Orders & Shipping
Can I modify or cancel my order after placing it?
Before Processing: We process orders very quickly to get them to your pet as soon as possible. If your order has not yet been processed by our warehouse, we may be able to update your shipping address strings or cancel the order. Please email support@petamaze.com immediately with your order number.
After Processing: Once an order status shifts to packed or dispatched, no modifications or cancellations can be made. If you no longer want the items, you will need to receive the delivery and return it unopened in accordance with our 14-day statutory cooling-off rules.
How long does shipping usually take?
For Mainland UK addresses, standard delivery typically takes 2 to 4 working days. Orders are dispatched Monday through Friday (excluding weekends and UK bank holidays).
Please note: Deliveries to Northern Ireland, the Scottish Highlands, the Isle of Man, and the Channel Islands may take an additional 2 to 3 working days under offshore carriage rules.
Where are the items shipped from?
All PetAmaze products are dispatched directly from our central fulfillment warehouse located right here in the UK.
Do you ship internationally?
No. To maintain the highest quality controls and reliable delivery standards for our formulations, we strictly ship to addresses within the United Kingdom only. We do not ship to Europe, the US, or any other international destinations at this time. Offshore UK territories (such as the Isle of Man and Channel Islands) are handled on a carrier-rated basis at checkout.
Tracking Your Order
How can I check the status of my order?
Email Confirmations: You will receive an automated Order Confirmation email immediately after purchase. Once our warehouse team scans and dispatches your parcel, we will follow up with a Shipping Confirmation email containing your unique courier tracking link.
PetAmaze Account Portal: If you created an account, simply log in and navigate to your "Order History" to view your live tracking status (e.g., Processing, Shipped, Delivered).
Courier Tracking: Click the link provided in your shipping email to view real-time transit updates directly via our delivery partners (such as Royal Mail).
What should I do if my tracking hasn’t updated?
Tracking links can occasionally take 24 to 48 hours to generate live scans once the courier collects the package from our warehouse. If your tracking link shows no movement for more than 3 working days, please reach out to us at support@petamaze.com so our team can investigate.
What should I do if my order hasn't arrived?
While couriers are generally excellent, occasional transit delays occur. In accordance with our Shipping Policy, we kindly ask that you wait up to 6 working days after placing your order before raising a missing parcel claim. If it still has not arrived by the 6th working day, email us at support@petamaze.com with your order number, and we will open an official investigation with the carrier to make things right.
Payments, Credits & Promotions
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Klarna. All transactions are fully encrypted to guarantee a safe and secure checkout experience for pet parents.
How does Store Credit work?
What it is: Store credit is a digital prepaid balance linked directly to your PetAmaze account. It can be used to purchase any future products on our website, but it is non-transferable and cannot be exchanged for raw cash.
How to use it: When logged into your account, you will have the option to apply your available Store Credit balance at checkout. If your order total is higher than your credit, you can pay the remaining balance using your standard payment method.
How can I use a discount code?
Add your chosen pet supplies to your basket and proceed to checkout. Enter your promotional code into the dedicated discount field and click "Apply."
⚠️ Important Shipping Threshold Warning: Free Mainland UK shipping is dynamically applied based on your final checkout subtotal after discounts are calculated. If a discount code drops your basket total to £29.99 or below, our standard £4.99 shipping fee will automatically apply. Discount codes cannot be stacked or combined.
Can I apply more than one discount code at a time?
No, discount codes cannot be stacked or combined. If you attempt to enter multiple codes, our checkout system will automatically apply the single code that provides the highest savings for your order.
Why is my discount code not working?
There are a few common reasons why a code may not apply at checkout:
- Expiry Date: The promotional window for the code may have closed.
- Basket Requirements: Your order may not have met specific criteria, such as a minimum spend threshold or containing specific non-eligible product types.
- Subscription Exclusion: Many discount codes are valid strictly for one-time purchases and cannot be applied to ongoing "Subscribe & Save" items, which already feature a built-in ongoing discount.
⚠️ Important Shipping Threshold Reminder: Please be aware that applying a discount code may reduce your final basket total below £30.00. If your subtotal drops to £29.99 or lower after the discount is applied, our standard £4.99 Mainland UK shipping fee will automatically be added to your order.
Returns & Refunds
What is your returns and refunds policy?
We offer a highly protective return framework designed to give pet parents absolute confidence:
- 14-Day Statutory Right: You have 14 days from delivery to return any completely unopened, unused item with original security seals intact for a full product refund. The cost and risk of return shipping are the responsibility of the customer.
- 60-Day Satisfaction Guarantee: We want your pet to love our formulas! If you have tried a product consistently and are not happy with the results, you can claim a refund under our 60-Day Satisfaction Guarantee. This applies strictly to first-time purchases of a single product per household. Full details can be reviewed on our dedicated Refund Policy page.
How do I initiate a return?
To start a return, email us at support@petamaze.com with your name, order reference number, and the reason for your return. Our Customer Experience team will review your request and provide you with a Return Merchandise Authorisation (RMA) along with our verified UK warehouse return address details.
Items sent back to us without a prior RMA request cannot be accepted or processed.
Managing Subscriptions
How do "Subscribe & Save" plans work?
Subscriptions allow you to automate your pet's wellness routine so you never run out of supplies. When enrolling, you receive an ongoing product discount. Your orders will process and dispatch automatically based on your chosen frequency (e.g., every 30, 45, or 60 days), and your authorised card on file will be charged on the morning of renewal.
Do I need an account to manage my subscription?
Yes. While you can check out as a guest for one-time purchases, you must create and activate your account to modify, skip, or cancel recurring deliveries.
How do I cancel or alter my subscription?
You have total flexibility with no hidden fees or locked contracts. Simply log into your PetAmaze Account Portal and click on "Subscriptions." From there, you can easily:
- Pause your subscription plan or skip your next upcoming delivery.
- Change your order frequency or swap/add items.
- Update your delivery address strings or payment cards.
⚠️ The 24-Hour Cancellation Rule: To prevent an automated order from being billed and packed by our warehouse, you must process any pauses or cancellations via your Account Portal at least 24 hours before your next scheduled renewal date. Cancellations made after this cut-off will apply to the following billing cycle.