We know you can’t wait to receive your new Closer Pets product(s), so here’s what to expect when you click that all-important ‘order’ button – along with our returns information, should you need it.
Once we’ve received your order and payment, we’ll pick, pack and post out your products the next working day (or on the same day for UK next-working-day orders placed before 1pm). We’ll keep you in the loop with email updates – so you’ll know exactly when to expect your pet’s new gadget(s)!
You can read our delivery and returns ‘fine print’ here, but here’s the main info you need to know:
Where do you deliver?
We proudly deliver across the UK and USA - please visit Closer Pets US for all US orders.
We also deliver to Europe, so please visit Closer Pets EU to complete your order!
When will my order arrive?
Please note: Days shown are from the date of dispatch and all delivery timescales are subject to product and availability.
- Standard delivery (UK): 2-5 days.
- For USA delivery information, please click here
What happens if my order doesn’t arrive?
In the unlikely event that your order doesn’t arrive (or is incomplete, incorrect or damaged), please let our customer services team know within 5 days of receipt or expected delivery and they will be happy to send, swap or refund as required.
Remember to double-check your address and personal details are correct before ordering – if your order comes back to us marked as undeliverable, an additional delivery charge may apply to cover the cost of redelivery.
For UK enquiries, please call +44 (0)1932 700001.
For North American enquiries, please call (936) 760 4333
Can I return my order if needed?
I’m not happy with the product:
As a valued customer, we want you to love our products as much as we do. However, should you wish to cancel an order or decide to return, you can easily do so at any time within 14 working days of receiving your order.
Please note that you will need to cover the cost of return in this instance, and the product should be unused and in its original packaging. Once we’ve received your order, a full refund (including initial delivery postage fee up to Royal Mail First Class but excluding returns delivery postage fee) will be made within 30 days for UK only. This does not affect your statutory rights.
I love the product, but it has a fault:
At Closer Pets, we’re super proud of the quality of our products, but in the unlikely event that there’s a fault, please contact us, quoting the date you ordered the goods, the order number, the product name and the nature of the fault. Depending on the issue, we’ll either repair or replace the product at our cost, including your postage costs.
Please note that the guarantee is only from the initial purchase date, and does not start again when you are sent a replacement. Also, pre-owned/pre-loved goods are not eligible for repair or replacement under our guarantee.