Shipping & Returns
Shipments and returns
Our Delivery Rates
The price of your postage is determined by the total weight of the items you order. The prices are in line with those charged by our couriers (My Hermes, Parcleforce and Royal Mail). Prices are the cheapest available to us while maintaining a speedy delivery and high ethical standard.
Prices are as follows:
0-2kg - £3.99
2-5kg - £5.99
5-10kg - £6.99
10kg - £7.99
Parcels are delivered between 1 and 5 working days, depending on which courier you choose. We may change the courier from the one you chose at checkout if, for example, if you are in a location that courier does not deliver too. For example, Scottish Highlands will usually only be couriered be either My Hermes or Royal Mail. You will not be charged any extra for this.
As we aim to please, packages are generally dispatched the morning after they are ordered, so delivery in 1 day for Parcelforce and 3-5 days for My Hermes. However, we do not always manage to ship right away, so please allow up to 3 days for Parcelforce and 5 days for My Hermes. These times are specified in your checkout process.
If you have an emergency, for example, you are running out of pet food, please call us or email us: 01200 538 164 firstname.lastname@example.org. We will do our absolute best to meet your needs.
For details on packing, please see our ethical policy A-Z.
Returns & Refunds
If you change your mind
You are, of course, welcome to return items in resalable condition if you have changed your mind: you have the unconditional right to cancel your order within 7 days of delivery. Simply return the goods or let us know of your return request within the 7-day period by e-mail or telephone. In this situation, as standard, we would ask you to meet the shipping costs. We can suggest a courier to you, but we will not usually provide a means of return.
If there is a fault or problem
If something goes wrong, for example, if the items are damaged, have been sent incorrectly or malfunction in any way, we will do our utmost to remedy this situation. This may involve giving you a refund or sending a replacement free of charge. Usually, we go with whatever you prefer.
We will no usually ask for you to return faulty items to us, but we may ask you to send photo evidence (which enables us to feed back to the courier or manufacturer). Some items, for example the Zogoflex range, can be recycled. Others, for example, the BecoPets range, can be buried to biodegrade.
Sometimes we may be required by a supplier to return goods to them, in a recall situation for example. In that case, we would refund you the cost of postage.