FAQ

Last Updated: March 2026

Welcome to the DM Pet Store FAQ. Here you’ll find clear answers about shipping, payments, returns, and more. We aim to provide full transparency to ensure a safe and reliable shopping experience.

1. Where do you ship?

We currently deliver within the United Kingdom only, including:

  • England
  • Scotland
  • Wales
  • Northern Ireland

We do not offer international shipping at this time.

2. What are your delivery times?

Our delivery process is simple and transparent:

  • Handling Time: 1–2 business days
  • Transit Time: 3–5 business days
  • Total Delivery Time: 4–7 business days

Orders placed after 4:00 PM (GMT) or on weekends/bank holidays are processed the next business day.

3. How much does shipping cost?

We offer a flat-rate shipping fee of £4.99 per order.
No hidden charges, regardless of order size or weight.

4. Which couriers do you use?

We ship all orders using trusted carriers:

  • DPD
  • Royal Mail

5. Will I receive a tracking number?

Yes. Once your order is dispatched, you will receive an email with a tracking number to monitor your delivery in real time.

6. What payment methods do you accept?

We accept secure and widely trusted payment methods:

  • Credit/Debit Cards (Visa, Mastercard, American Express, etc.)
  • Apple Pay
  • Google Pay
  • PayPal
  • Shop Pay
  • Klarna (Buy Now, Pay Later)

We do not accept:

  • Cash on Delivery (COD)
  • Bank transfers
  • Cheques

7. Is my payment information secure?

Yes. All payments are processed through secure, encrypted (SSL) systems.
We do not store your card details on our servers.

8. Can I return an item?

Yes, you can return items within 30 days of delivery, provided they meet the following:

  • Unused and in original condition
  • In original packaging with all tags

9. Are there any items that cannot be returned?

Yes, for hygiene and safety reasons:

  • Opened pet food or treats
  • Used items or items with pet contact
  • Personalized/custom products

10. Who pays for return shipping?

  • We pay if the item is damaged, defective, or incorrect
  • Customer pays if it’s a change of mind or wrong selection

11. How do I start a return?

Follow these steps:

  1. Email us at support@dmpet.site
  2. Include your order number and reason
  3. Wait for return authorization
  4. Send the item back as instructed

Returns without authorization may not be processed.

12. When will I receive my refund?

Once your return is approved:

  • Refund is processed immediately
  • Funds appear within 5–10 business days (depending on your bank)

13. Can I cancel my order?

Yes, within 24 hours of placing the order, if it hasn’t been shipped yet.
After dispatch, you must follow the return process.

14. What if my order is delayed?

Delivery times are estimates. Delays may occur due to:

  • Weather conditions
  • Courier issues
  • High seasonal demand

If there’s a known delay, we will notify you.

15. What if I entered the wrong address?

Please ensure your address is correct at checkout.
We are not responsible for delays or losses caused by incorrect details.

16. What should I do if my item arrives damaged or missing?

Contact us within 48 hours of delivery with:

  • Your order number
  • Photos (if applicable)

We will resolve the issue quickly.

17. How can I contact you?

Trade name: DM Pet Store
Address: 57-58 Dene Side, Great Yarmouth NR30 2HL, United Kingdom
Phone number: +44 1493 738641
Email: support@dmpet.site