Frequently Asked Questions

Quick answers about delivery, returns, our products and the Ottzi app. Can't find what you need? Email hello@ottoandfern.com.

Where do you deliver?

We currently deliver to addresses in the United Kingdom only.

How much is delivery?

Standard delivery (Royal Mail Tracked 48) is £2.99 and Express (Royal Mail Tracked 24) is £4.99. Standard delivery is free on orders over £35. Delivery costs are shown at checkout before you pay.

How long will my order take?

We pack every order by hand and aim to send it within 1–2 working days (Monday to Friday, excluding bank holidays). Standard delivery usually takes 3–5 working days including packing; Express usually arrives 1–2 working days after dispatch. Busy periods, especially December, can add a day or two.

Can I track my order?

Yes. All orders are tracked, and you'll get an email with a tracking link as soon as your order is on its way.

When should I order for Christmas?

We'll publish our last order dates for Christmas delivery on our website and social media. Please order early if you need something by a set date.

Can I return something?

Yes. You have 14 days after receiving your item to request a return. Items must be unused and in their original packaging. For health and hygiene reasons, food, treats and supplements can't be returned once the seal has been opened, unless the item is faulty. Email hello@ottoandfern.com to start a return.

Who pays for return postage?

If you're returning an item because you've changed your mind, you pay the return postage. If an item is faulty, damaged or not what you ordered, we'll cover it. Please contact us first so we can arrange this.

What if my order arrives damaged?

Email hello@ottoandfern.com within 14 days of delivery with your order number and a photo, and we'll replace or refund it.

Where can I find the ingredients?

Every ingredient is listed on each product page and on the label. If you have a question about a specific product, email us before you buy.

Are your treats suitable for puppies?

It depends on the product, so check the product page. For example, our Peanut Butter Christmas Cookies are suitable for puppies from 8 weeks. Always supervise your dog with treats and keep fresh water available.

Are your supplements medicines?

No. Our supplements are complementary pet feeds, not medicines. Always read the label and follow the feeding guide, and speak to your vet if your dog is under veterinary care or you're unsure whether a product is suitable.

How many treats can I give my dog?

Treats should be fed in moderation as part of a balanced diet, and counted as part of your dog's daily food. Follow the feeding guide on each product.

Who are Otto & Fern?

Otto & Fern is a small UK business trading as Otto & Fern, based in Walsall. We pick dog treats, toys and care products from small UK makers and pack every order by hand. Hugo, our dog, tries everything first.

What is the Ottzi app?

Ottzi is our dog-care app. It builds a daily care plan around your dog, with walk tracking, a Wellness Scan photo check and Ask Otto, a pet-care assistant. Ottzi gives general information only and is not a substitute for veterinary advice.