Shipping Policy

Thank you for shopping with us. This policy explains delivery destinations, delivery costs, order processing and estimated delivery times for our pet products and accessories.

Destinations and free standard delivery

We currently deliver exclusively to customers in the United Kingdom.

Standard delivery is free on all UK orders (£0.00), with no minimum spend and no hidden handling charges.

Available delivery destinations are confirmed at checkout.

Order cut-off and processing time

Daily order cut-off: 5:00 pm (UK time), Monday to Friday. Orders placed after this time, at weekends or on public holidays begin processing on the next working day.
Processing time: Orders are typically processed within 1–2 working days after payment confirmation, excluding weekends and public holidays. Processing time is separate from transit time.

Delivery costs and estimated times

Destination	Processing time	Estimated transit time after dispatch	Total estimated delivery time	Cost
United Kingdom	1–2 working days	6–9 working days	7–11 working days	Free (£0.00)

The total estimated delivery time includes processing and transit. Transit time begins after dispatch.

Actual delivery times may vary due to the destination, courier disruptions, weather conditions, public holidays, customs checks or other circumstances beyond our control. These estimates do not affect your statutory rights.

Dispatch location

Products are dispatched from fulfilment warehouses selected according to the item and delivery destination. Products may be dispatched from outside the United Kingdom.

Please contact our customer support team before ordering if you would like to confirm the dispatch location of a particular item.

Our business and returns address is not necessarily the location from which your order is dispatched.

How do I track my order?

Once your order has been dispatched, we will send a dispatch confirmation email to the email address provided at checkout. This email will include your tracking number and tracking link.

Please allow up to 48 hours for tracking updates to appear following the courier’s initial scan.

You can track your delivery using the link in your dispatch confirmation email or through our Track Your Order page.

If your estimated delivery date has passed, tracking is not updating, or your order has not arrived within 10 working days after dispatch confirmation, please contact our customer support team with your name and order number.

You can contact us sooner if the courier reports a delivery problem.

Delivery to PO Boxes

Delivery to PO Boxes may be available depending on the courier and parcel dimensions.

If your chosen delivery service cannot deliver to a PO Box, we may contact you to request an alternative physical delivery address.

Please contact us before ordering if you need to confirm whether delivery to your PO Box is available.

Customs, duties and import charges

We prepay applicable import duties, import taxes and customs clearance fees for orders delivered within the United Kingdom.

You will not be asked to pay additional import charges on delivery. Any applicable taxes are included in the order total displayed at checkout.

If a courier requests an unexpected customs or import payment, please contact our customer support team so we can investigate.

Delivery problems, damaged or incorrect orders

Please check your delivery address carefully before completing checkout. If you notice an error, contact us immediately. We will try to correct it before dispatch, although changes cannot be guaranteed once processing or dispatch has taken place.

If your parcel is lost, arrives damaged or faulty, or contains an incorrect item, please contact our customer support team promptly.

Please include:

Your order number.
A description of the problem.
Clear photographs of the item and packaging, where relevant and available.

We will investigate and arrange an appropriate solution in accordance with your consumer rights. Photographs help us assess a problem but do not replace or limit your statutory rights.

Returns, refunds and exchanges

We offer a 30-day return period for eligible products, subject to our Returns and Refunds Policy.

Under our voluntary return policy, change-of-mind returns should be unused and returned in their original condition and packaging.

These additional conditions do not restrict your statutory cancellation rights. For most online purchases, you can notify us that you wish to cancel within 14 days after delivery, then have a further 14 days to return the goods. You may handle goods as you would reasonably do in a shop. See GOV.UK’s guidance on online returns.

Customers are responsible for return postage for change-of-mind returns. We cover reasonable return costs for confirmed faulty, damaged or incorrectly supplied products.

Please read our Returns and Refunds Policy for full details about eligibility, refunds, exchanges and return instructions.