We want you to know what to expect when ordering from My Pet Stuff. Please review the delivery information available for your order before completing your purchase. If you have a question, email russell.dolman@btinternet.com.
Delivery options and shipping charges
Review the delivery options and applicable shipping charges displayed at checkout for your address. Charges may depend on your destination and the items in your order. Please check the total before placing your order. If no delivery option is available, contact us before ordering to clarify whether delivery is possible.
Processing and delivery estimates
Refer to any dispatch or delivery estimate supplied at checkout or in your order communications. Delivery estimates are not guaranteed dates unless we expressly agree otherwise. If you need an item by a particular date and no estimate is provided, contact us before placing your order.
Where UK consumer law applies, goods will be delivered within the agreed timeframe or, if none has been agreed, without undue delay and normally within 30 days, unless another period has been agreed. Your statutory rights concerning delivery remain unaffected.
Checking your delivery address
Please check that your delivery address, postcode, and contact details are correct before completing checkout. If you notice an error, contact us promptly with your order number and the correct details. We will explain whether an amendment is still possible. Address changes cannot be guaranteed after dispatch.
Dispatch and delivery updates
Check your order emails for any dispatch or tracking information supplied. If you cannot find an update, or need assistance understanding it, contact us with your order number and the email address used at checkout.
Delayed or missing parcels
If an order has not arrived when expected, check any available delivery updates and contact us. We can investigate with the delivery provider and arrange the appropriate next steps. You do not need to resolve a delivery dispute with the carrier yourself before contacting us.
Nothing in this policy limits your rights concerning late or undelivered goods. Where applicable law requires a replacement, refund, or another remedy, we will arrange the appropriate resolution.
Damaged or incorrect deliveries
If an item arrives damaged or you receive an incorrect item, contact us with your order number and a description of the issue. Photographs of the item and packaging can help us investigate, but are not a condition of your statutory rights. Keep the item safe while we arrange the next steps.
International delivery
If international delivery is offered for your address, review the checkout information and applicable import requirements before ordering. Taxes or duties collected at checkout will be shown there. If it is unclear whether additional destination charges may apply, contact us before placing your order.
Responsibility for your order
Where UK consumer law applies, goods remain our responsibility until they come into your physical possession, or that of a person you nominate, subject to applicable legal exceptions. This policy does not exclude mandatory consumer protections.
Returns
For cancellation, return, and refund information, please read our Refund Policy or contact us. Obtain the correct return instructions before posting a parcel. Our correspondence address is not automatically the return destination, and your statutory cancellation rights are unaffected.
Need help?
Email russell.dolman@btinternet.com with your order number and a brief explanation of your delivery enquiry. Never send full payment card details or passwords by email.