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 £50
- Orders 3kg to 30kg: £5.75, or FREE on orders over £50
- Orders 30kg to 60kg: £11.50, or FREE on orders over £100
- Orders 60kg to 150kg: from £17.25, or FREE on orders over £200
- Orders over 150kg: free delivery applies up to 150kg — above that we charge the carrier's rate on the extra weight only, from £10.07 per additional 30kg. Shown in your cart before you pay.
How long does delivery take?
Delivered Monday to Friday by DHL, fully tracked. We aim to deliver within 48 hours of processing your order. Orders placed Friday to Sunday are processed 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 deliver to mainland UK, Scotland and Wales. We're unable to deliver to Northern Ireland, the Isle of Wight, the Isles of Scilly or the Channel Islands. For the Scottish Highlands & Islands, please contact us before ordering so we can confirm the delivery cost for your location.
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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