Yes, you can! Please give our customer care team a call on 01293 265 615 between 9am to 6pm Monday - Friday. Friday or click here to email us and we will reply the same day.

There are a number of reasons why you may have not received an order confirmation including spelling errors in your email address or payment errors causing the order to be cancelled. Please also make sure to check your junk or spam folder.

If you have any concerns or queries regarding your order, please give our customer care team a call on 01293 265 615 between 9am to 6pm Monday – Friday or click here to email us and we will reply the same day.

Unfortunately, we are not able to remove or refund the VAT on orders made on K9 and Me. Whilst UK law states that we can reduce the cost of our online sales to accommodate zero-rated VAT purchases, we are not obliged to do so, and we use these funds to contribute towards any additional costs of shipping to the Channel Islands

We receive deliveries 5 days a week from our suppliers and restock quickly unless there is an issue with the supplier. Occasionally, if an item is discontinued but there is still stock available within the company, we may be able to source this for you at no extra cost. If you would like more information on restock dates, please call our customer care team on 01293 265 615 between 9am to 6pm Monday – Friday or click here to email us and we will reply with an update as soon as possible. Alternatively, you can check stock at your nearest store for Click & Collect within 30 minutes.

Sign up to our restock emails to be notified when an item is back in stock which can be found on the product page.

We accept all major credit and debit cards online excluding American Express. We also accept PayPal, Google Pay and Apple Pay.

We use PayPal’s “Pay in 3” as an installment payment plan should you wish to spread the cost of your order. A minimum spend of £30 and a maximum spend of £2000 applies. For full terms and conditions of PayPal’s “Pay in 3”, please see here.

Pet Family Ltd acts as a credit broker not a lender. PayPal (Europe) Sarl et Cie SCA is the lender. Availability is subject to status and credit checks. Pet Family Ltd holds no authority for approved or rejected applications and all decisions made by PayPal are final.

All Terms and conditions apply through Paypal.

Please ensure everything you wish to purchase with PayPal’s “Pay in 3” is added to the basket and proceed to check out.

1. At checkout, please choose PayPal as your payment method. You will then be redirected to PayPal to finish the payment.
2. You will need to log in to your PayPal account and change the payment option to “Pay in 3”.
3. You will be redirected to the payment forms where all required fields will need to be completed.
4. Then select confirm and pay. It is the consumer's responsibility to ensure all details provided are correct and accurate. Once the application has been submitted, your details cannot be changed.

For more details on this finance service, please visit - Pay in 3 | Buy Now, Pay Later | PayPal UK.

Pet Family Ltd acts as a credit broker not a lender. PayPal (Europe) Sarl et Cie SCA is the lender. Availability is subject to status and credit checks. Pet Family Ltd hold no authority for approved or rejected applications and all decisions made by PayPal are final.

All Terms and conditions apply through Paypal.

We have introduced monthly discounts and offers which can all be found on our offers page here.

Find your pet's favourite products, add these to your basket and continue to check out. You'll notice a summary box on the right-hand side of your screen and select your preferred delivery option. Below the total of your order, you will see 'Got a promo code?', pop the code into the box and click 'apply'.

If you are experiencing an error with your promo code, we would recommend copying and pasting this directly from your email to ensure the formatting is correct. If this doesn't help, please call our Customer Service team before placing your order on 01293 265 615 between 9am to 6pm Monday - Friday. Alternatively, click here to email us and we will reply the same day.

Please note that once your order has been processed, we are unable to apply any coupon codes retrospectively.

We are deeply sorry that your experience wasn't up to the high standard we expect. Please contact our feedback team here. A senior member of our team will be in touch within 1 working day.

We send all our orders via DPD, the UK's leading parcel delivery brand 7 days a week.

We deliver 7 days a week with DPD Couriers and orders placed before 3pm are sent the same day (subject to stock availability).

This same day dispatch allows us to get your order to you the next day with all delivery options displayed at checkout. Please check your order confirmation for your expected delivery date.

If you need your order urgently, make use of our morning delivery service available 7 days a week between 7am and 12pm.

Find out more about our shipping services here.

Once your order is dispatched from our distribution centre, DPD will provide a tracking number for the delivery via text message and email. DPD will also notify you by email and text message with a 1 hour delivery time slot during the morning of the day of your delivery, giving you peace of mind that you'll be available to receive your order at your door.

Customers are no longer required to sign for their delivery directly. DPD are required to obtain delivery confirmation via a photograph confirming the parcel has been delivered to the recipient with GPS coordinates. If you aren't available to take delivery, you can also arrange for the order to be left in a safe place or with a neighbour. Please install the DPD App for the best service experience with live tracking updates.

