Help Center

6. HELP CENTRE 
At Petlópolis, we want it to be easy to understand your order, delivery and return options. You can find quick answers below or contact Customer Care.
CONTACT US
Email: care@petlopolis.com
Customer Care hours: 11am – 9pm 
FREQUENTLY ASKED QUESTIONS
When will my order arrive?
Orders are normally processed within 2 to 5 working days. Our current estimated delivery time is normally 7 to 15 working days after dispatch, unless a different estimate is shown on the product page. Please see our Shipping & Delivery Policy for full details.
How can I track my order?
Where tracking is available, we will send the tracking number or link after dispatch. Tracking may take time to update after the parcel enters the carrier network.
Can my order arrive in more than one parcel?
Yes. Products may be fulfilled by different partners, so items in the same order can arrive separately.
Can I cancel or return an order?
For most online purchases, UK consumers have a statutory cancellation period. Please read our Returns & Refunds Policy for the applicable process, time limits and exclusions.
What if my item is faulty, damaged or incorrect?
Contact care@petlopolis.com with your order number and details of the issue. Photos or video can help us investigate quickly. Your statutory rights are explained in our Returns & Refunds Policy.
How is my personal information used?
Please read our Privacy Policy and Cookie Policy for information about personal data and website technologies.
Still need help?
Email care@petlopolis.com and our Customer Care team will assist you.