Fast, reliable delivery and clear returns support.
From door to door, we keep every step simple for pet owners. If you have questions or need to return an item, email info@zenovapet.com — we’ll reply within one working day.
Free shipping in the United Kingdom
Standard shipping is free on all orders within the United Kingdom. There’s no minimum spend required.
Delivery area
This policy covers orders shipped within the United Kingdom only. We do not deliver to P.O. boxes or overseas addresses at this time.
Order processing
Once payment has cleared, we begin processing within 1–2 business days, Monday through Friday. Orders placed after 5:00 PM UK time start processing the next business day.
Delivery timeframe
After dispatch, standard delivery typically takes 6–12 business days. From order to delivery, expect about 7–14 business days.
Tracking your order
Every order includes tracking. When your parcel is on its way, we’ll email you a confirmation with the tracking number so you can follow its journey.
Delayed or missing deliveries
If delivery takes longer than expected, reach out to us and we’ll investigate right away. Delays can happen because of weather, busy periods, or courier disruptions.
Starting a return
Email info@zenovapet.com with your order number and a short reason for the return. We’ll reply within one to two working days and send return authorisation and full instructions.
Return window
Send back non-personalised items within 30 days of delivery. Items should be unused, in their original packaging, and in the same condition they arrived.
Who pays for return postage?
If your item arrived faulty, damaged, or incorrect, let us know within 48 hours with photos and we’ll cover the return postage. If you’ve changed your mind or ordered the wrong item, you’re responsible for return shipping using a trackable method.
Getting your refund
Once we receive and inspect your return, we’ll send a confirmation email. Refunds are issued within seven working days, then your bank may need extra time to post it to your account.
Swapping for something else
If you want a different item, contact our support team. After the original return is approved, you can place a new order for the replacement.
Changing your mind before dispatch
You can cancel your order before it ships and receive a full refund by emailing info@zenovapet.com. If the order has already shipped, follow the standard return process after delivery.
What can’t be returned?
Personalised products and hygiene-sensitive items cannot be returned unless they are still sealed, unopened, and in original condition.
Your legal rights
Nothing here affects your statutory consumer rights. If you’re shopping from the United Kingdom, you remain protected under the Consumer Rights Act 2015 for faulty or misrepresented goods.
Need help?
Our team aims to respond within one working day.
Email: info@zenovapet.com
Phone: +31640121099