Shipping policy

Shipping Policy

Last updated: 4 August 2026

Free delivery on every order

Delivery is free. Shipping is already included in the price of every product, so there is no delivery charge added at checkout and no minimum spend to qualify — in both the United Kingdom and the United States. The price you see is the price you pay.

Where we deliver

We currently deliver to addresses in the United Kingdom and the United States.

We hold stock locally in each country: UK orders are dispatched from our UK warehouse, and US orders from our US warehouse. That is why the shop shows you a different range depending on where you are — you only ever see the products we can actually deliver to your address. Use the country selector in the header to switch between the two.

Because each range is stocked locally, we cannot ship a UK item to a US address or a US item to a UK address. If a product you want is not available in your country, email support@petora.care and we will tell you whether we expect to stock it locally.

Delivering to other countries is something we are working on. 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.

Processing time

Orders are processed within 1–2 working days. You will receive an email with tracking details once your order is on its way.

Delivery time

Total time from order to delivery is normally 3–7 working days, for both UK and US addresses. This covers processing plus transit. We will always deliver within 30 days of your order unless we agree a longer period with you.

Some of our products are dispatched directly from our suppliers. If anything is going to take longer than the window above, we will email you and keep you posted.

Tracking

A tracking number is emailed to you when your order ships. Tracking can take 1–3 days to begin showing updates after dispatch, so please allow a little time before worrying.

Split deliveries

If you order several items they may arrive separately, at no extra cost to you. Each parcel is tracked individually.

Delayed or lost parcels

If your tracking shows no movement for 10 or more days, or the parcel is marked delivered but has not arrived, email support@petora.care with your order number. We will chase the carrier and, if the parcel cannot be found, send a replacement or give you a full refund.

Getting your address right

Please check your delivery address carefully before you order. If you spot a mistake, email support@petora.care as soon as you can — we can usually correct it any time before the order is dispatched. Once a parcel has shipped to an address you supplied incorrectly we may not be able to recover it.

Duties and taxes

You will not be charged import duty. UK orders ship from within the UK and US orders ship from within the US, so nothing crosses a border on its way to you. Any sales tax or VAT that applies is shown at checkout before you pay.

Your cancellation rights

Free delivery does not affect your legal rights. If you are a UK consumer you can cancel within 14 days of receiving your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Wherever you are, our voluntary 30-day returns window applies — see our Refund Policy for how returns and refunds work.

Questions

Email support@petora.care and we will come back to you within one working day.

Petora is a trading name of ISORA Lumen Ltd, registered in England & Wales, company number 17190265. Registered office: 128 City Road, London, United Kingdom, EC1V 2NX.