FAQ

We offer dog walking, travel, outdoor and grooming accessories across three collections: Walking Essentials, Travel Essentials and Outdoor & Care.

Please check the description, dimensions, fit information and care guidance on the relevant product page before purchasing.

Prices are displayed in pounds sterling (GBP). The payment methods available for your order are shown at checkout.

The complete amount payable, including any applicable tax and delivery charge, is displayed before you confirm payment. We do not add undisclosed handling charges after checkout.

We send an order acknowledgement to the email address provided at checkout. Please check that your email address is correct and look in your spam or junk folder if it does not arrive.

If you need help locating an order, contact us with your name and any available order reference. Do not send full payment-card details.

Contact us promptly with your order number and the requested change. We can usually make changes before dispatch if your request reaches us in time.

Changes may not be possible once an order is in transit. We will explain the available options and will not substitute a product or increase the agreed price without your consent.

Yes. Contact us with your order number before dispatch. If the order has not been dispatched, we cancel it without a cancellation fee and initiate a full refund within 3 working days.

If it has already been dispatched, your applicable cancellation and return rights remain available.

We deliver only to supported mainland addresses in England, Scotland and Wales.

We do not deliver to Northern Ireland, islands, excluded remote areas, military bases or military postal addresses. International delivery is not available.

Eligibility depends on the full delivery address and postcode. Contact us before ordering if you are unsure whether your address is supported.

Orders are dispatched from the United Kingdom.

Crestora Pets is operated by CRESTORA GENERAL SUPPLY LLC. Our registered and business address is in the United States and is separate from the dispatch location.

Standard delivery to supported addresses is free (£0.00), with no minimum order value.

We do not add a delivery surcharge after payment or require customers to pay import-clearance charges for our UK-dispatched service.

Processing normally takes 1–3 working days after payment confirmation and any necessary order checks. Estimated transit after dispatch is 3–5 working days.

The estimated total is therefore 4–8 working days. Working days are Monday–Friday, excluding UK public holidays.

Our daily cut-off is 16:00 UK time, using GMT or BST as applicable. Orders received after the cut-off, at weekends or on public holidays enter processing on the next working day. This does not guarantee same-day dispatch.

Yes. We provide tracking information after dispatch. Your dispatch confirmation identifies the relevant carrier or tracking service.

Tracking may not update immediately after a label is created. Contact us if tracking remains unavailable or appears inconsistent.

Contact us with your order number and a description of the problem. We will investigate with the delivery provider and arrange an appropriate solution, including replacement or refund where applicable.

You do not have to resolve the issue with the carrier yourself before asking us for help. A delivery scan alone does not conclusively resolve a genuine non-delivery claim.

You may request a return within 30 calendar days after receiving your order, including if you have changed your mind.

There are currently no product categories excluded from our return policy. Sale items have the same return rights as full-price items. Your statutory rights remain unaffected.

We cover return shipping for both change-of-mind and faulty-item returns. No restocking fee applies.

Contact us for a prepaid return arrangement or agreed reimbursement of reasonable return postage before posting the goods.

Contact support@crestorapets.shop for the designated return address and instructions for your order. Our US registered and business address is not the designated returns destination.

Please send the goods within 14 calendar days after notifying us. We will extend that period if our instructions or return arrangements are delayed. You will not be required to pay international return costs.

Yes, subject to stock availability. Contact us before returning the item so we can arrange the replacement.

We cover return shipping and standard replacement delivery. Any price difference must be agreed in advance. If the replacement is unavailable, you may choose an available alternative or receive a refund.

We initiate refunds within 3 working days after receiving returned goods or evidence that they have been sent back, whichever occurs first where applicable to your cancellation rights.

Where no return is required, we initiate the refund within 3 working days after confirming the resolution. Refunds go to the original payment method.

Your bank or payment provider determines when the credit appears. This is separate from our processing time. See our Return and Refund Policy for full details.

Contact us as soon as reasonably possible. A description and photographs, where practical, can help us investigate, but photographs are not an absolute condition of your statutory rights.

We will provide an appropriate remedy. Rights concerning faulty, misdescribed or unfit-for-purpose goods may continue beyond our voluntary 30-day return period.