Frequently Asked Questions
Frequently asked questions
Where do you deliver?
We deliver to the United Kingdom as our primary market. We also deliver to the United States, Canada, Australia and New Zealand.
What does shipping cost?
UK shipping is £4.97 below £50 and free from £50. Shipping to the United States, Canada, Australia or New Zealand is £8 below £50 and free from £50. All amounts are in GBP and the final charge appears at checkout.
Will I pay customs duties or import charges?
No additional import or customs charge should be payable on delivery. Product prices and shipping charges shown at checkout include applicable taxes, duties and import charges for our supported destinations.
When will my order arrive?
Processing normally takes 1–3 business days, followed by an estimated 7–14 business days in transit. The estimated total is 8–17 business days.
Will I receive tracking?
Where available, tracking is emailed after dispatch.
Can I return an item?
You may request an eligible return within 30 calendar days after delivery. Email support@fetchmere.uk before sending anything so we can provide authorisation, instructions and the correct return address.
Do you offer exchanges?
We do not offer direct voluntary exchanges. Return the eligible item for a refund and place a new order. Statutory rights for faulty or misdescribed goods remain unaffected.
How quickly will you reply?
We aim to reply to customer-service enquiries within 12–48 hours.
When will I receive my refund?
Approved refunds are issued to the original payment method within the timeframe stated in our Refund & Returns Policy. After issue, banks commonly need an additional 5–10 business days to display the credit.
What if my order is damaged or incorrect?
Email support@fetchmere.uk with your order number and clear photographs where reasonably possible.
Is product information veterinary advice?
No. Consult a qualified veterinary professional where appropriate.