Frequently Asked Questions (FAQ)

Here you'll find answers to the most common questions our customers ask. If you can't find the information you're looking for, please don't hesitate to contact our customer service team. Relevant policies are linked under each section for more detailed information.  

Ordering

  How do I place an order? To place an order, browse our products, select the item you wish to purchase, and add it to your cart. When you're ready to complete your purchase, click on the cart and fill in your details such as your name, email, and shipping address. Then, click "Complete Order" to be directed to our secure payment portal where you can finalize your purchase.

Can I change or cancel my order? You can change or cancel your order as long as it has not yet been shipped from our warehouse. If your order has already been shipped, please follow the instructions in our Returns & Refund Policy to return the item. Please contact our customer service team at info@shopvetpets.com and we will assist you.  

Delivery

Where do you deliver and what carriers do you use? We currently ship worldwide. For deliveries within the UK, we use reliable carriers such as Evri Home and Royal Mail. For other international destinations, we use trusted local partners to ensure your order arrives safely.

What is your order cutoff time? Orders placed before 4:00 PM (GMT+01:00, Stockholm) on a weekday (Monday–Friday) will begin to be processed the same or the following business day. Orders placed after this time will be processed on the next business day.

How long is the delivery time? We offer two options:

Standard Shipping (Free): Total delivery time is 6–12 business days.

Priority Shipping ($6): Total delivery time is 5–9 business days.

Delivery time includes 1–2 days of handling time at our warehouse. The Priority Shipping fee will be converted from USD to your local currency at checkout.

How can I track my order? Once your order has been shipped from our warehouse, you will receive an email with a tracking link. You can also track your delivery via our tracking page on the website.

For more details, see our Shipping Policy.  

Payment

  What payment methods do you accept? We accept most common payment methods to make your purchase as smooth as possible. You can pay with:

Cards (Visa, Mastercard, Maestro, American Express)

Klarna

PayPal

Apple Pay

Google Pay

Shop Pay

Union Pay

Is my payment information secure? Yes, absolutely. Our entire website uses SSL encryption, and all payments are handled via secure and certified payment providers that follow the highest security standards (PCI DSS).  

Returns, Exchanges & Refunds

  What is your return and exchange policy? We offer a 100-day return and exchange policy. For a return or exchange to be approved, the item must be unused, undamaged, and in its original packaging.

How do I make a return or exchange? Contact our customer service team at info@shopvetpets.com and provide your order number. We will assist you with further instructions and provide you with the return address to our warehouse in Karlstad, Sweden.

How long does a refund take? Once we have received and approved your return, the refund will be processed. It then takes up to 10 business days for the money to be returned to you via the same payment method you used for the purchase.

What if I receive a defective or incorrect item? If your item is defective or if we have sent the wrong product, contact us immediately with your order number and photos of the defect. We will, of course, cover all costs to replace the item or give you a full refund.

For full terms and conditions, see our Returns & Refund Policy.  

Contact Us

  How do I contact customer service? The easiest way to reach us is via email at info@shopvetpets.com. We respond to all inquiries within 24 hours on weekdays. You can also call us at +46 10 337 11 61. Our opening hours are Monday to Friday, 8:00 AM–5:00 PM (GMT+01:00, Stockholm).

Where is VetPets based? VetPets is operated by the Swedish company JBJ ECOM AB, with a registered business address at Kungsholmsgatan 10, Unit #182, 112 27 Stockholm, Sweden.

For further assistance, please visit our Contact Us page.

We hope this page has answered your questions. Thank you for choosing VetPets!

Company Information

Website: https://shopvetpets.com

Company Name: JBJ ECOM AB (operating as VetPets)

Organization number: 559531-5457

Email: info@shopvetpets.com

Contact Form: https://shopvetpets.com/pages/contact

Phone: +46 10 337 11 61

Address: Kungsholmsgatan 10, Unit #182, 112 27 Stockholm, Sweden

Customer Service Hours: Monday – Friday, 08:00 – 17:00 (GMT+01:00, Stockholm). Closed on Saturdays, Sundays, and public holidays.