FAQ

1. Why should I purchase from Pet Shack?

By choosing us, you're not just getting unique, stylish and high-quality products tailored to specific dog breeds and dog lovers like yourself, but you're also supporting a brand with a mission. As one of the few brands specializing in clothing related to specific dog breeds, we offer a range of cool designs that celebrate the unique characteristics of each breed. However, if you can't find designs for your favourite breed yet, don't worry! As a growing brand, we're constantly expanding our offerings, and your support helps us to do just that. Plus, every purchase you make plays a crucial role in our mission to help end pet homelessness and pet cruelty. We do this by working with charities and donating a portion of every sale. While we're a small brand for now, we have many more ideas planned for the future to give back to the pet community. So, not only do you get stylish apparel for you and your furry friend, but you also become part of our journey to make a difference in the lives of dogs and other pets in need. Thank you for being a part of our pawsitive mission!

2. Where does Pet Shack operate from?

Pet Shack is currently a one person company that operates from London, UK. All products ship from the private residence of the owner!

3. I can just purchase from elsewhere, what's the difference between pet shack products and other brands' products?

Of course other brands do exist that sell products related to dog owners. However we are one of the very few brands that make products with love related to specific dog breeds! So by purchasing our products you are not only purchasing high quality and stylish apparel, you are also making a huge statement to the world to show how proud you are to own the dog breed that you have! How cool is that?  And dont forget that every purchase you make plays a big role in our mission to help end pet homelessness and pet cruelty.

4. What shipping methods does Pet Shack use?

Currently Pet Shack only ships within the UK. So therefore we currently use Royal Mail for all shipping deliveries. Below are the different methods that we offer:

  • Royal Mail 1st Class Delivery (1 Working Day) - £3.69
  • Royal Mail Tracked 24 Delivery (24 Hours) - £3.99
  • Royal Mail 2nd Class Delivery (2-3 Working Days) - £2.99
  • Royal Mail Tracked 48 Delivery (48 Hours) - £3.29

5. I am still waiting for my order, Where could it be?

Pet Shack is currently a one person operation and therefore need 1-3 business days in order to ship the order although it is always aimed to ship your order as quick as possible. Once you receive your tracking number, please allow 24 hours for it to update. 

6. How can I track my order?

A tracking number will be provided within the confirmation email you will receive once your order has been shipped. Please note that not all shipping methods come with a tracking number.

7. I have emailed customer service, How long will it take to get a response?

Please allow a total of 1-2 business days for you to receive a response to your enquiry. Although it is aimed to respond to your query much faster than the stated time frame. 

8. What payment methods does Pet Shack accept?

Our checkout is currently managed by Shopify. We accept all major credit and debit cards along with Paypal, Apple Pay and Google Pay.

9. How does your Klarna and ClearPay payment work?

Clearpay is a buy now, pay later service that allows shoppers to split their purchase into four equal payments, which are paid bi-weekly. There are no interest fees or upfront payments required, but late fees may apply if payments are missed. It's available for online and in-store purchases, offering flexibility and convenience to shoppers while allowing them to budget more effectively.

Klarna is also similar, They are a payment service that allows users to buy now and pay later, either in installments or within a specified period. It offers flexibility and convenience by splitting purchases into manageable payments without charging interest or fees. Klarna also provides options for financing larger purchases and allows customers to shop online or in-store using their app or website.

10. I have a missing item from order, Who do I contact? 

Please head over to our contact page Contact Us (pet-shack.com) or alternatively you can email us on CustomerService@pet-shack.com.

11. Can you please give me sizing recommendations?

Of course we can! We try our hardest to make sure all apparel is created to a true fit. If you are feeling unsure about your sizing, then we recommend your usual sizing for all sweatshirts and hoodies. For more info on what sizes to choose then it is recommended to check the size chart which can be found on the individual product pages.

12. How do I start a refund or exchange? 

If for any unfortunate reason you would like to start a refund or exchange with us then you can navigate to the return portal that is at the header of the page. If you still need any assistance then you can contact us by either going to Contact Us (pet-shack.com) sending us a message, you can email us directly on CustomerService@pet-shack.com or contact us using the chat widget at the bottom right of your screen. Please note that our returns and exchanges policy lasts for 30 days at the time of your order being shipped.

13. I have purchased an eBook, How long will it take for me to receive it?

You will receive your eBook once we have received your payment, which is of course, Instantly. If in an highly unlikely event you don't receive your eBook then please contact us.

If you have read through our FAQ's and you still have a question to ask then please contact us using either one of the following methods:

  • send an email to CustomerService@pet-shack.com
  • alternatively use the contact form on the Contact Us page.
  • Use the chat widget on the bottom right of your screen

* This page can and will be updated at any time. Please check back on this page in due course for any updated information.