FAQs
Last Updated: 27 June 2026
Welcome to the Wagtails Pet Store FAQ page. Below you will find answers to common questions about our physical shop, online pet toy collection, ordering process, UK delivery, payments, returns, refunds, and customer support.
For further assistance, contact us at support@wagtailspetstore.com.
About Wagtails Pet Store
Q. What is Wagtails Pet Store?
A. Wagtails Pet Store is a physical pet shop located in South Benfleet, United Kingdom. We also operate an online store where customers can purchase a selection of toys for cats and dogs.
Q. Where is your physical store located?
A. Our physical store is located at:
265 High Road, South Benfleet, Benfleet, SS7 5HA, United Kingdom
Q. Are the same products available online and in your physical store?
A. Not necessarily. Products available in our physical shop may differ from those displayed on our website. Please contact us before visiting if you are looking for a particular product.
Q. How can I contact Wagtails Pet Store?
A. You can contact us using the following details:
Email: support@wagtailspetstore.com
Telephone: +44 1268 793632
Q. What are your customer service hours?
A. Our customer service hours are Monday to Friday, from 9:00 AM to 5:00 PM (GMT/UTC+0).
Online Orders
Q. How do I place an online order?
A. Browse the products available on our website, select any required options, add the products to your basket, and complete your purchase through checkout.
Please review the product details, delivery address, and order total before submitting payment.
Q. Will I receive an order confirmation?
A. Yes. An order confirmation email should be sent to the email address provided during checkout after your order has been successfully placed.
Please check your spam or junk folder if you do not receive the email.
Q. Can I purchase multiple products in one order?
A. Yes. You may purchase multiple available products within a single order, subject to stock availability and any applicable quantity limits.
Q. Can I modify my order after placing it?
A. Please contact us as soon as possible if you need to modify your order.
We will try to assist, but changes cannot be guaranteed after processing, packing, or fulfilment has started.
Q. Can I cancel my order?
A. You may request cancellation within 24 hours of placing your order.
Cancellation cannot be guaranteed once the order has entered processing or has been dispatched. If cancellation is no longer possible, you may need to receive the order and request a return under our Returns and Refunds Policy.
Q. What is your daily order cut-off time?
A. Our daily online order cut-off time is 5:00 PM (GMT/UTC+0).
Orders received after this time will begin processing on the next available business day.
Shipping and Delivery
Q. Where do you deliver?
A. We currently deliver online orders to valid addresses within the United Kingdom.
International shipping is not currently available.
Q. How long does delivery take?
A. Our estimated delivery timeframe is:
Processing time: 1–2 business days
Courier transit time: 3–4 business days
Estimated total delivery time: 4–6 business days
Business days are Monday to Friday, excluding UK public holidays.
Delivery times are estimates and may be affected by courier operations, weather conditions, public holidays, seasonal demand, or other circumstances outside our control.
Q. How much does UK shipping cost?
A. Our standard UK shipping charges are:
- Orders of £200 or more: Free Standard Shipping
- Orders below £200: £4.99 Standard Shipping
The qualifying order value is calculated after discounts have been applied and before shipping charges are added.
The applicable shipping charge will be displayed during checkout.
Q. Will I receive tracking information?
A. Tracking information will be provided where supported by the courier or delivery service used for your order.
Tracking details may take a short time to become active after dispatch.
Q. Can I change my delivery address?
A. Please contact us immediately if you need to change your delivery address.
We may be unable to update or redirect the parcel after processing, packing, or dispatch has started.
Q. What happens if I provide an incorrect delivery address?
A. Customers are responsible for entering complete and accurate delivery information.
An incorrect or incomplete address may result in delivery delays, failed delivery attempts, the parcel being returned to us, or additional delivery charges before the order can be resent.
Q. What should I do if tracking shows that my parcel was delivered but I cannot find it?
A. Please check around your property, any nominated safe place, with household members, and with nearby neighbours.
You should also check for a courier delivery notice and contact the courier using the tracking information.
If the parcel still cannot be located, contact us with your order number and tracking details.
Q. What should I do if my parcel arrives damaged?
A. Contact us as soon as possible and provide:
- Your order number
- A description of the damage
- Photographs of the product
- Photographs of the packaging
- A photograph of the delivery label, where available
Please keep the product and all packaging until we have reviewed the issue and provided further instructions.
Products
Q. What products are currently available online?
A. Our online store currently focuses on pet toys for cats and dogs.
Depending on availability, our collection may include:
- Interactive toys
- Chew toys
- Tug toys
- Plush toys
- Treat-dispensing toys
- Puzzle toys
- Cat kicker toys
- Rolling-ball and track toys
Our online product range may be updated or expanded over time.
