DELIVERY INFORMATION
When can I expect my parcel to arrive?
Orders placed Monday to Friday are dispatched the next working day. Orders placed on weekends or Bank Holidays will be processed on the next working day.
Parcels are sent via Royal Mail or UPS Standard Delivery, with an estimated delivery time of 1-3 working days. You’ll receive a tracking number via email once your order has been packaged.
If you haven’t yet received your tracking number, or if you experience any delays or problems with the delivery of your parcel, please email info@theurbanpetstore.co.uk. We will respond to your query within 24 hours.
How much will my shipping cost?
For delivery in the United Kingdom, our Standard Delivery option is £5.95. Delivery is free on orders over £45.*
For delivery in Northern Ireland, our Standard Delivery option is £10. Delivery is free on orders over £70.*
*The price of dry dog food bags weighing over 6kg does not count towards the free delivery threshold.
Click & Collect
If you'd prefer to collect your order from our Garforth store, you can select this option at the checkout.
Orders are ready for collection within 2 hours of your order confirmation. We will notify you using your chosen contact method when it is ready to collect.
The cut off time for same day collection is 1pm.
Collect your order from:
The Urban Pet Store, 127-129 Main Street, Garforth, Leeds, LS25 1AF.
How do I make a return?
We have a 30-day return policy — you have 30 days after receiving your item to request a return, which includes the standard 14-day statutory cooling-off period all UK online retailers must offer. This means whether you've simply changed your mind or something's not right, you've got a comfortable window to get in touch.
To be eligible for a return, your item must be in the same condition you received it (not nibbled or chewed, and free from pet hair, dirt, or odour), with tags attached, and in its original packaging. Please have your order number or proof of purchase to hand.
To start a return, email us at info@theurbanpetstore.co.uk with your order number and let us know you're sending an item back. You'll then need to arrange and pay for the return yourself, even if it's within the 14 day statutory cooling-off period — we recommend Royal Mail for a tracked, insured service, but any courier works.
Return address:
The Urban Pet Store, 127-129 Main Street, Garforth, Leeds, LS25 1AF
For more information on returning an item, please see our return and refund policy below.