Delivery Information

Jubilee Bank Holiday Delivery Update

Please note that due to unusual bank holiday dates surrounding the queen’s jubilee celebrations (2nd-5th June 2022) our warehouse and customer services team will be working reduced hours. To ensure your order arrives before 2nd June, please order before 3pm on Monday 30th May using our next day delivery service. Any orders placed after this time cannot be guaranteed until Tuesday 7th June at the earliest with our next day delivery service.

Should you have an issue with your delivery, please note responses will take longer than usual due to the bank holiday. We thank you for your patience.


Delivery Costs

We offer free UK Mainland delivery for non-bulky orders over £44.  

For non-UK Mainland addresses including Scottish Islands, Scottish Highlands and Northern Ireland, a charge of £19.99 will apply.  

We offer a next working day delivery service for UK mainland addresses when orders are placed before 3pm Monday-Friday (excluding bank holidays) at a cost of £7.99 for orders under £44. For orders over the value of £44, next working day delivery charges are £2.99.


Delivery Addresses

We’ll deliver to your home or work address, whatever’s easiest for you. However, we can only currently deliver to valid street addresses and cannot currently deliver to P.O. boxes. 


Frozen Products Delivery Costs & Information

Delivery rates for our frozen products are based on next day delivery due to the perishable nature of these products and therefore will incur a £7.99 delivery charge for orders under £44 and £2.99 for orders above £44. Orders must be placed before 3pm otherwise your order will be fulfilled and dispatched the next working day.

Frozen products will be delivered the next working day and you must be available to accept the goods within those times.  If you are unable to accept the goods and the goods are returned to our warehouse, due to the perishable nature of these products we are unable to provide a refund.

 

Delivery Days

Please note that we do not deliver on Saturday, Sunday, Monday, or public holidays including but not limited to Good Friday, Christmas Day, Boxing Day, and New Year’s Day. Orders received on these days will be dispatched on the next working day. If you have any concerns about when your order will be received, please feel free to contact us. Orders following bank holidays can take an extra day due to the higher level of parcels our couriers have to deliver. 

If you are not available to sign for your delivery and have left delivery instructions to that effect when placing your order, you will be deemed to accept the full risks of receipt of those goods. In this instance, in the event of a dispute, proof of delivery will be constituted by proof that our van driver has acted upon those instructions.

 

What happens once my order has been dispatched?

Pets & Friends will email you once your order has been dispatched & collected by our courier. You will then receive a further email and/or text message from the courier once your order has been tracked in to your local depot.

 

What happens on the day of the scheduled delivery?

You will receive a further email and/or text message as soon as your parcel is out for delivery. 

Please note: That in times of extreme weather and other events out of our control, delivery times may be affected, we will aim to inform you of any disruption as soon as possible.


Do I need to sign for the delivery?

Please remember that deliveries will need to be signed for unless you have advised otherwise when opting for your parcel to be left in a safe place. It is your responsibility to ensure that you are home or are able to collect the item from the courier’s depot if they were unable to reach you at home.

 

What happens if I miss my delivery?

The courier should leave a ‘Sorry We Missed You’ card, they will also let you know via email and/or text message straight away so you can rearrange your delivery wherever you are so you don’t have to wait until you get home. 

Bulky Items

Some items or orders that are unusually heavy or very large can be considered bulky by our delivery carriers and therefore cannot be shipped using our free shipping services. These products will not be eligible for free shipping and will incur a shipping charge. Products that are considered ‘bulky’ will be clearly marked and the delivery charge will be applied before you complete the checkout.

 

Bulk Orders

Orders over a certain size and weight will sometimes need to be shipped on a pallet. If you wish to place an order for feed in bulk, please get in touch with us at customerservices@petsandfriends.co.uk and we will be happy to discuss delivery options.

 

Frozen Products Order Cancellation Policy

All orders can be cancelled at any time up until 08.00am on the day prior to the day of delivery. We regret to advise that after this cut off time, we are unable to accept any cancellation of orders containing frozen products due to the perishable nature of these products. 

The easiest way of cancelling an order is to contact us via email at customerservices@petsandfriends.co.uk and must include the subject line ‘Frozen Order Cancellation’ 

This cancellation policy does not affect your legal rights, for example if goods are faulty or misdescribed.