We aim to ship all orders on time for next day delivery, however, there are rare unforeseen circumstances that may cause unexpected delays. In these instances, we kindly ask that you allow 48 hours for delivery. If you haven’t received your order within 48 hours, please call our customer service team on 01293 265 615 between 9am to 6pm Monday - Friday. Alternatively, click here to email us and we will reply the same day.

Orders containing large, heavy or frozen items may be sent across multiple boxes to ensure everything arrives with you safely. While we do everything we can to ensure all boxes arrive with you at the same time, there are occasions where you may receive separate deliveries throughout the day. If you have any concerns regarding your order or if the rest of your order is still missing, please call our Customer Service team on 01293 265 615 between 9am to 6pm Monday - Friday. Alternatively, click here to email us and we will reply the same day.

We will be happy to refund a product should you change your mind provided it is unused and in re-sellable condition. To arrange a refund, please call our Customer Service team on 01293 265 615 between 9am to 6pm Monday - Friday. Alternatively, click here to email us and we will reply the same day. All postage costs to return a product are at the expense of the consumer. Find out more about our returns policy here.

If we deliver the incorrect product, your purchase arrives damaged or becomes faulty within 12 months of purchase, we will arrange to collect the item for a replacement or refund.

Please contact our customer care team here to notify us of any damaged goods as soon as they arrive. We kindly ask that you include your order number and pictures of the incorrect, faulty or damaged item(s).

Our customer care team will review the damage and arrange either a refund or replacement. Please note that no refunds or replacements will be issued without photographic evidence

Find out more about our returns policy here.

To make a claim under the money back guarantee, please contact our customer care team on 01293 265 615 between 9am to 6pm Monday – Friday or click here to email us. Please have your order number ready.

Find out more about our returns policy and money back guarantee here.

Yes, all online purchases can be returned to your local K9 and Me store within 30 days of receipt. Simply bring along the goods with your order confirmation and our instore team will accept the items. Please note that the team will not be able to exchange or refund your item instore, they will immediately notify the online team to issue the refund. You won’t need to do anything further and you’ll receive an email confirmation once the refund has been processed. Please allow 3-5 working days for refunds to reach your account. Please note that we are not able to offer exchanges for online purchases.

Alternatively, you can return your order via post for a refund, excluding any original postage charges, but do note that all delivery fees to return an order are at the cost of the consumer. Please reach out to our online customer service team here for your return reference number and ensure the goods are returned in their original packaging within 14 days of receipt.

If you have any questions regarding returning an online order, please do reach out to our customer service team here.

We are sorry that your items have arrived damaged.

Please contact our customer care team here to notify us of any damaged goods as soon as they arrive. We kindly ask that you include your order number and pictures of the damaged item(s).

Our customer care team will review the damage and arrange either a refund or replacement. Please note that no refunds or replacements will be issued without photographic evidence.

We reserve the right for the damaged items to be collected and returned to us prior to a refund or replacement being issued.

The K9 On Repeat service allows you to schedule your order to repeat at a frequency of your choosing. We'll deliver your pet food order and any other items you need on a regular basis. Simply order once and we’ll do the rest.

Order your pets favourite once and schedule these to arrive on a day that suits you

1. Find your pet's favourite food, treats or products
2. Select your preferred size
3. Select 'repeat every' and choose the frequency of your delivery e.g. every 2 weeks, every 4 weeks etc
4. Select the quantity
5. Click 'Add to basket'
6. This will open a pop-up asking if you would like to 'continue shopping' or 'checkout' where you can proceed accordingly

If you require any assistance with your repeat order, please call our Customer Service team on 01293 265615 or email us here between 9am to 6pm Monday - Friday.

To make a claim under the money back guarantee, please contact our customer care team on 01293 265 615 between 9am to 6pm Monday – Friday or click here to email us. Please have your order number ready.

Find out more about our returns policy and money back guarantee here.

You can view your On Repeat orders from your K9 and Me account page. We recommend starting with adding your new favourites as below.

1. Find your pet's favourite food, treats or products
2. Select your preferred size
3. Select 'repeat every' and choose the frequency of your delivery e.g. every 2 weeks, every 4 weeks etc
4. Select the quantity
5. Click 'add to repeat orders'
6. Click 'view repeat orders'
7. This will redirect you to 'manage repeat orders' in your account. You will then need to 'cancel repeat item' for any unwanted items

Please note: that this will not process an order, it will only update your next repeat order. If you need your items before your next scheduled delivery, please place a one-off order. All changes must be made by 7am on the day before your repeat order is due to process. Any changes made after this time will not apply until your next repeat order.

If you require any assistance with your repeat order, please call our Customer Service team on 01293 265 615 or email us here between 9am to 6pm Monday – Friday.

