Order Processing and Shipping

Placing your order

Please take care to check the delivery address is correct before submitting your order. In the event of delivery failure due to incorrect information provided by the customer, the responsibility falls upon the customer. If the parcel is returned to us, we can resend it, but you may be required to pay the additional carriage charges. 

If you provide an email address when placing your order, you will receive a tracking number when your order ships. Please use it to track your delivery. If you won't be home, use the tracking link to change your delivery date or redirect the parcel to a safe place, neighbour, or local Parcel Shop. Couriers will attempt delivery two to three times before returning the item to our warehouse, and a redelivery fee may apply if a new shipment is required.

If you wish to place your order by telephone, please contact our Customer Service team, and have details of what you would like to order, and your payment card details to hand.

We no longer accept orders by post, or payment by cheque/postal order.

Customer Services Telephone: 0300 123 0215
Lines are open 8.30am - 5.30pm Monday - Friday.
Closed on Saturday, Sunday and public holidays

Please allow 5 working days from the day after you placed your order before chasing delivery, and then contact our customer services team who can raise an enquiry with the courier.

Order processing

All orders are processed during business hours, generally within 10 minutes of being placed, and are shipped the same or next working day. We regret that we are unable to make amendments to the order once it has been processed.

Delivery Costs

• UK Standard Delivery: 3 to 5 working days - tracked service - £5.*
• FREE UK standard delivery when you spend £50+ in a single transaction. † **
• Express Delivery: 2 to 3 working days - £7.***
  
• Heavy Items: such as cat litter - 3 to 5 working days - £7 (plus any additional standard delivery charge).
  

† Free shipping over £50 does not apply to cat litter, donations, or express delivery.

International Deliveries 

We regret that we are currently unable to ship internationally, including to Ireland, the EU, and the Channel Islands due to complex customs regulations. 

Although the Isle of Man is not part of the United Kingdom, for shipping and postal purposes it is treated as part of the UK domestic network, and therefore we are able to deliver to the Isle of Man.

Remote Postcode Surcharge

We deliver to all postal areas in the UK, but some postcodes cost us significantly more to ship to. Therefore delivery for addresses in Isle of Wight, Isle of Man, the Scilly Isles, Northern Ireland, the Scottish Highlands and Islands, and certain other geographical locations (postcodes listed below), is charged as below:

• * Standard Delivery: 3 to 5 working days - £7.
• ** FREE delivery for orders of £50+ not applicable.
• *** Express Delivery: not available.

Isle of Wight: PO30-PO41.

Scilly Isles: TR21-TR25.

Isle of Man: IM1-IM9, IM99.

Scottish Highlands: AB31-AB38, AB41-AB45, AB51-AB56, FK17-FK21, IV1-IV28, IV30-IV32, IV36, IV40-IV49, IV51-IV56, IV63, KW1-KW3, KW5-KW14, PA21-PA38, PA80, PH17-PH26, PH30-PH41, PH50.

Scottish Islands: HS1-HS9, KA27-KA28, KW15-KW17, PA20, PA41-PA49, PA60-PA78, PH42-PH44, PH49, ZE1-ZE3.

Northern Ireland: BT1-BT49, BT51-BT57, BT60-BT71, BT74-BT82, BT92-BT94.

Order fulfilment

We use three different warehouses to fulfill our orders. Therefore dependent on the item, your order may be delivered by different warehouses and arrive at different times. 

• Linney: The majority of our products are fulfilled from this, our main warehouse.
• Covetrus: Supplies RSPCA FleaAway & WormAway products, and some pet toys.
• Spicers of Hythe: Provides Gift hampers and alcohol. The next-day delivery shipping cost of £9 has been included in the product price. 

Couriers

All deliveries are sent via fully trackable couriers. The warehouse dictates which courier services are used:

• Smaller sized parcels are delivered by EVRI or Royal Mail.
• Heavy or extra large parcels are sent via ParcelForce.
• Gifts hampers and alcohol are delivered by DPD.‡

Certain geographical locations and carrier availability at peak times of year can restrict our service, and may be subject to an additional one to two days for delivery. We cannot be held responsible for any late deliveries caused by the fault of the courier, and we will not offer any compensation.

‡ Gifts hampers and alcohol are delivered within one working day of being ordered (before 12 noon). Gifts Hampers must be signed for upon delivery so please ensure that someone will be home, or rearrange delivery using the tracking number provided when shipped. The courier will make two delivery attempts to the provided address. Gift hampers cannot be delivered to a PO Box. Delivery is only possible to a ground floor location. 

*** Important Information for Products Containing Alcohol ***

All hampers/gifts that contain alcohol require both the Recipient and the Orderer to be at least 18 years of age. It is against the law to purchase or attempt to purchase alcoholic liquor under the Licensing Act 2003 if you are under 18 years of age. Products containing alcohol are dispatched with our courier on an age verification service. This service requires the delivery driver, in line with Challenge 25‡‡, to ask the recipient to provide ID to verify their age at the point of delivery. If the recipient cannot provide ID, the goods cannot be handed over. If the recipient cannot provide ID, the courier will make another delivery attempt the following working day. Parcels on an age verification service cannot be left in a safe place, nor can the delivery address be changed. These Terms and Conditions shall be governed by and construed in accordance with the laws of England. You irrevocably submit to the exclusive jurisdiction of the courts of England.

‡‡ Challenge 25 is a retailing strategy that encourages anyone who is over 18 but looks under 25 to carry acceptable ID if they wish to buy alcohol. Introduced by the Retail of Alcohol Standards Group as Challenge 21 in 2006, Challenge 25 rolled out in the off trade in 2009.