FAQ

Frequently Asked Questions (FAQ)

Welcome to the Animal Forum FAQ!

Here you will find answers to common questions about shopping with us. At Animal Forum, we aim to make shopping for pet supplies simple, secure, and reliable. If you need further assistance, our customer support team is always happy to help.

Orders

How do I place an order?

You can place an order directly through our online store. Browse our pet products, choose the item you would like to purchase, add it to your basket, and follow the secure checkout process to complete your order.

Can I change or cancel my order?

If your order has not yet been dispatched, please contact us as soon as possible. We will do our best to update or cancel your order before it leaves our facility. Once an order has been shipped, changes or cancellations may no longer be possible.

What happens after I place an order?

After placing an order, you should receive an order confirmation by email. Once your order has been processed and dispatched, you will receive further updates where applicable, including tracking information when available.

Shipping & Delivery

Where do you deliver?

We currently deliver within the United Kingdom only. At this time, we do not offer international shipping.

How long does delivery take?

Delivery times depend on the shipping option selected at checkout.

Economy Shipping: 5 to 8 business days — Free
Standard Shipping: 3 to 4 business days — £15

Please note that delivery timeframes are estimates and may be affected by busy periods, courier delays, public holidays, or circumstances beyond our control.

How long does dispatch take?

Orders are usually dispatched within 2 business days after payment has been successfully received. Orders are processed Monday to Friday, excluding public holidays.

Will I receive tracking information?

Yes. Once your order has been dispatched, you will receive tracking information where available so you can monitor the progress of your shipment. Please allow some time for tracking updates to appear after dispatch.

Can I change my delivery address?

If you need to change your delivery address, please contact us as soon as possible. We may be able to update your address before the order has been dispatched. Once the order has shipped, address changes may no longer be possible.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must be unused, undamaged, in the same condition that you received it, with tags attached where applicable, and in its original packaging. Proof of purchase may also be required.

How do I request a return?

To request a return, please contact us at support@animalforum.shop with your order number and details of the item you would like to return.

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without first requesting a return may not be accepted.

What if my item arrives damaged, defective, or incorrect?

Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, contact us immediately with your order number and clear photos of the item and packaging where possible. We will review the issue and work to resolve it as quickly as possible.

Who pays for return shipping?

Unless the item is defective, damaged, or incorrect, customers are responsible for the cost of returning items. If the return is due to our error, we will provide further instructions and help resolve the issue appropriately.

When will I receive my refund?

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method. Please note that your bank, card provider, or payment provider may take additional time to process and post the refund.

Payments & Billing

What payment methods do you accept?

We accept a range of secure payment methods, which may include:

American Express
Apple Pay
Diners Club
Discover
Google Pay
Maestro
Mastercard
PayPal
Shop Pay
UnionPay
Visa

Available payment methods may vary depending on your device, location, browser, and the options shown at checkout.

Is my payment information secure?

Yes. All payments are processed securely through trusted third-party payment providers. Animal Forum does not store your full card details. Payment information is handled securely by encrypted payment gateways.

Why was my payment declined?

Payments may be declined if the payment provider cannot authorise the transaction, the billing details are incorrect, the payment cannot be verified, or fraud prevention checks are triggered. If there is an issue with your payment, please check your details or contact your payment provider.

Products

What type of products do you sell?

Animal Forum offers practical pet supplies and accessories for everyday care, comfort, travel, safety, and active pets. Our products are selected to help pet owners care for their pets with confidence.

Are product images accurate?

We aim to display our products as accurately as possible. However, colours, sizes, and appearance may vary slightly depending on your screen settings, device, lighting, or product updates.

Are all items in stock?

Product availability is shown on each product page and is updated regularly. If an item becomes unavailable after purchase, we will contact you to discuss available options, such as waiting for restock or receiving a refund for the unavailable item.

Account & Support

Do I need an account to place an order?

No. You can place an order as a guest. However, creating an account may make it easier to track your orders and manage your details for future purchases.

How can I track my order?

You can use the Track Your Order page on our website, or check the tracking information provided by email once your order has been dispatched, where tracking is available.

How can I contact customer support?

If you need help with an order, delivery, return, refund, or product enquiry, please contact us:

Animal Forum
161 Newgate Street
Bishop Auckland
DL14 7EN
United Kingdom

Phone: 01388601768
Email: support@animalforum.shop