FAQ
Ordering
How do I place an order?
To place an order, browse our products and select the item you wish to purchase. Add it to your cart, and when you're ready to complete your purchase, click on the cart icon. Fill in your details including your name, email, and shipping address. Then click "Complete Order" to be directed to our secure payment portal where you can finalize your purchase.
Can I change or cancel my order?
You can change or cancel your order as long as it has not yet been shipped from our warehouse. If your order has already been shipped, please follow the instructions in our Return and Refund Policy to return the item.
To request changes or cancellation, please contact our customer service team at vetpetshub@gmail.com as soon as possible, and we will assist you.
Delivery
Where do you deliver and what carriers do you use?
We currently ship worldwide to most countries. For deliveries within the United Kingdom, we use reliable carriers such as Evri Home and Royal Mail. For other international destinations, we partner with trusted local courier services to ensure your order arrives safely.
What is your order cutoff time?
Orders placed before 4:00 PM (Central European Time) on a weekday (Monday–Friday) will begin processing the same or following business day. Orders placed after this time will be processed on the next business day.
Orders placed on weekends or public holidays will be processed on the next business day.
How long is the delivery time?
We offer two shipping options:
Standard Shipping: Total delivery time is 6–12 business days (including 1–2 days processing time)
Priority Shipping: Total delivery time is 5–9 business days (including 1–2 days processing time)
What are the shipping costs?
For customers in the United Kingdom (UK):
- Standard Shipping: £2.00 (Free on orders £37 and over)
- Priority Shipping: £4.50
For customers in the Rest of the World:
- Standard Shipping: $2.95 (Free on orders $49 and over)
- Priority Shipping: $6.00
Note: For international customers, the amount will be automatically converted and displayed in your local currency at checkout.
How can I track my order?
Once your order has been shipped from our warehouse, you will receive an email with tracking information, including your tracking number and a link to track your shipment. You can use this information to monitor your delivery's progress in real-time.
For more details, please see our Shipping Policy.
Payment
What payment methods do you accept?
We accept most common payment methods to make your purchase as smooth and convenient as possible. You can pay with:
- Credit and Debit Cards (Visa, Mastercard, Maestro, American Express)
- Klarna
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
- Union Pay
Is my payment information secure?
Yes, absolutely. Your security is our top priority. Our entire website uses SSL encryption, and all payments are processed through secure and certified payment providers that follow the highest security standards (PCI DSS compliance). We never store your complete payment information on our servers.
Returns, Exchanges & Refunds
What is your return and exchange policy?
We offer a generous 100-day return and exchange policy. For a return or exchange to be approved, the item must be:
- Unused and undamaged
- In its original packaging with all labels and accessories
- Accompanied by proof of purchase
Additionally, you have a statutory 14-day right of withdrawal from the date of delivery in accordance with consumer protection laws.
How do I make a return or exchange?
To initiate a return or exchange:
- Contact our customer service team at vetpetshub@gmail.com
- Provide your order number and reason for the return or exchange
- We will send you detailed instructions and the return address
You are responsible for return shipping costs unless the item is defective or we sent the wrong product.
How long does a refund take?
Once we receive and approve your return, we will process your refund immediately. It typically takes up to 10 business days for the refund to appear in your account via the same payment method you used for the purchase.
What if I receive a defective or incorrect item?
If your item is defective or if we sent the wrong product, please contact us immediately at vetpetshub@gmail.com with:
- Your order number
- Photos of the defect or incorrect item
- A brief description of the issue
We will cover all return shipping costs and either send you a replacement or issue a full refund—whichever you prefer.
For complete terms and conditions, please see our Return and Refund Policy.
Subscriptions
How do subscriptions work?
When you subscribe to a product, you'll receive automatic monthly deliveries at a discounted price. Your payment method will be charged automatically each month on the same date as your original purchase.
Can I cancel or modify my subscription?
Yes! After your initial commitment period of one month, you can cancel, pause, or modify your subscription at any time by contacting our customer service team at vetpetshub@gmail.com.
You can also:
- Skip a delivery
- Update your shipping address
- Change your payment method
For more information, please see our Subscription Policy.
Contact & Support
How do I contact customer service?
The easiest way to reach us is via email at vetpetshub@gmail.com. We respond to all inquiries within 24–48 hours during business days.
Customer Service Hours: Monday to Friday, 8:00 AM – 5:00 PM (Central European Time)
We're closed on weekends and public holidays, but we'll respond to your message as soon as we're back.
Where is VetPets based?
VetPets is operated by JBJ ECOM AB, a company registered in Sweden. We're a small, dedicated team of dog lovers committed to providing quality products and excellent customer service.
I have a question that's not answered here. What should I do?
No problem! Please email us at vetpetshub@gmail.com with your question, and we'll be happy to help. We're real people who genuinely care about you and your pet.
Company Information
Company Name: JBJ ECOM AB (operating as VetPets)
Organization Number: 559531-5457
Email: vetpetshub@gmail.com
Customer Service Hours: Monday to Friday, 8:00 AM – 5:00 PM (Central European Time)
Closed on weekends and public holidays
We hope this page has answered your questions. Thank you for choosing VetPets!
If you need further assistance, please don't hesitate to reach out. We're here to help.