FAQs
Find quick answers to common questions about shopping with Doolittles Pet Stores.
About Doolittles Pet Stores
Q: Where is Doolittles Pet Stores based?
A: Doolittles Pet Stores is based at:
21 Strutt St
Belper DE56 1UN
United Kingdom
Q: What products do you sell?
A: Our current online product range is organised into four main collections:
- Dog Essentials
- Cat Essentials
- Feeding & Accessories
- Grooming & Walking
Our current range includes practical products for dogs and cats, such as toys, feeding products and accessories, a dog collar, and a dog grooming brush.
Product availability may change from time to time, so please refer to individual product pages for the most current information.
Q: Which currency do you use?
A: Unless otherwise clearly stated, prices on our online store are displayed in British Pounds Sterling (GBP / £).
Q: How can I contact Doolittles Pet Stores?
A: You can contact us using the following details:
Email: support@doolittlespetstores.com
Phone: +44 1773 880742
Address: 21 Strutt St, Belper DE56 1UN, United Kingdom
Online Customer Service Hours:
Monday – Friday
9:00 AM – 5:00 PM (GMT)
Products & Ordering
Q: How do I place an order?
A: Browse the available products on doolittlespetstores.com, select the product you would like to purchase, add it to your cart, and complete checkout using the required delivery, billing, and payment information.
Please review your product selection, quantity, delivery address, delivery charge, and order total carefully before completing payment.
Q: How can I find the right product?
A: Our products are organised into four main collections:
- Dog Essentials
- Cat Essentials
- Feeding & Accessories
- Grooming & Walking
You can also review each product page for available information such as:
- Product description
- Price
- Colour
- Design
- Material
- Features
- Intended use
- Size or dimensions where applicable
- Care or safety information where applicable
We recommend reviewing the complete product information before placing an order.
Q: Can product colours or appearance vary slightly?
A: Yes. Product appearance may vary slightly due to factors such as:
- Lighting conditions
- Product photography
- Screen or device settings
- Reasonable manufacturing variation
Please review both the product images and written product description before ordering.
Q: Can I change or cancel my order?
A: Please contact us as soon as possible if you need to change or cancel an order.
We may be able to make changes before the order enters processing or dispatch.
Once fulfilment or dispatch has begun, we may no longer be able to modify or stop the shipment.
Any applicable statutory consumer rights remain unaffected.
Payments
Q: How can I pay for my order?
A: The payment methods available for your order will be displayed during checkout.
Available payment options may vary depending on checkout availability, device, location, and payment provider.
Payments may be subject to authorisation and verification by the applicable bank, card issuer, or payment provider.
Q: What happens if my payment is declined?
A: If your payment is declined or cannot be authorised, your order may not be completed.
You may wish to:
- Check your payment details
- Check your billing information
- Confirm that sufficient funds are available
- Contact your bank or payment provider
- Try another available payment method
Q: Is my payment information secure?
A: Payments may be processed through secure third-party payment providers made available during checkout.
For your security, please do not send full card numbers, card security codes, passwords, or other sensitive payment credentials to Doolittles Pet Stores by email.
Shipping & Delivery
Q: Where do you deliver?
A: Doolittles Pet Stores currently delivers to eligible addresses within the United Kingdom.
Delivery availability may vary for certain remote or extended locations depending on carrier coverage, access, or other delivery restrictions.
Q: How much does delivery cost?
A: Our current standard UK delivery charges are:
- Orders of £150.00 or more: Free Standard Delivery
- Orders below £150.00: £6.99 Standard Delivery
Any applicable delivery charge will be displayed during checkout before payment is completed.
Where an additional charge applies to a remote or extended delivery area, it will be disclosed before checkout is completed.
Q: How long does order processing take?
A: Orders are normally processed within 0–1 business day.
Business days are Monday to Friday, excluding applicable UK public holidays.
Q: What is your order cut-off time?
A: Our daily online order cut-off time is:
5:00 PM (GMT)
Orders placed before 5:00 PM on a business day will generally begin processing that business day.
Orders placed after 5:00 PM, on weekends, or on UK public holidays will generally begin processing on the next applicable business day.
