1. Can I place an order over the phone?

Please contact our Head Office on 01865 671440 to place an order over the phone.


  1. Is it safe to shop online?

We have a security certificate – SSL. The site may be difficult to access for users who have certain browser add-ons or additional security features on their PCs. Typically, SSL certificate is used to secure credit card transactions, data transfer and logins.


  1. How does the shopping basket work?

When you have decided to buy an item, the first step is to add the item to your shopping cart by clicking ADD TO CART. To view the contents of your cart simply click on the Shopping Basket icon at the top right corner. You can remove items from your shopping bag before confirming your order and when you are happy with the contents of your shopping basket, click on CHECK OUT to go to the secure checkout page.


  1. Do I need to have a volunteer id number to place an order?

Yes, only registered volunteers are allowed to place orders in Pets As Therapy online shop.


  1. Can I make changes to my order?

We will process your order within 3 working days. If you wish to cancel your order or make any changes please send an email to shop@petsastherapy.org. Alternatively you can phone our Head Office on 01865 671440.


  1. How long will it take to receive my order?

We are trying to send orders as quickly as possible. We always use Royal Mail 2nd class (delivery up to 14 days). If your item is being made especially for your animal, standard delivery times may not apply.


  1. The item I want is showing as no longer in stock. Will you be getting any more?

If the items is showing as ‘out of stock’ please do not worry. We will be getting more soon.


  1. What happens if an item goes out of stock after I’ve ordered it?

Occasionally items shown as being available might not be. In this case we will send you a part order and outstanding item will follow later in a separate package. You will not be charged twice for the postage.  


  1. Can I cancel my order?

If you wish to cancel your order please contact our Head Office on 01865 671440


  1. What email communication should I expect to receive once I have placed an order?

Once you have placed an order, we will send you an order confirmation email and a second email when your order is complete.


  1. I’ve placed an order but not received a confirmation email. Does this mean my order hasn’t gone through?

If it has been longer than 2 hours since you placed your order please email shop@petsastherapy.org.


  1. I’ve received the wrong/faulty item in my order. What should I do?

Please return the incorrect/faulty item using the Return Label which is attached to your order.


  1. How can I pay for my order?

We have various payments methods:
– Credit/debit card payment
– PayPal
– Cheque Payment


  1. Do I pay a delivery cost for each item?

There is only one delivery charge per order.


  1. What is your returns policy?

If you change your mind about anything you buy online simply return the item(s) unused and unworn within 28 days using the Return Label which attached to each order.


  1. Once I’ve returned an item, when do I get my refund?

The refund can take up to 14 days to be processed and send to your account.


  1. Do I need to return my order in the original packaging?

As long as your parcel is secure and you have the appropriate documentation to accompany your return, you will not need to return your items in the original packaging.


  1. I no longer have my returns form, can I get a replacement?

If you have misplaced your returns form, you can include a copy of your despatch note or, alternatively, please email shop@petsastherapy.org. You can also download it from our website – click here


  1. Will I be charged for the postage the second time?

We will not charge you twice for postage.


  1. Can I order clothing in extra-small size?

Please note only hoodies, sweatshirts, polo shirts and softshell vests are available in an extra small size, please see our size guide for measurements.


  1. I have not received my Volunteer Handbook and ID badges yet. Can I place an order?

If you have not received the Volunteer Handbook and ID badges, please do not place your order until we finalise your application. If you do so, we may put your order on hold until your application is finalised.