Frequently Asked Questions


Do I need an online account?

Not at all! But if you’d like to set one up it’s easy. Scroll down to ‘Info’ and select the ‘My Account’ tab. Follow the steps for ‘New Customer’. You will need to pop your email address and a password into the ‘Create Account’ process.

If you’d prefer not to create an online account, you can call our OSCARdirect Team on 0800 195 8000 to arrange your order and delivery.

How can I track my order?

If you are cared for by our Head Office team, your order will be delivered via courier. Tracking information is provided once your order is dispatched.

If you are cared for by a Local Nutritional Advisor, you can contact them directly if you need more information.

Do I need to sign for my order?

You do not need to sign for your order or be in at the time of delivery. Your driver will try to find a secure place for your order.

Alternatively, you can let us know where your order should be left by contacting a member of the team (email or telephone 0800 195 8000).

If your order cannot be delivered to a safe place, you will receive a contact card so that you can rearrange delivery.

Will I receive an order confirmation?

Yes. Once you have placed your order, you will receive an email confirming your order details.

Can I cancel or amend my order?

Yes - if you’re quick! Once you have received an email confirming your order, you should be able to amend or cancel your order. You should contact a member of the team as soon as possible, on 0800 195 8000, and ask for assistance.


Is delivery free?

Delivery is free on all UK orders over £35. For orders below £35 we charge £5.95.

How long will it take for my order to arrive?

1) We aim to get your delivery to you as fast as we can, and always within 5 working days.

2) Our OSCARdirect service deliveries will arrive within 2 working days for orders placed before 2pm, Monday to Friday, excluding weekends and Bank Holidays.

3) If you’d like a more personalised service with expert nutritional advice and pet care tips please visit Find your Local Advisor to arrange a free personalised delivery within 5 working days.

Please note that deliveries to Highlands and Islands may, on occasion, take longer than 5 working days to arrive.

Returns and Refunds

What about returns and refunds?

We’re so confident that you will see a difference within 28 days of feeding The OSCAR Way that we offer a money-back guarantee – no quibble.

Our aim is to give you the best service, products and prices that we possibly can. If you are not entirely satisfied, please contact us via the address listed on this page, by phone (0800 195 8000) or email (

You can find more information about our Refunds and Returns Policy in our Terms and Conditions.