FAQs

Welcome to the Vals Pets Frequently Asked Questions (FAQs) page.

Here you can find answers to common questions about our products, ordering, payments, shipping, delivery, tracking, returns, refunds, and customer support.

If you cannot find the information you need below, please contact our customer support team.

Q1. What is Vals Pets?

A: Vals Pets is a UK-based online pet store offering selected products for dogs and cats.

Our current collections focus on:

  • Dog Feeding & Watering
  • Dog Bowls & Feeders
  • Dog Interactive & Puzzle Toys
  • Dog Toys
  • Cat Feeding & Watering
  • Cat Bowls & Feeders
  • Cat Interactive & Treat Toys
  • Cat Toys

Our product selection may change over time as products are added, updated, become unavailable, or are discontinued.

Q2. Where is Vals Pets based?

A: Vals Pets is based in the United Kingdom.

Our business address is:

Vals Pets
166 Long Rd
Canvey Island SS8 0JP
United Kingdom

Q3. Where does Vals Pets deliver?

A: Vals Pets currently delivers to eligible addresses within the United Kingdom only.

We do not currently offer international shipping through our standard checkout.

Q4. How long does order processing take?

A: Our standard processing time is:

0–1 business day

Orders are generally processed Monday through Friday, excluding UK bank holidays.

Q5. What is your daily order cut-off time?

A: Our standard order cut-off time is:

5:00 PM UK Time

Orders placed before 5:00 PM will generally begin processing on the same business day.

Orders placed after the cut-off time will generally begin processing on the next applicable business day.

Q6. How long does delivery take?

A: Our current estimated delivery timeframes are:

  • Processing Time: 0–1 business day
  • Estimated Transit Time: 2–4 business days
  • Estimated Total Delivery Time: 2–5 business days

These timeframes are estimates and are not guaranteed delivery dates.

Q7. How much does shipping cost?

A: Our current standard UK shipping rates are:

  • Orders under £200: £4.99 flat-rate standard shipping
  • Orders of £200 or more: Free standard shipping

The applicable shipping charge will be displayed during checkout before payment is completed.

Q8. Do you offer free shipping?

A: Yes.

Orders with a merchandise subtotal of £200.00 GBP or more currently qualify for free standard UK shipping.

Orders below £200 are charged £4.99 GBP for standard shipping.

Q9. Do you offer international shipping?

A: No.

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

Q10. Can I track my order?

A: Where tracking is available, you may receive tracking details after your order has been dispatched.

Tracking information may include:

  • A tracking number
  • A tracking link
  • Delivery carrier information

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

Q11. What should I do if my tracking information has not updated?

A: If tracking information does not update immediately, please allow reasonable time for the carrier's system to refresh.

If your shipment appears to be significantly delayed, please contact us with:

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

Q12. What happens if my parcel is marked as delivered but I cannot find it?

A: If tracking shows that your parcel has been delivered but you cannot locate it, please:

  1. Check around the delivery location.
  2. Check with other members of your household.
  3. Check with neighbours where appropriate.
  4. Review any delivery photograph or carrier notice.
  5. Review the latest tracking information.
  6. Contact the delivery carrier where appropriate.

If the parcel still cannot be located, please contact Vals Pets with your order number and tracking information.

Q13. What should I do if my parcel appears to be missing?

A: If your parcel has not arrived within the expected timeframe:

  • Review the available tracking information.
  • Check whether the carrier has provided an updated delivery estimate.
  • Check around the delivery location.
  • Contact the carrier where appropriate.

If you still require assistance, contact Vals Pets with your order number and tracking details.

Q14. What happens if delivery is unsuccessful?

A: Delivery may be unsuccessful because of circumstances such as:

  • Incorrect or incomplete delivery information
  • Recipient unavailability
  • Lack of access to the delivery location
  • Failure to collect a parcel where required
  • Carrier delivery restrictions

Depending on the carrier, another delivery attempt may be made, the parcel may be held for collection, or it may be returned to sender.

Additional shipping costs may apply to reshipment where permitted and where the failed delivery resulted from circumstances attributable to the customer.

Q15. Can I change my delivery address after placing an order?

A: Please contact us as soon as possible if you need to change your delivery address.

We may be able to update the address before processing or dispatch has progressed too far.

Once an order has been packed or dispatched, we may no longer be able to change the delivery address.

Q16. Can I change an order after placing it?

A: Please contact us as soon as possible if you need to request an order change.

Depending on the order status, we may no longer be able to:

  • Change the delivery address
  • Add products
  • Remove products
  • Change quantities
  • Modify other order details

Changes cannot be guaranteed once processing or dispatch has progressed.

Q17. Can I cancel my order?

A: If you wish to cancel an order, please contact us as soon as possible.

Orders may generally only be cancelled before processing or dispatch has progressed too far.

If the order has already been dispatched, you may need to receive the parcel and follow the applicable return procedure.

Nothing in this section limits any cancellation rights available under applicable law.

Q18. What payment methods do you accept?

A: Depending on availability during checkout, Vals Pets accepts payment methods including:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • Diners Club
  • JCB
  • Maestro
  • Visa Electron

The payment methods displayed during checkout are the methods available for your order.

Q19. What currency do you use?

A: Unless clearly stated otherwise, all prices are displayed and charged in:

British Pounds Sterling (GBP £)

Your bank or payment provider may apply its own currency-conversion or international transaction charges where applicable.

Q20. Is my payment information secure?

A: Payments are handled through third-party payment providers available through our checkout.

Vals Pets does not normally receive or store your complete payment card number or card security code.

Payment providers may use encryption, authentication, fraud-prevention systems, and other security measures when processing transactions.

