are any unforeseen circumstances that impact delivery timelines for our customers we will get in touch with you.
How do I track my order?
You will be provided a tracking link via email, as well as your tracking number for your order so you can keep yourself updated on the progress of your order once it has been shipped.
The link for DPD is https://www.dpd.co.uk, the link for Parcelforce is https://www.parcelforce.com/track-trace and the link for Royal Mail is https://www.royalmail.com/track-your-item#/
Who will be delivering my order?
We have chosen to partner with DPD, Parcelforce and Royal Mail to provide you with a fast and reliable delivery service. Sometimes your order will be delivered by a different courier if you have purchased items where shipment is arranged directly from our supplier. If you have a preference for any of these couriers please let us know when placing your order.
Do I need to be there to sign for it?
We recommend that you are there to receive your parcel but if you will not be in you can request it to be left in a safe place, these will need to be updated on your DPD, Royal Mail or ParcelForce apps depending on which courier you have.
Do you ship to P.O. boxes or international addresses?
No, not at this time.
What happens if my package gets lost?
DPD, Parcelforce and Royal Mail all provide a facility to track your parcel. Simply enter your tracking number and follow the instructions. The link for DPD is https://www.dpd.co.uk, the link for Parcelforce is https://www.parcelforce.com/track-trace and the link for Royal Mail is https://www.royalmail.com/track-your-item#/