Delivery & Returns

Christmas & New Year Delivery Schedule

PlusPets will remain open over Christmas and New Year for you to place your orders.

As a guide for orders required before Christmas please order by Wednesday 17th December to allow for delays in the DPD network.

The timetable below is DDP’s scheduled timetable for England & Wales and does not take into account delays due to the volume of parcels in the network.

Please note the office will be closed from midday on Christmas Eve and we will be back in office on the 29^th December.  We will be closed New Year Eve and New Years Day. During this time anything that requires urgent attention please email us at: shop@pluspets.uk. We will continue to monitor our emails. Any voicemails left will be received and responded to within office hours.   

DPD CHRISTMAS & NEW YEAR ESTIMATED DELIVERY DAY*

*Please note this is based on deliveries within the 24h zone. Please be aware there may be delays to your delivery and we cannot guarantee delivery dates.

Please note : We aim to dispatch orders received Monday - Friday before 3pm the same day. Orders placed after 3pm Friday, over the Weekend and on Bank Holidays will be dispatched on the next working day. Occasionally due to a high volume of parcels your orders dispatch will be delayed 24hours.

DELIVERY

All Orders are shipped with DPD UK.

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 - £2 W1-2, W8, W10-11, EC1-4, WC1-2, SW1, SW3, SW7, SE1, SE11, NW1, EI

Isle of Wight - £2

Scottish Highlands - £12 FK17-FK21, IV1-IV39, IV52-IV54, IV63, KW1-KW14, PA21-PA37, PA39-PA40, PH19-PH26, PH30-PH41, PH49-PH50

Scottish Islands - £12 HS1-HS9, IV40-IV51,  IV55-IV56, KA27-KA28, KW15-KW17, PA20, PA38, PA41-PA49, PA60-PA78, PH42-PH44, ZE1-ZE3

When will my order be dispatched?

We aim to dispatch orders received Monday - Friday before 3pm the same day. Orders placed after 3pm Friday, over the Weekend and on Bank Holidays will be dispatched on the next working day. Occasionally due to a high volume of parcels your orders dispatch will be delayed 24hours.

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 1-6 working days depending on your location. However very occasionally due to situations outside of our control there may be delays. DPD will send a notification and you can select a safe place for your parcel to be left if you are not home. If this is not selected, and you are not home, DPD will deliver to a local Pick Up Point if one is available. Once a parcel is assigned to a Pick Up Point we are unable to divert it back to home delivery. 

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

Delivery Timescale Guide for orders placed before 3pm Monday - Thursday.

English & Welsh postcodes - 24H

Isle of Wight - 24H

Scotland - Next Day - AB10–AB16, AB21–AB30, DD1-DD9, DG1-DG9, EH1-EH99, FK1-FK16, G1-G84, G90, KA1-KA30, KY1-KY16, KY99, ML1-ML12, PA1–PA19, PH1–PH14, TD1-TD15

Scotland - Two Day - AB31-AB54, PH15-PH18

Scotland Highlands - Two Day - FK17-FK21, IV1-IV39, IV52-IV54, IV63, KW1-KW14, PA21-PA37, PA39-PA40, PH19-PH26, PH30-PH41, PH49-PH50

Scotland Islands - 2-5 Days- HS1-HS9, IV40-IV51,  IV55-IV56, KA27-KA28, KW15-KW17, PA20, PA38, PA41-PA49, PA60-PA78, PH42-PH44, ZE1-ZE3

Tracking your Parcel

You will receive an email confirming your PlusPets order which will have a link to your DPD tracking. DPD 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, delivered to a Pick up Point or change the day of delivery. These features become available after your parcel has been dispatched and can be accessed via the DPD App or through the DPD website. 

You can download the DPD App from the App Store and Google Play. The DPD 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. 

If DPD are unable to deliver your parcel to your address and no safe place has been set up, the driver will either deliver to your local Pickup Parcel Shop for same day collection or your parcel will be returned to depot and out for delivery the next working day.  

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 an outgoing postage charge of £5 for the first parcel and £3 for each subsequent parcel. If we book for DPD for collect your parcel or for it to be Returned to Sender a further £10 deduction 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 contact us by email, shop@pluspets.uk or fill in our Contact Us Form which can be found on our website.

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 shop@pluspets.uk 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 contact us by email, shop@pluspets.uk or fill in our Contact Us Form which can be found on our website.

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 your account at the top of the page on this website.