FAQs

Add the items you want to your basket, go to checkout, enter your delivery details and pay by card. You can check out as a guest or create an account. We email you an order confirmation straight away, and a dispatch email with your tracking number when your order leaves us.

Contact us as soon as possible. We can correct a delivery address before your order is dispatched. You also have a legal right to cancel up to 14 days after delivery; see our Returns & Refunds Policy.

There is no minimum order value, and there are no handling, service or small-order fees. The price shown is the final price of the item; the only extra is the delivery charge, shown before you pay.

England, Wales, Scotland (including the Highlands and Islands) and the Isles of Scilly. We cannot deliver to Northern Ireland, the Channel Islands (Jersey and Guernsey), the Isle of Man, BFPO addresses or addresses outside the UK.

We send every order by Royal Mail: Tracked 48 costs £3.99 and Tracked 24 costs £5.49 per order, whatever the order value. The price is the same everywhere we deliver.

We dispatch within 1–2 working days (Monday to Friday, excluding bank holidays). Orders placed after 14:00 UK time, or at a weekend or on a bank holiday, start processing the next working day. In total, allow 3–5 working days for Tracked 48 and 2–4 working days for Tracked 24. Remote areas can occasionally take an extra day. Full timings are in our Shipping Policy.

Your dispatch email includes a tracking number. Enter it on our Track your order page to follow your parcel.

Yes, PO Box addresses are accepted.

No. Orders are sent within the UK, so there are no customs duties or import charges.

Contact us if your tracking has not updated for 5 working days, or your parcel has not arrived 10 working days after dispatch. We will chase it and send a replacement or give you a full refund. If your order arrives damaged, tell us as soon as you can and send photos. Within 30 days of delivery you can choose a replacement or a full refund, and we cover any return postage. See our Shipping Policy.

Yes, within 30 days of the day your order is delivered. Items must be unused, not chewed, scratched, shredded or soiled by a pet, and in the original packaging. Within the 14-day legal cancellation period you can still cancel if an item has been used, but we may reduce the refund to reflect any loss in value. Contact us first for a return reference; the steps are in our Returns & Refunds Policy.

You pay for change-of-mind returns. As a guide, a Tracked 48 small parcel costs roughly £3.65–£4.45, depending on where you buy it. For faulty, damaged or incorrect items, we pay and email you a prepaid returns label. There is no restocking fee.

Contact us and we will email you a prepaid returns label. You can choose a refund (within 30 days of delivery) or a replacement or repair, and we refund all delivery charges for faulty items. Your rights under the Consumer Rights Act 2015 are not affected.

We refund your original payment method within 5 working days of receiving your return. Banks can take 3–10 working days to show the refund.

Not directly for a change of mind: please return the item for a refund and place a new order. Faulty items can be replaced like-for-like.

Yes. Every product we sell is a Pet Monkey branded product, sold new. The product photos on this site are digitally created images of our products.

Choose the right size for your pet, supervise play, check the product regularly and replace it when it becomes worn. Our products are for pets, not children, so keep them out of reach of children. Our Pet Toy Safety Guide has guidance for cats, dogs, rabbits and birds.

Visa, Mastercard, American Express and Discover cards, processed by Stripe. Payment is taken when you place your order. See our Payment Policy.

Yes, all prices are in pounds sterling (GBP), and there are no card surcharges.

No. You can use guest checkout. An account lets you see your order history and keep your addresses for next time.

We use it to process, deliver and support your orders, and we share it only with the providers that make that possible, such as our payment processor and delivery carrier. See our Privacy Policy and Cookie Policy.