Q. Does your physical store offer other pet products?
A. Products available in our physical shop may differ from those displayed online.
Please contact us before visiting if you would like to check the availability of a particular product.
Q. How do I choose a suitable toy for my pet?
A. Consider your pet’s age, breed, size, strength, chewing behaviour, activity level, and individual play habits.
Please read the product description, dimensions, materials, recommended use, and safety information before purchasing.
Q. Are pet toys indestructible?
A. No pet toy should be considered completely indestructible.
Pets should be supervised during play where appropriate. Inspect toys regularly and remove them if they become damaged, broken, or small enough to create a choking or swallowing risk.
Q. Are product dimensions and materials provided?
A. Product pages may include dimensions, materials, features, package contents, recommended use, and other relevant information.
Please review all available product details before placing your order.
Q. Will the product look exactly like the photographs?
A. We make reasonable efforts to display products accurately. However, minor differences may occur due to lighting, photography, screen settings, manufacturing updates, packaging changes, or random colour selections where stated.
Product images are provided for reference purposes.
Q. What does “random colour” mean?
A. Where a product is described as having a random colour, the colour supplied may vary depending on available stock.
A particular colour cannot be guaranteed unless the product page provides a selectable colour option.
Payments
Q. What currency is used on your website?
A. All prices are displayed and charged in British Pounds Sterling (GBP £) unless otherwise stated.
Q. Which payment methods do you accept?
A. The payment methods available for your order will be displayed during checkout.
Depending on availability, accepted methods may include major debit cards, credit cards, and supported digital payment options.
Q. Is online payment secure?
A. Payments are processed through secure third-party payment providers available during checkout.
Wagtails Pet Store does not normally receive or store your complete payment card number or card security code.
Q. What should I do if my payment is declined?
A. Please:
- Confirm that your payment details are correct
- Check that your billing address matches your payment account
- Contact your bank or card provider
- Try another available payment method
An order cannot be completed until payment has been successfully authorised.
Returns and Refunds
Q. What is your return period?
A. Eligible products may be returned within 30 days from the delivery date.
You must contact us before returning a product and before the 30-day return period expires.
Q. How do I request a return?
A. Email support@wagtailspetstore.com and provide:
- Your full name
- Your order number
- The product being returned
- The reason for the return
- Photographs if the product is damaged, faulty, incomplete, or incorrect
Return instructions will be provided after your request has been reviewed.
Q. Can I return a used pet toy?
A. Used pet toys are generally not eligible for a change-of-mind return for hygiene, safety, and product-condition reasons.
This does not affect your legal rights if the product arrived faulty, damaged, misdescribed, or incorrectly supplied.
Q. Who pays for return postage?
A. For a change-of-mind return, the customer is normally responsible for return postage.
Where we confirm that a product arrived faulty, damaged, or incorrectly supplied, we may provide a prepaid return method or reimburse reasonable return postage costs.
Q. Do you charge a restocking fee?
A. We do not normally charge a restocking fee for approved returns.
However, a refund may be reduced where legally permitted if the product has been used, damaged, handled excessively, or returned incomplete.
Q. How long does a refund take?
A. Once an eligible returned product has been received, inspected, and approved, the refund will be processed within 14 business days.
The refund will normally be issued to the original payment method. Your bank or payment provider may require additional time to display the refunded amount in your account.
Q. Do you offer direct exchanges?
A. We do not currently offer direct product exchanges.
Please return the eligible original product and place a new order separately for the replacement product.
Q. Will my original shipping charge be refunded?
A. This depends on the reason for the return and your applicable consumer rights.
The original £4.99 Standard Shipping charge may not be refundable for a voluntary change-of-mind return unless required by law.
Customer Support
Q. What information should I provide when contacting customer support?
A. Please provide:
- Your full name
- Your order number, where applicable
- The product name
- A clear explanation of your question or problem
- Relevant photographs, where applicable
- Return or tracking information, where applicable
Providing complete information may help us review your enquiry more efficiently.
Q. How quickly will I receive a response?
A. We aim to respond as soon as reasonably possible during our normal customer service hours.
Response times may vary during weekends, UK public holidays, and periods of high enquiry volume.
Contact Information
Business Name: Wagtails Pet Store
Business Email: support@wagtailspetstore.com
Business Telephone: +44 1268 793632
Physical Store Address: 265 High Road, South Benfleet, Benfleet, SS7 5HA, United Kingdom
Customer Service Hours: Monday to Friday, 9:00 AM–5:00 PM (GMT/UTC+0)
Online Order Cut-Off Time: 5:00 PM (GMT/UTC+0)