Delivery and returns
After your order has been dispatched, you will be emailed a shipping notification and a tracking number. You can use this number to track your delivery in real time. If you have any problems with this, please contact us at hello@planetpetsociety.com
If you change your mind, you can return an item to us for a refund - as long as your product is unopened and in a resellable condition. We cannot accept returns if the product has been opened.
If you have a subscription with us, we’ll send you a reminder email 3 days before your order is dispatched to give you plenty of time to ensure you still want it. Alternatively, you can log in to your account to postpone or cancel it.
To send an item back to us, please post it to the address below along with your 6-digit order number and contact details. Please bear in mind that this is not a free post address. You will need to return an item this way if:
You’ve set up a subscription recurring order, but have now decided to cancel it.You wish to cancel your order after it’s been processed.
Planet Pet Society Ltd
DPD Logistics
Parsonage Street
Oldbury
West Midlands
B69 4PH
If you have received the wrong products, or an order has been sent to you in error, we can provide a free UK returns postage label.
Our estimated delivery time is 1-4 working days for UK mainland orders.
We deliver to the United Kingdom, Republic of Ireland, Guernsey, Isle of Man & Jersey.
Our DE store delivers to all of Germany.
We are looking to expand into further countries so please sign up to our newsletter if you'd like to be notified when we do.
Managing your account
When you create your Planet Pet Society account, you’ll receive an email with an activation link. Click this link to activate your account.
If you don’t receive this email, contact hello@planetpetsociety.com with the subject “Please activate my account” and we’ll send you a new activation link.
To make any changes to your account details, log in to your account dashboard and edit the ‘My Details’ section.
To change your password, log in to your account dashboard and navigate to the ‘My Details’ section. Here, you can update your password. Alternatively, you can click “Forgot my password” on the login screen.
PLANETREWARDS
PlanetRewards is the loyalty scheme for pet lovers who put the planet first. We want to reward you for purchasing our products and supporting our mission to reduce waste and innovate the way we make dog and cat food.
PlanetRewards is completely free. To join, you simply need to create an account on our website and log in to start collecting points.
Anyone! PlanetRewards is open to anybody who loves our products and lives in a country we ship to.
It’s simple. If you’re a subscriber, you earn points every time you order from our site. You can redeem these points for rewards like money-off vouchers.
Here are some ways you can earn points:
• Creating a PlanetRewards account
• Ordering through our site
• Referring your friends
• Adding your pet's birthday
Currently, you can only earn points when shopping through our website.
You can view your total points balance on your PlanetRewards page.
Never. If unspent, vouchers will expire two years after you’ve claimed them.
On the PlanetRewards section of your account, you will find your unique referral code. When you share this code with your friends, they will get £10 off their first purchase (when they spend over £30), and you’ll earn 250 PlanetRewards points. If you’re a Subscriber, you’ll earn 750 points.
This offer is only valid for new customers. Your points will be allocated when order has been dispatched.
Subscriptions
Our dog and cat food subscription service makes it easy to get your pet’s favourite meals and treats delivered straight to your door whenever you need a top-up. You can add different products using our handy Build a Box feature, or sign up to a recurring order of an individual item from the product page.
Even if you use the Build a Box tool, each item has its own individual subscription. When changing frequencies, addresses or billing details, you can change it per item or for every item that’s due to arrive on that same delivery date.
To set up your subscription, you can use our Build a Box feature to add multiple items, add individual items from a product page or subscribe from inside your account. Choose your delivery frequency and then you’re good to go!
Please note: when choosing your initial frequency, the options are limited. However, once you’re all set up, you will have more flexibility.
Managing your subscription is easy. Within your account, you have options to:
• Skip your next delivery
• Change your next delivery date
• Cancel your subscription
• Swap products
• Add new products in
• Change delivery address
• Change delivery frequency
To remove products from your subscription, log in to your account and click the ‘Subscription’ section. Here, you will see a list of active subscriptions, with a “Manage” button beside each. Find the products you’d like to remove, click “Manage” and from there, cancel the subscription.
To change your next delivery date, log in to your account and click the ‘Subscription’ section. Here, you will see a list of active subscriptions, with a “Manage” button beside each.
When you click ‘Manage’, you’ll be presented with all the details of your subscription on that product. To change the date, find the delivery details section and click “Change” next to where it says ‘Next order’. You’ll be presented with a calendar and can select your next order date.
You will be charged for your first order on the day you set up your subscription. From then on, you will be charged on the day before your order is due to be sent out. We’ll email you before this day to let you know about the upcoming charge.
To update your payment details, log in to your account and click the ‘Subscription’ section. Here, you will see a list of active subscriptions, with a “Manage” button beside each. Find the payment and billing section and click ‘Change’. This will open a new window where you can change your billing address, card details or both.
To add a discount to a current or upcoming subscription order, log in to your account, navigate to the subscription section and find the product you would like to add the discount to. Click ‘Manage’ and you’ll find a box to add your discount code.
Log in to your Planet Pet Society account and navigate to the PlanetRewards section. Find the ‘My Rewards’ tab if you have already claimed a voucher, or click ‘Get Rewards’ to claim a new voucher.
Once you’ve claimed your voucher, click ‘View’ and you’ll see a discount code. Copy this code, navigate to the Subscription section of your account and find the product you want to apply the discount to. Click ‘Manage’ and you’ll find a box to add your discount code.
Discount codes, offers & exclusions
All promotional codes must be added to your shopping bag before checking out. Here’s a step-by-step guide on how to apply a discount code.
1) Add your chosen items to your shopping bag
2) Visit the shopping bag page by clicking the "Bag" icon, then "Checkout".
3) Click on the prompt labelled "Enter a discount code or gift voucher"
4) Enter your code and click "Apply Code"
Discount codes cannot be applied retrospectively. You must apply your code before checking out.
Currently, only one discount code can be applied per order. This includes the discounts code vouchers you earn through PlanetRewards. For example, if you have a 10% off code and a £10 reward voucher, you can only use one per order.
There are various different reasons why you discount code might not be working, including:
• Your discount code has expired. Codes will expire 1 year after issue if no end date stated.
• You’re trying to use your discount code on a partner site. Discount codes are only valid on the Planet Pet Society website.
• Your offer is only valid for a limited time, while stocks last.
• Your code is not valid on your items. Promotions cannot be used when purchasing a gift card or in conjunction with any other offers, discounts, multi-buys or free gifts.
Planet Pet Society reserves the right to withdraw promotions or change offers at any time.
Unless otherwise specified, offers will be redeemable against any full priced item on our site.
About Planet Pet Society
At Planet Pet Society, we put the planet first. We’ve created an innovative new way to make dog and cat food that makes use of nutrient-rich Second Chance ingredients that humans would otherwise throw away.
We also ensure that our manufacturing process is as energy efficient as possible, embracing new technologies to reduce our energy consumption and adopting a “zero waste” approach across the business.
You can learn more about our mission here.
We produce the world’s most sustainable dog and cat food by embracing what we call Second Chance ingredients. These are nutritious ingredients that are usually wasted in human food production.
Take chicken, for example. Most manufacturers use the breasts and legs, but dispose of the tasty, protein-rich organ meats, offcuts and trims. We give these nutritious ingredients another chance, because they're the healthiest and most sustainable way to make pet food.
All our pet food is carbon neutral, meaning we work with independent 3rd parties to calculate and offset our carbon emissions. So, you can be confident that Planet Pet Society food is good for the planet as well as your pet.
Find out more about what makes us sustainable here.