Q21. Why was my payment declined?

A: A payment may be declined for reasons including:

  • Incorrect card information
  • Insufficient funds
  • Incorrect billing information
  • Card restrictions
  • Security or fraud-prevention checks
  • An expired payment method
  • Temporary payment-provider issues

Vals Pets does not control payment approval or decline decisions made by banks, card issuers, or payment providers.

Q22. What products do you sell?

A: Our current collections include:

Dog Products

  • Dog Feeding & Watering
  • Dog Bowls & Feeders
  • Dog Interactive & Puzzle Toys
  • Dog Toys

Cat Products

  • Cat Feeding & Watering
  • Cat Bowls & Feeders
  • Cat Interactive & Treat Toys
  • Cat Toys

Customers should review individual product pages for current descriptions, specifications, pricing, and availability.

Q23. Are all products suitable for every dog or cat?

A: Not necessarily.

Product suitability may depend on the individual product and factors such as a pet's size, behaviour, play style, and individual needs.

Customers should review the relevant product information before purchasing.

Pets should also be supervised where appropriate, particularly when using toys or interactive products.

Q24. What should I do if a pet toy becomes damaged?

A: Products should be inspected regularly during use.

If a toy becomes damaged or is no longer suitable for continued use, it should be removed from the pet where necessary.

Always follow any product-specific instructions provided.

Q25. Can product colours or appearance vary from website images?

A: We aim to present product images and information as clearly as reasonably possible.

However, colours or appearance may vary slightly because of:

  • Screen settings
  • Device displays
  • Lighting
  • Photography
  • Reasonable product variations

Please review both the product images and written product information before purchasing.

Q26. Can product availability change?

A: Yes.

Products are subject to availability and our catalogue may change over time.

Products may be added, updated, become temporarily unavailable, or be discontinued.

Q27. What is your return period?

A: Eligible returns may generally be requested within:

30 calendar days from the date of delivery

Returns are subject to the eligibility and condition requirements described in our Return & Refund Policy.

Q28. What condition must a product be in for a change-of-mind return?

A: For an eligible change-of-mind return, products must generally:

  • Be unused
  • Be in their original condition
  • Include original packaging, tags, parts, and accessories where applicable
  • Show no signs of pet use
  • Not be damaged through misuse, neglect, improper handling, or improper storage

Please review our Return & Refund Policy before sending any product back.

Q29. Are used pet products eligible for change-of-mind returns?

A: Products showing signs of pet use may not qualify for a change-of-mind return where permitted by applicable law.

Examples may include products that:

  • Have been chewed, scratched, or bitten
  • Contain pet hair or saliva
  • Contain food, treats, or water residue
  • Are stained or contaminated
  • Have been washed after use
  • Have been altered or damaged

This does not limit rights relating to products that are faulty, defective, damaged, incorrect, or not as described.

Q30. Who pays for return shipping?

A: Customers are generally responsible for return shipping costs for eligible change-of-mind returns.

Where an item is damaged, defective, faulty, incorrect, or another issue exists for which Vals Pets is responsible, appropriate return arrangements may be provided after the issue has been reviewed.

Q31. Do you charge a restocking fee?

A: No.

Restocking Fee: 0%

Customers may still be responsible for applicable return shipping costs for eligible change-of-mind returns.

Q32. How long does a refund take?

A: Approved refunds will generally be processed within:

10 business days

This timeframe begins after the eligible returned product has been received, inspected, and accepted.

Refunds are generally issued to the original payment method.

Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

Q33. What should I do if my refund has not arrived?

A: If an approved refund has not appeared after the expected processing period:

  1. Check your bank or payment account.
  2. Contact your bank or card issuer.
  3. Check with your payment provider where applicable.
  4. Allow any additional processing time required by the financial institution.
  5. Contact Vals Pets if the refund still cannot be located.

Please provide your order number and relevant refund information when contacting us.

Q34. What if I receive a damaged, defective, faulty, or incorrect product?

A: Please contact Vals Pets as soon as reasonably possible.

Please provide:

  • Your order number
  • Product name
  • Description of the problem
  • Clear photographs of the product
  • Photographs of the shipping packaging where applicable

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

Q35. Should I send a return directly to your business address?

A: No.

Please contact Vals Pets before sending any product back.

Do not send a return to our business address unless we specifically provide instructions to do so.

This helps ensure that your return can be identified and processed correctly.

Q36. How can I contact Vals Pets?

A: You can contact us using the following information:

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

Q37. What are your customer service hours?

A: Our customer service hours are:

Monday–Friday
9:00 AM–5:00 PM UK Time

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

Q38. What information should I provide when contacting customer support?

A: For an order-related enquiry, please provide as much relevant information as possible, including:

  • Order number
  • Full name used for the order
  • Email address used when ordering
  • Product involved
  • Clear description of the enquiry
  • Tracking information where applicable
  • Photographs where relevant

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

Q39. Where can I find your store policies?

A: Additional information about shopping with Vals Pets is available through our published policies, including:

  • Shipping Policy
  • Return & Refund Policy
  • Payment Policy
  • Privacy Policy
  • Terms of Service

Customers are encouraged to review the relevant policy before placing an order.

Q40. What if my question is not answered here?

A: If you cannot find the information you need in these FAQs or our published policies, please contact our customer support team.

Email: support@valspets.com
Phone: +44 7897 524433

We will review your enquiry and provide appropriate assistance where possible.

Thank You for Choosing Vals Pets

Thank you for visiting Vals Pets.

We aim to provide customers across the United Kingdom with clear product information, straightforward ordering, transparent shipping information, and accessible customer support for our dog and cat product collections.