Shipping, Returns & Refunds
Welcome to PETSTEP! We want every order to arrive safely, on time, and in perfect condition — because happy pets and happy owners are what we care about most. Below you’ll find everything you need to know about our shipping, returns, and refund policies.
Shipping Information
Processing & Delivery Times
- Orders are typically processed within 1–2 working days.
- Most products are delivered within 4-5 working days, depending on your location and the supplier.
- You’ll receive a confirmation email with tracking details once your order has been dispatched.
Delivery Partners
We work with trusted UK and European couriers to ensure reliable delivery right to your door.
Missed Deliveries & Refusals
If a delivery attempt is unsuccessful, the courier may retry or leave instructions for collection.
If an order is refused or cancelled after dispatch, the delivery and return costs will be deducted from your refund.
Tracking Your Order
Once your order is shipped, you’ll receive tracking details so you can follow your parcel’s journey.
Returns Policy
We want you to love every purchase from PETSTEP! If something isn’t quite right, we’ll do everything we can to fix it.
Change of Mind Returns
- You can return unused items in their original packaging within 30 days of receiving them.
- Items must be in resalable condition.
- Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.
Faulty or Incorrect Items
- If your order arrives damaged, faulty, or not as described, please contact us within 30 days of delivery.
- We’ll arrange a replacement or full refund and cover any return postage costs.
Damaged or Defective Products
- If you notice a defect, please do not allow your pet to use the product until we’ve resolved the issue.
- PETSTEP will send any required replacement parts free of charge, including for damages during transit or under warranty.
How to Return an Item
- Contact us at sales@petstep.uk with your order number and reason for return.
- We’ll provide return instructions and the appropriate return address.
- Once we receive your return, your refund or replacement will be processed within 3 days.
High-Value Returns
If you’re returning an item worth over £75, we recommend using a tracked or insured postal service. PETSTEP cannot guarantee the safe receipt of untracked parcels.
Refund Policy
Refunds
- Refunds are issued to your original payment method once your return is received and inspected.
- Please allow 5-8 business days for the refund to appear in your account, depending on your payment provider.
Deductions
If a delivery is refused, cancelled after dispatch, or returned without a valid reason, delivery and return costs may be deducted from your refund.
Exclusions
For hygiene reasons, some of the items (such as opened bedding or strollers) cannot be returned once it is used.
Need Help?
Our friendly support team is here to help you with any questions about your order, returns, or product concerns.
Email: sales@petstep.uk
We aim to respond within 24 hours on working days.
At PETSTEP, we’re committed to providing the best service possible — because every step should be a happy one for you and your pet.