Online Store

Welcome to our online pet store, your ultimate destination for addressing joint pain, digestive disorders, skin and coat health, urinary support, and mental well-being in your beloved companions. Explore our extensive collection of natural pet supplements, each meticulously crafted to cater to your pet's specific needs. Our supplements are formulated using premium, carefully sourced ingredients dedicated to enhancing your pet's overall health and vitality.

In addition to our wide range of supplements, we proudly offer a diverse selection of pet accessories, including sturdy leads, stylish collars, and delectable grain-free treats. Our durable leads are designed to endure your pet's active lifestyle, ensuring they last for the long haul. As for our grain-free treats, they are a wholesome alternative to traditional options, crafted from natural ingredients for your pet's well-being.

We understand that the search for the perfect products can be overwhelming. That's why we've committed ourselves to simplifying your shopping experience. Our user-friendly website is thoughtfully designed for easy navigation, making it effortless to discover the ideal solutions for your pet.

Furthermore, we extend the convenience of free shipping for most items within the UK, demonstrating our dedication to facilitating a hassle-free shopping experience. Our mission is to provide everything you need to keep your pet delighted and in the best of health. Shop with us today and witness the positive transformation in your pet's life.

At The Petcare Factory, we pride ourselves on providing efficient and reliable delivery services to our customers. We offer free delivery within the UK for most orders placed on our website. Delivery times are approximate and may vary depending on the location of the delivery address. Please allow 3-5 business days for delivery, particularly for addresses in Northern Ireland, the Scottish Highlands, and some offshore locations. We cannot guarantee delivery times as they are subject to change due to unforeseen external factors such as severe weather or technical issues within the carrier's infrastructure.

Orders are shipped from our warehouse or third-party warehouse every business day from Monday to Friday. Orders placed before 1pm on a business day will generally be shipped on the same day unless it falls on a public holiday. Orders placed after the 1pm cutoff will be dispatched on the following business day. Please note that we do not typically ship items over the weekend, so orders placed after 1pm on Friday or Saturday and Sunday will not be dispatched until the following Monday.

We determine the most suitable method of fulfilling orders placed on our website to ensure prompt delivery to our customers. In most cases, orders are shipped directly from our warehouse. However, in some cases, we may utilise alternative fulfilment networks, such as Amazon, to prevent delays and ensure efficient delivery. This may result in the outer protective packaging displaying unexpected branding.

What Communication Can I Expect To Receive Throughout The Order Process?

We want to keep you updated with your order as it progresses, but we don't want to bombard you with unnecessary emails. To put your mind at rest, we will always send you a confirmation email once you have completed your order on our website, which will contain your order number and a summary of what you have ordered.

If you do not receive the confirmation message within a few minutes of placing your order, please check your spam and/or junk mail folders just in case the confirmation email got delivered there instead of your inbox. If it has, you can mark it as not spam or add the address orders@thepetcarefactory.com or the domain thepetcarefactory.com to your safe sender or approved list, depending on your email client. Doing this will ensure that future messages get through to you, hopefully without issue. If you have checked these additional folders and still have no email, you may not have provided an accurate email address when placing your order. If you suspect this is the case and want the email, please contact us at ask@thepetcarefactory.com, and we will be able to resend any emails you may have missed.

We will email you again once your order has been dispatched (when it is ready to leave our warehouse or instructions have been sent to a third party to ship the items in an order to you) to let you know that it is on its way.

Carded Deliveries

In the event that you are not at home when the delivery of your order is attempted, a card should be left to let you know about this failed attempt, providing details on how you can collect your item.

Please ensure that you collect any items from your local mail office as soon as possible after receiving an attempted delivery card. Standard delivery items are retained by the mail office for around three weeks, after which time they will be returned to us and will have to be re-shipped at a later date.

We cannot take responsibility for delays caused by the buyer's failure to collect their item in time. If an item is returned to us, we will re-ship it as soon as we receive it. However, please note that we cannot control any resultant delivery delay in this instance.

Sometimes, a delivery is attempted, but a card is not left. If your order does not arrive within a suitable time frame, if possible, check with your local delivery office to ensure they are not holding it for you. Most delivery delays we encounter seem to be caused by cards not being left by the carrier.

Missing Orders

On rare occasions, an item may go missing once it has been passed to the carrier. In such cases, we will either replace or refund the items once it has been confirmed that they are lost. The time that elapses before an item is deemed missing can differ, but for domestic mail, this is usually 15 working days from the delivery due date.

We hope you are entirely satisfied with your purchase, but if not, we will try to do our best to put it right.

If you have a problem, can you please fill in the form below and provide a little more information, including the order number you were given and the nature of the issue you wish to report? This will allow us to look at your order's details and deal with the problem more efficiently.

Please note that only items purchased directly from our website should be reported using this contact form. Any issues related to orders purchased on some other platform, such as Amazon or eBay, should be notified via their website using the standard procedures in place. This will mean we can process any problems correctly and most efficiently.