Welcome to Regal Pets Ltd FAQ page. Here you can find answers to common questions about our products, orders, shipping, payments, returns, refunds, and store policies.
If you cannot find the information you need, please contact our customer support team at support@regalpetsltd.com.
GENERAL QUESTIONS
Q1. What is Regal Pets Ltd?
A: Regal Pets Ltd is an online pet store offering practical products for feeding, hydration, play, enrichment, travel, and everyday pet care.
Our current collections include:
- Regal Feeding & Hydration
- Regal Play & Enrichment
- Regal Travel & Care
- Regal Dog Essentials
regalpetsltd.com is the official online store of Regal Pets Ltd.
Q2. Where is Regal Pets Ltd located?
A: Our business address is:
Regal Pets Ltd
41 Cawood Square
Stockport SK5 8JS
United Kingdom
Q3. How can I contact Regal Pets Ltd?
A: You can contact our customer support team using the following details:
Email: support@regalpetsltd.com
Phone: +44 7849 814852
Our customer service hours are:
Monday – Friday
9:00 AM – 5:00 PM
GMT UTC+0
ORDER QUESTIONS
Q4. How do I place an order?
A: Browse our online store, select the product you would like to purchase, add it to your cart, and proceed through checkout.
Please review your product selection, delivery address, and order details carefully before completing payment.
Q5. Can I modify or cancel my order?
A: Order changes or cancellations may only be possible before processing has progressed too far.
Please contact us as soon as possible if you need to change or cancel an order.
Once an order has been processed, packed, or dispatched, changes or cancellations may no longer be possible.
Q6. Will I receive an order confirmation?
A: Yes. After your order has been successfully placed, an order confirmation will normally be sent to the email address provided during checkout.
Please check your email address carefully when placing your order.
SHIPPING & DELIVERY
Q7. How long does delivery take?
A: Our current estimated delivery timeframe is:
Processing Time: 0–1 business day
Transit Time: 2–4 business days
Estimated Total Delivery Time: 2–5 business days
Delivery timeframes are estimates and may occasionally be affected by carrier operations, public holidays, weather, seasonal demand, or other circumstances outside our reasonable control.
Q8. How much does shipping cost?
A: Our current UK shipping rates are:
Orders under £250: £6.00 flat-rate UK shipping
Orders of £250 or more: Free UK shipping
The applicable delivery charge will be shown during checkout before you complete your order.
Q9. What is your order cut-off time?
A: Our daily order cut-off time is:
5:00 PM (GMT UTC+0)
Orders placed before the cut-off may begin processing on the same business day.
Orders placed after the cut-off may begin processing on the next applicable business day.
Q10. Do you provide tracking information?
A: Tracking information will be provided where available after your order has been dispatched.
Depending on the delivery service, you may receive:
- A tracking number
- A tracking link
- Carrier information
You may also use our Order Tracking page where applicable.
Q11. What happens if I enter the wrong shipping address?
A: Customers are responsible for providing complete and accurate shipping information.
An incorrect or incomplete address may result in:
- Delivery delays
- Failed delivery attempts
- Returned packages
- Additional shipping costs
If you notice an error, please contact us as soon as possible.
We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.
Q12. Where do you currently ship?
A: Regal Pets Ltd currently ships within the United Kingdom only.
International shipping is not currently available.
PAYMENT QUESTIONS
Q13. What payment methods do you accept?
A: We accept the payment methods displayed during checkout.
Available payment options may vary depending on the checkout services available at the time of purchase.
Q14. Is my payment secure?
A: Payments are processed through the secure payment systems available on our website.
Payment information is handled through the applicable payment provider rather than being processed manually by our customer support team.
Q15. Why might my payment be declined?
A: A payment may be declined for several reasons, including:
- Insufficient funds
- Incorrect payment details
- Security checks
- Card restrictions
- Bank or card issuer decisions
- Payment provider verification requirements
If your payment is declined, please check the information entered or contact your bank or payment provider.
RETURNS & REFUNDS
Q16. What is your return policy?
A: Eligible products may be returned within 30 days of delivery, subject to the conditions set out in our Return & Refund Policy.
Customers should review the full Return & Refund Policy before returning an item.
Q17. Who pays for return shipping?
A: For change-of-mind returns, customers are responsible for arranging and paying the applicable return shipping costs unless otherwise agreed.
Q18. Do you provide prepaid return labels?
A: We do not normally provide prepaid return labels.
Customers should arrange an appropriate return shipping method unless another arrangement has been confirmed by Regal Pets Ltd.
