Welcome to our FAQ section! We’ve compiled answers to the most common questions about our pet products and services. If you can’t find what you’re looking for, our friendly customer service team is always happy to help at [email protected].
About PetJoy Shop
What kind of products does PetJoy Shop offer?
We specialise in high-quality pet products designed to make life happier and healthier for your furry friends. Our range includes:
- Anti-barking and anxiety/calming treatments for dogs
- Automatic feeders and water fountains for cats and dogs
- Interactive toys (balls, dangler toys, fetch toys)
- Comfortable beds and feeding accessories
- Grooming tools and healthcare products
- Cat flaps, carriers, and travel accessories
Where is PetJoy Shop based?
Our warehouse is located at 24 The Bridges, Sunderland, GB SR6X 6UI. We ship worldwide (excluding some Asian countries and remote regions).
Product Questions
How do I choose the right anxiety treatment for my pet?
We offer various anxiety/calming treatments suitable for different needs. Consider your pet’s size, the severity of their anxiety, and whether you prefer natural remedies or medical solutions. If you’re unsure, consult your vet or contact our customer service for guidance.
Are your automatic feeders suitable for all cat/dog breeds?
Our automatic feeders come in different sizes to accommodate various breeds. Check the product specifications for capacity and portion size details. For very large breeds or multiple pets, we recommend our larger capacity models.
Do you sell flea treatments for both cats and dogs?
Yes, we offer species-specific flea, tick and worm treatments. Important: Never use dog flea treatments on cats as they may contain ingredients harmful to felines.
Ordering & Payments
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely! We use industry-standard encryption to protect all your payment information. We never store your full payment details on our servers.
Can I change or cancel my order after placing it?
We process orders quickly to get them to you ASAP. If you need to change or cancel your order, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t been processed yet.
Shipping & Delivery
What shipping options do you offer?
We offer two shipping methods:
- Standard Shipping (£12.95): Via DHL or FedEx, delivered in 10-15 business days after dispatch with full tracking
- Free Shipping: For orders over £50 via EMS, delivered in 15-25 business days after dispatch with basic tracking
How long does order processing take?
We typically process orders within 1-2 business days. During peak seasons (like holidays), processing may take slightly longer. You’ll receive a confirmation email with tracking information once your order ships.
Do you ship worldwide?
We ship globally except to some Asian countries and remote regions. Our checkout system will automatically confirm if we can deliver to your location.
Pro Tip: For essential items like flea treatments or anxiety medications, we recommend ordering well before you run out to account for potential delivery delays.
Returns & Refunds
What is your return policy?
If any item doesn’t meet your expectations (or your pet’s approval), you may return it within 15 days of receipt. Please contact our customer care team at [email protected] to initiate a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or was incorrect. In such cases, we’ll provide a prepaid return label.
How long do refunds take to process?
Once we receive your returned item, we’ll process your refund within 5 business days. The time it takes for the refund to appear in your account depends on your payment provider.
Contact & Support
How can I contact customer service?
Our friendly team is always happy to help! Email us at [email protected] for any questions or concerns.
Do you offer product recommendations?
Absolutely! We’re pet lovers too and can suggest products based on your pet’s specific needs. Tell us about your pet’s breed, age, and any particular concerns, and we’ll do our best to recommend suitable products from our range.
Remember: At PetJoy Shop, we believe every moment with your pet is precious. Our services are designed to help you spend less time waiting and more time enjoying those joyful purrs and happy tail wags!