Shipping and Delivery
1. WHAT DO YOU CHARGE FOR DELIVERY IN THE UK?
Our postage charges are based on the total weight of your order. To help you take advantage of our postage charges, please see below weights and relevant charges for UK deliveries.
0 to 1.5kg – £1.99
1.5kg to 2.5kg – £2.99
2.5kg to 40kg – £5.25
40kg to 55kg – £7.99
55kg to 70kg – £10.60
70kg to 85kg – £13.50
85kg to 105kg £16.00
Please note, all orders under 2.5kg will be sent via Royal Mail with all orders over this weight being dispatched on an express 24 hour delivery service via our chosen courier, Parcelforce Worldwide. For more details on our NEW courier service and prices view our blog HERE.
Please see below for International postage charges including Channel Islands and ROI.
2. WHAT ARE YOUR DELIVERY TIMES?
We know how important it is to get your order to you as soon as possible. We make every effort to process your orders as quickly as possible, so you can expect to receive your order anywhere between next day to 5 working days. Please allow 1 to 2 working days for the despatch of your order, and 2 to 3 working days from the time of despatch for delivery.
3. HOW CAN I TRACK MY ORDER?
Whether your order is trackable is dependent on its size and weight. If we have a tracking number for your order, this will be emailed over to you as soon as we despatch this, and will also be visible under your order details in your Order History.
4. CAN I GET MY ORDER FASTER?
Unfortunately at the moment we do not offer a selection on delivery services on our website. However, please contact us by telephone to place your order if you require a faster delivery service.
5. WILL I NEED TO SIGN FOR MY DELIVERY?
Depending on the service we send your order on, a signature may be required. For all orders where a payment of £5.95 or above has been paid for postage, our courier will require a signature upon delivery unless we have been advised by yourself that you are happy for our courier to leave the item in a safe location. If a delivery ‘safe place’ note (leave with a neighbour, leave in the porch etc) has been provided on your order, our courier will safely delivery your item to your requested address without you needing to be there. However, for all orders where our courier requires a signature, you will be provided with full tracking information and the possibility of amending your delivery details including a delivery day, secure location and more.
6. WHAT IF I MISS MY DELIVERY?
Don’t worry if this is the case. If Royal Mail are delivering your order, if nobody is available they will leave behind a little red card advising they’ve attempted to deliver your package, and you’ll simply need to contact them to rearrange delivery or pop along to your local collection office to collect your order. If we have sent your order using our trusted courier, you can log on to your tracking information and view your parcel details. From here, you will be able to contact our courier to rearrange delivery for a different day. Our main courier will attempt to deliver your parcel to your requested address twice. If they are unsuccessful in delivering your parcel twice, this will be held for 7 days at your local hub and delivery can be rearranged again for an agreed date. If no contact has been made after 7 days, your parcel will be returned to us and a charge of £19.00 will be incurred, so we recommend you contact them pronto to reschedule your delivery or contact us and we can rearrange this for you.
7. WHAT DO I DO IF MY ADDRESS DETAILS ARE INCORRECT?
Do not panic! Simply contact us on 0115 945 2751 or email email@example.com stating the errors on your order together with the corrections and we will get this amended promptly for you.
8. MY ORDER HASN’T YET ARRIVED. WHAT DO I DO?
If you haven’t received your order within 7 working days of you placing it, please contact us immediately so we can investigate this for you with our couriers. It may just be the postman has been held up delivering your order as there are unfortunately many factors that can delay mail, so please be patient. Whatever happens, we can resolve your issue. Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.
9. DO YOU SHIP INTERNATIONALLY?
We offer a limited international service within Europe through our website, providing a 5 to 7 day delivery service with our chosen couriers. Similarly to our UK postal charges, we calculate postage based on the total weight of your order. Therefore, the more you order, the more discount you receive on your postage.
