Delivery Information & Returns

Selecting And Purchasing Your Items

Once you have browsed the web site and located the item you wish to purchase, you simply click the button to add to cart. You can then continue to browse the site and can add further items by pressing the 'add to cart' button on each item you wish to purchase. By adding to the cart you are placing items in your cyber trolley. Your cart/trolley will be shown at the top right of our web site at all times. Just as being in the supermarket once you are ready, you can proceed to checkout. Simply click on the view cart button in the cart/trolley text at the top right of the website and select the checkout option.

Payment Process

Once at the checkout you will be able to review the items you have selected. You can amend your items by editing quantities, deleting and you will also be able to go back to the product pages to add to your order. Once you are happy with your order you will be asked to select your payment option. All of our payments are handled by PAYPAL. PAYPAL offers you the peace of mind of a well-known trusted, safe and secure payment process provider. If you have a PAYPAL account you simply sign in with your email and password as normal and confirm payment. If you are not a PAYPAL customer the process is still very simple. You will be able to pay with your credit/debit card still using the PAYPAL secure server. You also have the option to sign up for a PAYPAL account but this is not essential. 

Order Confirmation

On placing your order you will immediately receive a receipt for your payment. Once pawpetsupplies has processed your order, you will receive a further email to confirm that your item has been selected and dispatched ready for collection by the courier. It is at this point that your order is confirmed.

How Much Does Delivery Cost?

Delivery charges are worked out on an item-by-item basis to ensure you benefit from the best possible delivery price. The delivery cost is based on weight not the number of items. This way, you the customer pay the minimum delivery cost. For instance, if you were to order three items, you would not be charged a standard delivery for each of them, you would only pay for the weight of the complete package.

An exception to this is with some larger items such as many pet housing products. These tend to be heavier products and to bring the cost down for you the customer, we offer FREE NEXT DAY delivery. These items will be clearly marked on the product pages if free delivery is offered. No options of delivery or delivery charges will be added for these products at the checkout.

All orders OVER £5 will be shipped as a minimum of signed recorded delivery. This service is fully insured which means no risk to you. If the item does not arrive, this will be tracked and a replacement sent out.

Orders BELOW £5 can be shipped as non recorded delivery. The Non Recorded Post option is only available for orders with a product total cost of less than £5, because Non Recorded post cannot be tracked.

You can calculate your current delivery charges at any time during your shopping on our site. Just by clicking on your current shopping cart/basket, progress to the checkout section, click through the drop links until you reach the delivery method subheading and you will be presented with delivery choices and delivery total. There maybe additional charges if delivering to an area outside standard UK mainland such as The Highlands or The Isle of Wight. Please see the section below in relation to where we deliver. It is advisable that you contact us to clarify delivery cost if you are outside the standard delivery area.

How Long Does Delivery Take?

All items, with the exception of Next day delivery and pallet delivery as set out below, come with a choice of delivery options to best suit your price and time requirements. These are all sent Royal Mail and come with a choice of fist class, second-class or Parcel force if of a large size or weight. We also have a special delivery service for guaranteed next day before 1pm deliveries.

Orders received by midday will be processed and dispatched the same day. Orders after this time may still be processed but are not guaranteed to be dispatched the same day. This being the case the order will be dispatched the next working day. Any orders placed on a non working day (weekends and bank holidays) will be processed the next working day.

Next Day - Most cages, pet housing and some lager items are set as FREE next day delivery. If the next day service is available this will be clearly displayed on the product description page. If you place an order for such an item before midday, this will be despatched for delivery to your door the next day. The majority of mainland UK is covered for next day delivery however there are some exceptions. Please see the section for delivery areas below

Pallet – There are some larger items, which are delivered on pallet. These are on a 3-day delivery basis. If the item is subject to pallet delivery with a 3 day expected delivery time, this will be clearly displayed on the product description page.

Where Will Pawpetsupplies Deliver?

For First class, second class, Next day and pallet items - pawpetsupplies Currently delivers to the UK mainland and off shore islands. We do NOT currently offer delivery to Northern Ireland or the Republic of Ireland. The majority of Mainland UK is covered for deliveries however there are some exceptions. Some of Scotland and the off shore islands will take additional days for delivery. Please see the attached MAP below to confirm. All Zone 1 areas will be standard delivery times. All Zone 2 & 3 areas are available for delivery but may take around 3 days additional for delivery. If you are zone 2 or 3 it is advisable to contact us first to establish timescale. There will not be any additional cost.

For lager items needing delivery via parcel force there will be an additional cost for areas outside of the standard UK delivery area. Standard first class items are unaffected but may have a longer delivery time. A list of the cost is set out below. If in doubt please contact us with your address and we will be able to inform you of the cost.

  • All IV codes (Postage as above plus £6)
  • All KW codes (Postage as above plus £6)
  • PA codes 20 to 49, 60 to 78 (Postage as above plus £6)
  • PH codes 17 to 26, 30 to 44, 49 to 50 (Postage as above plus £6)
  • All HS codes (Postage as above plus £6)
  • KA codes 27 and 28 (Postage as above plus £6)
  • All ZE codes (Postage as above plus £6)
  • All BT codes (Postage as above plus £10)
  • All IM codes (Postage as above plus £10)
  • TR codes 21 to 25 (Postage as above plus £10)
  • All GY and JE codes would go Parcel Force Euro 48hr at £17.75.

All postage calculations are based on one parcel, if an order requires two or more parcels, they may incur additional charges.

How Will I Know When My Item Is On Its Way?

As well as your initial payment confirmation email, you will receive an additional confirmation email that your item has been sent to dispatch for delivery.

Out Of Stock

In the unlikely event that you have made payment for an item which was not shown as out of stock, but is in fact out of stock, we will contact you with the option of a full refund and a date of when we could fulfil the order. Please note, we do not guarantee the sale of any item until you have received the confirmation of dispatch email. With all out of stock items we will update the website with expected stock dates for your convenience. If you wish to purchase an item, which is currently shown as out of stock, we will email you an expected delivery date on receiving your payment.

Damaged During Delivery

All items must be inspected on delivery. If there are any signs of damage to the packaging, this must be noted at the time of delivery to the driver. This being the case, the item will be exchanged as necessary as we will recover the cost from the courier.

Faulty Item

If the item is unused, still in original packaging and is within the first 7 days, pawpetsupplies will arrange a new part or exchange. If the item has been used, but is within the warranty period, we may attend or ask for a photo of damage to inspect the fault. If the item has not been altered or modified in any way and is a genuine fault with the goods, we will arrange for a repair or exchange as appropriate.

Unwanted Items

In the unlikely event that you decide you no longer want the item, the item would need to be returned as new still in its packaging within 7 days of receipt. Once the item has been received and inspected a refund would be given. We would deduct the cost of the courier delivery and collection fee from the refund amount.

Warranty

All pawpetsupplies products come with a 12 month warranty. This warranty covers any faulty item that has been properly cared for. If an item has been damaged, altered or modified in any way, the warranty will be void. We may ask to visit or for photo's to examine the fault. General wear and tear of the item will not be covered.