Delivery & Returns: Your Questions Answered
Curated by Dr. Guy Sandelowsky BVM BVS MRCVS
Most UK orders arrive within 24 to 48 hours of dispatch. We dispatch Monday to Friday on a 24–48 hour service, so an order placed at the weekend or on a bank holiday goes out the next working day. During peak periods or bad weather, allow 2 to 3 days from dispatch. The Scottish Highlands, the Islands, Northern Ireland and other remote postcodes sit outside the standard 24–48 hour service and take longer.
Delivery is free on every order over £39, whether it's a one-off or a subscription. Orders under £39 carry a £4.99 delivery charge, which is applied at checkout and to each recurring subscription order below that threshold. Gold Tier Omni Rewards members get free delivery on every order, whatever the basket value.
We deliver across the United Kingdom. Highland postcodes and Northern Ireland fall outside the 24–48 hour service, so those orders take a little longer to reach you. We don't ship directly to the EU - if you're in Europe, Omni products are stocked by VegaVriend.nl.
Orders are delivered by Amazon Shipping. Once your parcel is dispatched you'll get an email and an SMS with tracking details so you can follow it the whole way. If you'd prefer a different courier, email woof@omni.pet before you order and we'll try to arrange it.
If your order hasn't dispatched yet, you can delay it yourself in your account area. Once it has dispatched, the courier will contact you directly on the email address and mobile number you gave at checkout, and you can arrange a reschedule or a safe place with them. If you're expecting contact and haven't had any, check your junk folder first, then email woof@omni.pet.
We don't take general product returns - for safety and quality reasons we never resell goods once they've left our warehouse. What we do offer first-time customers is a Taste-Test Money-Back Guarantee: if your dog won't eat their first order of Omni, contact us within 30 days of purchase and we'll refund one product type. If a refund isn't possible, we'd much rather you donated any remaining food to a local animal shelter than threw it away.
It's for first-time customers only and covers one product type. Email woof@omni.pet within 30 days of purchase - past 30 days we can't honour it - and we'll send you the return address.
- We refund the full purchase price once the item reaches our warehouse. No refund is issued before then.
- Return postage and arrangements are yours to cover and aren't reimbursed.
- Bought a 3 or 6-pot supplement bundle? We refund the full price on receipt of the remaining unopened tubs.
- Where we have a suitable alternative, we can sometimes send that free of charge instead of refunding, if you'd prefer.
The guarantee covers palatability only. We can't refund if several products within a product type have been opened, or on the basis that a product didn't work as expected.
Check your order as soon as it arrives and contact us straight away if anything is defective, damaged or wrong, so we can look at it and put it right. For damaged goods we'll let you know whether the refund is approved once we've received and inspected the return. Approved refunds go back automatically to your original payment method - bear in mind your bank or card provider may take a few more days to post it.
Yes, if you're quick. Cancel in your account area or email the Customer Excellence Team at least 48 hours before the scheduled shipping date. After that point the parcel is locked for dispatch and we can't stop it or refund it - it'll be delivered as scheduled. The same 48-hour cut-off applies to cancelling a subscription plan.
