Frequently Asked Questions (FAQ)

Welcome to the Capital Pets FAQ section. Here you’ll find answers to the most common questions about our pet products, ordering process, shipping, returns, and customer support.

1. General Questions

What is Capital Pets?

Capital Pets is a United Kingdom–based online pet store dedicated to providing high-quality pet products for dogs, cats, birds, small animals, and other beloved pets. We carefully select products that promote your pet’s comfort, health, happiness, and everyday well-being.

How can I contact customer support?

You can reach our customer support team by:

Email: support@capitalpets.store

Phone: +44 131 661 8011

We are happy to assist with product questions, orders, returns, and general inquiries during our business hours.

2. Orders & Shipping

What payment methods do you accept?

We accept major credit and debit cards, including Visa, MasterCard, and American Express. We also support secure online payments through PayPal, Apple Pay, Google Pay, and Stripe.

How long does delivery take?

Orders are typically processed within 1–2 business days. Standard delivery usually takes 3–5 business days, with most customers receiving their orders within 3–7 business days.

Is shipping free?

We offer Free Standard Shipping on eligible orders within the United Kingdom. Shipping promotions and eligibility may vary and will be displayed during checkout when applicable.

Do you ship internationally?

At this time, we only ship to customers within the United Kingdom.

Can I track my order?

Yes. Once your order has been dispatched, you’ll receive a confirmation email containing your tracking number and a tracking link, allowing you to monitor your shipment from dispatch to delivery.

3. Returns & Exchanges

What is your return policy?

We offer a 30-day return policy for eligible products.

To qualify for a return, items must be:

  • Unused and in their original condition
  • Returned in their original packaging
  • Include all original labels, accessories, and documentation where applicable

Please note that certain products, including opened consumables, perishable goods, and hygiene-related pet items, may not be eligible for return for health and safety reasons.

Is there a return shipping fee?

If the return is due to a damaged, defective, or incorrect item, we will provide a prepaid return solution at no additional cost.

For returns due to a change of mind, return shipping costs may apply unless otherwise stated in our Returns Policy.

How long do refunds take?

Once we receive and inspect your returned item, approved refunds are generally processed within 7 business days back to your original payment method.

4. Products & Pet Care

What products do you sell?

Capital Pets offers a wide range of premium pet products, including:

  • Dog supplies
  • Cat supplies
  • Pet food and treats
  • Toys and enrichment products
  • Beds and accessories
  • Grooming essentials
  • Feeding accessories
  • Travel products
  • Health and wellness items
  • Everyday pet care essentials

We continually expand our product selection to meet the needs of pets and their owners.

How do I choose the right product for my pet?

Each product page includes detailed descriptions, specifications, sizing information (where applicable), and recommended usage guidelines. If you’re unsure which product is best for your pet, our customer support team is always happy to help.

5. Security & Privacy

Is my payment information secure?

Yes. Your security is important to us. Our website uses SSL encryption, and all payments are processed through secure, PCI-compliant payment gateways to protect your personal and financial information.

How is my personal information used?

We collect and use customer information only for order processing, customer support, website improvement, and communication related to your purchases. For complete details, please review our Privacy Policy.

Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

  • Company Name: Capital Pets
  • Physical Address: 134 Easter Rd, Edinburgh EH7 5RJ, United Kingdom
  • E-Mail: support@capitalpets.store
  • Phone: +44 131 661 8011
  • Business Days: Monday-Friday
  • Business Hours:10:00 AM– 6:00 PM
  • Time Zone: Greenwich Mean Time (GMT)
  • 🕒 Response Time: Our support team responds to all inquiries within 24 hours.