Frequently asked questions
Can't find your answer? Send us a message and we'll reply within 24 hours.
Ordering and delivery
How much is delivery?
Delivery is free to UK mainland addresses, whatever you order.
When will my order arrive?
Order by 8 pm, Monday to Friday, and we dispatch it the next working day. Delivery usually takes 2 to 3 working days after that. We email you a tracking link when it's on its way.
Where do you deliver?
To UK mainland addresses. For now we can't deliver to Northern Ireland, the islands or some Highland postcodes; our delivery page lists them.
How can I pay?
You pay securely on Stripe's payment page, by card, Apple Pay, Google Pay and more. Card details never reach us.
Do I need an account to order?
No. You can check out as a guest, and your confirmation email has a link to view your order. An account lets you see all your orders and check out faster.
Can I change or cancel my order?
Contact us as soon as you can with your order number. If it hasn't been dispatched, we'll change or cancel it and refund you. Once it's delivered, you can still cancel within 14 days.
Returns and your rights
Can I return something if I change my mind?
Yes, within 14 days of delivery, for any reason. Tell us, then send it back within 14 days (you pay the return postage), and we refund you, including the original delivery charge. Our returns page has the details.
What if something is faulty?
In the first 30 days after delivery you can reject it for a full refund; after that, we'll repair or replace it, or refund you if that doesn't put things right. We pay the return postage for faulty items. Our warranty page explains your rights in full.
Do your products come with a warranty?
We don't add a separate manufacturer's guarantee. UK law already protects you: what you buy must be of satisfactory quality, fit for purpose and as described. Our warranty page explains your rights.
Smart feeders and fountains
Which app do the feeders use?
The free Smart Life or Tuya Smart app, on iPhone or Android. You add the feeder using your phone's Bluetooth, then it connects to your home Wi-Fi.
Does my Wi-Fi need to be 2.4 GHz?
For the Smart Feeder & Fountain Set, yes: it works on 2.4 GHz only. Most routers offer 2.4 GHz alongside 5 GHz, sometimes as a separate network name. The Feeder & Fountain Kit with Camera and the air purifier work on either 2.4 GHz or 5 GHz.
How do I power the feeder?
With the chew-resistant USB cable in the box, plugged into a USB mains adapter such as a phone charger (an adapter isn't included). The fountain's pump runs on USB too.
What happens in a power cut?
With three D batteries fitted as backup (not included), scheduled meals still go out. Wi-Fi and the app pause until mains power returns. You only need batteries for power cuts.
What food can I use, and how much does it give?
Dry food only, with kibble from 5 to 15 mm. You can plan up to 10 meals a day, and each portion is about 12 g. The app tells you about a blockage or low food.
Which pets are they for?
Cats and small dogs. They aren't suitable for kittens or puppies, or for pets that can't reach the food tray.
What can the camera do?
The Kit with Camera has a 2K (3 MP) camera. In the app you can watch live, talk to your pet both ways, take screenshots, and record and play back video.
How do I keep the feeder and fountain clean?
Clean the fountain's pump once a week and change its filter cotton once a month. Rinse the feeder's food bucket and rotors in clean water and let them dry fully; never put the base in water. Change the desiccant once a month. The user manual on each product page has the steps.
Air purifier
How big a room does it cover?
Rooms up to 14 m² (about 150 sq ft), such as a bedroom or home office.
Can I control it from my phone?
Yes, with the Smart Life or Tuya Smart app, as well as the buttons on top.
When do I change the filter?
When the reminder light flashes, after about 2,000 hours of use. Fit the new filter, then hold the filter reset button for 3 seconds. Before first use, remember to take the filter out of its plastic bag.
Is it noisy?
It runs at under 55 dB(A), and Sleep mode keeps it quieter at night.
Grooming kit
Will my pet be scared of it?
Some pets need about two weeks to get used to the sound, which is up to 75 dB. Start with short sessions on the lowest suction setting, and never point the suction at your pet's face.
Which coats does it suit?
Dogs and cats with short, long or thick coats. The trimmer has six guide combs, from 3 to 24 mm.
How do I look after the filters?
Empty the dust cup after each session. Wash the sponge filter under running water and let it dry for at least 24 hours. Replace the HEPA filter every 6 months; you can rinse it in between, and let it dry fully before refitting.
Your account and emails
How do I stop your emails?
Use the unsubscribe link at the foot of any of our marketing emails, or your email choices in your account. Order emails still come, as they're about your purchase.
How do I download or delete my data?
Both are in your account, under “Your email and your data”. Our privacy notice explains what we keep and why.
Where's the user manual?
Each product page has its user manual to download, in “Manuals and downloads”.