FAQs

Welcome to the Abbey Pet Shop FAQ page. Below you will find answers to common questions about our physical pet shop, official online store, products, online ordering, UK delivery, payments, returns, refunds, and customer support.

For further assistance, contact us at support@abbeypetshop.com.

About Abbey Pet Shop

Q. What is Abbey Pet Shop?

A. Abbey Pet Shop is a physical pet shop located in Arbroath, United Kingdom.

We also operate abbeypetshop.com, the official online store of Abbey Pet Shop, where customers can browse and purchase selected pet products for delivery within the United Kingdom.

Q. Is abbeypetshop.com your official online store?

A. Yes.

abbeypetshop.com is the official online store of Abbey Pet Shop and is connected with our physical pet shop in Arbroath, United Kingdom.

Q. Where is your physical store located?

A. Our physical store is located at:

65 Lordburn
Arbroath DD11 1JD
United Kingdom

Q. Are the same products available online and in your physical store?

A. Not necessarily.

Product availability in our physical shop may differ from the products currently displayed online.

If you are looking for a particular item before visiting our physical store, please contact us first to check availability.

Q. How can I contact Abbey Pet Shop?

A. You can contact us using the following details:

• Email: support@abbeypetshop.com
• Telephone: +44 1241 870827
• Address: 65 Lordburn, Arbroath DD11 1JD, United Kingdom
• Website: abbeypetshop.com

Online Orders

Q. How do I place an online order?

A. To place an order:

• Browse the products available on our website.
• Review the product information.
• Select any available options where applicable.
• Add your chosen products to your shopping cart.
• Proceed to checkout.
• Enter your delivery and billing information.
• Select an available payment method.
• Review the order total.
• Complete payment.

Please check all order details carefully before submitting your purchase.

Q. Will I receive an order confirmation?

A. Yes.

After an order has been successfully submitted and payment has been authorised, an order confirmation may be sent to the email address provided during checkout.

If you do not see the email, please check your spam or junk folder.

Q. Can I purchase multiple products in one order?

A. Yes.

You may purchase multiple available products in one order, subject to stock availability and any applicable quantity restrictions.

Q. Can I modify my order after placing it?

A. Contact Abbey Pet Shop as soon as possible if you need to change an order.

We will try to assist where possible, but changes cannot be guaranteed once processing, packing, or dispatch has started.

Q. Can I cancel my order?

A. Orders may normally only be cancelled before they have entered processing or dispatch.

Please contact us as soon as possible if you wish to cancel an order.

Once an order has been processed or shipped, cancellation may no longer be possible. You may then need to wait for delivery and follow the applicable return procedure.

Q. What is your online order cut-off time?

A. Our daily online order cut-off time is:

5:00 PM (GMT/UTC+0)

Orders placed before the cut-off may begin processing on the same business day.

Orders placed after the cut-off will normally begin processing on the next available business day.

Shipping and Delivery

Q. Where does Abbey Pet Shop deliver?

A. We currently deliver online orders to eligible addresses within the:

United Kingdom

International shipping is not currently available.

Q. How much does UK shipping cost?

A. Our current standard shipping charge is:

• Flat UK Shipping Fee: £14.99 GBP

The applicable delivery charge will be displayed during checkout before you complete your order.

Q. How long does order processing take?

A. Our normal order processing time is:

• 0–1 business day

Processing takes place on business days.

Weekends and public holidays are not normally counted as business days.

Q. How long does delivery take after dispatch?

A. Our estimated courier transit time is:

• 2–4 business days

Transit time begins after the order has been processed and handed over to the shipping carrier.

Q. What is the total estimated delivery time?

A. Our current estimated delivery timeframe is:

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

Delivery times are estimates and may be affected by carrier operations, weather, public holidays, peak periods, or other circumstances outside our reasonable control.

Q. Will I receive tracking information?

A. Tracking information will be provided where tracking is available for the shipping service used.

Tracking details may take some time to become active after the carrier receives the parcel.

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

A. Contact us immediately if you need to change your delivery address.

We may be unable to update an address after the order has entered processing, packing, or dispatch.

