Customer Account: Password Update

If you have an account with us and this is your first time visiting our new website, please visit the password reset page in order to activate your customer account.


Which courier do you use for home delivery orders?

Pets & Friends DPD Predict Service

We only use DPD for all our home delivery orders, simply because they offer a fantastic range of services, including DPD Predict and DPD Pickup. You will receive an email and text message (if you provide us with a mobile number on your account) as soon as your parcel is out for delivery, along with a one hour delivery window that can be tacked in real time so you know exactly when your driver will be arriving. Alongside a range of options if this one-hour time slot isn't convenient for you.


First Order Discount Online - New customers get 10% off

If you're new to Pets & Friends online then you will get 10% off your first order when you sign up as a new customer (please note the 10% discount isn't available if you checkout as a "guest"), you will receive an e-mail once you have signed up which will include your discount code. The 10% off discount voucher means you will get the chance to save on your first order - a great reason to give Pets & Friends a try! Please note, the 10% discount is deducted from your overall order total - If the total of the order is taken down to under £35.00 once the 10% first order discount is applied to your order then a delivery charge will apply*

Please note that the 10% discount on your first order cannot be used in conjunction with any other discount codes.

*Please see our full list of delivery charges to check which will apply to your specific delivery address. Please note that this 10% discount code is not available to use in store and is only available to use for customers who wish to shop online. We reserve the right to withdraw this offer at any time.


Using Discount Codes Online

From time to time we may email out our database exclusive online discount codes, please note, we only allow 1 discount code per order.

Whichever discount code you use that is the higher value/discount will take priority and will be added to your order.

Discount codes are not compatible with any multibuy offer - 3 for 2, 2 for £10.00 for example.


Placing an Order Online

Our warehouse team work 5 days a week, Monday to Friday (Excluding Bank Holidays) 9am to 5pm. The cut off time for all orders is 1pm each day Monday to Friday. Any orders placed after 1pm will be processed the next working day. Orders placed over the weekend will be processed on the next working day.


Can I place an order over the telephone?

Yes! If you would prefer to place an order over the telephone just give us a call on 0115 939 9077 Monday to Friday 9am – 5pm and we will be happy to take your order details over the phone. Sorry, but we are unable to take payments via PayPal over the telephone.


Click and Collect Only Items

A selection of products on our site are only available for collection in store, and cannot be selected for home delivery, for example, frozen food items, live reptile food and some bulky items. Any items that are only available for collection in store are clearly flagged as being a "Store Only" item. Once at the checkout stage, if any of these items have been added to your basket you will only have the option to collect from your local store. Any products that you require for home delivery will need to be processed as a separate order.


What happens after I've placed my order?

After you have placed your order, we will send you a confirmation email with details of your order, reference number and delivery details. Please keep this order number as it will be useful if you have any queries with your order at any stage. Don’t forget you can always log into your account on the Pets & Friends website to track the process of your order at any time. Normally we need 2-3 working days after you have placed you order to get your products picked and prepared for dispatch. When your order is ready to be sent out to you, your card will then be charged for the total amount of your order.


Want more details on our delivery charges & timings?

Please see our dedicated delivery page for more information 


Payment Method

Payment can be made by Visa, Visa Electron, MasterCard, Delta and Maestro debit cards and Paypal. For all orders, UK VAT is applied at the current rate of 20.00% (where items are VAT applicable).


Product Availability

Unfortunately, some products from time to time may be out of stock. We aim to inform you of any out of stock as soon as possible after you have placed your order. We will hold these items on a back order if you wish, but dispatch the rest of your order, you will not be charged for additional deliveries due to out of stocks.


Returns & Exchanges

A copy of our returns and exchanges policy can be found on our Returns Policy page.