Find quick answers about Zooppies orders, free tracked UK delivery, tracking, returns, products, payments and customer support.
Delivery
Where does Zooppies deliver?
We currently deliver to eligible addresses across the United Kingdom. Delivery availability will be confirmed when you enter your address at checkout.
Some remote and offshore locations may take slightly longer to reach.
What delivery service do you offer?
We offer free tracked UK delivery on every order. There is no minimum spend and no additional delivery charge at checkout.
How long will my order take to arrive?
Orders are normally processed and dispatched within 1–2 working days. After dispatch, delivery is estimated to take 7–12 working days.
Working days are Monday to Friday, excluding UK bank holidays. Delivery times may vary depending on the product, delivery address, carrier, public holidays and circumstances outside our direct control.
Do you deliver to Scotland and Northern Ireland?
Yes, we deliver to eligible addresses throughout the United Kingdom, including Scotland and Northern Ireland.
Deliveries to the Highlands, islands and other remote or offshore locations may take slightly longer. Availability will be confirmed at checkout.
Will I have to pay customs or import charges?
Any taxes or duties collected by Zooppies will be shown at checkout. For consignments valued at £135 or less, applicable UK VAT is normally collected at the point of sale. Different import rules may apply to consignments valued above £135.
If a carrier unexpectedly asks you to pay an additional charge, please contact support@zooppies.com before making the payment.
How can I track my order?
Once your order has been dispatched, we’ll email you the available tracking information.
Tracking may take up to 24 hours after dispatch to begin updating. You can also visit our Track Your Order page for further instructions.
Why haven’t I received my tracking information?
Tracking information is sent after your order has been dispatched.
Please check your spam or junk email folder and confirm that you entered the correct email address at checkout. If you still cannot find it, contact our customer support team.
Can products from the same order arrive separately?
Yes. Some products may be fulfilled from different locations and arrive in separate parcels.
If this happens, you may receive more than one tracking link. There will be no additional delivery charge.
Where are orders dispatched from?
We work with fulfilment partners based overseas, which is why we ask you to allow 7 to 12 working days for delivery after dispatch. Every order is sent on a tracked service, and we will email you the tracking details as soon as your parcel is on its way.
What should I do if my order is late?
Please check your tracking information first. Carrier delays, severe weather, public holidays and remote delivery locations can occasionally affect delivery times.
If the estimated delivery period has passed and the tracking has not updated, email support@zooppies.com with your order number.
Orders and returns
Can I change my delivery address after ordering?
Contact us at support@zooppies.com as soon as possible.
If your order has not entered processing or been dispatched, we will try to update the address. We cannot guarantee address changes after processing has started or the parcel has been handed to the carrier.
Can I change or cancel my order?
Contact us as soon as possible. If the order has not entered processing or been dispatched, we will try to make the requested change or cancellation.
If it has already been dispatched, you can still exercise your applicable cancellation rights after receiving it.
Can I return an item if I change my mind?
Yes. You have 14 days from delivery to tell us that you wish to cancel. Email support@zooppies.com with your order number and we will confirm your refund.
We do not currently operate a UK return address, so you will not need to send the item back. Please read our Returns & Refunds page for the complete conditions and exceptions.
Do I have to post the item back?
No. We do not currently operate a UK return address, so we will not ask you to return anything. Once your refund is approved, you can keep the item or dispose of it responsibly.
The same applies if an item arrives faulty, damaged, misdescribed or incorrect.
What should I do if my item is faulty, damaged or incorrect?
Contact our customer support team as soon as possible.
Include your order number, a description of the issue and clear photographs where appropriate. We will review the issue and explain the available refund or replacement options.
Your statutory rights are not affected.
How long does a refund take?
Once approved, the refund will be issued to your original payment method.
Because we do not require items to be returned, refunds are normally processed within 14 days of our written confirmation.
Your bank or payment provider may take a few additional working days to display the funds in your account.
Products
How do I choose the correct size for my pet?
Check the measurements and sizing information on the product page before ordering.
Measure your pet carefully and choose according to the measurements rather than relying only on breed or weight, as sizing can vary between products.
Are Zooppies products safe for my pet?
Always follow the instructions and intended use shown on the product page or packaging.
Choose a product that is appropriate for your pet’s size, age and behaviour. Supervise your pet when introducing a new toy or accessory, inspect products regularly and stop using anything that becomes damaged or starts to break apart.
If you have concerns about your pet’s health or whether a product is suitable, speak to a qualified veterinary professional.
Does Zooppies sell pet food or medication?
Zooppies currently focuses on pet accessories, toys, walking products, grooming products and other pet essentials. We do not sell prescription veterinary medication.
For advice concerning your pet’s health, medication or diet, speak to a qualified veterinary professional.
Account and payment
Which payment methods do you accept?
The payment methods currently available for your order will be displayed securely at checkout.
Availability may vary depending on your device, location and the payment methods enabled on our store.
Is it safe to pay on the Zooppies website?
Yes. Payments are processed through Shopify’s secure checkout and supported payment providers. Zooppies does not receive your complete payment card number.
Please never send payment card details through email or our contact form.
Do I need an account to place an order?
No. You can complete your purchase as a guest without creating an account.
Creating an account can make it easier to view your orders and manage your details for future purchases.
I haven’t received my order confirmation. What should I do?
Check your spam or junk email folder first and confirm that you entered the correct email address at checkout.
If you still cannot find the confirmation, contact us using the email address entered when placing your order.
Customer support
How can I contact Zooppies?
Visit our Contact Us page and complete the customer support form, or email us at support@zooppies.com.
If your question concerns an existing order, include your order number and the email address used at checkout. Our customer support team aims to respond within 1–2 working days.