How do I reset my password
If you have forgotten your password, there is a Forgotten your password? link on the login page. Once you click the link you will be asked for the email address you used to set up the account. Enter the relevant email address and click submit, and you will then be sent a reset password email.
If you do not receive a link, it is possible that you do not have an account and may have checked out as a guest in the past. If this is the case please complete your details to register a new account.
If you have an account and you have not received the password reset email, please use this form to contact us for further assistance.
How do I unsubscribe from emails?
If you no longer wish to receive marketing emails from us, please use the unsubscribe button at the bottom of any marketing email you receive. You may need to wait for the entire email to load before the link is visible.
Once the link is clicked, you will be directed to the unsubscribe page, or alternatively contact our customer service team here.
I am unable to locate a product
If you have searched our site and cannot find a product, please double check the spelling or search by brand to return more results.
If you have exhausted all efforts, it is possible that the item is out of stock or it may not be part of our current range. Please use this form to contact us for further information.
I did not receive a confirmation email
If you recently placed an order with us and did not receive a confirmation email, it is possible that we may have an incorrect or incomplete email address for you. Please ensure that your email address is correct. If it is correct, please check your spam/junk folders as there is a possibility that the email has been directed there and not your inbox.
If your email address is correct and you cannot locate a confirmation email in your spam/junk folders, please use this form to contact us in regards to your order.
I'm unable to access my account
If you recently placed an order with us and did not receive a confirmation email, it is possible that we may have an incorrect or incomplete email address for you. Please ensure that your email address is correct. If it is correct, please check your spam/junk folders as there is a possibility that the email has been directed there and not your inbox.
If your email address is correct and you cannot locate a confirmation email in your spam/junk folders, please use this form to contact us in regards to your order.
The pricing of a product has not updated
In some cases, pricing may still appear to be discounted, or a sale may appear to be active after they have in fact finished. This is due to your browser cache. Please follow the steps of your web browser to clear the cache and refresh the page.
My coupon code did not apply
Please ensure at checkout that you enter the correct coupon code and click "Apply". If the code is valid, it will be applied to your order.
Only one coupon code can be used at any given time. Additional codes may not be applied, or in the alternative they will override the existing code.
Please check your cart total before proceeding to payment. Once the order has been placed, we are unable to add the coupon code retrospectively and you will be charged the full amount.
Why am I not getting free shipping?
Free shipping is available on all Pet House orders over $29, after any and all discounts have been applied. If your order is over $29 and once a discount has been applied, the total is reduced below $29, then a shipping fee will apply.