Help & FAQs

We offer FREE NEXT DAY delivery on UK mainland orders from £49. Shop with us and enjoy the convenience of having your items delivered straight to your door without any extra cost. For orders under £49, we charge a delivery fee of just £5.99 for most of mainland UK. It's our way of ensuring you get the best possible service and value when you shop with us.
Please note: Partner deliveries have longer delivery times and this is clearly displayed on the product information page.
Orders over 30kg multiples (excluding partner delivery) will have a £5.99 fee added for extra weight.

*Orders have to be received before 11:45am on working days. For weekend delivery we need to receive your order by 11:45am on Friday.

We have two warehouse locations in the UK. Because of this, items in your order may be shipped separately and have different tracking numbers and well as delivery durations.
Most products are next day delivery so 1-2 days.
Our 3PL partner UK warehouse product's estimated delivery time is 1-5 days.
Please get in touch with any questions.

Yes, you can, we have a 28 day policy. If you need to return your item, notify us as soon as possible within 14 days as goods need to be then returned to us within 14 days after that.

All goods must be returned unused, as new, in a saleable condition with the original packaging. We reserve the right to refuse a refund if the item has not been returned to us in a saleable condition.

If you would like to exchange your item, get in touch with us, and we will sort the rest! Please note that you will be responsible for the costs of returning the item.

Please see our policy here.

For large and heavy items the delivery courier requires a ‘pre-delivery notice’ which means you need to give a valid contact number on your order so the courier can contact you to arrange a specific delivery day. Please be aware that the delivery driver is only able to deliver goods to the kerbside of your property and is unable to take any items or assemble it for you.

After you have placed your order, we will send you a confirmation email with details of your order, reference number and delivery details. Please keep this order number, as it will be useful if you have any queries about your order at any stage. Don’t forget you can always log into your account on the Very Important Pets website to track the process of your order at any time. If you order before 11:45am on a working day, products will be picked and prepared for dispatch the same day.

Our warehouse team work 5 days a week, Monday to Friday (Excluding Bank Holidays) 9am to 5pm. The cut off dispatch time for all orders is 11:45am, Monday to Friday. Any orders placed after then will be processed the next working day. Orders placed over the weekend will be processed on the next working day.

Unfortunately, we cannot provide shipping to the following regions at the moment because of high courier costs. This includes British Forces, Parts of Scotland, Northern Island, and the Islands offshore.

You’ll receive a shipping confirmation email that includes your tracking number once your order has been sent out. Please note that tracking links generally need 24 business hours to appear in the system.
You can track your delivery here.

Unfortunately, we do not offer delivery to P.O. boxes.

Please see our dedicated delivery page for more information

Discount codes may only be applied to full-price items. Items already on sale are exempt from all discount codes. If a discount code is applied to a sale item, we reserve the right to cancel your order and you will need to place your order again via our website, Very Important Pets cannot be held responsible if, between cancellation and re-order, the product sells out.

Discount codes must be spent at Very Important Pets, no cash alternative is available.

Certain products are excluded from discount codes and will not be discounted at the checkout. If you still think your code should be valid, please contact us, every so often we make mistakes which we can correct that will validate your code. If your code isn't valid, we will be able to let you know why.

Discount codes cannot be added to an order after it has been placed or applied to a previous purchase. The discount code must be entered in the discount box at checkout to receive the current discount before placing the order.

No, only one discount code can be used per order, and in some cases, codes may only able to be be redeemed once.

All discount codes are available for a limited time and while supplies last. Expired codes are no longer valid and cannot be used.

Loyalty points and discount codes may not be used together.

Discount codes cannot be used when purchasing Gift Cards.

We do not allow the use of discount codes by registering with multiple email addresses and/or different names. If your order passes through the checkout process, it will be placed on hold before being cancelled.