FAQ's

1. Where do you ship?

We ship across the United Kingdom, covering all regions. We can’t ship outside the UK at the moment.

2. Is shipping really free?

Yes. Every order ships free, with no extra charges, no hidden fees, and no surprises at checkout. What you see is what you pay.

3. How long will my order take to arrive?

We usually pack and send orders within 1-2 business days. Delivery then takes another 3-4 business days, so from order to doorstep you’re looking at around 4-6 business days.

4. Will I get a tracking number?

Yes. As soon as your order ships, we’ll email you a tracking number so you can follow it all the way to your door.

5. What if my order doesn’t arrive when expected?

Get in touch with your order number and we’ll look into it with the courier for you.

6. What’s your return policy?

You have 30 days from the day your order arrives to send something back if it’s not working out. The item needs to be unused, in the same condition it arrived in, and in its original packaging, with your order number or proof of purchase.

7. How do I start a return?

Email us at info@pethush.shop with your order number and a quick note on why you’d like to return it. We’ll confirm it’s eligible and send you instructions on where to send it.

8. Who pays for return shipping?

That’s generally on you, unless the item arrived damaged, faulty, or wasn’t what you ordered. In those cases, we cover it.

9. How long do refunds take?

Once we’ve received and checked your return, we aim to process your refund within 10 business days. It goes back to the payment method you originally used, though your bank may take a few extra days to show it.

10. Why can’t I return something my pet has used?

For hygiene reasons, we can’t accept returns on items a pet has used. If you’re unsure whether something is right for your pet, email us before they get any wear and we’ll help you decide.

11. What if my item arrives damaged or faulty?

Let us know within 7 days of delivery, and send a couple of photos if you can. We’ll arrange a replacement or a full refund, shipping included, at no cost to you.

12. Can I exchange an item for a different size or style?

We handle exchanges as a return followed by a new order. This is usually the quickest way to get the right item while it’s still in stock.

13. How do I choose the right size for my pet?

Each product page lists the sizes and measurements. If your pet is between sizes, email us at info@pethush.shop before ordering and we’ll help you pick the best fit.

14. Can I cancel or change my order after placing it?

If you catch it quickly, email us straight away and we’ll do what we can. Once an order has been packed or shipped, we can’t change it.

15. What if I entered the wrong delivery address?

Email us as soon as you spot the mistake and we’ll try to fix it before your order ships. Once it’s on its way, we can’t change the address.

16. What payment methods do you accept?

We accept all the major credit and debit cards: American Express, Diners Club, Discover, JCB, Maestro, Mastercard, Visa, and Visa Electron. If you’re not sure your card will work, give us a call or send an email and we’ll happily check.

17. How can I contact you?

You can email us at info@pethush.shop or call +44 1252 985446. We’re available Tuesday to Saturday, 8:30 AM-4:30 PM (UK time), and closed on Sundays and Mondays.

18. Where are you based?

We’re at 73 Upper Hale Rd, Upper Hale, Farnham GU9 0PA, United Kingdom.

Business Information
Pet Hush
Address: 73 Upper Hale Rd, Upper Hale, Farnham GU9 0PA, United Kingdom
Phone: +44 1252985446
Email: info@pethush.shop

Business Hours (UK Time)
Tuesday – Saturday: 8:30 AM – 4:30 PM
Sunday – Monday: Closed