FAQ
Delivery & Shipping
Delivery is calculated automatically from the total weight of your basket and always shown in your cart before checkout — no surprises at the till.
- Orders up to 3kg: £3.75, or FREE on orders over £40
- Orders over 3kg up to 40kg: £6.79, or FREE on orders over £70
- Orders 40.01–60kg: £13.58, or FREE on orders over £100
- Orders 60.01–90kg: £21.10, or FREE on orders over £150
- Orders 90.01–120kg: £28.10, or FREE on orders over £150
- Orders 120.01–150kg: £36.10, or FREE on orders over £150
How long does delivery take?
Most orders are dispatched the same day when placed before 11am. Standard delivery typically arrives within 1–3 working days for orders placed Monday to Thursday. Orders placed after 11am on Friday are processed over the weekend and handed to DHL for delivery scheduling on Monday. You'll receive a tracking link by email as soon as your order is dispatched.
Do you deliver to Northern Ireland or the Isle of Wight?
We currently deliver to mainland UK, Scotland and Wales. Unfortunately, we're unable to deliver to Northern Ireland at this time. If you'd like a delivery to the Isle of Wight, please contact us before placing your order.
Will my order arrive in one parcel?
Most orders arrive together via DHL, though larger orders may be split across separate tracked parcels at no extra cost to you. UK9 own-brand products are shipped separately by Amazon Logistics.
Can I track my order?
Yes — you'll receive a tracking link by email once your order is dispatched. You can also track your order at any time via our Track Your Order page.
Returns & Refunds
What is your returns policy?
We accept returns within 30 days of purchase on unused, unopened products in their original packaging. Please contact us before sending anything back so we can arrange the return for you.
What if my order arrives damaged or incorrect?
We're sorry if this happens. Please get in touch within 48 hours of receiving your order with a photo, and we'll resolve it immediately with a replacement or full refund.
How long do refunds take?
Refunds are processed within 3–5 working days of us receiving the returned item and are issued back to your original payment method.
Orders & Products
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible. We dispatch quickly, so we can't guarantee changes once an order has been placed — but we'll always do our best to help.
Do you stock a particular brand or product?
We stock over 7,000 products from leading pet brands. If you can't find what you're looking for, use the search bar or contact us and we'll check whether we can source it.
Are your products genuine?
Yes — all products sold at UK9 Petcare are 100% genuine, sourced directly from authorised UK distributors and brand suppliers.
Do you have a physical store?
We're an online-only retailer, which allows us to keep our prices competitive and our range wide. All orders are dispatched from our UK warehouse.
UK9 Own Brand Supplements
Are UK9 supplements suitable for all dogs?
Our supplements are formulated for adult dogs. If your dog has a medical condition or is on medication, we recommend checking with your vet before starting any supplement.
Are UK9 supplements grain-free?
Yes — all UK9 Petcare supplements are grain-free and free from artificial fillers, colours and preservatives.
How long before I see results?
Most customers notice a difference within 2–4 weeks of consistent daily use. Supplements work best as part of a daily routine rather than occasional use.
Can I use multiple UK9 supplements together?
Yes — our supplements are designed to complement each other and are safe to use in combination.
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