Our delivery days are Monday to Friday and exclude all UK Bank Holidays. Orders received on Bank Holidays will be dispatched on the next working day.
Delivery Information
We will deliver to your home or work address, whatever is easiest for you, however, we do only deliver to valid street addresses. Unfortunately, we do not currently offer delivery to P.O. boxes.
Delivery Options
Click & Collect - Free
We offer free 1 hour click & collect across all our stores. Please remember to bring ID upon collection.
Standard Delivery - £4.99
Available to mainland UK addresses when orders are placed before 3pm Monday – Friday (excluding bank holidays).
£4.99 for orders up to £68.99 and FREE for orders over £69.
Next Working Day - From £5.99
For non-bulky orders, we offer a next working day delivery service to mainland UK addresses when orders are placed before 3pm Monday-Friday (excluding bank holidays) at a cost of £7.99 for orders under £68.99. For orders over the value of £69, next working day delivery charges are £5.99.
Repeat & Save - Free
Your initial delivery charge will be as per our standard delivery charges above. We offer free delivery on all orders over £35 for our Repeat & Save customers. For any Repeat & Save orders below £35 you will be charged the standard £4.99.
Frozen - From £5.99
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 £68.99 and £5.99 for orders above £69. 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. Due to the perishable nature of these products, if you are unable to accept the goods and they are returned to our warehouse, we are unable to provide a refund.
All orders can be cancelled at any time up until 08.00am on the day before delivery. We regret to advise that after this cut off time, we are unable to accept any cancellation of orders. The easiest way of cancelling an order is to contact us on 0115 9399077 or 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.
Bulky - From £4.99
Items which are unusually heavy or very large are considered bulky by our delivery carriers and therefore cannot be shipped using our free shipping services. These products are not eligible for free shipping and will incur a shipping charge based on weight of the parcel. These orders are usually delivered in 3-5 days.
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 0115 9399077 or customerservices@petsandfriends.co.uk and we will be happy to discuss delivery options.
Light & Large - from £11.99
Items which are large in dimensions but light in weight are considered Light & Large by our delivery carriers and therefore cannot be shipped using our free shipping services.
These products are not eligible for free shipping and will incur a shipping charge based on weight of the parcel starting at £11.99. These orders are usually delivered in 3-5 days. Please get in touch with us at 0115 9399077 or customerservices@petsandfriends.co.uk and we will be happy to discuss delivery options.
Ireland and Northern Ireland
Unfortunately, we do not currently offer delivery to Ireland and Northern Ireland.
Delivery and Click & Collect FAQs
Do I need to sign for 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 are 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.
What happens when 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 into your local depot.
What happens on the day of 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.
How do i place a click & collect order?
Just simply add the products you require to your basket, proceed to the checkout and either log in as a returning customer or if you haven't shopped online with us before you will need to sign up. After this point you can select the store you wish to collect from, proceed through the checkout and we'll do the rest.
A selection of products on our site are only available for collection in store, and cannot be selected for home delivery, for example, frozen food items, live reptile food and some bulky items. Any items that are only available for collection in store are clearly flagged as being a "Store Only" item. Once at the checkout stage, if any of these items have been added to your basket you will only have the option to collect from your local store. Any products that you require for home delivery will need to be processed as a separate order.
Do i have to pay for delivery on Repeat & Save?
For our Repeat & Save customers delivery will be free for all orders over £35. Any orders under £35 will be subject to our standard delivery charge.
Please note on all initial Repeat & Save orders the standard delivery charge will apply.
How will i know if my order is ready for collection?
You will receive an email and telephone call when we have fulfilled & invoiced your order and it is ready to be collected from your chosen Pets & Friends store, we will hold your items in store for 7 working days before issuing you with a refund.
Can someone else collect my order for me?
Yes, this won't be a problem as long as the nominated person who is collecting your order can bring either a copy of your order confirmation email either printed or displayed on their smart phone, as well as being able to confirm the billing address which has been used for your order.
There is a problem with my delivery, What should I do?
If there is a problem with your order, please contact our customer service team at your earliest convenience. Email us at customerservices@petsandfriends.co.uk and please include your order number in the subject line.
Can I return items in my delivery?
If you are not 100% happy with your purchase from Pets & Friends, you can return it to the store you collected it from within 30 days of your order being collected. All goods must be returned unused, as new, in a saleable condition with the original packaging. Goods must be accompanied by a valid delivery despatch note. We reserve the right to refuse a refund if the item has not been returned to us in a sell-able condition.
You will be refunded the original price paid for the goods in question.
Can I exchange items in my delivery?
We understand that sometimes the product you have ordered might not be 100% right, whether it’s not the right size, style or colour for example. If you would like to exchange your item just get in touch with your local Pets & Friends store and we will sort the rest!
What are your non-delivery days?
Our delivery days are Monday to Friday and exclude all UK Bank Holidays. Orders received on Bank Holidays will be dispatched on the next working day.
