Shipping policy

Last updated: 08 September 2026

Pet House ships to addresses within the United Kingdom only. We do not currently ship to international addresses, including the Channel Islands, Isle of Man, or BFPO addresses.

Processing time

Orders are processed within 1–2 business days of receiving your order confirmation. We do not process or ship orders on weekends or UK public holidays.

Shipping methods and costs

Orders over £50 qualify for free standard shipping automatically at checkout.

Please note that delivery estimates are not guaranteed dates. They are provided by our shipping partners and may vary during busy periods or adverse weather.

Order tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel.

Incorrect address

Please double-check your shipping address at checkout. If you notice an error after placing your order, contact us immediately at support@pethouse.shop. We will do our best to update the address before dispatch, but we cannot guarantee changes once the order has been processed.

If a parcel is returned to us due to an incorrect or incomplete address, we will contact you to arrange redelivery. Additional shipping charges may apply.

Lost, missing, or damaged parcels

If your parcel is marked as delivered but you cannot locate it, please check with neighbours, family members, or safe places around your property before contacting us.

If your parcel is lost in transit or arrives damaged, contact us at support@pethouse.shop within 7 days of the expected delivery date. Include your order number and, where helpful, photos of any damage to the outer packaging or product.

Undeliverable parcels

If a delivery attempt fails and the parcel is returned to us, we will contact you to arrange redelivery. Additional shipping charges may apply.

Order changes and cancellations

If you need to change or cancel your order, contact us as soon as possible at support@pethouse.shop. We will try to accommodate your request, but once an order has been processed for dispatch, changes may not be possible.

Our address

Pet House
654 Fulham Road
London
SW6 5RU
United Kingdom

Pet House is an online-only store. This address is not a public storefront, showroom, customer collection point, or automatic return address. Please contact us before sending any items to this address.

Contact us

For shipping questions, contact us at support@pethouse.shop or call +44 7462 226507.

Nothing in this policy limits mandatory consumer rights under applicable law.