PET LODGE ยท Customer information
Customer Service
How to reach us
PET LODGE SUPERSTORE LTD, company number 17355974, 98 Oldfield Lane, Leeds, England LS12 4BR. Email [email protected]; telephone +441132890966. Use email for measurements or a request reference, or telephone for a brief enquiry. We advertise correspondence details, not an unannounced collection counter or repair centre.
Help before choosing
Tell us which product you are considering and the neck adjustment range, fastening, usable sleeping area and cleaning instructions. Never use a slip or limited-slip collar for unattended wear or tethering. Check buckles, rings and seams regularly. Bed size does not imply a medical benefit. We can clarify our descriptions but cannot promise suitability from a photograph or a generic category name.
Information for an existing request
Include your request reference, the product concerned and what you need to change. Until acceptance we can discuss quantity or address corrections; availability and total must be agreed again if they change. Please do not send card numbers or banking credentials in ordinary email.
Response times and urgent issues
We aim to reply within two working days, Monday to Friday excluding bank holidays. This is a service target, not a guaranteed deadline. If you believe a product is unsafe, stop using it and explain the concern; do not continue use merely while waiting for a reply.
Damage, faults and returns
Describe the issue and retain the item and packaging where practical. A photograph can help us understand damage, but inability to provide one does not remove your rights. Agree safe return instructions before posting to avoid misdelivery. We do not treat the registered contact address as an asserted returns warehouse.
Complaints and escalation
Tell us the outcome you are seeking and include earlier correspondence so we can review it. We will explain our response and any proposed remedy. This contact process does not shorten cancellation periods, prevent a statutory claim or require you to accept store credit where a refund is legally due.