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Please note we are currently unable to ship outside of the UK due to the difficulties arising post Brexit. Apologies. 

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Delivery & Returns

DELIVERY INFORMATION

These terms and conditions apply to orders made on the Healthful Pets website or by telephone.

GENERAL INFORMATION

Under normal circumstances, all orders placed before 3.30pm* will be dispatched the same working day. Orders placed after 3.30pm* will be dispatched on the following working day. *Courier deliveries have an earlier cut off (see below).
 
Saturdays, Sundays and all Bank & Public Holidays are classed as non-working days and orders will be dispatched on the next working day.
 
Email notification will be sent once your order has been dispatched. Please double check your delivery address is correct and contact us straight away if not.
 
If in the unusual situation there is an issue with your order, such as an item is unexpectedly out of stock or there is an issue with delivery, we will make contact with you. In these instances, we will keep you update via email or telephone to confirm the progress of the order. 
 
If in the unlikely event that there is discrepancy with your order, please contact us as soon as possible. If this is our error, we will arrange for collection of the incorrect item. Only once we have received confirmation that the incorrect item has been collected from Royal Mail, will we despatch any replacement item. 
 
Please note that if in the unusual situation that tracking records show that delivery has been made but that you are disputing this, we would pursue the matter on your behalf and liaise with the appropriate shipping provider such as Royal Mail or DPD to investigate the matter fully. In this instance you must notify us as soon as possible after you have received notification stating that delivery has been made, when in fact non receipt has occurred. Please notify us with 7 days. We will also ask you to sign a Non-Receipt Declaration to confirm non receipt. 
 
  • Claims with Royal Mail must be made with 7 days of the expected delivery date
  • Claims with DPD must be made within 7 days of the expected delivery date

 

SUMMARY OF UK DELIVERY INFORMATION (Please note that the delivery time is from the date of dispatch and not from the date your order has been placed)

 
Please note that we do not send orders addressed to a HOTEL address or POST OFFICE address, unless prior arrangement has been made with us. 
 

Orders under £44.99 (and under 3.5kg)

Customers have the option of :-

  • Shipping with Royal Mail Tracked 48 (typically 2 days but can take 4 days) at £3.49
  • Shipping with Royal Mail Tracked 24 (1-2 days) at £4.99.
  • Shipping with DPD Next Day Courier service at £7.99 [see below for exceptions] (please note this is a next day service, but from time to time this can take 2 days) 
  • Saturday delivery - with DPD £16.99

 Orders over £44.99 (and less than 3.5kg) are sent free of charge using Royal Mail 48 Tracked. There is however the option to upgrade to Royal Mail Tracked 24 for £1.49 or use a DPD Courier at £4.99

Orders over £130 will be sent with DPD or Royal Mail Tracked 24 

Click & Collect - free You are welcome to collect your order from our offices at Northwich, Cheshire (CW9 7TN). Office hours are typically 9.00 – 4.30 but often we are here later, so it is recommended to ring ahead. Tel: 01565 745463.
 
Orders over 3.5kg will need to be send with DPD as we are unable to ship heavy items with Royal Mail. DPD will attract an additional shipping charges – see below for more information.
 
Please be advised that during busier periods, such as Christmas and Black Friday, parcel deliveries may take longer to be delivered.
 
DPD Courier: All orders over 3.5kg will be shipped via DPD as follows:-.
 
- UK Mainland, next working weekday delivery is £7.99
- UK Mainland, Saturday Delivery is £16.99
- Special UK Postcodes* two-working day service is £16.99 [* Special UK Postcodes include Highlands Islands, Isle of Wight as follows: AB36-AB38, AB55-AB56, FK17-FK21, IV1-39, IV52-54, IV63, KW 1-14, PA21-PA40, PH19-PH26, PH49-50, PO31-PO41)
- UK Offshore, including the Scottish Islands (HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1) £16.99 
- Northern Ireland - £15.49
- Isle of Man - £16.99
- Scilly Islands, Channel Islands - £22.75
 
We are currently unable to ship to the Republic of Ireland with DPD Courier.
 
General Rules for DPD
 
Under normal circumstances, all orders placed before 1.30pm will be dispatched the same working day. Orders placed after 1.30pm will be dispatched on the following working day. Orders placed after 1.30pm on a Friday will be dispatched on the following Monday for delivery on Tuesday (or Wednesday for UK special postcodes). This also applies to orders received after 1.30pm on a Thursday.
 
Saturdays, Sundays and all Bank & Public Holidays are classed as non-working days and orders will be dispatched on the next working day.
 
Your order will be fully trackable, and you will receive a text and email (if supplied) when your order has been dispatched, and on the day of delivery you will receive an estimated 1-hour delivery window, with alternative options if you are not in.
 
We reserve the right to switch this service to Royal Mail Special Delivery Next Day, in exceptional circumstances.
 

We are currently unable to ship internationally. 
 

DELIVERY INSTRUCTIONS

If you have any specific instructions for delivery please email: [email protected] or call us on: 01565740777.

USE OF GOODS PURCHASED

You warrant to us and guarantee that before you use any item that has been purchased from us, that you will:-

  • Ensure that the items delivered match those ordered by you
  • Ensure that you have read and understand any information on our website and / or that are supplied with your order regarding their correct usage
  • That you are legally allowed and that you are competent to use the items safely
  • That you will contact us, before using any products, if you are unsure about anything on 01565 740777


YOUR CONSUMER RIGHT OF RETURN AND REFUND

Healthful Pets do hope that you and your pet are happy with the products that you have purchased. For information on how to return goods please refer to Clause of our Terms and Conditions.