Help centre
How can we help?
Thirty-three answers about orders, payments, delivery, tracking, products and returns. Search, or browse by category below.
OrdersPlacing, changing, cancelling
How do I know whether my order was successful?
You should see a confirmation page straight after checkout, and receive a confirmation email at the address you used.
If it does not arrive, check spam, junk and promotions, and search for “Scooth Pet”.
Can I change my order after placing it?
Contact us as soon as you can with your order number and the change you want. Once an order has entered processing or been prepared for dispatch, changes cannot be guaranteed.
Can I cancel my order?
Send the request as early as possible. Whether it can be cancelled depends on how far the order has moved through processing.
Once dispatch has begun it may no longer be possible. See our Refund Policy.
I entered the wrong delivery address. What now?
Contact us immediately with your order number and the full corrected address. Changes cannot be guaranteed once processing has started, so it is worth checking the address carefully at checkout.
Why might my order arrive in separate parcels?
Some items are prepared or dispatched separately, so products from one order can arrive in more than one parcel and on different days. Each parcel gets its own tracking where available.
Payments and checkoutSecurity, failures, codes
Which payment methods do you accept?
The methods available to you are shown at checkout. Availability can depend on your location, device and the payment services enabled in our store.
Is it safe to pay on Scooth Pet?
Checkout runs in Shopify’s secure environment and payment details are handled by the payment services shown there. We never see your full card number.
We will never ask you to send a complete card number, security code or password by email or message. If you receive such a request, it is not from us.
Why was my payment declined?
Usually incorrect billing details, insufficient funds, a security check or a restriction applied by your bank. Check the details entered, try another available method, or speak to your payment provider.
I see a payment attempt but no order confirmation.
Check spam and junk first. Interrupted or unsuccessful attempts can show temporarily as pending with your provider before dropping off.
Contact us with the email used at checkout, roughly when it happened, and the last four digits of the card. Never send the full number.
How do I use a discount code?
Enter it in the discount field at checkout and apply it before completing payment. Codes can carry expiry dates, product restrictions or minimum spend conditions.
DeliveryProcessing, estimates, issues
Where does Scooth Pet deliver?
We serve customers in the United Kingdom. Options are confirmed at checkout once a valid delivery address has been entered.
When is delivery free?
UK delivery is free on every order, with no minimum spend. No delivery charge is added at checkout, so the basket total is the amount you pay.
How long will my order take to arrive?
It varies with the product, destination, processing needs and carrier conditions. Our delivery page explains the two stages, and the Shipping Policy carries the formal terms.
What is order processing time?
The period used to confirm, prepare and arrange dispatch. It is separate from the carrier’s delivery time, and it does not produce tracking scans.
Will I pay additional customs or import charges?
Taxes and charges depend on destination, order value and applicable rules. Anything collected directly by our store appears in the checkout total before you pay.
What happens if I miss a delivery attempt?
Check the latest tracking update for the carrier’s instructions. The parcel may be scheduled for redelivery, sent to a collection point, or held locally.
TrackingNumbers, scans, delivered parcels
Where can I find my tracking number?
It is normally in the shipping confirmation email sent after dispatch. You can also use our tracking page or sign in to your account.
Why is my tracking number not working?
A number can exist before the carrier records its first scan, because the label is created ahead of collection. Check the code was entered correctly and try again a little later.
Why has my tracking not updated recently?
Parcels are not scanned at every stage. Tracking can sit unchanged while the parcel is genuinely moving between facilities.
It says delivered, but I cannot find it.
Check your safe place, entrance, reception, household members and neighbours who may have taken it in.
Look at the tracking record for a delivery photograph or note. If it is still missing, contact the carrier and then message us with your order and tracking numbers.
Returns and refundsRequests, damage, money back
How do I request a return?
Contact us before sending anything back, with your order number, the item, the reason and any relevant photographs. Our returns page walks through it, and the Refund Policy holds the formal terms.
My item arrived damaged, faulty or incorrect.
Send us:
- Your order number
- A clear description of the issue
- Photographs or video of the product
- Photographs of the parcel and label, if relevant
Keep the product and packaging until we have reviewed it.
The size is wrong. Is that a valid reason?
Get in touch and tell us the measurements you took and the size ordered. Sizing is the most common return reason in pet products, and your feedback helps us sharpen the guidance for the next customer.
How long does a refund take?
Once approved and processed on our side, the time for funds to appear depends on your bank or payment provider. Refunds go back to the original payment method.
Can I exchange an item?
It depends on the product, order status and circumstances. Contact us before returning anything — sometimes the cleanest route is a return followed by a fresh order.
Where should I send a return?
Not to the address printed on the parcel — that is often a fulfilment site rather than a returns address, and parcels sent there can be lost. Contact us and we will confirm where it should go.
ProductsSizing, colour, care, safety
Where do I find measurements and sizing?
On the product page itself. Measure your pet or the intended space and compare before ordering — it is the single best way to avoid a return.
Will the colour match what I see on screen?
We photograph products as accurately as we can, but screen settings, lighting and normal manufacturing variation mean shades can differ slightly.
How should I clean or care for my product?
Follow the care instructions on the product page, label or packaging. Requirements differ with materials, electronics and construction.
How do I know a product suits my pet?
Read the description, size, materials and intended use. Pet products should be used with appropriate supervision, and any item that becomes damaged or creates a hazard should be taken away.
What if a product becomes unavailable after I order?
It is rare, but if it happens we contact you using the details on the order and explain the options.
Account and supportSign-in, emails, privacy
Do I need an account to order?
The options available are shown at checkout. An account simply makes it easier to review orders and manage your details later.
How do I access my account?
Use the account icon in the menu, or go to your account and follow the instructions using the email address linked to your purchase.
Why am I not receiving your emails?
Check spam, junk and promotions, then confirm the address entered at checkout was correct. If it was mistyped, contact us and we will update it.
How do I contact customer care?
Through our contact page. For order enquiries, include your name, order number and a short description of the issue.
How is my personal information used?
For processing purchases, arranging delivery, providing customer service, preventing fraud and running the store. Our Privacy Policy sets out the detail.
No matching questions
Try a different word, choose another category, or just ask us directly — we would rather answer than have you hunting.
The formal terms
Everything above is the plain-English version. These are the documents it is based on.
Still need help?
For anything order-related, send your order number and a short description. It saves a round trip.