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!

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 lets you schedule regular deliveries of your pet supplies, so you never run out of pet food or other essentials ever again. Your pet will be mightily relieved!

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

Just select Get Set Save on a product page, set your schedule and add the quantity required and you are good to go!

What are the benefits of Get Set Save?

Firstly, you will be safe in the knowledge that you won’t run out of your pet’s favourite food. No more rushing to the pet shop just before closing. Secondly, after your first Get Set Save discount, you’ll continue to save up to 10% on select brands for all future Get Set Save orders.

Is there a membership fee?

There's no joining fee, and you can cancel or suspend your subscription at any time. Going on holiday? Easy, just pause your subscription for a couple of weeks?

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

We'll send an email to remind you of your upcoming Get Set Save orders as well as when your Get Set Save order ships. Remember you can change the frequency of your subscriptions at any point by logging into your account.

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

Go to Manage your subscriptions, select the Get Set Save subscription you need to reschedule, click the "Change" link in the Next Shipment section on your computer or the "Change Date" button on your mobile device, and select your preferred shipment date. You can change your shipping date up to 24 hours before your next scheduled despatch date.

How can I add or remove items in my Get Set Save?

To add items: go to the product page of the item you'd like to add and click the "Add to Get Set Save" . If you have multiple Get Set Save orders, you'll be asked to select which one you're adding to.
To remove items: go to Manage your subscriptions and select your Get Set Save order. For the item you wish to remove, click on "Remove" and confirm you'd like to remove it from your Get Set Save order.

How can I change my payment method?

For a single Get Set Save subscription go to Manage your subscriptions and click your current card to see all available payment methods or add a new one.
For multiple Get Set Saves: go to your Payment Methods, edit an existing card or add a new one, and check the "Update your active Get Set Saves to use this credit card" checkbox.

When will my credit card be charged?

Your credit card will be charged automatically on the date the order is despatched. You may see a pending charge on your credit card as soon as we begin to prepare your order, which could be as early as 24 hours ahead of your scheduled ship date. There's no need to call or update anything online.

How can I change my shipping address?

For a single Get Set Save subscription go to Manage your subscriptions and click your current address to see all available addresses or add a new one.
For multiple Get Set Saves: go to your Addresses, edit an existing address or add a new one, and check the "Update your active Get Set Saves to use this address" checkbox.

How can I cancel my Get Set Save?

You can cancel anytime by going to Manage your subscriptions and click the "Cancel" button.

Shipping

How much is delivery?

Orders over £39 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.