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Please note, we do not work with any voucher code sites, so please be advised that these codes will not work.

We do occasionally send codes out to our customers via email, but these will always come from us directly. If you have received a code from us via email, then you just need to pop your code into the 'enter promotional code' form located towards the bottom of the basket page.

If you click the 'forgotten password' link under the login form and enter your email address, we will email you a reset password link.

When you click the 'forgotten password' button on our site, an email is sent to you immediately. Please note that the reset link on this email will expire within one hour. After this time, you will need to request another password reset email.

Due to current social distancing measures there is no requirement to sign for deliveries. The courier will deliver your parcel to your doorstep and wait for you to answer your door. If you don’t answer your order will be left in a safe place, delivered to a neighbour or attempted on another day. You can add delivery instructions at the checkout when placing an order.

Absolutely, if you go to your account > navigate to the 'order history' section > click on a previous order > you will then find the 'repeat order' button located at the bottom of this page.

If you already have an account with us, but decided to use the PayPal guest checkout, then you won't be able to view this order in your account, as you weren't logged in at the time.

Please be advised that you will still receive an order confirmation email from ourselves & PayPal, along with a dispatch email with full tracking information. When placing an order, if you login and then pay via PayPal or Card. these orders will always show up in your account.

If you haven't received an order confirmation email within an hour, then please contact us and we will resend this manually

  • We can't make any changes to your items in your order once you've placed it.
  • You may be able to cancel your order or change your delivery address if it hasn’t yet been dispatched, so please contact us with your request ASAP.
  • Log into your account to check your order status or check your emails for a dispatch email from us.
  • If you have not yet received a dispatch email from us, then your order has not yet been processed by our warehouse.
  • Once your order is shown as 'dispatched' and you have received a dispatch email, this indicates a label has been printed, and your order will then be sent for packing.
  • Once your order has left our warehouse and has been received by the courier your tracking number will be updated and further tracking will be available.
  • Please be advised that no tracking updates will show while the parcel is on the way to it's first stop (the courier depot). Please do allow a short time for the parcel to enter into the courier network
  • Please double check that your order has not been split into multiple parcels, you can check this by checking the courier label on the parcel received, if it says 1 of 2 e.g. then another parcel is due to be delivered.
  • Products may be sent out from multiple locations or parcels may have been separated during processing with our carriers and therefore may arrive separately.
  • Please wait the full delivery timeframe if after then the remainder of your order has still not arrived, please contact us.
  • Please check you haven’t already been refunded for the item as it may be out of stock.
  • Please check your invoice inside your parcel for any notes regarding missing items.
  • Alternatively, please contact us.

Please contact us and we will arrange a courier collection free of charge and send the correct item ASAP.

Please photograph the damaged goods, the parcel and the courier label and email them to us.

Send us a message

If you would prefer, please email us: support@petspectrumgroup.co.uk

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