FAQ
Frequently Asked Questions
Where do you deliver?
We deliver across the United Kingdom and the United States, and delivery is free on every order in both countries, with no minimum spend. Use the country selector in the header to switch between the two shops. Other countries are coming — if you are outside the UK or US, email support@petora.care and we will let you know as soon as we can reach you.
Why do I see different products in the UK and the US?
Because we hold stock locally in each country. UK orders ship from our UK warehouse and US orders ship from our US warehouse, so each shop shows only what we can genuinely deliver to your address — no long waits, no customs surprises. It does mean a UK item cannot be sent to a US address, or the other way round.
How long does delivery take?
Most orders arrive within 3–7 working days, in both the UK and the US, and every order is tracked. You will get an email with your tracking link as soon as your parcel is on its way. Full details are in our Shipping Policy.
How much does delivery cost?
Nothing, in either country. Delivery is included in the price of every product, so there is no charge added at checkout and no minimum spend.
Will I be charged customs or import duty?
No. Your order ships from a warehouse in your own country, so nothing crosses a border on the way to you. Any tax that applies is shown at checkout before you pay.
What is your returns policy?
Wherever you are, we give you 30 days from delivery to change your mind. Items should be unused and in their original packaging where possible. UK customers also have a statutory 14-day right to cancel under UK consumer law, which sits alongside our 30-day window and is not affected by it. Email support@petora.care with your order number and we will send simple instructions — no awkward questions. See our Refund Policy for the full terms.
Something arrived damaged or wrong — what now?
We are sorry, that should not happen. Email support@petora.care with your order number and a photo, and we will put it right with a replacement or a full refund.
Can I change or cancel my order?
If it has not been dispatched yet, almost certainly. Email support@petora.care with your order number as soon as you can and we will do our best.
Can I track my order?
Yes. You will receive a tracking link by email once your order ships, and you can check your order status in your account at any time. Tracking can take a day or two to start updating after dispatch, so please allow a little time before worrying.
Which currency will I be charged in?
UK customers are charged in pounds (GBP) and US customers in US dollars (USD). Prices switch automatically with the country selector, and the price you see is the price you pay at checkout.
Do you offer warranties?
Most of the pet tech we sell carries a 12-month warranty against manufacturing defects. Check the individual product page for specifics.
Are these products safe for my pet?
Every product we list goes through a quality check. We source from established manufacturers and prioritise materials that are safe for pet contact — no toxic plastics, no sharp edges, no shortcuts.
Who runs Petora?
Petora is operated by ISORA Lumen Ltd, registered in England & Wales, company number 17190265. We are a small team of pet people building a shop we would actually buy from ourselves, serving pet parents on both sides of the Atlantic.
How do I get in touch?
General questions: info@petora.care
Orders, returns and tracking: support@petora.care
We reply within one working day.