Our Policies: Your Questions Answered
Curated by Dr. Guy Sandelowsky BVM BVS MRCVS
You pick your products and how often you want them. Supplements ship every 1, 3 or 6 months; food ships every 2, 4 or 6 weeks. We then send the order automatically at your chosen interval, and you get an email reminder three days before each delivery. You can pause, skip, change or cancel from your account dashboard - changes need to be made before your next billing date.
Four things. Discounted prices on every product in the range. Free unlimited consultations with our in-house vets and canine behaviourists. Extra Omni Rewards credit on top of what you'd earn on a one-off order. And deliveries timed to your dog's feeding schedule so you don't run out mid-bag. Subscription orders over £39 are delivered free, and you can pause, skip or cancel at any point before your next billing date.
Yes! Log in to your account to add or remove products, change quantities, or adjust your delivery schedule. Changes must be made before your next billing date.
No. You can cancel your subscription at any time with no penalties. We believe in earning your loyalty through quality, not contracts
All subscribers get unlimited access to our in-house veterinary team and canine behaviourists. You can ask questions about nutrition, health concerns, or behaviour - at no extra cost.
Yes, we have a taste-test guarantee. If your dog does not like our products you are entitled to a refund within 30 days of your original purchase.
No. There's no minimum commitment and no cancellation penalty - you can cancel at any time. The only cut-off is the 48-hour one: once an order has been processed and locked for dispatch we can't stop it, so make any cancellation or change at least 48 hours before the scheduled shipping date.
Yes. Every subscriber gets unlimited access to our in-house veterinary team and canine behaviourists at no extra cost. You can ask about nutrition, a health concern or behaviour. The team regularly helps with skin problems, stomach upsets, orthopaedic issues and anal gland concerns: an initial consultation to understand the situation, a plan built around your dog, and follow-up reviews if they're needed.
You earn credit on every order, at a rate set by your tier: 2% at Bronze (1–2 orders in the last year), 5% at Silver (3–5 orders) and 8% at Gold (6 or more). On a £40 order that's £0.80, £2.00 or £3.20 back. You also earn 300 credits for leaving a review and 1,000 credits for referring a friend - they get £10 off their order and £10 lands in your account.
Credit is redeemed against future orders. Gold Tier members also get free shipping on every order. Log in to your account to see your balance.
Yes. Our kibble packaging is plastic-free, made from paper sourced from sustainably managed forests, 100% industrially compostable, and can go into your paper recycling. Recycling rules vary between councils, so it's worth checking the specification with your local authority before you put it out.
We collect what's needed to run your order and your account - name, billing and shipping address, payment information, email address and phone number - plus device and browsing data collected through cookies. Under GDPR you can ask to access, correct, port or erase what we hold: email woof@omni.pet.
Yes. We use functional, performance, advertising and social cookies. The functional ones keep your cart, checkout and login working; the analytics ones are Shopify's and Google Analytics. Most are persistent and expire between 30 minutes and two years after they're set. You can block or delete cookies through your browser settings, and opt out of targeted advertising through Facebook, Google and Bing ad settings or the Digital Advertising Alliance opt-out portal. Blocking cookies may stop parts of the site working properly.
Email woof@omni.pet at any time, or call the Customer Excellence Team on +44 204 538 4509, Monday to Friday, 9am to 5pm. They handle product questions, orders and general advice on your pet's health. Written correspondence goes to Omni Pet Limited, 1st Floor, 85 Great Portland Street, London W1W 7LT.
