Frequently Asked Questions
Can't find what you're looking for? Email support@arkonpet.com and we'll reply within one working day.
Delivery
Where do you deliver?
We deliver to addresses in the United Kingdom.
How much is delivery?
Nothing. Every UK order comes with free tracked delivery.
How long will my order take?
Orders are dispatched within 1–3 working days of payment, then usually arrive 6–11 days after dispatch (weekends included). In total, most orders arrive within 8–14 days of being placed; please allow up to 18 days. These are estimates, and bank holidays, the run-up to Christmas and carrier delays can add a few days.
Will I have to pay VAT or customs charges on delivery?
No. All UK VAT and import duties are already included in the price you pay at checkout, so there's nothing extra to pay when your parcel arrives.
Where do you ship from?
Arkonpet LTD is a UK company based in Birmingham. Our orders are dispatched from partner fulfilment centres in Asia and delivered by UK carriers such as Royal Mail, Evri or DPD.
How do I track my order?
We'll email your tracking number within 1–3 working days of your payment being confirmed. You can follow it on our Track Your Order page or on the carrier's website.
My tracking isn't updating. Is something wrong?
Probably not. It can take 2–3 working days for tracking to start showing updates, and there can be quiet spells while your parcel is in transit. If nothing has changed for a while, email us with your order number and we'll check.
I've only received part of my order.
Orders with more than one item are sometimes sent in separate parcels, each with its own tracking. The rest of your order is on its way. Check your emails for a second tracking number.
What if my parcel doesn't arrive?
If your parcel hasn't arrived within 25 days of dispatch, we'll treat it as lost and send you a free replacement or a full refund, whichever you prefer. See our Shipping Policy for details.
Sizing and products
How do I choose the right size?
Our coats, jumpers, harness, socks, paw cleaner and collar set all have a size finder on the product page, just under the size buttons. Pop in one measurement and it picks the size for you. For coats and harnesses, that's the chest: measure around the widest part, just behind the front legs. Our guide on how to measure your dog shows you how.
If your dog is between two sizes, has a broad chest or a thick coat, we usually recommend the larger size. The K9 Sentinel harness is the exception: it runs slightly large, so go for the smaller one. The size finder already allows for this.
You can also browse by dog size: small dogs (up to about 10 kg), medium dogs (10–25 kg) or large dogs (25 kg and up).
Can you help me choose?
Of course. If you're still unsure, email us the product you're looking at and your dog's chest measurement, back length and weight, and we'll suggest a size before you order.
How do I wash my item?
Please follow the care label on each item. If you're not sure, email us and we'll check the care instructions for that product.
Orders and payment
Can I change or cancel my order?
Yes, if it hasn't been dispatched yet. Email us within 24 hours of placing your order and we'll do our best. If it has already been sent, you can still return it under our returns policy.
Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay and other major cards.
Are my payment details safe?
Payments are processed through Shopify's secure, encrypted checkout. We never see or store your full card details.
Returns and refunds
Can I return something if I change my mind?
Yes. You have 30 days from receiving your order, which is longer than the 14 days required by law. Please email us first and we'll send you the return details. Our returns centre is in Asia, and return postage is paid by you, so international postage may cost more than a UK return.
I ordered the wrong size. What can I do?
We'll help put it right. Email us within 14 days of receiving your order with a photo of your dog wearing the item and a photo of a tape measure around your dog's chest. We'll suggest the best way to sort it out, such as a replacement in the right size or a discount on the correct size, so you can avoid international return postage. If we send a replacement, you can keep the original. You can also return the item as above.
My item arrived damaged or faulty.
Sorry about that. Email us within 30 days with your order number and clear photos or a short video of the problem. We'll send a free replacement or a full refund, and in most cases you won't need to send the item back.
How long do refunds take?
We refund you within 14 days of receiving your return, or your proof of postage, whichever comes first. Your bank may then take a few working days to show it.
Full details are in our Refund and Returns Policy.