Chilly Penguin

We want to ensure you get the right product at the right time for the right price. After your order has been confirmed, processed and shipped, you’ll receive an email with your delivery information and tracking number.

All online orders are processed the following business day. Add 1-3 business days to your shipping estimate for total estimated delivery time.

Please notify PetSafe® Brand via phone or in writing of shortages or damage within 24 hours of receiving your shipment. Visit our Contact Us page for details.

UK: 0800 046 1414
Rest of EU: 00800 1818 2020
Email: intlcc@petsafe.net

Shipping FAQs

What forms of payment do you accept?
We accept Visa, MasterCard, and PayPal. Note that your bill will say "Luzern-PetSafe."

How much is shipping?

• £7.99 Standard Courier via UPS/DPD

What’s your return policy?
If for any reason you are not completely satisfied with your purchase, you can return it within 30 days of receipt of your order for a product price refund. Return shipping fees won't be refunded. Read our full return policy.

Is your checkout secure?
Yes, checkout is 100% secure and your personal information is safe. You’ll see “https” in the checkout page URL, which means your information is secure. You’ll also see the “Secured by Thawte” icon at the payment step, which means our site has passed the daily Thawte security scan.

I'm shipping to the Channel Islands, how are import duties and tax applied?
Import duty and taxes may apply when ordering from our website for delivery to the Channel Islands. Orders are subject to the typical customs and VAT rates. If you have any questions, please contact our Customer Care team. More information can be found at GOV.uk 'Tax and Customs'.

Returning Your Purchase

This policy applies to products purchased directly from PetSafe.net. For purchases made through other online or store retailers, please contact the retailer directly for their specific return policy.

No Quibble Returns

We accept ‘No Quibble Returns’ within 30 calendar days of receipt of your order. You will be refunded the price of the product including VAT, provided that the item is received back to our warehouse intact and in a resalable condition. Shipping costs won't be refunded. You'll be responsible for charges or costs associated with returning the product back to PetSafe® Brand. Contact Us and our Customer Care team will help you return your purchase.

Faulty/Defective Product

PetSafe® Brand is committed to providing our customers with the highest quality products and service. However, on rare occasions, products may be found to be faulty or defective. If you have a faulty product and it is still within its warranty period, we offer the choice of a suitable replacement if one is available or a full product refund including VAT. PetSafe® Brand reserves the right to refund the purchase price of the product along with the original freight cost. We regret we are unable to ship advance replacements. Contact Us and our Customer Care team will help you with your purchase.

Conditions

Your return is subject to the following:

• A return address is required to send out a replacement product.
• All returns must be in original factory packaging with all original packing materials.
• Special order items are not returnable.
• All replacement items will be shipped after PetSafe has received and processed Customer’s defective return. A new tracking number will be sent to Customer on the replacement item when it ships.
• All credits will be made back to the original payment method.
• PetSafe® Brand will not be held responsible for Customer ordering the wrong product(s), and all refusals will be credited minus the freight charges.
• If a package arrives damaged, it is best for Customer to refuse the package. If Customer signs for and keeps the package, Customer should note the damage when signing for it so that a claim may be filed with the carrier.