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Help &
Support Center
Find answers to common questions about your account, shipping, and our products.
Orders & Account
Do I need an account to place an order?
Yes, creating an account allows you to track your orders, save your delivery details for faster checkout, and view your purchase history.
Can I change or cancel my order after placing it?
We process orders very quickly (often within hours). If you need to make a change, please email support@sipets.com immediately. If the order has already been dispatched, we cannot change it, but you can return it to us for a refund once it arrives.
Where is my order confirmation email?
The email is sent instantly after you complete your purchase. If you haven't received it within 10 minutes, please check your Spam/Junk folder. If it’s still missing, contact us, and we will resend it.
Shipping & Delivery
How much does shipping cost?
Shipping is calculated at checkout based on the weight of your items and your location.
- UK Customers: We offer Free Standard Delivery on orders over £50.
- International: Rates are displayed at checkout before you pay.
How long will my delivery take?
- UK Standard: 2 - 4 Working Days.
- UK Express: 1 - 2 Working Days.
- International: Typically 5 - 14 Working Days depending on the destination.
Do you ship internationally?
Yes! We ship to pet owners worldwide. Please note that for international orders, you (the customer) are responsible for any customs duties or import taxes charged by your country.
My order hasn't arrived yet. What should I do?
Please check the tracking link in your dispatch email first. If the tracking hasn't updated in a few days or your estimated delivery date has passed by more than 3 days, please contact support@sipets.com so we can investigate with the courier.
Returns & Refunds
What is your return policy?
You have 14 days from the day you receive your order to notify us if you wish to return an item. The item must be unused, in its original packaging, and in resalable condition.
Are there items I cannot return?
Yes. For hygiene and safety reasons, we cannot accept returns on:
- Opened pet food or treats.
- Grooming products (brushes, shampoos) if the seal is broken.
- Puppy whelping items.
- Items that have been used, worn, or are covered in pet hair.
Do you offer free returns?
Unless the item is faulty or we sent the wrong product, you are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot refund items that get lost in the post on their way back to us.
How do I start a return?
Please email support@sipets.com with your Order Number and the reason for the return. We will reply with the correct return address and instructions.
Product Information
Are your products safe for puppies/kittens?
Safety is our priority. Most of our accessories are suitable for all ages, but please check the specific product description for age or size recommendations. Always supervise your pet with new toys or chews.
How do I know which size collar/harness to buy?
We include a Size Guide on the product page for all wearable items. We strongly recommend measuring your pet's neck and chest before buying to avoid the hassle of exchanging sizes.
Partnerships
Do you have an affiliate program?
Yes! We love working with pet influencers, bloggers, and content creators. We offer a competitive 10% commission on sales. You can apply to join via our Affiliate Program page.
Do you offer wholesale?
We are primarily a direct-to-consumer retailer. However, if you are a groomer or trainer looking to buy in bulk, please email us to discuss potential volume discounts.