Delivery and returns

Delivery

Both services are tracked and need no signature unless the courier decides otherwise on the day. You get a courier tracking link by email as soon as the parcel is collected from us, and the stage of the order shows on your order page the whole way through.

Standard, £3.95

Two to four working days from dispatch. Free on orders over £40, measured on what you actually pay after a discount code rather than on the ticket price. Your basket tells you how far off the threshold you are.

Express, £6.95

Next working day before 2pm, if you order before 1pm Monday to Thursday. Order express on a Friday afternoon and it will be delivered on Tuesday, because nobody collects from us at the weekend. Express is never free, even on a large order, because we pay the courier the same either way.

Cut-offs and packing days

We pack Monday to Friday, excluding bank holidays. Orders placed before 1pm on a working day are almost always packed that afternoon. Anything later joins the next morning’s run. The two exceptions are the week after a restock, when we are a day behind, and the fortnight before Christmas, when the site carries a banner saying so.

Where we deliver

The whole of the United Kingdom at the same price. Northern Ireland, the Scottish Highlands and the islands take an extra working day or two on standard, and express to those postcodes is a two day service in practice rather than next day. We do not ship outside the UK yet.

If it does not arrive

Give it one working day past the estimate, then tell us. We will chase the courier ourselves rather than sending you to their contact form. If the parcel is genuinely lost we send a replacement or refund you in full, and we do that before the courier has finished deciding whose fault it was.

Returns

You have 60 days from delivery to send something back, which is much longer than the 14 days the law requires. We do it because a bed or a harness needs a few weeks of real use before you know whether it suits the animal.

Starting a return

1. Message us with your order number and which items are coming back. One line about why is enough, and genuinely useful to us.
2. We email a tracked return label within one working day. Print it, or ask for a QR code if you would rather have it scanned at the drop off point.
3. Put the items back in the original box if you still have it, or any box. Drop it at any Post Office or parcel shop.
4. We refund within three working days of the parcel reaching us, to the card that paid. Banks then take another three to five days to show it.

Return postage costs £3.50 for a change of mind, taken off the refund. It is free if the item is faulty, damaged in transit, or simply not what you ordered. Original delivery charges come back too when the whole order goes back within 14 days.

Pet items that have been used

This is the question we get most, so here is the honest answer. A bed, a blanket, a harness, a collar or a lead can come back after your animal has tried it, as long as it has been indoors and can be washed or wiped clean. That is the whole point of a 60 day window.

What we cannot take back is anything chewed through, walked in mud and rain, or washed at the wrong temperature and shrunk. On hygiene grounds we also cannot resell opened grooming bars, opened cleaning refills, or feeding items that have had food in them, so those need to be unopened and sealed.

Returned pet items are never sold again as new. Anything that comes back clean and sound goes to a local rescue, and the rest is recycled where the material allows.

Faulty items

If a seam, buckle, zip, clasp or glaze fails in normal use, that is a fault, whatever the calendar says. Send us a photo and the order number. We replace it, or refund it if we cannot replace it, and we pay the return postage. Your statutory rights under the Consumer Rights Act 2015 sit on top of everything on this page and are not affected by it.

Exchanges

We do not run a swap process, because it doubles the time you wait. Return the wrong size for a refund and order the right one now, so the new one is on its way before the old one has reached us.