Shipping policy
Shipping & Delivery Policy
Last updated: August 2026
Thank you for shopping with Petz Shop. This Shipping & Delivery Policy explains how we process and deliver orders placed through our website.
Delivery Areas
We currently deliver to addresses within the United Kingdom.
Delivery availability may depend on your postcode and the delivery services available for your location.
If we are unable to deliver to your address, we will contact you as soon as possible.
Delivery Time
Our estimated delivery time is:
7–15 business days
Business days do not include weekends or UK public holidays.
The estimated delivery period begins once your order has been processed and dispatched.
Please note that delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control, including carrier delays, severe weather, peak shopping periods or other logistical disruptions.
Order Processing
Once your order has been successfully placed, you will receive an order confirmation at the email address provided during checkout.
When your order has been dispatched, you may receive a dispatch confirmation containing tracking information where tracking is available.
Please ensure that the email address entered during checkout is correct.
Delivery Charges
Any applicable delivery charges will be displayed at checkout before you complete your purchase.
Where free delivery is offered, any applicable conditions will be clearly displayed on our website or during checkout.
Tracking Your Order
Where tracking is available for your order, tracking details will be provided by email after dispatch.
Please allow some time for tracking information to become active after receiving your dispatch confirmation.
If you have difficulty tracking your parcel, please contact us at:
Delivery Delays
Although we aim to deliver all orders within the estimated timeframe, occasional delays may occur.
If your order has not arrived within the estimated delivery period, please check your tracking information first.
If there has been no tracking update or your order appears significantly delayed, please contact us at:
Please include your order number so that we can investigate the delivery.
Nothing in this policy affects any rights you may have under applicable UK consumer law where goods are not delivered within an agreed timeframe.
Incorrect Delivery Address
Customers are responsible for providing complete and accurate delivery information at checkout.
If you notice an error in your delivery address, please contact us as soon as possible at:
We will try to update your delivery information where possible. However, once an order has been processed or dispatched, we may not be able to change the delivery address.
If a parcel cannot be delivered because incorrect or incomplete information was supplied, additional delivery charges may apply where permitted by law.
Missed Deliveries
If nobody is available to receive your parcel, the delivery carrier may:
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Attempt delivery again;
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Leave the parcel in a safe location where permitted;
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Leave instructions for redelivery or collection; or
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Deliver the parcel to a local collection point.
The exact procedure depends on the carrier handling your order.
Please follow the instructions provided by the carrier or through your tracking information.
Lost Parcels
If tracking indicates that your parcel may have been lost in transit, please contact us.
We will investigate the issue with the relevant delivery provider and work with you to find an appropriate solution.
Damaged or Incorrect Orders
Please inspect your order when it arrives.
If your item is damaged, faulty or different from what you ordered, please contact us as soon as possible at:
Please include your order number and, where appropriate, photographs of the item and packaging.
We will review the issue and arrange an appropriate solution in accordance with our Returns & Refunds Policy and your applicable consumer rights.
Order Confirmation Emails
If you cannot find your order confirmation email:
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Check your junk or spam folder;
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Confirm that you are checking the email address used during checkout;
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Check your customer account, if you created one.
If you still cannot locate your confirmation, please contact us at contact@petzshops.com.
Your Consumer Rights
Nothing in this Shipping & Delivery Policy limits or excludes your rights under applicable UK consumer protection law.
Where a delivery timeframe has been agreed with you, we will aim to fulfil your order within that timeframe.
Contact Us
If you have any questions about your order or delivery, please contact:
Petz Shop
Email: contact@petzshops.com