You can view your On Repeat orders from your K9 and Me account page. Once signed into your account select 'manage repeat orders'. You will now see all your repeat orders.

Select 'change delivery address' which can be found in the top section 'manage delivery address'.

Please note: all changes must be made by 7am the day before your repeat order is due to process. Any changes made after this time will not apply until your next repeat order.

If you require any assistance with your repeat order, please call our Customer Service team on 01293 265 615 or email us here between 9am to 6pm Monday – Friday.

You can view your repeat orders from your K9 and Me account page. Once signed into your account select 'manage repeat orders'. You will now see all your repeat orders.

Select 'change card' which can be found in the top section 'manage delivery address'.

Please note: all changes must be made by 7am the day before your repeat order is due to process. Any changes made after this time will not apply until your next repeat order.

If you require any assistance with your repeat order, please call our Customer Service team on 01293 265 615 or email us here between 9am to 6pm Monday – Friday.

You can view your On Repeat orders from your K9 and Me account page. Once signed into your account select 'manage repeat orders'. You will now see all your repeat orders.

You will be able to change the frequency of individual products by clicking the drop-down 'next order date'. Can't find the date you are looking for or looking to change the weekday? In the 'manage delivery address' section, select 'change preferred order day' and choose your preference.

When you are happy with your changes, you must click 'update repeat order'.

Please note: all changes must be made by 7am the day before your repeat order is due to process. Any changes made after this time will not apply until your next repeat order.

If you require any assistance with your repeat order, please call our Customer Service team on 01293 265 615 or email us here between 9am to 6pm Monday – Friday.

You can view your On Repeat orders from your K9 and Me account page. Once signed into your account select 'manage repeat orders'. You will now see all your repeat orders.

To cancel a repeat order, simply click 'cancel repeat item'.

If you require any assistance with your repeat order, please call our Customer Service team on 01293 265 615 or email us here between 9am to 6pm Monday – Friday.

You can find details of your closest branch here.

Our stores stock a variety of natural and high-quality products for all pets. To find details of products stocked at your local store visit our store finder link here. Select the store you wish to visit and scroll to the bottom of the page where you will find details of the services offered and products we offer. You can also contact the store directly via phone or email if there is a particular item you're after.

Yes! All pets of every shape and size are welcome in K9 and Me stores, even those with soggy paws. We offer free treats to each visitor, and they can expect lots of fuss from our friendly, academy-trained staff.

No, at K9 and Me we don’t stock live animals. Owning a pet is a wonderful experience and they bring such joy and love to a home. We also understand that caring for one is a huge responsibility and this is why we kindly advise anyone who is thinking about owning a pet to think twice. Owning a pet can be time-consuming, expensive and a long-term commitment. Our staff are on hand to help new owners learn where to get their pet from, what their chosen pet will need, why they need it and all other everyday pet essentials.

Unfortunately, we do not offer a home delivery service from store. If you do need a home delivery, please utilise our online store.

We accept all major credit and debit cards in store excluding American Express. You are also welcome to pay by ApplePay, GooglePay or in cash.

If you are unhappy with any product sold to you, we will always endeavour to find a solution either by offering an exchange or a refund. We also offer a 100% guarantee on everything that we sell in store. If you have purchased something you no longer want, you can return this for a refund or exchange within 30 days, provided it is clean and still in the original packaging. If a product becomes faulty, within 6 months, we will be able to offer an exchange or a refund. After 6 months up until 12 months (unless otherwise stated) we will be able to offer an exchange. Please note all returns will require a valid proof of purchase.

Yes, all online purchases can be returned to your local K9 and Me store within 30 days of receipt. Simply bring along the goods with your order confirmation and our instore team will accept the items. Please note that the team will not be able to exchange or refund your item instore, they will immediately notify the online team to issue the refund. You won’t need to do anything further and you’ll receive an email confirmation once the refund has been processed. Please allow 3-5 working days for refunds to reach your account. Please note that we are not able to offer exchanges for online purchases

Alternatively, you can return your order via post for a refund, excluding any original postage charges, but do note that all delivery fees to return an order are at the cost of the consumer. Please reach out to our online customer service team here for your return reference number and ensure the goods are returned in their original packaging within 30 days of receipt.

If you have any questions regarding returning an online order, please do reach out to our customer service team here.

Our stores offer a wide range of services including;

• Nutritional Advice
• Health Club
• Harness and Collar Fitting Service
• Pet Weighing
• Puppy Hour
• Carry to your Car
• Free Parking
• Free Delivery
• I.D Tag Engraving
• Product Advice

To find out more about our store services, or to find details of the services offered by your local store please visit the below link and select the store you are planning to visit https://k9andme.co.uk/store-finder/.