UK Order payments:
Orders will be dispatched upon receipt of cleared payments: The quickest way to pay is by credit or debit card using PayPal or online bank transfer.
If there is likely to be any delay then we would notify you of this as soon as possible and offer the option of cancellation with full refund or agree a revised time for delivery.
UK Order Delivery:
Most orders are sent via courier such as Hermes for small items. Bulky items such as hay and straw are normally sent via City Link and small, non-bulky items such as leads and harnesses, chews and toys are usually sent via Royal Mail.
Scottish Highlands: Heavy or bulky orders to be sent to those lucky enough to live in northern Scotland and the offshore islands (AB31-38, AB40-56, HS, IV, KA27-28, KW, PA, PH17-26, PH30-34 and ZE postcodes), Isle of Man, Channel Islands and Northern Ireland may now attract a postal surcharge and an invoice will be forwarded for any additional postal charges due (you will, of course, have the option to cancel the order). Smaller items can be sent via Collect+ or UPS Shop to Shop for collection from a local convenience store to provide the most economical service.
Northern Ireland: Small non-bulky items under 10kg sent to Northen Island will usually be sent via Collect+.
Your order will be dispatched to you as quickly as possible within 1-3 working days of receipt and most will be delivered within 2-5 working days but once orders have been posted we have no control over delivery schedules. During our 'Sale' periods, dispatch can be a little longer due to additional order volumes.
Orders sent via courier, including Shop to Shop can normally be tracked online.
If your order sent via Royal Mail doesn't arrive within 2 weeks, please check it hasn't been left with a neighbour. If not, please contact your local delivery office because it will probably be waiting there for you to collect. Overseas orders could take 10 working days depending on the postal service in your own country.
If you are out at delivery time, Royal Mail should leave a card asking you to rearrange delivery or collect from your local delivery office. Re-delivery can also be arranged online.
UK Orders sent via courier:
We dispatch most orders over 1kg via courier and a signature will usually be required upon delivery for orders sent via courier. (Orders can also be sent to a local convenience store in your area, using the Shop to Shop service)
If you are likely to be away from home at delivery time then orders can be delivered to your work address, left with a neighbour or collected from the courier's depot. Alternatively you can request the Shop to Shop service for delivery to a local convenience store to collect during their long daily opening hours, 7 days per week.
Items can be left in a safe place at your risk - please state at the checkout where orders may be left safely and this instruction will be passed on to the courier.
Couriers charge for subsequent re-deliveries at £6-10 for each re-delivery and an invoice will be forwarded to you for any re-delivery fees you incur.
IMPORTANT: Please examine your order carefully to ensure it is complete and in good condition before signing as 'Received in Good Condition' because claims for damage or missing items cannot be made later if you have signed that your order was received in good condition or if it was left in your designated safe place. (This is a standard term imposed by all couriers.)
Loss or Damage in Transit
Royal Mail: All items we send via Royal Mail are insured against loss or damage. If an order delivered via Royal Mail should arrived damaged then it is often quicker for the recipient who holds the damaged goods to make the claim using this form. We can make the claim on your behalf and once the damaged item has been inspected, Royal Mail will then reimburse us - a process which can take 3-4 weeks. It is normally faster for the recipient to make a claim for damaged items direct and you will receive compensation direct from Royal Mail - this process usually takes 1-2 weeks. We are equally happy to pursue any claim for you but this takes longer because Royal Mail will be liaising with two parties instead of just the claimant. Any damaged items must be retained for inspection by Royal Mail. Royal Mail will contact you to arrange inspection and/collection of any damaged goods.
UK Lost Orders sent via Royal Mail: If your order doesn't arrive within 2 weeks, please contact your local delivery office because it will probably be waiting there for you to collect. Most 'missing' orders are usually found awaiting collection at the delivery office! If an order remains uncollected then it will normally be returned to us after 3 weeks. We will then charge the postage cost plus PayPal fee to resend it back to you or, if you cancel your order, will refund the order value less the outgoing p&p cost. In the unlikely event that your order sent via Royal Mail fails to arrive within 15 working days (UK only) after the expected delivery date it can claimed for online at from the Royal Mail website. We can make claims for lost items on your behalf and submit our proof of posting with the claim. You will be required to sign a Declaration of Loss in order for claims to be processed and a refund made. A claim for loss can only be made if you have given us your correct delivery address.
UK Delivery Charges:
All UK standard orders, including Shop to Shop, are charged at £5.95