FAQs

Equipment, accessories and everyday supplies for dogs, cats, fish, small animals such as hamsters and ferrets, rabbits and guinea pigs, birds and reptiles. You can browse by animal on Shop by pet, or by what you are looking for on Shop by need.

No. We never sell or send live animals of any kind, and that includes fish. Our range covers what they need instead: tanks, cages, hutches, beds, bowls, toys and so on. If you are hoping to welcome a new companion, a reputable rescue centre or breeder is the place to start.

No. ArdentPets does not sell veterinary medicines or any product intended to prevent, diagnose or manage a health condition. Please talk to your vet about anything related to your pet’s health.

We look for clear measurements, sensible materials and practical care instructions, and we leave out anything we could not describe honestly. Our How we choose page sets out the questions we ask.

Yes. Every item is new unless its product page clearly states otherwise.

Go by the measurements in centimetres and any weight range on the product page rather than a size name, because sizes differ from one maker to another. If you are unsure, send us your pet’s measurements and the product name and we will help you choose.

Gift cards are not available yet.

Email support@ardentpets.co.uk with a description of what you are after. We cannot promise to stock every request, but we read them all and they help shape the range.

Choose your items, open your basket and press checkout. Enter where you would like the parcel sent, pay, and a confirmation email will follow within a few minutes.

Every payment method available for your order is listed on the checkout page. Payments are handled securely by Shopify.

No. Card details are entered on Shopify’s encrypted checkout and are never visible to us.

Yes. Enter HELLO10 at checkout to take 10% off your first order. It can be used once per customer and cannot be combined with other discount codes.

No, guest checkout works perfectly well. An account simply keeps your past orders together in one place.

Email support@ardentpets.co.uk straight away with your order number. If we have not yet begun preparing it, we can usually change it or cancel it for you.

A declined payment is normally the decision of your card provider. Check that the card number, expiry date and billing address all match what your bank holds, or ask your bank, and then try again.

Look in your spam, junk or promotions folder first. If it is not there, write to support@ardentpets.co.uk and we will send you another copy.

Yes. We never charge for delivery to a UK address, however small the order.

Orders are prepared within 1–3 working days, and most UK addresses receive them 3–7 working days after dispatch. Some Highlands and island postcodes and Northern Ireland can take a little longer.

Anywhere in England, Wales, Scotland and Northern Ireland. We do not currently deliver outside the UK.

A tracking link is emailed to you when your order leaves us. Our Track your order page explains what to do if the tracking stops updating.

Yes. Simply enter their address as the delivery address at checkout.

Check the latest tracking update first. If the parcel is outside the expected window, email support@ardentpets.co.uk with your order number and we will follow it up with the carrier.

No. The amount you pay at checkout covers everything. If anyone asks you for a payment when your parcel arrives, please refuse and let us know.

Sometimes. A bulky item may travel in its own box with its own tracking number. Delivery is still free for every box.

Thirty days from delivery. Unused items in their original packaging can be returned for any reason within that time.

No. We email you a prepaid returns label, so sending an item back costs you nothing.

Email support@ardentpets.co.uk quoting your order number and telling us which item is coming back. Within one working day you will have the label and instructions.

Within 10 working days of the item reaching us. The money goes back to the payment method you used.

For hygiene reasons, opened food and treats, and grooming products whose protective seal has been removed, can only be sent back when faulty or different from their description. Unused items of every other kind can be returned within 30 days.

Send a photo of the item and its packaging to support@ardentpets.co.uk. We will dispatch a replacement or refund you, and we pay for anything that needs to come back.

The Consumer Contracts Regulations 2013 give you 14 days from receiving your order to cancel without a reason. Our 30-day free returns promise goes further and does not replace your legal rights.

The Consumer Rights Act 2015 applies. In the first 30 days after delivery you are entitled to turn down a faulty item and get your money back in full; after that we offer a repair or replacement, or a refund if neither is possible. Our returns policy has the details.

Email support@ardentpets.co.uk or use our contact page. We answer within one working day, Monday to Friday.

We do not offer telephone support. Email means every detail of your question is recorded, and we answer within one working day.

Once you are signed in, choose Orders to see everything you have bought. If you checked out as a guest, the link in your confirmation email shows the order status.

Choose the forgotten password option on the sign-in page and a reset link will be emailed to you.

We use it to process, deliver and support your orders, and for nothing you have not agreed to. Our privacy policy explains everything in full.

Every newsletter includes an unsubscribe link. Alternatively, ask us at support@ardentpets.co.uk and we will take you off the list.

Yes. The ArdentPets Journal has practical, non-medical guides on topics such as setting up a hamster home and helping pets through fireworks season. For questions about health, please speak to a vet.

You can read them on our terms of service page.