Channel Islands (Jersey, Guernsey)
0 to 1kg £2.25, 1kg to 1.5kg £2.95, 1.5kg to 2kg £4.45, 2kg to 30kg £14.00, 30kg to 60kg £25.00
Republic of Ireland
0 to 1kg £8.50, 1kg to 2kg £14.50, 2kg to 30kg £17.00, 30kg to 60kg £27.00
For a breakdown of International Postage Charges please contact us at firstname.lastname@example.org.
Still have questions regarding your delivery? Feel free to contact us on 0115 945 2751 or email email@example.com where we’ll be happy to help.
Personal Delivery Service for Nottingham Customers
If you live locally to West Bridgford, Nottingham you can place your order online or over the phone for a free personal delivery service by a member of our team, or to collect direct from Purely Pet Supplies Ltd. Our free personal delivery service is available to customers living in the NG2 7, NG2 6 or NG2 5 postcode areas as well as the NG13 9 postcode area (specified delivery dates for this area). For collection or delivery within Nottingham please allow 3 working days for delivery/to collect. However, in some instances it could be same day, so if you’d like to check your expected availability date for your order, feel free to give us a call and we can give you an approximate time that your order will be ready.
If you live outside the Nottingham area but are passing through and wish to collect, please call us on 0115 945 2751 to place your order.
Please note, our personal delivery service is available Monday to Friday only, unless agreed prior to your order being placed, excluding Bank Holidays. For further information on this service, please do not hesitate to contact us.
Returns and Damages
We thoroughly check and carefully pack all of our orders and we hope they arrive in perfect condition. However, if you wish to return a product for whatever reason or this has arrived damaged or faulty please let us know within 14 days of ordering so we can arrange a return for your item. To receive a full refund, please ensure the item has not been used and still has its original packaging intact (unless faulty).
1. I HAVE AN ITEM THAT ISN’T SUITABLE. HOW CAN I RETURN THIS?
It can happen where you order an item and its the wrong size, doesn’t fit or is no longer needed. To return your item, please follow the simple steps below:
1) Email us at firstname.lastname@example.org to notify us of your return. Please include within this email your order number, products to be returned and reason for return.
2) Once your return has been authorised you will be allocated an RMA number (Returned Merchandise Authorisation) which will need to be stated clearly on a piece of paper within your parcel.
3) Pack your item(s) to be returned and your RMA number up securely.
4) Post your item back to us at the address below. We recommend all returns get sent on a tracked service as we cannot be held responsible for items going missing. We also recommend you obtain proof of postage through your chosen courier. This is free of charge at the Post Office, and is required should your item go missing. Please ensure your address is somewhere on the outer part of the parcel as this will help Royal Mail if they are unable to deliver the parcel to us for whatever reason. As soon as we receive your item back, we will issue a full product refund to the card with which you made your purchase, or refund to your PayPal account where applicable.
Please ensure all items that you are returning for a refund are sent back to us and received by us within 21 days of your order date.
Purely Pet Supplies Ltd (Returns)
14b Ludlow Hill Road
Please note, if you have purchased an item that has been sent directly from the manufacturer (Wagytail, Danish Design, Gor Pets) and wish to return the item please do not post this to the address above as our returns procedure is different for these two brands. Please follow stage one of the returns process only. All other returns details will be provided upon receipt of your email/telephone call.
2. HOW LONG DOES IT TAKE TO GET A REFUND?
We process returns daily Monday-Friday. As soon as we receive your return back, ensuring all the relevant information is within the parcel for us to issue a refund and there are no problems with the product in question, your refund will be issued immediately. Please note, refunds are subject to standard bank clearing times and depending on the method of payment you used and to which we have refunded, it may take up to 7 working days.
3. I’VE RECEIVED MY DELIVERY, BUT PART OF IT IS DAMAGED OR DEFECTIVE. WHAT SHOULD I DO?
We’re really sorry you’ve had a damaged delivery. If all or part of your order is damaged or defective in any way, please get in touch with us as soon as possible so we can arrange a return for this item and/or a replacement if required. We reserve the right to inspect the product and determine whether or not we consider the item to be defective. If we find that it is, you will receive a full refund or replacement once the goods have been received back. Returns for these reasons are free of charge so you will not have to pay for postage.