Shipment & Returns

Shipping Schedule

We aim to ship all orders received by 3pm the same day, Monday to Friday (subject to stock availability).

All orders ship via Royal Mail or DPD from the UK, USPS Priority Mail or UPS from the US.

For our customers in the United Kingdom, please anticipate a delivery window of 3-5 working days. For our European Union customers, your orders should reach you within 5-7 working days.

Please note that these times are approximate and may vary depending on your specific location and other factors.

Our team is committed to providing you with a smooth shopping experience, and we’ll do our best to ensure your order arrives as swiftly as possible.

 

UK Delivery Options

The following shipping methods are available for orders shipping within the UK*:

Tracked and Signed

You can track your order at http://track.royalmail.com or http://www.dpd.co.uk using the tracking number provided in your shipment notification email.

If your parcels are delayed and you have a Royal Mail tracking number, please contact Royal Mail directly for assistance. If you receive a card indicating that Royal Mail attempted delivery, please contact Royal Mail immediately using the details on the calling card.

 

Europe/International Delivery Options

The following shipping methods are available for orders shipping outside the UK*:

Royal Mail International Tracked & Signed Delivery
DPD

Animal pellets and dog chews ship from the US. Orders for these products shipping outside the US will be sent via UPS International.

The expected delivery dates can change when customs are inspecting any parcels.

Please note we cannot deliver to the following destinations:

  • Iowa, USA
  • Hawaii, USA
  • Mississippi, USA
  • Idaho, USA
  • Kansas, USA
  • South Dakota, USA
  • Alaska, USA
  • Idaho, USA
  • Kansas, USA
  • Louisiana, USA
  • Missouri, USA

Lost or Undeliverable Orders

If your order is lost in the mail, we will send you a replacement according to the timescale designated by the chosen courier for items to be considered lost.

If your order is damaged we will send you replacements for the damaged items immediately.

If your order is returned to us due to insufficient or incorrect delivery information being supplied to us by you or through the goods being otherwise undeliverable through no fault of our own, we may, subject to discretion, charge a redelivery cost equivalent to the cost of redelivery + a 20% administration fee. Please ensure that you give us correct postal information and that you accept delivery or collect your items in a timely manner to avoid redelivery costs.
All orders are sent with proof of postage and insurance. If you do not receive your order within the stated times, please contact us and we will investigate and, where appropriate, resend your order. Please note that all deliveries are made via third parties and are subject to their terms and conditions. Although we make our best efforts to get your order to you as quickly as possible we are not able to guarantee levels of delivery service and timescales for delivery.
If we are aware of any delays in delivery times we will contact you immediately. You may cancel your order without cost up to the point that you receive confirmation that your order has been dispatched.

Returns

Once an order has been shipped, you may return the goods within 30 days of receipt. Goods must be unopened with seals intact. If an item has been used/opened, we cannot accept a return due to potential denaturing of the product.

To cancel or return goods, please contact us via email quoting your order number to request an RMA number and return instructions.
Warranty

Please refer to ‘best before’ dates on product packaging to determine product life. However, we guarantee a minimum of 6 months shelf life from when the product is shipped.

Returns Address: Industriestrasse 23 8962 Bergdietikon Switzerland