Delivery and FAQ
Frequently Asked Questions: Ordering & Products
What makes Distinctive Pets different from other pet shops? We are a small, family-run business based in East Yorkshire, and every single product we sell is hand-picked by us (and rigorously tested by our chief product testers, our Labradors!). We focus on unique, high-quality, and British-made items—including natural treats, eco-friendly toys, and gifts for pet lovers—that you typically won't find on the high street.
Are your dog treats suitable for dogs with allergies or sensitive stomachs? Yes! We pride ourselves on offering healthy alternatives. Many of our natural treats are grain-free, gluten-free, or low-calorie. If you are shopping for a dog with specific sensitivities, you can check the individual product descriptions for ingredient details, or feel free to reach out to us for advice.
Tell me about the Seven Dog Food you stock. We are proud stockists of Seven Grain-Free Dog Food. It's an exceptional quality complete food made in the UK using unique Freshtrusion technology (featuring at least 50% freshly prepared meat or fish). It is exceptionally easy to digest and ideal for dogs with sensitive digestive systems.
Do you offer any multi-buy discounts on dog food? Yes! We run a special combo offer on Seven Dog Food: if you buy 2 bags, you receive a £2 discount per bag, plus free delivery straight to your door.
Are your toys eco-friendly? We carefully select interactive and durable toys, prioritizing British-made and eco-friendly options (such as natural jute and split leather ranges like Green & Wilds) which are natural, renewable, and recyclable.
Delivery
We aim to make ordering from Distinctive Pets as simple as possible.
Orders for items that are in stock are normally dispatched within 1-2 working days.
Once your order has been dispatched, you will receive confirmation that it has been sent. Delivery times may vary depending on the delivery service and your location.
If there is likely to be a significant delay in dispatching your order, we will contact you.
UK Delivery
Standard delivery to mainland UK is £4.25
FREE standard delivery is available on orders over £35.
The delivery charge applicable to your order will be shown before you complete your purchase.
Some products may have different delivery arrangements. Where this applies, the product description or checkout will make this clear.
Delivery to other areas of the UK.
Additional delivery charges may apply to some areas outside mainland UK, including the Scottish Highlands and Islands, Northern Ireland and certain offshore islands.
Where an additional charge applies, we will make this clear before your complete your order.
If we are unable to deliver to your location using the standard delivery charge shown at checkout, we will contact you before processing the order.
Delivery outside the UK
At the present time we are only able to delivery to the UK.
Delivery times
We aim to dispatch in-stock orders within 1-2 working days.
Delivery after dispatch depends on the carrier and destination.
Occasionally, delivery may take longer because of circumstances outside our reasonable control, such as severe weather, carrier disruptions or other unforeseen events.
If your order has not arrived within the expected delivery period, please contact us and we will investigate this for you.
Ordering Grain Free Food
The grain free food is sent directly using specialist or courier delivery services.
Where a product has specific delivery arrangements, these will be shown on the product page.
Please check that your delivery address is correct before placing your order.
Can I change or cancel my order?
If you contact us quickly after placing your order, we will do our best to accommodate a cancellation or change before it has been dispatched..
Once an order has been dispatched, you may still have statutory cancellation rights. Please see our Returns and Refunds Policy for full details.
What happens if my order arrives damaged?
Please contact us as soon as possible if your order arrives damaged.
Where possible, please take photographs of the packaging and the damaged item and send them to us with your order number.
We will investigate the problem and arrange an appropriate remedy in accordance with your statutory consumer rights.
What happens if I receive the wrong item?
Please contact us as soon as possible if you receive an item that you did not order.
We will arrange for the incorrect item to be returned where necessary and will send the correct item or provide another appropriate remedy.
You will not be responsible for reasonable return costs where the wrong item has been supplied.
Do you accept returns?
Yes, subject to the exceptions explained in our Returns and Refunds Policy.
If you have simply changed your mind about an online purchase, you generally have 14 days from the day after receiving the goods to tell us that you wish to cancel.
There are some exceptions to, including certain perishable, personalised and sealed goods.
Can I return dog food or treats?
Some food and treat products cannot be returned once opened or where their nature means they are perishable or unsuitable for return.
If you have received a faulty, damaged or incorrectly supplied food or treat product please contact us.
If you believe a food or treat product may be unsafe, do not give it to your dog. Contact us immediately.
Do you sell products made in the UK?
Yes, We are proud to source many of our products from independent UK businesses and makers.
Where a product is made in the UK or has another particular provenance that we think is important, we aim to made this clear in the product description.
Are your products suitable for all dogs?
Every dog is different.
Please read the product description and manufacturer's information carefully before purchasing, particularly for food, treats, toys and other products that your dog may chew or consume.
If you are unsure whether a product is suitable for your dog, please contact us.
Do you accept orders over the phone?
Where available, we can assist with orders by telephone
Please contact us on 07779 637507
How can I contact you?
Distinctive Pets
Westwood Cottage
Thornholme
Driffield
E Yorkshire
YO25 4NN
Email info@distinctivepets.co.uk
Telephone 07779 637507
We are a small independent business and aim to respond to enquires as soon as reasonably possible.
Important Information
Nothing on this page affects your statutory rights as a consumer.
Our policies and terms are intended to explain clearly how we operate and do not exclude or restrict rights that cannot legally be excluded or restricted.