Contact Us

Welcome to Vals Pets.

If you have a question about a product, an existing order, shipping, delivery, tracking, payment, return, or refund, our customer support team is available to assist.

For order-related enquiries, please include your order number where possible so we can identify the relevant order and review your request more efficiently.

1. Get in Touch

You can contact Vals Pets using the details below:

Business Name: Vals Pets
Business Email: support@valspets.com
Business Phone: +44 7897 524433
Business Address: 166 Long Rd, Canvey Island SS8 0JP, United Kingdom

2. Customer Service Hours

Our customer service hours are:

Monday–Friday
9:00 AM–5:00 PM UK Time

Messages received outside our normal customer service hours may be reviewed on the next applicable business day.

3. How We Can Help

You can contact our customer support team regarding:

Product enquiries
Existing orders
Shipping and delivery
Order tracking
Delivery address issues
Order changes
Order cancellations
Returns
Refunds
Damaged products
Defective or faulty products
Incorrect products
Payment or checkout enquiries

4. Product Enquiries

If you have a question about a product before placing an order, please contact us with the product name or other relevant product information.

Customers should also review the applicable product page for available descriptions, specifications, product options, pricing, and other information before purchasing.

5. Order Enquiries

If you are contacting us regarding an existing order, please provide:

Your order number
Full name used when placing the order
Email address used for the order
A clear description of your enquiry

Providing the relevant order information can help us locate and review your order more efficiently.

6. Shipping & Delivery Enquiries

Vals Pets currently ships to eligible addresses within the United Kingdom only.

Our current standard shipping information is:

Processing Time: 0–1 business day
Order Cut-Off Time: 5:00 PM UK Time
Estimated Transit Time: 2–4 business days
Estimated Total Delivery Time: 2–5 business days
Orders under £200: £4.99 standard UK shipping
Orders of £200 or more: Free standard UK shipping

If you are contacting us regarding a delayed or missing delivery, please provide your order number and tracking information where available.

For complete delivery information, please review our Shipping Policy.

7. Order Tracking

Where tracking is available, customers can use the tracking details provided after dispatch to monitor the progress of a shipment.

Tracking information may take some time to become active after the carrier receives or scans the parcel.

If you have a tracking-related question, please contact us with:

Your order number
Tracking number, where available
Details of the issue

8. Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Changes or cancellations may generally only be possible before an order has progressed too far through processing or dispatch.

Once an order has been processed, packed, or dispatched, we may no longer be able to make the requested change or cancellation.

Nothing in this section limits any applicable cancellation or consumer rights provided by law.

9. Returns & Refunds

If you wish to return an eligible product, please contact Vals Pets before sending the item back.

Our standard return window is:

30 calendar days from the date of delivery

When requesting a return, please provide:

Your order number
Product name
Reason for the return
Relevant photographs where the product is damaged, defective, faulty, or incorrect

Please do not send a return to our business address unless we have provided the appropriate return instructions.

Approved refunds are generally processed within 10 business days after an eligible returned product has been received, inspected, and accepted.

For full details, please review our Return & Refund Policy.

10. Damaged, Defective, Faulty, or Incorrect Products

If you receive a product that is damaged, defective, faulty, incorrect, or materially different from the product ordered, please contact us as soon as reasonably possible.

Please provide:

Order number
Product name
Description of the issue
Clear photographs of the product
Photographs of the shipping packaging, where applicable

We will review the information provided and assist with the appropriate next steps in accordance with our policies and applicable consumer rights.

11. Payment Enquiries

If you have a question about a payment, declined transaction, duplicate charge, refund, or checkout issue, please contact us with your order details where applicable.

For security reasons, please do not send your complete payment card number, card security code, or other sensitive payment credentials by email.

For more information, please review our Payment Policy.

12. Delivery Address Issues

Customers are responsible for providing complete and accurate delivery information during checkout.

If you notice an error in your delivery address after placing an order, please contact us as soon as possible.

We may be able to update the information before processing or dispatch has progressed too far, but changes cannot be guaranteed once an order has been packed or dispatched.

13. Before Contacting Us

To help us review your enquiry efficiently, please provide as much relevant information as possible.

For order-related enquiries, this may include:

Order number
Customer name
Email address used for the order
Product involved
Tracking information where applicable
Description of the issue
Photographs where relevant

Please do not send passwords, complete payment card numbers, or card security codes.

14. Contact Information

For assistance with products, orders, shipping, delivery, tracking, returns, refunds, payments, or other store-related enquiries, please contact: