FAQ'S – The Pet Vault


Frequently asked Questions:

Q: Don't I know The Pet Vault from somewhere?

A: Yes, you may of seen us at Crufts or other Dog Shows around the UK The Pet Vault stand at Crufts


Q: Are you based in the UK?

A: Yes our base is in the Midlands, UK

Q: Are your products genuine?

A: Yes, all of our products are genuine branded products, we are an official authorised seller of many brands such as KONG, Ruffwear, Planet Dog, Petstages, Loving Pets, Jekca and many more.

Q: I'm struggling to place an order on your site, can you help?

A: Yes of course, you can email us at info@thepetvault.com for any help you need.


Q: Can I visit your shop?

A: Unfortunately we do not have a premise for our customers to visit, we do attend many shows where you can buy in person, or alternatively we are open 24/7 online at www.thepetvault.com 


Q: What are your office opening times?

A: Our operating times are 9am - 6pm Monday - Friday (Excluding Bank Holidays)

Q: I have ordered a Jekca/Build Your Own kit and it has not arrived yet, can you help?

A: ALL Jekca/Build Your Own items may take up to 10-14 working days to arrive, sometimes longer during busy periods. Please refer to shipping info pages for more details.


Q: There is a worldwide pandemic happening but my order has not been delivered super quick like I wanted.

A: Firstly remain calm and wash your hands, every single person involved is working as hard and fast as possible to get your order to you. The couriers are busier now than periods such as Christmas, there may be delays. Please be patient.


Q: There is a world wide pandemic happening but you haven't replied to my email straight away.

A: Please understand we are extremely busy and you are not our only customer. We are replying and dealing with queries as fast as possible, most of which relate to the question above.


Q: There is a world wide pandemic happening but I do not have a tracking number to follow when I am bored and the ad breaks are on the TV.

A: Not all orders have a customer facing tracking number. If you do have a tracking number relating to your order, it will be emailed once this is assigned.


Q: I have sent an email but not had a reply yet, when will my query be answered?

A: We aim to respond to all queries within 24 hours, this may sometimes be longer during busy periods, we appreciate your understanding.


Q: I have not received an order confirmation email yet, did you get my order?

A: Once you see a "Thank You" page on our site then we almost certainly have received the order, however quite often a simple spelling mistake when inputting an email address is the cause not receiving order confirmation emails. Alternatively you may receive order information via SMS for customers who input this information on the checkout page. If you wish to confirm your order please contact us at info@thepetvault.com


Q: I have not received my order yet, can you help?

A: Of course, firstly please check out our shipping page and confirm the allocated time for delivery has passed. If you have waited the mentioned estimated time since dispatch and still have not received your order please email info@thepetvault.com and give the following information:

Date of order, Order number (if you have this), Items ordered, Delivery address, Full Name and any other relevant info.


Q: Do you offer bulk discounts?

A: Only for large quantities of products, please contact us at info@thepetvault.com with your request.


Q: Can you donate to my charity?

A: We do regularly donate to a select few charities already and currently are not looking to take on any more.


Q: What is your shipping costs?

A: All the information on shipping can be found on our Shipping page, you can also simply add items to your cart and visit the cart page, here you will find a shipping calculator which gives exact shipping costs to a given postcode.


Q: I live outside the UK can you send to my location?

A: We offer shipping to most locations, for USA, Australia and Europe the shipping costs are automatically worked out at checkout, however if you live outside these zones, please email us at info@thepetvault.com with information including the items you want and the location to be shipped, we can then offer a custom shipping quote.


Q: What is your Return Policy?

A: All the information on our returns policy and procedure can be found on our Returns page.


Q: My dog has destroyed the product I bought, can I have another?

A: As any responsible dog owner knows, no product is indestructible. It is essential to monitor your dog when it has any product, whether it's a toy or accessory. This is for their safety and ensures they live a happy long life. We do understand sometimes products fail and of course if a product has failed due to a manufacturing fault then we will replace or refund it. However we do not offer replacements/ refunds for items misused or mistreated showing obvious signs of preventable damage. (For Goughnut toys please see Goughnut Guarantee page)


Q: Woops, I bought the wrong size / colour, can you help?

A: In most instances this is not a problem, however please see our Returns page for more information or email info@thepetvault.com


Q: The Pet Vault are awesome, how can I show some love?

A: We try our best to offer great customer service, we really appreciate a good review on our products, on Google, or one of our social media pages. Thank you for being great customers too! :)

For any other questions or queries you may have, email info@thepetvault.com and we shall get back to you once we are back from the walking the dogs! :)