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 firstname.lastname@example.org.
What are your customer service hours?
We’re available between 9am and 5pm Monday to Friday excluding public holidays.
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.
Get Set Save
What is Get Set Save?
Get Set Save allows you to schedule regular deliveries of your pet supplies so that you never run out of pet food or other essentials again.
How do I activate the discount?
Up to 5% discount is automatically applied when you select Get Set Save. For a further 15% saving on your first subscription order, enter the code GETSETSAVE15 at checkout (maximum of 10 bags for 15% discounted first subscription order).
How do I set up a Get Set Save so I can receive a recurring delivery?
Select “Get Set Save” on the product that you wish to subscribe to > Set your schedule > Add the quantity required > Proceed to checkout.
What are the benefits of Get Set Save?
Following your saving of up to 15% off your first subscription order, you will also save up 5% on every subsequent Get Set Save order - all whilst being safe in the knowledge that you won’t run out of your pet’s favourite food!
When is my first order sent?
Once you are subscribed to Get Set Save, you will receive your first order the next working day. Subsequent deliveries will then be sent based upon your subscription preferences.
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 Get Set Save is on its way?
We will send you two emails – one to remind you about your upcoming Get Set Save order and another to inform you once your order has been shipped.
How can I change my delivery date or delay my Get Set Save?
Manage my subscriptions > Select the subscription you wish to reschedule > Change in shipment > Select preferred shipment date.
You can change your shipping date up to 24 hours before your next scheduled dispatch date.
How can I add items to my Get Set Save subscription?
Go to the product page of the item that you wish to add to your subscription > Select “Get Set Save”.
If you have multiple Get Set Save orders, you will then be asked which order you would like to add to.
How can I remove items from my Get Set Save subscription?
Manage my subscriptions > Select “Get Set Save order” > Remove desired items > Confirm.
How can I change my payment method?
For a single Get Set Save subscription:
Manage my subscription > Select current card. This allows you to view all available payment methods or add a new card.
For multiple Get Set Save subscriptions:
Payment methods > Edit an existing card/add a new one > Select “Update your active Get Set Saves 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 Get Set Save subscription:
Manage my subscription > Select current address. This allows you to view all available addresses or add a new one.
For multiple Get Set Saves:
My addresses > Edit an existing address or add a new one > Select “Update your active Get Set Saves to use this address”.
How can I cancel my Get Set Save?
To cancel your subscription any time:
Click & Collect
How does Click & Collect work?
We provide a free, same day click & collect service for all your pets supplies with no minimum order spend. You are able to collect an order in as little as 30 minutes or up to one month in advance, whatever way suits you best. Simply choose a 30 minute slot between 9am-5pm*, 7 days a week.
*Order must be placed before 4pm to qualify for same day collection
Where do I go to collect my order?
We are based in Wokingham and our address is: Get Set Pet, Unit 18, The Business Centre, Molly Millars Lane, Wokingham, RG41 2QY
How do I collect my order?
Once you arrive at our location, follow these 3 simple steps:
1) Park in one of our assigned car parking spaces
2) You will see signs leading to our collection point
3) Please ring the bell, with your order number handy, and one of our members of staff will greet you and hand over your pet supplies
What happens if I can no longer pick up my order?
Should you be unable to collect your order within your allocated time please contact us (email@example.com) and we will work with you to arrange an alternative collection date.
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.
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 you can return them to us at our expense. If you have changed your mind then please contact us within 14 days of receiving your order at firstname.lastname@example.org 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, Unit 18, The Business Centre, Molly Millars Lane, Wokingham, RG41 2QY
What about returning Click & Collect orders?
Simply process a return on our site and bring the items to us for a refund or exchange.
What is your shipping policy?
Delivery details are based on shipping method selected during checkout and time of order. For non-mainland UK destinations please allow a minimum of one extra day. Please note that due to the ongoing disruption caused by coronavirus (COVID-19) delivery times cannot be guaranteed.
How much is delivery?
Orders over £39 enjoy free delivery. All other orders are delivered for a flat rate fee of £3.49 to £5.65 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 post codes will be delivered using a next working day service. For more remote post codes, 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.
How do I track my order?
You will be provided a tracking link for your order so you can keep yourself updated on the progress of your order once it has been shipped.
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.
Do I need to be there to sign for it?
All parcels are tracked but under today's coronavirus (COVID-19) restrictions the courier companies will not ask you to sign for your delivery.
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#/