Frequently Asked Questions

Last updated: 12 September 2026

Welcome to the Joes Pet Supplies FAQ.

Here you’ll find answers to common questions about ordering pet products from us, delivery, returns, refunds, payments, and customer support.

At Joes Pet Supplies, we aim to provide a simple, secure, and transparent online shopping experience. If you cannot find the answer you need below, please contact our customer support team.

Orders

How do I place an order?

You can place an order directly through joespetsupplies.store.

Browse our pet products and accessories, select the product you would like to purchase, choose any available options, add the item to your basket, and follow the checkout process to complete your purchase.

Can I change or cancel my order?

If your order has not yet been dispatched, please contact us as soon as possible at support@joespetsupplies.store.

We will make reasonable efforts to update or cancel your order before dispatch.

If your order has already been shipped, changes may no longer be possible. Please refer to our Return & Refund Policy for information about eligible returns.

What happens after I place an order?

After successfully submitting your order, you should receive an order confirmation using the email address provided during checkout.

Once your order has been processed and dispatched, we may send additional delivery information, including tracking details where tracking is available.

Shipping & Delivery

Where do you deliver?

We currently deliver within the United Kingdom only.

At this time, Joes Pet Supplies does not offer international shipping.

How long does delivery take?

Our current delivery options are:

  • Economy Shipping: 6–9 business days — Free
  • Standard Shipping: 3–5 business days — £30

Available shipping options, estimated delivery times, and applicable charges are displayed during checkout before payment is completed.

Delivery times are estimates and may occasionally be affected by courier delays, public holidays, severe weather, peak shopping periods, or other circumstances outside our reasonable control.

How long does order processing take?

Orders are generally processed and dispatched within 2 business days after successful payment confirmation.

Orders are normally processed Monday through Friday, excluding UK public holidays.

Will I receive tracking information?

Where tracking is available, we will provide tracking information after your order has been dispatched.

Please allow some time after dispatch for the carrier's tracking system to display the latest shipment information.

Can I change my delivery address?

Please contact us as soon as possible at support@joespetsupplies.store if you need to correct or change your delivery address.

If your order has not yet been dispatched, we will make reasonable efforts to update it.

Once an order has been shipped, changing or redirecting the delivery address may no longer be possible.

Returns & Refunds

What is your return policy?

We offer a 30-day return period for eligible products.

This means you may request a return within 30 days after receiving your order.

Eligible products should generally be unused, undamaged, and in the same condition in which they were received, with applicable tags, accessories, and original packaging.

Please review our Return & Refund Policy for complete conditions, exclusions, and information about your applicable consumer rights.

How do I request a return?

To request a return, contact:

support@joespetsupplies.store

Please provide your order number and information about the product you would like to return.

If your return is accepted, we will provide instructions explaining how and where to return the product.

Please do not send products back before contacting us and receiving the appropriate return instructions.

What if my product arrives damaged, defective, or incorrect?

Please inspect your order after delivery.

If you receive an incorrect, damaged, or defective product, contact us as soon as possible at support@joespetsupplies.store.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product where appropriate
  • Photographs of the packaging where relevant

We will review the issue and provide an appropriate solution in accordance with our policies and applicable consumer rights.

Who pays for return shipping?

For eligible change-of-mind returns, customers are generally responsible for return shipping costs unless otherwise stated or required by applicable law.

If a product is incorrect, damaged, defective, or otherwise not in conformity with your order, please contact us before returning it so we can provide the appropriate instructions.

When will I receive my refund?

After we receive and inspect an eligible returned product, we will notify you regarding the status of your refund.

If approved, the refund will normally be issued to the original payment method.

Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.

Payments & Billing

What payment methods do you accept?

Depending on availability and the payment options displayed at checkout, accepted payment methods may include:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • Diners Club
  • JCB
  • UnionPay
  • Apple Pay
  • Google Pay
  • Link

Additional payment methods may be available depending on your location, currency, device, and checkout eligibility. The payment methods displayed at checkout are the methods currently available for your order.

Is my payment information secure?

We use third-party payment providers and secure checkout technology to process payments.

Joes Pet Supplies does not store your full payment card details on its own systems.

Payment information is processed by the applicable payment provider according to its security and privacy practices.

Why was my payment declined?

A payment may be declined for several reasons, including:

  • Incorrect billing or payment information
  • Insufficient authorisation from your bank or card issuer
  • Payment verification problems
  • Security or fraud-prevention checks
  • Restrictions imposed by your payment provider

If your payment is declined, please check the information entered during checkout or contact your bank or payment provider for assistance.

Products

What types of products do you sell?

Joes Pet Supplies offers pet supplies and accessories designed for everyday pet care, comfort, feeding, grooming, walking, and play.

Depending on current availability, our product selection may include:

  • Pet toys
  • Collars, leads, and walking accessories
  • Feeding and drinking accessories
  • Grooming and pet-care products
  • Beds and comfort products
  • Other useful pet accessories and supplies

Please refer to individual product pages for specific product information.

Are your product images accurate?

We aim to present product images and information as accurately as reasonably possible.

However, the appearance or colour of a product may vary slightly because of factors such as screen settings, device displays, lighting, manufacturing updates, or product variations.

Please review the relevant product description, specifications, and available options before placing your order.

Are all products always in stock?

Product availability is displayed on our website and may change over time.

If a product unexpectedly becomes unavailable after you place an order, we will contact you regarding the available options. Depending on the circumstances, these may include waiting for the product to become available or receiving a refund for the unavailable item.

Account & Customer Support

Do I need an account to place an order?

Where guest checkout is available, you can complete your purchase without creating a customer account.

If account functionality is available on our store, creating an account may provide additional convenience when managing your details and orders.

How can I track my order?

Where tracking is available for your shipment, you can use the tracking information provided after dispatch to follow your delivery.

If you have questions about the status of an order, contact our customer support team and provide your order number.

How can I contact Joes Pet Supplies?

For questions about our products, an order, shipping, returns, refunds, or payments, please contact:

Joes Pet Supplies
Flat 29, Knowles House
51 Longstone Avenue
London, NW10 3AZ
United Kingdom

Website: joespetsupplies.store
Email: support@joespetsupplies.store
Phone: +44 7868 244635