Q. What happens if I provide an incorrect shipping address?

A. Customers are responsible for providing complete and accurate delivery information.

An incorrect or incomplete address may result in:

• Delivery delays
• Failed delivery attempts
• The parcel being returned
• Additional shipping charges where applicable

Please review your delivery address carefully before completing checkout.

Q. What should I do if tracking shows delivered but I cannot find my parcel?

A. Please:

• Check around the delivery location.
• Check with other household members.
• Check with neighbours where appropriate.
• Review any carrier delivery notice.
• Contact the shipping carrier where appropriate.

If the parcel still cannot be located, contact Abbey Pet Shop with your order number and tracking information.

Q. What should I do if my parcel arrives damaged?

A. Contact us as soon as possible and provide:

• Your order number
• The product name
• A description of the damage
• Clear photographs of the product
• Photographs of the packaging where relevant
• A photograph of the delivery label where available

Please keep the product and relevant packaging until we have reviewed the issue and provided further instructions.

Products

Q. What types of products do you sell online?

A. Our online store offers a focused selection of pet products.

Depending on current availability, our range may include:

• Cat toys and activity products
• Dog toys and enrichment products
• Interactive and treat-dispensing products
• Pet resting and comfort products
• Collars and pet accessories
• Other practical pet products

Our online range may be expanded, updated, or changed over time.

Q. Does your physical store sell products that are not available online?

A. It may.

Physical-store and online product availability can differ.

Please contact Abbey Pet Shop before visiting if you are looking for a specific product.

Q. How do I choose a suitable product for my pet?

A. When choosing a product, consider relevant factors such as:

• Pet type
• Age
• Breed
• Size
• Weight
• Strength
• Activity level
• Chewing behaviour
• Individual habits
• Intended use of the product

Please review all available product descriptions, measurements, materials, intended uses, and relevant safety information before purchasing.

Q. Are pet toys indestructible?

A. No pet toy should be considered completely indestructible.

Where appropriate:

• Supervise pets during play.
• Inspect toys regularly.
• Remove damaged or broken toys.
• Stop using a product if it becomes unsafe.
• Prevent access to small broken pieces that may create choking or swallowing risks.

Q. Are product dimensions and materials provided?

A. Where relevant, individual product pages may provide information including:

• Dimensions
• Materials
• Features
• Colours or variations
• Package contents
• Intended use
• Care information
• Safety information

Please review all available details before ordering.

Q. Will products look exactly like the photographs?

A. We make reasonable efforts to display products accurately.

Minor differences may occur due to:

• Lighting
• Photography
• Screen settings
• Manufacturing variations
• Packaging updates
• Product revisions

Please refer to the individual product page for the information applicable to the product being ordered.

Q. What happens if a product becomes unavailable?

A. Online availability may change because of stock levels, supplier availability, product updates, or operational requirements.

Products may be added, updated, temporarily unavailable, or discontinued as our range develops.

Payments

Q. What currency does Abbey Pet Shop use?

A. Unless otherwise stated, website prices are displayed and charged in:

British Pounds Sterling (GBP £)

Q. Which payment methods do you accept?

A. The payment methods currently available for your order will be displayed during checkout.

Depending on availability, these may include supported debit cards, credit cards, or other checkout payment options.

Q. Is online payment secure?

A. Payments are handled through secure third-party payment providers available during checkout.

Abbey Pet Shop does not normally receive or store your complete card number or card security code.

Customers should never send complete payment-card details or security codes by email.

Q. What should I do if my payment is declined?

A. Please:

• Check that your payment details are correct.
• Confirm that your billing information is accurate.
• Check that sufficient funds are available.
• Contact your bank or card issuer.
• Try another available payment method.

Abbey Pet Shop does not control approval or decline decisions made by banks, card issuers, or payment providers.

Q. When is my order confirmed?

A. An order is normally confirmed after checkout has been successfully completed and the required payment has been authorised.

Products are not considered successfully ordered until the order and payment have been completed.

Returns and Refunds

Q. What is your return period?

A. Eligible products may be returned within:

30 days from the delivery date

Customers should contact Abbey Pet Shop before returning an item.

Q. How do I request a return?

A. Email:

support@abbeypetshop.com

Please provide:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return
• Photographs where the product is damaged, faulty, defective, or incorrect

Please wait for return instructions before sending the item back.

