FAQs

How do I contact customer service?

You can reach our helpful customer service team via our website chat function or you can send us an email at hello@getsetpet.com.

What are your customer service hours?

We’re available between 9am and 5pm Monday to Friday excluding public holidays.

Do you work with shelters and other pet-related organisations?

We are keen to support local pet shelters as we recognise the amazing work they do.  Stay tuned for more information on this!  We also sponsor dogs from Dogs Trust.

What’s your Privacy Policy?

Your privacy is very important to us. Please read our Privacy Policy for more details.

Get Set Save

What is Get Set Save?

Get Set Save allows you to schedule regular deliveries of your pet supplies so that you never run out of pet food or other essentials again.

How do I activate the discount?

Up to 5% discount is automatically applied when you select Get Set Save. For a further 15% saving on your first subscription order, enter the code GETSETSAVE15 at checkout.

How do I set up a Get Set Save so I can receive a recurring delivery?

Select “Get Set Save” on the product that you wish to subscribe to > Set your schedule > Add the quantity required > Proceed to checkout.

What are the benefits of Get Set Save?

Following your saving of up to 20% off your first subscription order, you will also save up 5% on every subsequent Get Set Save order - all whilst being safe in the knowledge that you won’t run out of your pet’s favourite food!

When is my first order sent?

Once you are subscribed to Get Set Save, you will receive your first order the next working day. Subsequent deliveries will then be sent based upon your subscription preferences.

Is there a membership fee?

No, there is not a joining fee and you can cancel or suspend your subscription at any time.

How will I know when my Get Set Save is on its way?

We will send you two emails – one to remind you about your upcoming Get Set Save order and another to inform you once your order has been shipped.

How can I change my delivery date or delay my Get Set Save?

Manage my subscriptions > Select the subscription you wish to reschedule > Change in shipment > Select preferred shipment date.

You can change your shipping date up to 24 hours before your next scheduled dispatch date.

How can I add items to my Get Set Save subscription?

Go to the product page of the item that you wish to add to your subscription > Select “Get Set Save”.

If you have multiple Get Set Save orders, you will then be asked which order you would like to add to.

How can I remove items from my Get Set Save subscription?

Manage my subscriptions > Select “Get Set Save order” > Remove desired items > Confirm.

How can I change my payment method?

For a single Get Set Save subscription:

Manage my subscription > Select current card. This allows you to view all available payment methods or add a new card.

For multiple Get Set Save subscriptions:

Payment methods > Edit an existing card/add a new one > Select “Update your active Get Set Saves to use this credit card”.

When will my credit card be charged?

Your credit card will be charged automatically on the date your order is dispatched. However, as we prepare your order, you may see a pending charge on your credit card as early as 24 hours ahead of your scheduled ship date.

How can I change my shipping address?

For a single Get Set Save subscription:

Manage my subscription > Select current address. This allows you to view all available addresses or add a new one.

For multiple Get Set Saves:

My addresses > Edit an existing address or add a new one > Select “Update your active Get Set Saves to use this address”.

How can I cancel my Get Set Save?

To cancel your subscription any time:

Manage my subscriptions > Select “Cancel”.

Shipping

What is your shipping schedule over the May bank holiday weekend?

Orders placed after 1pm on Friday 22nd of May for mainland UK destinations will be collected on Tuesday 26th of May for shipping on Wednesday 27th of May. For non-mainland UK destinations please allow a minimum of one extra day.  Please note that due to the ongoing disruption caused by coronavirus (COVID-19) delivery times cannot be guaranteed.

How much is delivery?

Orders over £29 enjoy free delivery.  All other orders are delivered for a flat rate of either £3.99, £5.99 or £6.99 according to weight.  Please note that shipping is calculated after other discounts (if applicable) have been applied.

How long does it take to get my order?

Orders placed by 1pm will be delivered the next working day.  The only exception to this is some post codes in the Highlands & Islands which may take a little longer.  If you haven't received your order after a day or two please use "track and trace" (see "What happens if my package gets lost?" below) as it could be that delivery has been attempted but the courier needs help to locate your property.

How do I track my order?

You will be provided a tracking link for your order so you can keep yourself updated on the progress of your order once it has been shipped.

Who will be delivering my order?

We have chosen to partner with Royal Mail and Parcelforce to provide you with a fast and reliable delivery service.  Sometimes your order will be delivered by a different courier if you have purchased items where shipment is arranged directly from our supplier.

Do I need to be there to sign for it?

Deliveries made by Parcelforce will require a signature upon delivery.

Do you ship to P.O. boxes or international addresses?

No, not at this time.

What happens if my package gets lost?

For both Royal Mail and Parcelforce you can take advantage of their "track and trace" system by entering your order reference number and following the instructions.  The link for Royal Mail is https://www.royalmail.com/track-your-item#/ and the link for Parcelforce is https://www.parcelforce.com/track-trace

Payments

How do I make a purchase?

Simply click the "Proceed to Checkout" button in your shopping basket. If you're not logged in, you will be asked to do so.

What information do I need to check out?

Our checkout is easy, fast, and secure. Enter your delivery address and payment method, then place your order!

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover and PayPal.

Returns

What’s your Return Policy?

We hope you love our products but if we have made a mistake with your order, or your goods are damaged, then you can return them to us at our expense. If you have changed your mind then please contact us within 14 days of receiving your order at hello@getsetpet.com to arrange a refund.

What do I do if I need to return something?

If something needs to be returned we can send you a returns label.