Payments: Your Questions Answered
Curated by Dr. Guy Sandelowsky BVM BVS MRCVS
You can pay by Visa, Mastercard or American Express, or through one of the digital wallets at checkout: Apple Pay, Google Pay, PayPal or Shop Pay. Apple Pay also accepts Maestro. All prices and charges are in pounds sterling, and payment is taken in full at checkout for one-off orders, or on the billing date for each scheduled subscription delivery.
Yes, all of our prices are inclusive of VAT.
Yes. Credit earned through Omni Rewards is redeemed against future orders - log in to your account to see your balance and apply it at checkout.
Only when the order is under £39. Anything over £39 ships free, one-off or subscription. Below that, the £4.99 delivery charge applies at checkout and to every recurring order. Gold Tier Omni Rewards members get free shipping on every order regardless of value.
Approved refunds go back automatically to the original payment method. For damaged or incorrect goods, we confirm whether the refund is approved once we've received and inspected the return. For a Taste Test Money Back Guarantee claim, the refund is issued once the returned item reaches our warehouse. Once we've processed it, your bank or card provider can take a few more days to post the money to your account.
The most common reason is out-of-date card details, so check the card number and expiry date saved to your account first - keeping those current is what lets us complete your transactions. Shopify's fraud screening can also temporarily block a card or IP address after repeated failed attempts; those blocks lift automatically after a few hours or days. If it keeps failing, email woof@omni.pet and the team will help.
Your card information is always encrypted when it's transferred over a network, and payments are handled by Shopify, which powers our store and processes checkout. Shopify also runs limited automated fraud screening - for example, temporarily blocking IP addresses linked to repeated failed transactions, and cards linked to those addresses. Those blocks are temporary, lasting hours or a few days, and clear on their own.
On the billing date for each scheduled delivery, at whatever interval you chose - every 1, 3 or 6 months for supplements, every 2, 4 or 6 weeks for food. You'll get an email reminder three days before each delivery is scheduled. Any change to products, quantities or frequency needs to be made before your next billing date, otherwise it takes effect from the following order.
