Frequently Asked Questions (FAQs)

    Welcome to our FAQ page! Here you will find answers to the most common questions about shopping with Pet Monkey. If you cannot find the answer you are looking for, please feel free to contact us.

    General Questions

    1. What is Pet Monkey? Pet Monkey is a trusted UK-based brand dedicated to providing high-quality, safe, and durable toys for dogs. From heavy-duty chew bones to interactive fetch balls and comforting plushies, we have something for every play style.

    2. How can I contact customer support? We are always here to help! You can reach our friendly support team via email at support@petmonkey.co.uk or call us directly at +44 747 977 9826. Our physical address is 1 Old Park Farm, Woodbridge IP13 0LZ, United Kingdom.

    Shipping & Delivery

    3. Do you ship outside the United Kingdom? Currently, we ship exclusively within the United Kingdom. We do not offer international shipping at this time.

    4. How much does shipping cost?

    • For orders under £100, we charge a flat standard shipping rate of £7.99.
    • For orders £100 and over, we are delighted to offer Free Shipping.

    5. How long will it take to receive my order? Our daily order cut-off time is 5:00 PM (GMT).

    • Handling Time: 0 to 1 business day.
    • Transit Time: 1 to 3 business days. In total, you can expect your package to arrive within 1 to 4 business days after placing your order.

    Returns & Refunds

    6. What is your return policy? We offer a 30-day return window. To be eligible for a return, the toy must be unused, unwashed, undamaged, and in its original packaging with all tags attached. Please note that toys that have been chewed or played with cannot be returned for hygiene reasons.

    7. How do I start a return? To initiate a return, simply email us at support@petmonkey.co.uk with your order number and the reason for the return. We will guide you through the next steps and provide the return address.

    8. When will I get my refund? Once we receive and inspect your returned item, we will process your refund back to your original payment method within 7 days. Please allow a little extra time for your bank or credit card provider to post the funds to your account.

    Orders & Payments

    9. Can I change or cancel my order? We process orders very quickly to ensure fast delivery. If you need to change or cancel your order, please contact us at support@petmonkey.co.uk immediately. If the order has not yet been dispatched (usually within 1 business day), we will do our best to accommodate your request.

    10. What should I do if I receive a damaged or incorrect item? We apologize for any inconvenience! Please contact us immediately upon receiving the package. Include your order number and a photo of the damaged or incorrect item, and we will arrange a replacement or cover the return shipping costs for a full refund.