Delivery Information

UK FREE DELIVERY 

Free delivery when you spend £45 and over with a maximum weight of 30Kg.

Exceptions apply to large items or heavy items over 2.5 kg being delivered to non-UK mainland locations. Items are usually delivered within five working days, Monday to Friday, 8 am – 6 pm.  Some couriers may deliver slightly earlier or later. Once your item has left our warehouse, we’ll send you an email with tracking information.

Couriers we use for standard deliveries include Royal Mail, UPS, Parcelforce, and DPD.

UK STANDARD DELIVERY CHARGES

2-3 working days within the UK is £3.95

We use Royal Mail Tracked 48 for standard UK orders. Items are usually delivered within 2-3 working days, Monday to Friday, 8 am – 6 pm.

UK EXPRESS DELIVERY CHARGES AND INFORMATION

1-2 working days within the UK is £6.95

We use Royal Mail Tracked 24 & Parcelforce 24 for EXPRESS UK orders. Items are usually delivered within 1-2 working days, Monday to Friday, 8 am – 6 pm.

Please note that any orders placed before 1 pm on a Friday will be delivered the next working Monday or Tuesday. If you order on a Saturday or Sunday, you will receive your order the following Tuesday or Wednesday.

Once your order has been dispatched, Royal Mail will confirm via text and/or email notification on the day of delivery. If this is not suitable, please follow the on-screen instructions, as you may have the option to change the date, and address or instruct Royal Mail to leave your parcel in your designated safe place or neighbour, including delivery to a local delivery office for collection.

EXPRESS DELIVERY- EXCLUSIONS

Please note that UK Express delivery applies for working days only Bank holidays and weekends will be excluded from the delivery times. Our couriers aim to deliver the next working day but deliveries to certain postcode areas may take longer.

LARGE OR HEAVY ITEMS OVER 30KG UK MAINLAND

A £10 per parcel supplement will apply – 30kg maximum weight per parcel.

LARGE OR HEAVY ITEMS OVER 2.5 KG OUTSIDE UK MAINLAND

Our free delivery is strictly only available to UK Mainland on orders over £40! Please ask for more information regarding the following postcodes: Due to remote surcharges, we are unable to offer free courier delivery to the Highlands of Scotland ( AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50), Scottish Islands ( HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3), Channel Isles, Isle of Wight and Isle of Man, or The Scilly Isles, and Northern Ireland.

If you want us to deliver to any of these areas, a £10 per parcel supplement will apply (30kg maximum weight per parcel). Please contact us BEFORE ordering so that we can raise an invoice for the additional costs for delivery. If you place an order without paying the surcharge, your order will be cancelled and your payment will be refunded in full.

INTERNATIONAL DELIVERY CHARGES

We use Royal Mail International Tracking and Signature Services, depending on the country.

EUROPE UNION   delivery charge: £14.95

REST OF THE WORD delivery charge £18.95

Delivery estimated time:

EUROPE UNION    within 5-7 working days

REST OF THE WORD  within 5-14 working days

However, if your order is likely to weigh over 2kg, you may be contacted for additional payment should these charges apply to your order.

DO YOU DELIVER  TO THE CHANNEL ISLANDS, THE ISLE OF SCILLY, AND THE ISLE OF MAN?

Yes, however, geographical location and courier availability can restrict our service. We may not always be able to deliver certain products to the Channel Islands, Isles of Scilly, and the Isle of Man. Goods delivered to the Channel Islands may be liable for Customs duties in accordance with the Channel Islands import rules. As we have no control over these charges and cannot predict what they may be, we are sorry that we are not able to offer any assistance on these processes.  We would advise that you check the import charges applicable before ordering goods.

DO YOU HAVE ANY DELIVERY RESTRICTIONS?

We do reserve the right not to deliver an order if we believe the address isn’t secure, for example, to a communal postal address or PO box.

DO YOU SEND TO BFPO ADDRESSES?

Sorry, but we cannot currently send orders to BFPO addresses.

CAN I CHANGE A PLACED ORDER?

You can request to cancel the order HERE and we will do our best to prevent the order from being shipped. However, it is not always possible to stop an order once it has been placed. If your order has been dispatched, you will need to return the goods (see the information for Our Online Returns Policy in the returns section)

I HAVE NOT RECEIVED A CONFIRMATION EMAIL AFTER ORDER PLACED

Please check your email settings as the email may have been sent to your spam trash folder. Also, you can log in to YOUR ACCOUNT and look for information there. If you do not find your email or the information on your account, please contact us HERE.

ORDER SHIPMENT

When your order is dispatched from our warehouse, we will send you an email to confirm that it’s on its way. From there, it should be delivered within the timeframe we advertise. UK orders are traceable from when they are dispatched, you can check their progress by logging into your account HERE. We want all our customers to receive top-quality goods, so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Service Team.

When you register, you will be asked to provide an address for your account details. You will also be given the option at the checkout if you would like to change the delivery address of your order. Unfortunately, we cannot change the delivery address after an order is placed. If you are not in when our courier attempts delivery, they will leave a note telling you where you can collect your parcel or how to rearrange delivery with your local depot or Post Office.

FAULTY ITEM

We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you. By sending us an email to Customer Service with a description of the fault, we will aim to respond to any queries within two working days. 

INCORRECT ITEM

If you have received an incorrect item in your order, please let us know straight away by contacting Customer Service and asking them to look at it.

MISSING ITEM

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change.

If an item in your order is missing, check your dispatch emails to see if it is out of stock. If out-of-stock occurs, we will inform you in your order dispatch mail about this. Of course, if this happens, no payment of these goods will be made. The delivery note will state which items are in this part of your order. Please check the delivery notes from each part of your order to make sure you are not missing anything. If something is missing and you have questions about it, please get in touch with Customer Service.

MISSING ORDER

If your order has not arrived within 15 days of your order dispatch date please contact Customer Service. We will need an electronic (emailed) signed letter confirming that your order has not been delivered.

VAT

Under UK VAT Law, VAT is due on all sales to private individuals where the goods will be taken to or delivered to an address in the UK. We are no longer including a paper invoice, as part of our goal to reduce packaging waste. If you would prefer a paper invoice for your order, please contact Customer Service before placing your order.

Goods exported outside the UK

Where goods are delivered to destinations outside the UK by PROMOTE PET, these may be subject to taxes, fees, levies, or other charges, which are imposed by local legislation. The recipient of the goods is responsible for all customs formalities at importation and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies, and other charges.

The recipient of the goods, who may not be the person who has ordered them, will receive a separate request for payment of these charges.  If you’re ordering goods to be delivered to someone else, please make sure they are aware they’ll be responsible for these additional charges.

As we have no control over these charges and cannot predict what they may be, we are sorry that we are unable to offer any assistance on these processes. We would advise that you check the import charges applicable in any EU or non-EU country before ordering goods to be delivered there.

UK VAT is not charged where the goods are exported, and the export is evidenced, to a destination outside the UK.