Welcome to the ScritchPets FAQ page. We've answered the most common questions below — but if there's anything else you need, just get in touch and we'll be happy to help.

How long will my order take to arrive?

Here's a rough breakdown of our delivery timelines:

• Handling Time: 1–2 business days
• Transit Time: 6–8 business days
• Estimated Delivery Time: 7–10 business days

Want the full details? Head over to our Shipping Policy 

Do you offer free shipping?

Absolutely — every single order within The United Kingdom ships completely free. No minimum spend, no codes needed. More info on our Shipping Policy

Where are you based?

We're a UK-based online business specialising in carefully selected, high-quality pet wellness products. We currently ship within The United Kingdom.

What happens if I receive a faulty or defective product?

We're sorry if that happens — and we'll make it right. Just get in touch within 30 days of receiving your order and we'll send you a replacement at absolutely no cost to you. Full details in our Return Policy

Can I cancel my order after placing it?

Yes — you've got a 24-hour window after placing your order to cancel. Just contact our support team as soon as possible and we'll sort it out.

What's your return policy?

We keep things simple. You've got 30 days from delivery to return items, and the process is completely hassle-free. Everything you need to know is here: Return Policy

How long does a refund take?

Once we've received your return and had a quick look over it, your refund will be processed. You can expect it back in your account within 7 business days, though it can depend on your bank or payment provider. More details in our Refund Policy

Do you offer any guarantees?

Yes — every purchase is covered by our 30-day return policy. If something isn't right, we've got you covered. Full terms are in our Return Policy

How do I get in touch with you?

Easy — you can reach us through our Contact Us page or email us directly at info@scritchpets.com. We aim to get back to you as quickly as possible.

Do you ship internationally?

Not at the moment — we currently ship exclusively within The United Kingdom. We're always looking to expand though, so watch this space.

Do you have a physical shop?

We're online only, which is actually how we keep our prices competitive and our product range wider than a traditional shop could offer.

Can I place a bulk order?

Of course — we're happy to accommodate bulk orders for businesses or organisations. Just reach out to our support team and we'll put together pricing and details for you.

How do exchanges work?

If you'd prefer a different size, colour, or product, we can swap it for you. Full exchange instructions are in our Return Policy

How do I track my order?

Once your order's been shipped, you'll get an email with your tracking number. You can check the status anytime here Order Tracking Page 

Fraud Prevention

To protect our customers, we reserve the right to cancel or hold any order that appears suspicious or shows signs of unauthorised activity. For higher-value or flagged orders, we may ask for a bit of additional verification — it's simply a safeguard for everyone involved. If anything seems off with your order, please contact us at info@scritchpets.com and we'll look into it straight away.