FAQs

Frequently Asked Questions

Orders & Shipping

How long will my order take to arrive?
Orders are typically delivered within 7 to 14 business days. You'll receive a tracking number by email once your order has been dispatched, so you can follow its journey.

How do I track my order?
Once your order ships, you'll receive a confirmation email with your tracking details. You can also track your order anytime on our Track Your Order page.

Can I change or cancel my order after placing it?
We process orders quickly, so changes or cancellations need to be requested as soon as possible. Contact us at contact@truematepet.com and we'll do our best to help before your order is dispatched.

Returns & Refunds

What is your return policy?
We accept returns within 14 days of delivery for unused items in their original packaging. For full details, please visit our Returns page.

Do you offer exchanges?
At this stage we don't offer direct exchanges. If you'd like a different product, simply return your original order and place a new one.

What if my order arrives damaged or incorrect?
Contact us within 14 days of delivery with your order number and a photo of the issue. We'll sort it out promptly.

Products

Are your products safe for pets?
Every product in our store has been carefully selected with your pet's safety and wellbeing in mind. If you have specific concerns about a product's suitability for your pet, we recommend consulting your veterinarian.

Do you carry products for both cats and dogs?
Yes! Our store is organised by pet type so you can shop easily for your dog, your cat, or both.

Getting in Touch

How can I contact you?
Reach us at contact@truematepet.com. We aim to respond to all enquiries within 1 to 2 business days.