Q19. How long does a refund take?
A: Once an eligible returned item has been received and inspected, approved refunds are typically processed within 12 business days.
Your bank, card issuer, or payment provider may require additional time for the refunded amount to appear in your account.
Q20. Do you charge a restocking fee?
A: No. We do not charge a standard restocking fee for eligible returns.
Q21. Can I return a used product?
A: Returned products should generally be unused, in their original condition, and returned with applicable packaging where required to qualify for a refund.
Please review our Return & Refund Policy for complete eligibility requirements.
PRODUCT QUESTIONS
Q22. What types of products do you sell?
A: Our current product range is organised into four main collections:
Regal Feeding & Hydration
Products designed around feeding, drinking, and everyday mealtime routines.
Regal Play & Enrichment
Interactive products for play, activity, and engagement.
Regal Travel & Care
Useful products for travel, cleaning, feeding, hydration, and everyday pet care.
Regal Dog Essentials
Practical products designed around everyday dog-care routines.
Individual products and product availability may change over time.
Q23. Are product dimensions and specifications available?
A: Where applicable, available sizes, measurements, specifications, features, and other relevant product information are provided on individual product pages.
We recommend reviewing the product description carefully before placing an order.
ORDER & DELIVERY ISSUES
Q24. What should I do if my order is delayed?
A: Delivery may occasionally be delayed due to:
- Carrier disruptions
- Weather conditions
- Public holidays
- Seasonal demand
- Delivery network issues
- Incorrect or incomplete address information
- Other circumstances outside our reasonable control
Please check your tracking information first where available.
If your order appears to be significantly delayed, contact us at support@regalpetsltd.com.
Q25. What should I do if my item arrives damaged?
A: Please contact us as soon as possible if an item arrives damaged.
When contacting us, please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging where relevant
This information can help our team review the issue.
Q26. What if tracking shows delivered but I cannot find my package?
A: If tracking shows that your package has been delivered but you cannot locate it, please:
- Check around the delivery location
- Ask other household members
- Check with neighbours where appropriate
- Review any carrier delivery photograph or update
- Contact the delivery carrier where applicable
If you still cannot locate the package, contact our support team with your order number and tracking information.
PRIVACY & SECURITY
Q27. Do you collect personal information?
A: Yes. We may collect personal information required to operate our website, process orders, provide customer support, arrange deliveries, and perform other legitimate business functions.
Please review our Privacy Policy for more information about how personal information is collected and handled.
Q28. Do you share customer information?
A: Information may be shared with relevant service providers where necessary to operate our website or fulfil customer orders.
This may include service providers involved in:
- Payment processing
- Order fulfilment
- Shipping and delivery
- Website operations
- Customer support
Please review our Privacy Policy for further information.
CUSTOMER SUPPORT
Q29. How can I contact customer support?
A: You can contact Regal Pets Ltd using:
Email: support@regalpetsltd.com
Phone: +44 7849 814852
Customer support is available during our regular business hours.
Q30. What information should I include when contacting support?
A: For faster assistance, please include relevant information such as:
- Your order number
- The email address used for your order
- A clear description of your enquiry
- Product details where applicable
- Photographs where relevant
Providing complete information can help our support team understand your enquiry more efficiently.
STORE & WEBSITE QUESTIONS
Q31. Is regalpetsltd.com your official website?
A: Yes.
regalpetsltd.com is the official online store of Regal Pets Ltd.
Customers can use our website to browse products, place orders, track purchases, review store policies, and contact customer support.
Q32. Do you have a physical business location?
A: Yes. Regal Pets Ltd’s business address is:
41 Cawood Square
Stockport SK5 8JS
United Kingdom
Our online store is available through regalpetsltd.com.
STORE POLICIES
Q33. Where can I find your store policies?
A: Important store information is available through our dedicated policy pages, including:
- Shipping Policy
- Return & Refund Policy
- Payment Policy
- Privacy Policy
- Terms of Service
We recommend reviewing the relevant policies before placing an order.
CONTACT INFORMATION
Business Name: Regal Pets Ltd
Business Address:
41 Cawood Square
Stockport SK5 8JS
United Kingdom
Business Phone:
+44 7849 814852
Business Email:
support@regalpetsltd.com
Customer Service Hours
Monday – Friday
9:00 AM – 5:00 PM
GMT UTC+0
Order Cut-Off Time
5:00 PM (GMT UTC+0)
Thank you for shopping with Regal Pets Ltd.