At Urban Pet Play Ltd, we are committed to providing high-quality pet products alongside excellent customer service. Our support team is here to help before, during, and after your purchase.
We aim to ensure every customer has a positive shopping experience by offering prompt, professional, and friendly support for all eligible products purchased through our website.
We can help with:
Product information and specifications
Choosing the right product for your pet
Assembly guidance (where applicable)
Usage and care instructions
Product compatibility questions
Delivery enquiries
Order tracking assistance
Warranty guidance (where applicable)
Faulty or damaged product support
Returns and refund information
If you’re unsure which product is right for your pet, our customer support team is happy to answer your questions and provide general product guidance to help you make an informed decision.
If you experience an issue with a product you’ve purchased, please contact us as soon as possible. We will work with you to resolve the issue quickly and fairly.
Depending on the situation, we may:
Provide troubleshooting advice
Arrange a replacement item
Offer replacement parts where available
Request photographs of damaged or faulty products
Process a return or refund in accordance with our Returns & Refunds Policy
If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery. Including photographs of the packaging and product will help us resolve your enquiry more quickly.
Some products include a manufacturer’s warranty. Warranty terms vary by manufacturer and product type. Where applicable, warranty information will be provided on the product page or included with your purchase.
Accidental damage, misuse, normal wear and tear, improper installation, and failure to follow care instructions are generally not covered under manufacturer warranties.
Always supervise your pet when introducing new toys, treats, accessories, or equipment.
Please:
Select products appropriate for your pet’s size and breed.
Regularly inspect products for signs of wear or damage.
Replace damaged products immediately.
Follow all care and safety instructions supplied with the product.
Urban Pet Play Ltd cannot accept responsibility for injuries or damage resulting from misuse, improper supervision, or failure to follow product instructions.
We aim to respond to customer enquiries within:
24 hours during normal business days
48 hours during weekends and public holidays where possible
More complex enquiries may require additional time while we investigate with suppliers or manufacturers.
If you need assistance, please contact our friendly customer support team with your order number and details of your enquiry. We are committed to resolving issues as quickly as possible and ensuring you receive the highest standard of service.
Thank you for choosing Urban Pet Play Ltd. We appreciate your trust and look forward to helping you care for your pets.
