FAQs

Welcome to Broadway Pet Stores! Below are answers to frequently asked questions about our products, orders, payments, shipping, delivery, returns, refunds, and customer support.

Products

1. What products do you sell?

Answer: Broadway Pet Stores offers a selection of pet products across four main categories:

  • Enrichment Dog Play Toys – Interactive and activity-based toys for dogs.
  • Interactive Cat Play Toys – Toys and play accessories for cats.
  • Feeding Products – Pet feeding bowls and related feeding accessories.
  • Grooming & Care Products – Grooming tools and everyday pet care accessories.

Customers can explore our collections to view available products, descriptions, specifications, and prices. Product availability may vary.

2. How can I check whether a product is suitable for my pet?

Answer: Please review the product descriptions, specifications, and instructions on the relevant product page before ordering. If you need additional information, contact our customer support team.

3. How should I clean or care for a product?

Answer: Follow the care instructions provided on the product page or included with the product. Inspect pet toys regularly and discontinue use if an item becomes damaged.

Orders and Payments

4. Which payment methods can I use?

Answer: Available payment methods are displayed at checkout. These may include American Express, Diners Club, Discover, JCB, Maestro, Mastercard, Visa, and Visa Electron, depending on payment availability.

5. Can I change or cancel my order?

Answer: Please contact us as soon as possible if you need to change or cancel an order. We will try to assist before dispatch, but changes may not be possible once processing or dispatch has started. Your statutory cancellation rights under applicable UK consumer law remain unaffected.

Shipping and Delivery

6. How long does order processing take?

Answer: Orders are generally processed within 0–1 business day. Our order cut-off time is 5:00 PM (GMT+00:00) UK). Orders placed after the cut-off time, on weekends, or on applicable UK public holidays begin processing on the next business day.

7. How much does shipping cost?

Answer: We offer standard shipping within the United Kingdom at the following rates:

  • Orders below £180.00: £4.99 flat-rate shipping.

  • Orders of £180.00 or more: FREE standard shipping (£0.00).

Free standard shipping is automatically applied to eligible orders of £180.00 or more at checkout. No discount code is required.

All applicable shipping charges are displayed at checkout before payment is completed.

For more details, please review our Shipping Policy.

8. How long does delivery take?

Answer: Our estimated total delivery time is 2–5 business days, including:

  • Order Processing: 0–1 business day.

  • Transit After Dispatch: 2–4 business days.

Delivery estimates are not guaranteed. Delays may occur due to carrier operations or circumstances outside our control.

9. Will I receive tracking information?

Answer: Where tracking is available, tracking details will be provided after your order has been dispatched. Tracking updates may take some time to become visible.

10. What should I do if my order is delayed?

Answer: Please check your tracking information, where available. If your order has not arrived within the estimated delivery period, contact support@broadwaypetstores.com with your order number. We will review your enquiry and assist you.

Your statutory rights relating to delayed or undelivered goods remain unaffected.

Returns and Refunds

11. What is your return period?

Answer: We offer a 30-calendar-day return period for eligible products, subject to our return conditions. Your statutory consumer rights under applicable UK law remain unaffected.

For full information, please review our Refund Policy.

12. How do I return an item?

Answer: Contact support@broadwaypetstores.com to request a return. Our customer support team will review your request and provide return instructions.

Please do not send items to our registered office unless we have specifically confirmed it as the appropriate return address.

13. Who pays for return shipping?

Answer: For change-of-mind returns, customers are generally responsible for direct return shipping costs where permitted by law.

For faulty, damaged, or incorrect items, please contact us for assistance in accordance with your statutory consumer rights.

14. How are refunds issued?

Answer: Approved refunds are generally issued to the original payment method. The time required for funds to appear may vary depending on your bank or payment provider.

Refunds are handled according to our Refund Policy and applicable UK consumer law.

15. What should I do if my item arrives damaged or incorrect?

Answer: Contact support@broadwaypetstores.com with your order number and a description of the problem. Where appropriate, please include photographs of the product and packaging.

Our customer support team will review the issue and provide further instructions.

Business Information

16. What is your registered business information?

Answer:

  • Store Name: Broadway Pet Stores
  • Legal Business Name: BROADWAY PET STORES LTD
  • Company Number: 08937245
  • Registered Office: 6–8 Muswell Hill Broadway, London, N10 3RT, United Kingdom
  • Customer Support Email: support@broadwaypetstores.com
  • Customer Support Phone: +44 20 8883 3200
  • Website: https://broadwaypetstores.com/

Customer Support

17. What are your customer support hours?

Answer:

  • Monday – Friday: 9:00 AM – 5:00 PM (GMT+00:00) UK
  • Saturday – Sunday: Closed
  • UK Public Holidays: Closed

You can send an email or submit an enquiry through our Contact Us page outside business hours.

Social Media

18. Where can I follow Broadway Pet Stores on social media?

Answer: You can connect with us through the following social media pages:

For order enquiries and customer support, please use our official email or Contact Us page.

Store Policies

19. Where can I find your store policies?

Answer: You can review our policies using the links below:

Thank you for visiting Broadway Pet Stores — For Every Paw, Every Day.