FAQs
Find answers to common questions about shopping, payments, shipping, returns, and customer support at Browns Pet Shop.
About Browns Pet Shop
Q: Where is Browns Pet Shop based?
A: Browns Pet Shop is based at:
249 High Street
Arbroath DD11 1ED
United Kingdom
Q: Which currency do you use?
A: All prices displayed on our online store are shown in British Pounds Sterling (GBP / £).
Q: Do you have a physical store?
A: Yes. Our physical store is located at 249 High Street, Arbroath DD11 1ED, United Kingdom.
The physical store address does not automatically mean that online orders are available for collection unless a collection option is specifically offered or confirmed.
Q: What are your customer service hours?
A: Our customer service hours are:
Monday to Friday, 9:00 AM – 5:00 PM
Messages received outside these hours will generally be reviewed during the next available business period.
Orders & Payments
Q: How can I place an order?
A: You can place an order through the Browns Pet Shop website by selecting your products, adding them to your cart, providing the required delivery and billing information, and completing payment at checkout.
Q: How can I pay for my order?
A: Payments are processed through Ownerpay.
The payment methods available for your order will be displayed during checkout before you complete your purchase.
Available payment options may vary depending on checkout availability and the payment provider.
Q: Is my order confirmed immediately after payment?
A: After successfully placing an order, you will generally receive an order confirmation.
Orders remain subject to payment verification, product availability, and our applicable Terms of Service.
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.
Applicable statutory cancellation rights for qualifying online purchases remain unaffected.
Shipping & Delivery
Q: Where do you deliver?
A: Browns Pet Shop currently delivers to addresses within the United Kingdom.
International delivery is not currently available.
Q: How much does delivery cost?
A: Our standard UK delivery charges are:
- Orders of £200.00 or more: Free Standard Delivery
- Orders below £200.00: £6.99 Standard Delivery
The applicable delivery charge will be displayed at checkout before payment 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 order cut-off time is 5:00 PM UK time.
Orders placed before 5:00 PM on a business day will generally begin processing that business day.
Orders placed after the cut-off time, on weekends, or on UK public holidays will generally begin processing on the next business day.
Q: How long does delivery take after dispatch?
A: Standard delivery normally takes approximately 2–4 business days after dispatch.
Delivery timeframes are estimates and may vary because of carrier operations, delivery location, weather, public holidays, seasonal demand, or other circumstances outside our reasonable control.
Q: What is the estimated total delivery time?
A: The 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
These timeframes are estimates rather than guaranteed delivery dates.
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 email may include:
- A tracking number
- Carrier information
- Tracking instructions
- A tracking link
Tracking information may take a short time to become active after dispatch.
Q: What should I do if my parcel shows as delivered but I cannot find it?
A: First, check around your property, designated safe places, household members, neighbours, and any delivery information provided by the carrier.
You should also review the tracking information and any available delivery photograph or notification.
If you still cannot locate the parcel, contact Browns Pet Shop with your order number and tracking information so we can help review the shipment details.
Returns & Refunds
Q: What is your return period?
A: Under our voluntary return policy, most eligible products may be returned within 30 calendar days of delivery, subject to the conditions in our Return & Refund Policy.
Applicable statutory consumer rights remain unaffected.
Q: How do I request a return?
A: To request a return, email support@brownspetshop.com and include:
- Your order number
- The reason for the return
- Relevant photographs if the item is damaged, defective, or incorrect
Please wait for return instructions before sending the product back where prior return instructions are required.
Q: How long does a refund take?
A: Approved refunds under our voluntary return policy are normally processed within 10 business days after the returned item has been received and inspected.
Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
Where statutory refund rules apply, the applicable legal timeframe will take priority.
Q: What should I do if my item arrives damaged, defective, or incorrect?
A: Please contact us promptly at support@brownspetshop.com.
Include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging where applicable
We will review the issue and, where appropriate, may arrange a replacement, exchange, repair, refund, or another suitable remedy in accordance with applicable UK consumer law.
Customer Support
Q: How can I contact Browns Pet Shop?
A: You can contact us using the following details:
Email: support@brownspetshop.com
Telephone: +44 1241 873280
Physical Store: 249 High Street, Arbroath DD11 1ED, United Kingdom
Customer Service Hours:
Monday to Friday, 9:00 AM – 5:00 PM
When contacting us about an existing order, please include your order number and the email address used at checkout so we can assist you more efficiently.