Loading... Please wait...

Categories

Delivery and Returns

General Delivery Information

Delivery Options

Free Delivery

International Delivery

Returns Information

 

Christmas Delivery and Closure Dates

Our warehouse will be sending out orders up to and including Friday 20th December 2012 and will then be closed until 2nd January 2013.  The website will be open for orders during the Christmas and New Year period but orders will not be dispatched until 2nd January 2013.

Last dates for Royal Mail postage on First Class signed for service will be Thursday 20th December, although please note this isn't a guaranteed service for delivery before Christmas.  We would therefore recommend that all orders required for Christmas are placed no later than Monday 17th December to ensure safe delivery before the Christmas period as the mail and courier networks can be particularly busy at this time of year.


Delivery

At Pet365 we are constantly looking at ways to keep the postage and packaging costs as low as we possibly can.

In order to provide the best value for money, we charge our shipping rates based on the weight of the items you need and we have a choice of delivery methods, to suit your needs and budget.

Delivery charges are calculated in the shopping cart and the different delivery options made available for selection.

Standard Delivery (3-5 working days)

Our most popular choice delivery method, this provides excellent value for money and reasonably fast delivery. Lighter orders are sent out via First Class Mail and the bulkier items via our 2-day courier service.

Expedited Delivery (2-3 working days)

Need your items a little faster? Our expedited service makes your order a priority for dispatch from our warehouse. Sent out via First Class Sign For Mail or 24 hour courier service, depending on its weight, you can expect to receive your order in 2 to 3 working days. This option is only available to our UK Mainland customers.

 

Most orders received before 1pm are processed the same day (assuming we have the stock available), otherwise the orders are processed the following day. You should be aware that some items are sent directly from the manufacturer and are not held in stock. This is done to provide our customers with the broadest choice on sizes and colours of specific items. For these items separately quoted delivery timescales are made available in the product’s description.


Free Delivery for Orders Over £35

All orders that are over £35 will qualify for free delivery.  This offer only applies to delivery to a UK mainland addresses.  Orders qualifying for free shipping will be sent out via second class post or 2 day courier depending on the weight.  This discount will automatically be applied at the checkout.

 

International Delivery

At Pet365 we embrace the global market and are happy to ship our products around the world. 

Lighter items can be sent via Airmail (5 to 7 working days) or tracked and signed for via Airsure (4 to 6 working days).  A number of European and Worldwide destinations are already set up on our system and for these you can place an order online immediately.

Shipping charges are calculated in the shopping cart and a choice of delivery service is available.

For larger items, or destinations that don't have shipping charges automatically available, please get in touch for a specific shipping quote.  Email us at info@pet365.co.uk for more details.


Returns

Pet365 hope that you are pleased with your purchase.  However, should you need to return an item to us please refer to the information below:-

Damaged or Faulty Items


Pet365 will pack your order carefully and do all that we can to ensure that it will not be damaged during transit.  However, should you receive an item that is damaged or faulty then please notify Pet365 within 7 days of receipt of your order by emailing returns@pet365.co.uk or using the ‘messages’ option within your account and Pet365 will happily arrange an exchange or refund.  

Items will be checked for damage or faults when received by Pet365 and once confirmed a full refund will be provided. 

 

Cancelling Your Order

If you would like to cancel your order then simply contact Pet365 by emailing orders@pet365.co.uk or using the ‘messages’ option within your account.  If emailing please quote your order number and the date of your order.  If your order has not been dispatched Pet365 will be happy to offer a full refund immediately.

If your order has been already been dispatched then please follow the procedure for general returns below.  

 

General Returns

If you have received your order and wish to return an item to Pet365 for any other reason then a notice of cancellation must be sent to Pet365 in writing, by email at returns@pet365.co.uk or by using the ‘messages’ option within your account within 7 working days of receipt of your order. 

You will then need to return any items to Pet365 within 14 days of receipt of your order.  Any items must be returned unused, with all labels and parts, in the original packaging and in the same condition as received.  If notice of cancellation is provided within 7 working days Pet365 will reimburse the value of the item ordered. 

Please note in the case of cancellations customers will be required to return items to Pet365 and will also be responsible for the postage costs of returning the order.  

If cancelled orders are not returned to Pet365 within 14 days, Pet365 reserve the right to arrange collection of the goods and charge the cost of collection to the customer.  Pet365 also reserve the right not to provide a refund where goods are not returned.  A refund will only be provided where goods are returned in a re-saleable condition. 

If an order is returned to us because there was no one at the shipping address to take receipt of delivery, or no collection was made from the courier/Royal Mail of any undelivered items, Pet365 reserve the right to refund the order minus the delivery charge for sending, and returning the item to us.  Should the customer require the item to be resent, Pet365 reserve the right to charge an additional shipping charge to do so.

Should the customer refuse delivery and the item is returned to us, Pet365 reserves the right to refund the order minus the delivery charge for sending, and returned the item to us (assuming there is no fault on the part of Pet365).

 

Ordered the Wrong Size?

The breed size guides provided for products such as collars and clothing are for guidance only.  Pet365 cannot guarantee that these guides will be correct for all animals, as all pets are individual. 

If you do require assistance with choosing the correct size product for your pet then please contact us at info@pet365.co.uk or on 01525 229474.  Please ensure that you measure your pet carefully before contacting us so that we are able to assist you. 

Pet365 are happy to offer an exchange service if you have ordered items in an incorrect size.   If you do require exchange of an item then you must contact Pet365 by emailing returns@pet365.co.uk or using the ‘messages’ option within your account within 7 working days of receipt of your order.

Customers will be responsible for returning items for exchange and also for the postage costs of returning items.  Such items must be returned to Pet365 within 14 days.

Please note that refunds will only be processed once goods have been received into our warehouse and will be processed within 14 days of receipt of returned items.


For customer protection Pet365 recommends that all returned items should be sent by registered or recorded delivery as Pet365 cannot be held responsible for any losses caused as a result of the postal system.

 

All returns must be sent to Pet365 (Returns Dept), Brook Farm, Crewe Road, Wheelock, Sandbach, Cheshire, CW11 3RZ.