FAQs

  • Shipping
  • Shipping destinations:

    • At present, we only ship locally 

    Shipping times:

    • Most orders take 3-5 business days to be delivered to you and we ship within 1-2 business days.
    • Shipping time might vary depending on location, shipment method and other factors.

    Shipping cost:

    • Orders over £29.99 will have free shipping.
    • Orders under £29.99 will be charged for shipping depending on your chosen delivery method . Full price will be displayed at checkout. 
  • Payments
  • You can select your preferred payment method at checkout.

    • We accept secure payments for all orders via Credit Cards, Debit Cards & PayPal. 
  • Returns and Refunds
  • Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:

    • If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
    • Timing: we have a 30-days Return & Exchange Policy, since the day item was received.
    • To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
    • For returns, please email hello@togo-pets.com with the subject 'Returns' and include your order number, name and the reason for the return.
    • Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
    • Please note that customers are responsible for shipping costs of returned items.
    • When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
    • If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

  • Orders Placement
  • Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". 

    Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 1-2 business days.

    Our support team is always happy to guide you at any step!

  • How to cancel an order?
  • If you change your mind or don't want to proceed with your order, email us immediately: hello@togo-pets.com. It is advisable to cancel your order with 24 hours upon ordering. 

    Unfortunately, we won't be able to cancel your order once we shipped it. Alternatively, you are very welcome to return the item instead once you've received it. 

    Check our returns policy. 

  • Is it possible to change the order and how it can be done?
  • Of course, you can as long as you inform us within 24 hours after you've ordered. We will try our best to modify your order as long as we haven't shipped it yet.

    Any changes you'd like to make, please email us: hello@togo-pets.com