Q. Can I return a product that has been used by my pet?

A. Products showing signs of pet use may not qualify for a change-of-mind return.

This may include products showing:

• Chewing
• Scratching
• Biting
• Pet hair
• Saliva
• Dirt
• Staining
• Odour
• Washing
• Alteration
• Other signs of use

This restriction does not affect your rights where a product is faulty, damaged, defective, incorrect, misdescribed, or otherwise protected by applicable consumer law.

Q. Who pays for return shipping?

A. For an eligible change-of-mind return, the customer will normally be responsible for return shipping costs unless otherwise required by applicable law.

Where an item is confirmed as damaged, faulty, defective, or incorrectly supplied, Abbey Pet Shop will provide an appropriate resolution and may arrange or cover reasonable return shipping costs where applicable.

Q. Do you charge a restocking fee?

A. No.

Restocking Fee: 0%

Abbey Pet Shop does not charge a restocking fee for eligible returns.

Q. How long does a refund take?

A. Once an eligible returned product has been received, inspected, and accepted:

• An approved refund will normally be processed within 14 business days.
• The refund will normally be issued to the original payment method.
• Your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.

Q. Can I receive a refund to a different payment method?

A. Approved refunds will normally be returned to the original payment method used when placing the order.

We generally cannot redirect a refund to a different payment method.

Q. Do you offer exchanges?

A. Where appropriate, an exchange may be offered if:

• An item arrives damaged.
• An item is faulty.
• An incorrect item has been supplied.
• Another exchange is agreed by our customer support team.

Exchange availability may depend on stock availability.

Please contact us before returning a product for exchange.

Q. Will my original shipping charge be refunded?

A. Whether the original shipping charge is refundable depends on the reason for the return and any applicable consumer rights.

For a voluntary change-of-mind return, the original £14.99 GBP shipping charge may not always be refundable unless required by applicable law.

Where the return results from a faulty, damaged, incorrect, or otherwise non-conforming product, applicable delivery costs may be refunded where appropriate.

Damaged, Faulty, or Incorrect Products

Q. What should I do if I receive the wrong product?

A. Contact Abbey Pet Shop as soon as possible.

Please provide:

• Your order number
• The product ordered
• The product received
• Clear photographs where applicable

We will review the issue and provide an appropriate resolution.

Q. What happens if my product is defective?

A. Please contact us with:

• Your order number
• Product name
• Description of the fault
• Photographs or supporting information where appropriate

Depending on the circumstances, an appropriate resolution may include:

• Replacement
• Exchange
• Refund
• Another remedy where required by applicable law

Customer Support

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

A. Where relevant, please provide:

• Your full name
• Your order number
• The email address associated with the order
• Product name
• A clear description of your question or problem
• Relevant photographs
• Tracking information
• Return information

Providing complete information can help us review your enquiry efficiently.

Q. How can I contact Abbey Pet Shop about an existing order?

A. Contact us at:

Email: support@abbeypetshop.com
Telephone: +44 1241 870827

Please include your order number whenever possible.

Q. Can I contact you about your physical store?

A. Yes.

Customers can contact us regarding physical-store enquiries, including questions about product availability.

Because physical and online stock may differ, contacting us before visiting can be helpful if you are looking for a particular product.

Contact Information

• Business Name: Abbey Pet Shop
• Business Email: support@abbeypetshop.com
• Business Telephone: +44 1241 870827
• Physical Store Address: 65 Lordburn, Arbroath DD11 1JD, United Kingdom
• Official Online Store: abbeypetshop.com
• Online Order Cut-Off Time: 5:00 PM (GMT/UTC+0)

Important Information

• abbeypetshop.com is the official online store of Abbey Pet Shop.
• Abbey Pet Shop has a physical pet shop in Arbroath, United Kingdom.
• Online and physical-store product availability may differ.
• Flat UK Shipping Fee: £14.99 GBP
• Processing Time: 0–1 business day
• Transit Time: 2–4 business days
• Total Estimated Delivery Time: 2–5 business days
• Return Period: 30 days from delivery
• Restocking Fee: 0%
• Approved Refund Processing: Normally within 14 business days after an applicable return has been received, inspected, and accepted.
• Online orders are currently delivered within the United Kingdom only.
• For assistance, contact support@abbeypetshop.com.