Urban Pet Play – Complaints Policy

At Urban Pet Play, we are committed to providing high-quality products and exceptional service as both a physical pet shop and an online retailer. We value our customers and strive to ensure that your shopping experience is pleasant and satisfactory, whether you visit our store in person or browse our extensive collection of pet supplies online.

Complaints Policy Overview

Our comprehensive complaints policy is designed to address and resolve any issues you might encounter while shopping with Urban Pet Play. Whether you’re purchasing in-store at our pet shop or placing an order through our online platform, we want you to feel confident in your choice.

How to Lodge a Complaint

1. In-store Experience:
   • If you have a complaint about your experience at our physical pet shop, please speak directly with a store manager during your visit. Our team is trained to handle issues promptly and to find a suitable resolution.
2. Online Orders:
   • For complaints related to any online order, whether it’s about product delivery, item quality, or any other concern, please contact our dedicated online support team. This can be done by emailing support@urbanpetplay.com or calling our customer service hotline.

Resolution Process

• Upon receiving your complaint, Urban Pet Play will acknowledge it within 48 hours.
• We will investigate the matter thoroughly and strive to provide a resolution within 7 business days.
• If further investigation is required, we will keep you informed of any delays and provide regular updates on the progress.

Our Commitment

As a trusted pet shop and online retailer, Urban Pet Play is dedicated to making things right for our customers. We appreciate your feedback, as it helps us improve our services and meet the needs of all pet lovers.

Thank you for choosing Urban Pet Play. We are here to ensure that both you and your pets are satisfied with every purchase.

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