Order Processing:

 

Orders are processed within 1-2 business days after payment is confirmed. Orders placed by 2pm on a business day are generally processed the same day and handed over to the courier. Once shipped, delivery is typically completed within the courier's 48-hour timeframe. Orders placed on weekends or bank holidays will be processed on the next business day. 

 

This may vary depending on availability, delivery location, weight, and courier.

 

Shipping Methods and Delivery Times:

 

We offer the following shipping options:

 

• Standard Shipping: Estimated delivery within 2-3 business days. Most deliveries are couriered using Royal Mail’s 48-hour service or DHL for bulkier items.

 

Standard Shipping Costs: 

Mainland UK 

Up to 2kg (Royal Mail) £3.99

Up to 10kg (Royal Mail) £6.99

Up to 10kg (DHL) £6.99

Up to 30kg (DHL) £7.99

Over 30kg (DHL) £9.99

Over £50 FREE 

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Channel Islands/Highlands 

Upto 10kg (DHL) £22.49

Upto 30kg (DHL) £31.99

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Northern Ireland

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Upto 10kg (DHL) £15.99

Upto 30kg (DHL) £19.99

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• Primary courier is Royal Mail and will be used where possible

 

• All shipping prices include VAT.

 

• Free shipping is available for orders over £50 (Mainland UK only).

 

• Bulky items (such as large bags of pet food or cat litter) may incur additional shipping charges or be excluded from free shipping. If your order contains such items, you will be notified at checkout. Bulky items may also arrive separately and take longer to deliver.

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**Product-Specific Shipping Offers:** Some products, such as our Roolo Dog Treat Dispenser, may qualify for special free shipping offers. When these items are purchased alongside other products, standard shipping rates will apply to the additional items in your basket.

 

Shipping costs are calculated at checkout based on your basket value, total weight, and delivery location.

 

Order Tracking:

 

Once your order is shipped, you will receive a confirmation email with a tracking number to monitor your shipment.

 

International Shipping:

 

We currently do not offer international shipping and only ship within the UK.

 

Damaged, Lost or Delayed Deliveries:

 

Unfortunately, we cannot be responsible for delays caused by the shipping carrier.  If your order is lost or delayed, please contact us at info@petzania.co.uk or call us on 0330 0432662 and we will do everything we can to rectify the situation.

 

If your items arrive damaged, please notify us within 48 hours, failure to do so may result in the item not being replaced.  If there is any damage to the box at all, please sign for ‘as damaged’ or do not accept the delivery.

 

Returns & Refunds:

 

If a delivery is refused or returned due to an incorrect address or non-collection, additional charges may apply. Please ensure your delivery details are correct at checkout.

 

Returns

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We want you and your pet(s) to be happy with your purchase.  However, if you change your mind you can return your item to us within 30 days of receiving it (with the exception of perishable goods)

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To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You'll also need the receipt or proof of purchase.

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Returning items after 30 days?

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If the item is fully sealed, in its original packaging and fully saleable and you have proof of purchase, we will do what we can to accommodate.

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Packing and sending your return

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To start a return, please contact us at info@petzania.co.uk in the first instance. Please note that returns will need to be sent to the following address: Petzania c/o PGW Logistics, Unit 4, White House Farm, Green Lane, Maidstone, Kent, ME17 3ES.

 

To ensure your return and refund is processed quickly and efficiently, please pack the product to avoid damage during transit and ensure you include: your name, address, phone number, order confirmation/email receipt and order number.

 

Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at info@petzania.co.uk

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Damages and Issues

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Occasionally things may happen beyond our control, we will endeavour to put things right straight away.  Therefore, please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and correct it.

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Custom products (such as special orders or personalised items) cannot be returned, but may still be applicable for refund in the instance of it being damaged or faulty.

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Please get in touch if you have questions or concerns about your specific item.

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Refunds

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We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3-5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@petzania.co.uk.

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Please note:

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*If you changed your mind about a product, we will happily refund the price of the item excluding original delivery charges and we will not be responsible for the cost of return.

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**If an item is returned due to damage or a fault with the item, once returned, inspected and approved we will refund the full price of the item including the cost of the original delivery.

 

The legal Stuff:

 

Once you place an order, you will receive a confirmation e-mail.  This e-mail does not constitute acceptance amounting to a contract; acceptance only takes place when the product is despatched, until which time Petzania are entitled to withdraw the order.

 

Petzania.co.uk will not be liable for any loss caused to you by late delivery and will not be responsible for any loss or damage to products once they have been delivered in accordance with your delivery instructions.

 

For further information please see our full Terms and Conditions.