FAQs

Last updated: June 24, 2025

Welcome to the Silver Circle Pets FAQ. Here, you'll find quick and easy answers to common questions.

Route Insurance

Exciting news! We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Learn more here.

Will I get confirmation of my order?

As soon as we receive your order, we'll send out an automated confirmation to your email address.

In addition, when you place an order, your bank temporarily reserves the funds (pre-authorisation) only. We confirm availability with our warehouse or suppliers first.

• If your items are available, we manually process the charges and prepare to dispatch your order.

• If your items are unavailable, we cancel the pre-authorisation, and your bank releases the reserved funds back to your account.

We’ll keep you updated by email throughout the order process.

Tracking Information:

Upon dispatch, we will send tracking information to the email address you provided during checkout. This tracking information will allow you to monitor the status and location of your order in real-time. You’ll receive this email notification within 24 hours of your order leaving our warehouse.

On the rare occasion your tracking number doesn’t match up with the courier service used, please enter your tracking information here: http://parcelsapp.com/

I placed my order but did not receive a confirmation email. Why?

If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:

Our emails might be going to your junk or spam folder
There might have been a misspelling when you entered your email address during checkout
Your email server has very strong spam filters and is identifying our emails as spam, so the emails aren't going through.

To be on the safe side, we encourage our customers to provide an alternate email to info@silvercirclepets.co.uk

Do you have a contact number?

No, we do not.
However, you can still speak to a real human via our live chat or email.

Should you contact us via email, we guarantee a written initialresponse within 24-48 hours.

As an e-commerce business, we primarily focus on providing efficient and timely customer support through email, live chat, and online contact forms. By utilising these channels that align with our business model, we can ensure quick and accurate responses to enquiries while maintaining thorough records of customer interactions.

We have found that this approach offers the convenience of written communication, ensuring quick and accurate responses that can be easily referenced by both parties.

Many companies, including Amazon, Wayfair, MyBabiie, and Etsy, have also adopted this approach.

Rest assured, our dedicated support team is readily available to assist you through our digital channels, ensuring a seamless and satisfactory customer experience.

Pre-Order

Sometimes our items are available for pre-order. In order to find the delivery date or release date, please contact us.

Do your replacement parts fit other manufacturers’ products?

Unfortunately, they do not. The replacement parts we sell are specifically designed to fit only the strollers or trailers manufactured by the respective brands we offer, such as InnoPet & Ibiyaya. We wouldn’t want to cause any inconvenience or disappointment by sending you parts that will not fit your specific stroller or trailer. PawHut dog stroller spare parts are not available from UK stockists, and replacement parts for this brand do not exist.

Do you offer Defence Discount?

Absolutely, we do!
Please log in to your Defence Discount portal for our latest offer.

What happens after I receive my order confirmation?

We check with our warehouse or suppliers to make sure that your item(s) are available and can be dispatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order.

Delivery times stated on each product page is an estimated delivery period in business days.

In the event that your item(s) are unavailable for immediate dispatch, we cancel the pre-authorisation from your payment method and reach out to you via email.

Can I amend or cancel my order?

You may cancel or amend your order if it has not been processed for shipping. Please contact us and we'll do our best to help.

Why do you need my phone number?

For some of our deliveries, our couriers require a contact number to ensure smooth delivery of your order. We won't give it to anyone else; it’s kept private and confidential. Plus, if there are any issues with your order, we can contact you quickly and easily.

Is it safe to buy online through your website?

Absolutely! www.silvercirclepets.co.uk strives to provide our customers with a safe and smooth customer experience. This site uses SSL encryption technology, so you never have to worry about credit card safety. We also offer secure payment methods such as Visa, Apple Pay, Klarna and PayPal.

Do you offer express delivery?

We use the most efficient delivery service available.

However, product and stock dependent, we can now offer express delivery at an additional cost, as well as the option of AM or PM delivery.

However, we work with various different European warehouses and suppliers to fulfill some orders, such as Ibiyaya. While this setup allows us to offer a wide range of products, it also means that our inventory is spread across different locations. As a result, providing express delivery, at times, becomes challenging. For a more accurate delivery time, please contact us, we’d be more than happy to help.

Can I upgrade my delivery?

Unfortunately, most of our delivery carriers only offer one standard delivery option.

However, where possible, we can now offer express delivery at an additional cost, as well as the option of AM or PM delivery.

I need my order for upcoming travel plans – when should I place my order?

We strongly recommend ordering at least 4 weeks in advance, as part of your travel booking itinerary, of any planned travel or required use.

While we do our best to have your order sent out as soon as possible, delivery timeframes vary due to supplier or unforeseen circumstances.

Silver Circle Pets can not be held liable for missed deadlines due to late ordering or third-party delays.

Where do you deliver?

We deliver to anywhere within mainland United Kingdom, and some parts of Europe.

We now offer delivery to the Republic of Ireland for most of our items.

Please Note: There may be additional charges for 'offshore domestic regions': the Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Islands, and the Republic of Ireland.

Do you deliver outside of the United Kingdom?

We primarily deliver within mainland United Kingdom. However, delivery is also available to select European countries, including the Republic of Ireland.

Please Note: There may be additional charges for 'offshore domestic regions': the Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Islands, and the Republic of Ireland.

Orders to the United States will require a delivery quote.

How long does it typically take for your products to be dispatched?

Usually within 48 business hours of processing your order, but it can vary for different suppliers.

How long does it typically take for my purchase to arrive once it’s dispatched?

Usually 2-7 business days, however, some items can take longer.

Delivery time frames on each product page are an estimated delivery period in business days.

Some products, such as Julibee, can take up to 14 days to arrive.

Can my order be delivered to a PO box?

Unfortunately not, we cannot deliver to PO Boxes.

How do I return an order?

Please see our returns policy here: https://silvercirclepets.co.uk/pages/returns-refunds

Something does not work as it should on your site, what should I do?

In the event you experience any technical difficulties, please don't hesitate to contact us on: info@silvercirclepets.co.uk