The order cut-off time does not guarantee same-day dispatch.
Q: How long does delivery take?
A: After dispatch, Standard Delivery normally takes approximately 2–4 business days.
Our estimated total delivery timeframe is:
- Processing Time: 0–1 business day
- Transit Time: 2–4 business days
- Estimated Total Delivery Time: 2–5 business days
Delivery timeframes are estimates and are not guaranteed delivery dates.
Please refer to our Shipping Policy for complete delivery information.
Q: Will I receive tracking information?
A: Once your order has been dispatched, you will generally receive a shipping confirmation email.
Where tracking is available, the confirmation may include:
- Tracking number
- Carrier information
- Tracking link
- Shipment status
- Tracking instructions
Tracking information may take some time to become active after the parcel has been handed to the carrier.
Q: What should I do if my parcel is marked as delivered but I cannot find it?
A: Please:
- Check around your property and any designated safe place.
- Ask household members whether they accepted the parcel.
- Check with neighbours where appropriate.
- Review the carrier's tracking information.
- Check for a delivery photograph or delivery-location confirmation.
- Review any delivery notice left by the carrier.
If you still cannot locate the parcel, please contact Doolittles Pet Stores with your order number and tracking information.
Returns & Refunds
Q: What is your return period?
A: Eligible online purchases may be returned within 30 calendar days from the date of delivery, subject to the conditions set out in our Return & Refund Policy.
For voluntary returns, products should generally remain clean, complete, and in suitable return condition.
Products showing significant use, damage, contamination, alteration, or other material changes after delivery may not qualify for a full voluntary refund.
Nothing in our return policy limits applicable statutory consumer rights.
Q: How do I request a return?
A: Please contact us at support@doolittlespetstores.com and provide:
- Your full name
- Order number
- Email address used at checkout
- Product you wish to return
- Reason for the return
- Photographs where the item is damaged, defective, incorrect, or has another identifiable issue
Please wait for return instructions before sending the product back where prior return instructions are required.
Q: Who pays for return shipping?
A: For eligible change-of-mind returns, customers are generally responsible for return shipping costs where permitted by applicable law.
If a product is faulty, damaged, misdescribed, or incorrectly supplied, please contact us before returning it.
Return arrangements and reasonable return costs will be handled in accordance with applicable UK consumer law.
Q: Do you charge a restocking fee?
A: No.
Doolittles Pet Stores does not charge a restocking fee for approved eligible returns.
Where permitted by law, a refund may be reduced if a product's value has been diminished because it was handled beyond what was reasonably necessary to inspect it.
Q: How long does a refund take?
A: Approved refunds are normally processed within 10 business days after the returned product has been received and inspected.
Refunds are generally issued to the original payment method.
Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
Q: What should I do if my product arrives damaged, defective, incorrect, or not as described?
A: Please contact us promptly at support@doolittlespetstores.com.
Include:
- Your order number
- A clear description of the issue
- Clear photographs of the product
- Photographs of the packaging where appropriate
- Any relevant delivery information
Depending on the circumstances and applicable law, an appropriate remedy may include a refund, replacement, repair, exchange, or another suitable remedy.
Pet Product Use & Safety
Q: How do I know whether a product is suitable for my pet?
A: Please review the individual product page carefully before purchasing.
Pet size, age, behaviour, activity level, and individual needs can vary.
Customers should select products that are appropriate for their individual pet and follow any product-specific usage or safety information provided.
Q: Should pets be supervised when using toys?
A: Where appropriate, pets should be supervised during play.
Pet toys should be inspected regularly for damage, excessive wear, loose parts, or other conditions that may make continued use unsuitable.
A damaged or unsafe product should no longer be used.
Customer Support
Q: What should I include when contacting customer support?
A: For faster assistance with an existing order, please include:
- Your full name
- Order number
- Email address used at checkout
- Product name
- A clear description of your question or issue
- Tracking information where relevant
- Photographs where appropriate
Contact Information
Business Name: Doolittles Pet Stores
Business Email: support@doolittlespetstores.com
Business Phone: +44 1773 880742
Business Address: 21 Strutt St, Belper DE56 1UN, United Kingdom