Our STANDARD delivery charge to Mainland UK is capped at £8.00+ Vat per order (small items will be less than this amount) Please note multi orders of reusable whelping boxes will be charged per box.
Orders are generally despatched within one working day.
Relatively small and low weight items are generally shipped via Royal Mail 48hrs tracked service, larger items that require a courier service are generally delivered within approximately 1 to 3 working days.
You should allow up to 5 working days for all deliveries. If you have not received your item(s) by then please contact us so we can look into this for you.
IMPORTANT: Our Couriers are generally used to deliver items such as the Whelping Boxes, Puppy Pens, etc – Please inspect the packages BEFORE signing for them. We cannot make a claim against the couriers for damaged goods if you have signed and accepted them as in good condition.
Where possible please provide us with a mobile telephone number – Our Couriers will then be able to send you a text advising your delivery date/time window if possible (Please note this is an estimation and not always accurate) You will also have the opportunity to alter/re-arrange delivery for a more convenient date/time.
Where a mobile telephone number has not been supplied you will receive an email confirmation from the couriers with the expected delivery date/time of your order (As above).
We would prefer to know if your order can be left with a near friend/relative or neighbour or in a safe and (most importantly) DRY place. However should you wish to have it left in a safe place you must be prepared to accept all risks such as theft, damage, any delivery error made by the courier, etc.
If you have not stated that your order can be left it is your responsibility to ensure that someone is available to receive and sign for the delivery. We will ONLY instruct our couriers to leave your item in a “secure, safe & dry” place upon your instruction, a neighbour will automatically be tried by the courier if they feel it is appropriate. If your order is to be left at your request you are deemed to have accepted the risk of theft of your items from said “safe” place and any damage that may have been caused or be caused. Petnap Limited and/or our preferred carriers will NOT be liable for any missing parcels where the courier has provided us with details of where it has been left. If we are instructed to leave your item in a “safe place” by yourself or with a neighbour, Petnap will take no responsibility for any damage caused to your item from being left at said “safe place” or neighbour it becomes your responsibility from that point onwards to ensure the item is protected from damage that can be caused by elements such as the weather or 3rd parties. By placing an order and accepting our terms and conditions you have agreed to allow our preferred couriers/delivery service to enter your property to make said delivery of your order. Damage caused by the couriers/delivery service, to your property, such as damage to gates/plants/fencing etc is at your own risk and Petnap Limited accept no responsibility for this.
PLEASE NOTE: If you have not received your order within 3 working days or you have been carded please check to see if it is being held at a local depot or by a neighbour. If it is being held at your local depot please follow the on screen instructions to arrange/re-arrange delivery or collection.
The couriers will only “hold” your order for 5 days before returning it to us unless they hear from you, and will only attempt to deliver your order up to a maximum of 3 times.
We are charged for all returns. If we have to re-send your order to you, you will be expected to pay for the cost of re-sending it and we reserve the right to charge you the return fees which we would have incurred. (In all cases where we have valid tracking to state that your order has been delivered, but you dispute this, you are asked to seek a refund for your order through your card issuer, we will not issue a refund or replacement in this scenario)
Your item must be checked within 48 hours of arrival to ensure everything is ok, any breakages or missing parts should be notified to us with in this 48 hour period for us to be able to resolve it for you, even if you don’t intend to use the item straightaway we advise you to check it with in this time, if you choose not to do this we will be unable to rectify the issue of damaged or missing parts after this time and any return requests will be refused.
Multiple items maybe packed into single larger outer boxes, this is to save on time and delivery costs. Petnap do this because in most cases we pay more to ship your items to you than the actual delivery charge you have paid to us.
Orders can be collected from us. Time of collection will need to be agreed prior and can only take place during normal working hours, note that cash is the only form of payment accepted when collecting, if you place an order online it will be sent out by default and will no longer be available to collect.
ADDITIONAL DELIVERY TERMS FOR: HIGHLANDS / ISLANDS / NORTHERN IRELAND / CHANNEL ISLANDS
This includes but is not limited to the following postcodes:
AB31-38, AB40-56, HS, IV, KA27-28, KW, PA20-78, PH4-50, ZE, BT, GY, JE, IM, TR21-25, PO30 UPWARDS
If your postcode falls into the above list please select the correct delivery zone from the country drop down at check out.
Please note: If the wrong shipping zone/charge has been selected at check out this will automatically change to the correct shipping zone and the subsequent charge when the order gets received by our system, however we would advise that you select it correctly at check out as failing to do this may cause delays in the despatching of your order. The standard charge for the Highlands/Islands/North Ireland/Channel Islands is £15.75+ Vat, (smaller items will be less than this) (This will be higher if multi reusable whelping boxes are ordered)
PLEASE NOTE CUSTOMERS SHOULD ALLOW EXTRA DELIVERY DAYS FOR THESE AREAS IN SOME CASES UPTO 10 DAYS.
Where possible we will despatch using Royal Mail 48hrs tracked service so that NO additional carriage charge is required. We are however, unable to offer this option on our larger, heavier items (this includes but is not limited to, Whelping Boxes, Puppy Pens, Hidden Cat Litter Trays, Whelping Kits, Plastic Pet Pods, Catac Heated Beds and Multiple Heat pad orders)
ADDITIONAL DELIVERY TERMS FOR: INTERNATIONAL ORDERS:
Our website will give you an indication of the carriage charge for your order. Please note this is a guide price only – we will contact you via email in the event that the carriage guide price is insufficient. You will then have the opportunity to either cancel or proceed with your order. (ORDERS RETURNED FROM INTERNATIONAL COUNTRIES FOR ANY REASON OTHER THAN RECEIVED DAMAGED WILL NOT HAVE THE INITIAL POSTAGE OR RETURN POSTAGE REIMBURSED) All damages must be notified to us via email with in 48hrs of delivery.
Payment is ONLY pre-authorised by the payment gateway, NO payment will be taken until we have received confirmation of your acceptance of the carriage costs.
PLEASE NOTE INTERNATIONAL CUSTOMERS SHOULD ALLOW EXTRA DELIVERY DAYS SOME AS MUCH AS 25 DAYS.