FAQs
Shipping & Getting Your Order:
When will my order ship out?
We’re pretty quick! Most orders are processed and sent out within 1 to 2 business days (Monday through Saturday). If you get your order in before our 17:00 (GMT) cut-off, we’ll start working on it the very next business day.
How much do I pay for shipping?
Nothing! We offer Free Express Shipping on every single order within the United Kingdom. No minimum spend is required.
How long does delivery take?
Once it leaves our shop, it usually takes 3 to 5 business days to arrive at your door via FedEx.
Can I track my package?
Definitely. As soon as your tems are on the way, we’ll email you a tracking ID. Just a heads-up: it can take about 24 hours for the tracking link to update once the carrier scans it.
Returns & Refunds:
What is your return policy?
We want you to love what you bought. If it’s not the right fit, you have 30 days from the day you received it to send it back to us. To be eligible, the item just needs to be unused, in its original packaging, and with the tags still on.
Is there a return fee?
We don't believe in hidden costs. There are no restocking fees and no "restoration" fees at all.
Who pays for the return shipping?
If it’s our mistake: If the item is damaged, defective, or we sent the wrong thing, we’ll send you a prepaid return label. It won't cost you a penny.
If you changed your mind: If you decided you don't want the item anymore, you would just need to cover the cost of mailing it back to us.
How do I start a return?
Just drop us an email at support@tonyspet.store. We’ll guide you through the process and give you the correct return address. Please don't send things back without checking with us first, as we want to make sure your refund gets processed correctly!
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Changes & Cancellations:
Can I change my mind after ordering?
We all make mistakes! You have a 24-hour window to cancel or change your order. Just email us at support@tonyspet.store with your order number. Once 24 hours have passed (or if the item has already shipped), we won't be able to stop the delivery, but you can still use our return policy once it arrives.
What if I put the wrong address?
If you catch it within 24 hours, we can fix it. If the order gets returned to us because of a wrong address, we’ll have to charge a small fee to ship it out a second time.
What if my item arrives broken?
We’re so sorry! If your supplies arrive damaged, please take a quick photo of the damage and email it to support@tonyspet.store right away. We’ll get a replacement or a refund sorted for you immediately.