FAQ

Orders placed before 6pm leave on the next working day, so they're dispatched within 24 hours. You'll get an email with a tracking number as soon as the courier collects your parcel.

Usually a few working days after dispatch, depending on your address. The estimated delivery time is shown at checkout and takes into account processing time, weekends and bank holidays.

Yes. The delivery costs and times for your country are shown at checkout, before you confirm anything — you'll never find an extra charge afterwards.

Yes, we email you a tracking number as soon as your parcel is on its way. If you can't find it, check your junk folder before getting in touch.

This happens when items aren't packed in the same place. Each parcel then has its own tracking, and you only pay delivery once.

Yes, as long as the parcel hasn't left: email us as soon as possible with your order number. Once it's been dispatched, you'll need to wait for it to arrive and then send it back as a return.

You have 14 days after delivery to return an item, for any reason. It must be in its original condition, unused and in its packaging.

Email us at info@petounet.com with your order number and the item concerned. We'll send you the returns address and what to do. Please don't post anything until you've had our reply: a parcel sent to the wrong address can't be processed.

Your refund is issued as soon as we've received and checked the item, to the payment method used for your order. How long it takes to show in your account then depends on your bank.

Take a photo of the item and the packaging, and send it to us with your order number. We handle these cases as a priority, without asking you to send the item back at your own cost.

Two measurements are all you need: the chest girth, just behind the front legs, and the neck girth. Each product page shows the measurements for every size.

Between two sizes? Go for the larger one: straps can be tightened, not lengthened. See all dog harnesses and dog collars.

A collar puts all the pulling force on the throat. A harness spreads it across the chest and shoulders, where a dog is built to pull.

A harness is the clear choice in three cases: a dog that pulls, a puppy learning to walk on the lead, and flat-faced breeds. The collar still has its place for carrying an ID tag.

Use the two-finger rule: you should be able to slide two fingers, flat, under each strap. Too loose and your dog can back out of it; too tight and it'll rub under the armpits after twenty minutes' walking. Check the fit again after a few walks, once the harness has relaxed.

Your dog should be able to stretch out fully, legs extended. Measure from the tip of the nose to the base of the tail and add around 15 cm.

A dog that sleeps curled up will be happy with a dog cushion; one that likes to rest its head is better off in a bolster dog bed.

A short dog lead is for control in town. A long line of five to ten metres is for recall training: your dog gets some distance without ever really being off the lead. It doesn't replace a lead for everyday walks.

Go by the coat, never the breed. A long coat needs a pin brush that gets beneath the top layer, where tangles form. A short coat is better served by a rubber curry brush, which catches what a comb lets slip. See our dog grooming kit.

What matters isn't the number of platforms but the height of the scratching post: your cat should be able to stretch out fully, which means around 60 cm in one stretch.

A sturdier model always beats a taller one that wobbles: a cat tree that sways on the first jump won't get used again. See our cat scratchers and cat trees.

It's not naughtiness: your cat is keeping its claws in shape and leaving a scent mark. The sofa gets targeted because it's sturdy, upright and well placed — not to wind you up.

A cat scratcher that's tall enough, heavy enough and placed where your cat actually spends time solves the problem better than any deterrent spray. Shut away in a spare room, it'll be useless.

The rule is simple: one tray per cat, plus one. Two cats sharing a single tray almost always end up with one of them avoiding it, and that's when accidents start. See our cat litter trays.

Three causes come up before any behaviour issue: the tray is too small (it should be one and a half times your cat's length), it's covered when your cat doesn't like feeling shut in, or it's in a busy spot. If none of that changes anything, see your vet: a urinary problem often shows up this way.

It makes sense for a household that's often out, or for several cats. Give your cat time to get used to the motor noise: keep the old tray next to it for a few weeks, otherwise some cats simply refuse the new one. See our self-cleaning litter boxes.

Cats drink little from still water — an inherited reflex, since stagnant water is often unsafe to drink. A pet water fountain noticeably increases how much they drink, which matters for their kidneys and urinary tract.

It depends on the item: each product page gives care instructions. As a rule, dog bed covers come off and can be washed, the fillings can't. A harness should be rinsed in lukewarm water and dried flat, away from a radiator, which would stiffen the straps.

Not with just any toys. Toys with strings, bells or small parts need supervision: they can be swallowed. When you're out, choose a one-piece toy with nothing that can come off, suited to your pet's jaw.

No. A harness goes on for the walk and comes off when you get home. Worn all the time, it rubs in the same places and ends up irritating the skin, especially on short-coated dogs.

Puppies and kittens grow fast: go for adjustable designs and check the fit every week. An accessory bought too big "so it lasts" is one your pet will escape from.

Debit and credit cards, PayPal, Apple Pay, Google Pay and Shop Pay, among others. The full list is shown at checkout. All transactions are encrypted.

Yes. Payment is handled by Shopify's secure platform: we never have access to your card details, and they're not stored on our shop.

By email at info@petounet.com, or via the contact form. We reply Monday to Saturday, within 24 working hours.