Delivery & Returns

For all areas in the UK our preferred carrier is Hermes where suitable. When Hermes isn’t suitable (usually physically larger items or orders over 15KG), shipments will be sent using the most appropriate carrier. We use the services of DPD and some others. If you need to know the exact carrier for a specific order in advance please don't hesitate to get in touch.

International orders will usually be sent using DPD. Delivery charges are now included with every order for the UK, Use coupon code FREEDEL to benefit from free economy delivery.

Significantly larger orders will usually be a pallet delivery using Pallet Ways parcel network.

All non-sealed boxes are intentionally packed in a manner allowing them to be delivered in a more compact package, resulting in lower shipping costs for us (as a large letter) and better value for you, the customer. So you may find that an outer box has been flat packed to fit it in an envelope or similar.

CHILLED / FROZEN & LIVE
We have tried on many occasions to find a suitable and reliable carrier for temperature controlled goods or live feeds, but for we haven’t had any luck. Therefore chilled, frozen and live goods are no longer available. If you know of a carrier that offer reasonably priced suitable deliveries please let us know.

DELIVERY TIMES
Payments are processed at time of ordering, and must be complete befor an order will be processed. Orders are usually despatched daily except weekends and normal holiday periods. To ensure the freshest possible supplies we order daily from our suppliers and hold minimal stock. Orders placed before noon will be dispatched the following working day, as follows:

Orders placed by Monday lunch time are dispatched on Tuesday.

Orders placed by Tuesday lunch time are dispatched on Wednesday.

Orders placed by Wednesday lunch time are dispatched on Thursday.

Orders placed by Thursday lunch time are dispatched on Friday.

Orders placed by Friday lunch time are dispatched on Monday.

Where standard or free shipping is included, a 2 day service is used (which in reality is a 2 to 5 day service). When an upgrade has been chosen, a next day service will be used. We will try to keep you up to date on the progress of your order by email and when available will send you tracking information. You can also monitor the progress of your order online. It is beneficial to provide a mobile number when ordering, some of our carriers offer SMS updates which we will automatically enrol you to.

RETURNS
We do accept returns at our discretion under some circumstances. We are striving for 100% satisfied customers but sometimes it is just not reasonable to accept a return, eg with short shelf life items. If there is a problem with your order please notify us within 14 days of receiving it. We will do our best to rectify any issues to your complete satisfaction. If the item is not as described or is faulty we will provide a prepaid return label upon request for you to print and attach to the parcel, or we will reimburse standard Royal Mail 2nd class postage fees, for items upto 2kg. This is the only method of return we will pay for. If you would like to return the goods using your own methods please return the goods to us in the condition you received them and if you have not contacted us and made us aware, please include a written explanation. At our discretion we will deduct a restocking fee (when we or the product is not at fault) which will be a minimum of £3.99, and will be based on the expenses incurred in the packing and postage costs associated with getting your order to you in the first place. If you choose to return the goods simply because you have changed your mind we will not cover expenses to return the goods to us. The refund will be processed only when we receive the good back.

With any returns, please include your Order ID or a valid RMA number (available from our customer service team) for us to trace it against your order to efficiently process any refunds.

Our return address:
Pet Things (returns)
Unit B4, Chamberlain Business Centre
Chamberlain Road
Hull
HU8 8HL