COVID UPDATE 5th Jan 2021
As the country has now entered its 3rd national lockdown we are understandably operating with every possible procedure in place to maximise the safety of our staff which means it may take a little longer than usual to process and despatch orders. Similar health and safety requirements, backlogs and increased volumes may also affect the speed of some deliveries.
We emphasise again that we cannot guarantee any specific despatch or delivery dates but you can be confident we have excellent processes in place and will be doing everything possible to ensure every order gets to you as quickly as it possibly can in the circumstances.
We are currently despatching the majority of orders within 2-3 working days.
We work through Priority Tracked Orders first meaning the majority of these get despatched within 1-2 working days and then work through Standard Delivery orders on a first come, first served basis.
Our Livefood Breeders have higher demands and are doing everything with their power to despatch orders within 2-4 working days
Livefood is despatched directly from our breeders and the nature of the product means it may take longer during busy periods, our breeders are despatching orders as quickly as possible.
Please help us by ensuring orders are placed in as much time as possible, allow extra time for processing, despatch and delivery and being considerate when contacting our customer support team, delivery drivers or couriers.
The next few weeks look set to be the busiest and most challenging yet but we are confident that with your help and understanding continue to provide the best possible service for you and your pets during this difficult time.
- Any order containing Frozen Food - £9.99
- Any other order over £60 - FREE of charge
- Orders under £60:
- Small Parcels (<3kg) - £3.49
- Medium Parcels (3-20kg) - £4.99
- Large Parcels (20kg+) - £7.99
- Priority Tracked Delivery or DPD delivery available on select orders, see checkout for detail and pricing
Why we pack orders in multiple boxes
We ship our specialist products from multiple locations. These include livefood items which are packed and sent fresh from the Farm, Frozen Food from a temperature controlled facility, and 3 equipment warehouses which handle different types of dry goods. This ensures each type of product can be packed appropriately to keep its contents safe and secure.
This means orders may sometimes arrive with separate delivery services or drivers but will arrive on the same day in the majority of cases.
Updated on 7th Jan 2021, but effective retrospectively from 1st Jan 2021, we are not able to ship any order to Northern Ireland due to new labelling and customs requirements as a result of Brexit. We will review this ongoing but apologise for any inconvenience this causes in the interim.
If you are based anywhere else within the United Kingdom and your order can be posted by Royal Mail we should be able to ship to your address.
If you are based in the Scottish Highlands or Islands or any None Mainland UK destination and we cannot post your order by Royal Mail (e.g. it goes over our size or weight threshold or needs to be delivered by courier, e.g. frozen food, we regret we cannot currently ship orders to your location)
We can not currently ship any orders outside of the United Kingdom or to Northern Ireland.