Delivery & Returns

DELIVERY

All Orders are shipped with DHL.

We deliver to: England, Wales and Scotland.

We are unable to deliver to: Northern Ireland, Isle of Man, Isles of Scilly or anywhere outside of the UK.

Shipping Costs: please note additional Surcharges where applicable *.

*Surcharges (per delivery)

London Congestion - £1

Isle of Wight - £5

Zone C - £12  AB31-38, AB40-56, IV1-28, IV30-32, IV36, IV40, IV52-54, IV63, KW1-KW14, PA21-38, PH4-41, PH49-50

Zone D - £18 HS, ZE, IV41-49, IV51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-PA78, PH42-44

When will my order be dispatched?

Orders received Monday - Friday before 2pm will be dispatched the same day. Orders placed after 2pm Friday, over the Weekend and on Bank Holidays will be dispatched on the next working day.

PlusPets website uses a Live Stock system which refreshes frequently, occasionally popular items may run out of stock before the system refreshes. If we are unable to despatch an item we will contact you.

When will I receive my order?

After dispatch you should receive your goods within 1-3 working days depending on your location. However very occasionally due to situations outside of our control there may be delays.

Estimated Delivery Day for England, Wales, Isle of Wight and parts of Scotland.

Delivery Timescale Guide for orders placed before 2pm Monday - Thursday.

English & Welsh postcodes - 24H

Isle of Wight - 24H

Scotland - 24H - AB1 – AB16, AB21 – AB25, AB30, AB39, DD, DG, EH, FK, G, KA (except KA27 & KA28), KY, ML, PA1 –PA19, PH1–PH3, TD

Scotland - 48H - AB31-38, AB40-56, IV1-28, IV30-32, IV36, IV40, IV52-54, IV63, KW1-KW14, PA21-38, PH4-41, PH49-50

Scotland / Outer Hebrides / Orkney Islands - 72H - HS, ZE, IV41-49, IV51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-PA78, PH42-44

Tracking your Parcel

You will receive an email confirming your PlusPets order which will have a link to your DHL tracking. DHL offers you flexibility if you are not going to be home or need to make changes to your delivery. You can request your parcel be left in a safe place, be left with a neighbour, you can make changes to both the delivery address and the day of delivery as well as the option of having your parcel delivered to a DHL service point. These features become available after your parcel has been dispatched and can be accessed via the DHL App or through the DHL website.

You can download the DHL UK App from the App Store and Google Play. The DHL App will automatically update once your order has been confirmed keeping you updated on your PlusPets delivery. If you prefer not to use the App you still have access to all features on their website by following the tracking link received in your PlusPets confirmation email.

RETURNS

If you are not completely happy with your purchase you may return the unused goods in their original condition and packaging within 14 days of receipt for a refund or exchange. Unfortunately we cannot refund goods that have been opened, used, damaged or worn by you after receipt and we are unable to offer refunds on personalised, custom made or made-to measure goods, unless the goods are defective.

Please note that (except in the case of a defective product or incorrect product)  we do not cover the cost of the goods being returned to us or refund the outgoing shipping, if you received free delivery your refund will be minus the outgoing postage charge of £5. If we book for DHL for collect your parcel or for it to be Returned to Sender a further £10 dedutcion will be made for the first parcel and £5 for subsequent parcels. 

How do I return and Item?

If your return meets the criteria above, please log-in to your account at https://pluspets.uk/login, under ‘My account’ at the top of the page select ‘Orders’, click the ‘Return’ button beneath your order and complete the online form.

Please note that products are your responsibility until they reach us. We recommend that you use a trackable delivery service.

If your return is accepted, refunds will be paid within 14 days of us receiving the goods.

What happens if my parcel arrives damaged?

If your parcel arrives damaged please take photos of the parcel your order arrived in whether there is damage to it or not, the delivery label on the parcel showing your address and images of the damaged item and email them to us at [email protected] along with your order number. We may require the items back, so please keep them until you hear back from us. If we do require the items we will organise for a courier to come and collect them at no extra charge. If you are unable to provide proof of damage we may be unable to issue a refund.

What if the product is faulty?

If within 30 days you find your product is damaged or faulty, please log-in to your account at https://pluspets.uk/login, under ‘My account’ at the top of the page select ‘Orders’, click the ‘Return’ button beneath your order and complete the online form.

For faulty or damaged products, we will inspect the goods upon arrival (all orders are checked thoroughly for faults or damage prior to dispatch); if found to be defective, goods returned by you within 30 days will be refunded in full. After 30 days, but within 6 months, we may repair or replace your faulty/damaged item instead of issuing a refund.

Nothing in these terms is intended to limit or exclude your statutory rights as a consumer.

ORDER TRACKING

You can track the progress of your order at any time by logging into My Account at the top of the Home page on this website.