Shipping & Returns

Our Delivery rates are as follows:

The cost of shipping is based on weight and is sent either by Royal Mail or courier at our discresion. Orders under 1kg are charged £3.51, orders 1kg-15kg are charged £5.02, items weighing over 15kg the price will also be shown clearly on the checkout page while you shop. All postage fees are shown on the right hand side of the screen while you shop. Please note that ALL cages and Hutches are excluded from this flat rate due to there Volumetric Size. Any extra postage fee's will be added to the product price and clearly stated in the product description.

None of our shipping options include weekend delivery. All parcels sent out via 24hr or over night service and dispatched on a Friday will be delivered on the next working day (Monday). We are able to arrange a Saturday delivery upon request but this will carry a large shipping surcharge £15.00 (contact us on 01633 484878 for more information).

All Tracking numbers are given on request. Our Carriers of choice are ANC, Amtrak, Parcel Force or Royal Mail. All parcels will require a signature if sent via carrier. If you require unattended delivery please let us know on the shipping selection page.

Please Note that these postal options are not available For the Highlands of Scotland, Northern Ireland & UK Islands. These parcels will be charged at the Current Postal Rate in force. If for any reason the customer selects the incorrect shipping zone we reserve the right to delay dispatch until the correct postage amount has been paid to ourselves. All BFPO Parcels will be sent Via Normal Parcel Force arrangements for BFPO as such we are unable to offer a timed service these parcels are charged at std Parcel force rates in current effect. We are also able offer a Pallet Delivery Service for Very large orders ranging from £35 for a Half Pallet & £50 for a Full Pallet up to 1 TON in Weight

 All Orders Received before 2.30pm GMT are usually dispatched the same day (excluding weekends, holidays and busy periods). All orders received after 2.30pm are usually dispatched next working day (subject to our discretion during busy times, or an item being unavailable from stock there may be a further delay).
Please allow up to 7 working days for dispatch / delivery, at busy times of the year e.g. Christmas please allow 14 days.
Currently we only Ship to all parts of the UK

Please note that if for any reason a parcel is returned to ourselves undelivered the Customer will be liable for a £14 return to sender and re-dispatch fee, this is the Fee we are charged by our carrier company. If the Customer requests a refund as a result of non delivery the refund will be made minus the above fee. If a Customer requests a change of delivery address after dispatch a Charge of £10 will be made as this is once again what our Carrier charges us for this service. This fee will also be added if the customer requests a change of delivery address after dispatch. You the customer are responsible for signing for the goods so please make sure you can accept delivery to avoid any parcels being retuned to us e.g you can write notes in the "comments box" e.g leave with neighbour at number 44, etc, or contact us by telephone and speak to us in person or by e-mail. Unfortunately we cannot sit on your doorstep and accept the package on your behalf, even though we would surely enjoy the coffee!

Non Delivery of items:  Any returns must be sent via Recorded delivery or other traceable means as we are unable to accept responsibility for returns lost or damaged in the post.

If for any reason out of our control items are not received by the customer by post, please contact us where we will investigate the matter with the relevant delivery company. If items are lost/delayed in the post after the relevant carrier or Royal Mail timeframes we will send out the replacement goods within the timeframe arranged between us and the customer. Should the lost/delayed goods arrive before or during a new dispatch date please inform us as soon as possible. If the lost or delayed items sent by post arrive after replacement items are sent, please return the package to us or refuse delivery of the goods. If the package has been sent via carrier we are able to provide the customer with a tracking number and the depot number for you the customer to track the parcel yourself.

Returning items and damaged goods:
We do our best to provide the most accurate descriptions of the items we sell. Should you decide you want to return an unused item to us, please contact us and we will try our best to offer alternate goods, a store credit or a refund. We do not refund postage on undamaged items (items received in good condition) or goods ordered/received which are found the customer has changed their mind about a product and wishes to return the goods. Please ensure the item is in the original packaging in all instances and is unused (subject to some faulty item circumstances).

If any goods delivered to the customer are damaged during transit please contact us the same day of delivery before 4.30pm as failure to do so will result in us being unable to make a claim with the carrier on you (the customers) behalf. By You the customer signing for goods recieved you should check the items for any damage especially large items, fragile items and cages and you should mark on the delivery sheet that it is damaged and contact us immediately on 01633 484878 or by e-mail.  We will arrange a return of the damaged item to be sent to us and we will offer a replacement or refund of the damaged item plus postage cost incurred to you the customer upon reciept of the item(s). Any undamaged items returned after a 7 day period is subject to an administration fee.

Any returns must be sent via Recorded delivery or other traceable means as we are unable to accept responsibility for returns lost or damaged in the post. Certain Items e.g, foods or forages which are in perfect edible condition cannot be returned e.g because your pet does not like the product, we advise customers to buy smaller packs to try them with pets first before ordering large bales of hay for example or large pack sizes, as we do not accept returns of these items due to hygiene reasons (and they cannot be resold) harnesses, blankets, pet beds, water bottles, etc are not returnable also subject to hygiene reasons please contact us for further information if the product is found to be damaged or faulty where we will arrange a return of the item between us and you the customer for valuation.

Forages e.g timothy hay change on a seasonal basis and the texture, colour, may differ from that available previously. Small samples of certain forage products are available on request and will be added to your order.