Shipping Policy

Last Updated: 16 October 2026

At [Your Store Name], we aim to deliver your pet food and pet care products safely and reliably. This Shipping Policy explains how we process, dispatch and deliver orders placed through our website.

1. Shipping Destinations

We currently offer delivery within the United Kingdom, subject to postcode and courier availability.

Delivery availability, restrictions and any additional charges will be displayed before you complete your purchase.

For deliveries to Northern Ireland, Scottish Highlands, islands and other remote locations, additional delivery charges or longer delivery times may apply where applicable.

2. Order Processing Time

Orders are normally processed within 1–2 business days after payment confirmation.

Orders placed on weekends or public holidays will generally be processed on the next business day.

During busy periods, promotions or public holidays, processing may take longer. Any significant delays will be communicated to customers where possible.

3. Delivery Times

Estimated delivery times are as follows:

• Standard Delivery: 2–5 business days after dispatch.

• Remote Areas: Delivery may take longer depending on the destination.

• Large or Heavy Orders: Additional handling or delivery time may be required for bulk pet food bags and multiple-item orders.

Delivery estimates are provided for guidance and are not guaranteed unless a specific delivery commitment has been agreed.

We will make reasonable efforts to deliver orders within the stated timeframe and in accordance with applicable UK consumer law.

4. Shipping Costs

Shipping charges are calculated according to the delivery destination, order weight, parcel dimensions and selected delivery service.

The applicable shipping cost will be displayed at checkout before payment is completed.

If free delivery is available on eligible orders, the minimum spend and any exclusions will be clearly stated on our website.

Heavy pet food bags, bulk orders and certain delivery locations may be subject to additional charges where disclosed before checkout.

5. Order Tracking

Where tracking is available, tracking details will be sent to the email address provided at checkout once your order has been dispatched.

Customers can use the tracking information to check the progress of their delivery.

Please allow time for tracking information to become active after dispatch.

6. Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including the correct postcode and contact details.

If you notice an error in your delivery address, please contact us as soon as possible. We will try to make the requested change before dispatch, but changes cannot be guaranteed once an order has been shipped.

7. Delayed or Missing Orders

If your order has not arrived within the estimated delivery timeframe, please contact our customer support team with your order number.

We will investigate the delay with our delivery partner and provide an update as soon as reasonably possible.

If an order is lost or fails to arrive, we will work with you to resolve the issue in accordance with applicable consumer protection laws.

Our responsibility for delivery is not removed simply because an order has been handed to a courier.

8. Damaged or Incorrect Items

Please inspect your order when it arrives.

If your parcel is damaged, an item is missing, or you receive the wrong product, contact us promptly and include your order number, a description of the issue and photographs where helpful.

We will assess the issue and arrange an appropriate resolution, such as a replacement or refund, where applicable.

Nothing in this policy limits your statutory rights regarding faulty, damaged or incorrectly supplied goods.

9. Pet Food Packaging and Product Quality

We take care when preparing pet food orders for dispatch.

Please check the packaging and product details when your order arrives. If a product appears damaged, contaminated or otherwise unsuitable for use, please do not feed it to your pet. Contact us so we can investigate and advise on the next steps.

Please store pet food according to the manufacturer's instructions.

10. Delivery Attempts

Please ensure someone can receive your parcel or that any delivery instructions you provide are accurate and suitable.

If delivery cannot be completed, the courier may offer redelivery or collection options, depending on its service.

Any additional delivery charges will be communicated where applicable. We will handle failed deliveries in accordance with our legal obligations and the circumstances of the order.

11. Order Cancellations and Changes

If you wish to cancel or change an order, contact us as soon as possible.

We will try to accommodate your request if the order has not yet been dispatched. Once an order has been dispatched, cancellation or changes may no longer be possible before delivery.

Your statutory cancellation rights for online purchases, including any applicable exceptions for certain goods, remain unaffected by this policy.