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Helpdesk

We hope that you find this website nice and simple to use as well as pleasing to look at!

If you find that you are having any ordering problems please do not hesitate to email us at sales@ukpetsupplies.com or call us in office hours on 0845 862 1482.

Below you will find answers to the most common questions that we are asked:

Q. What does "Stock Lead Time" mean which is displayed for every product?
A. The Stock Lead time is the average time it takes us to get that particular item for an order if someone buys it. Full information on product availability can be found here.

Q. My item has been despatched but I have not received it.
A. Before contacting us please view the information below titled "Important Delivery Information". If you have checked with the delivery company and they have not been able to help you then please email us at sales@ukpetsupplies.com

 

Important Delivery Information

Royal Mail

All orders that are sent via Royal Mail are subject to standard Royal Mail delivery times. In the majority of cases these items should be delivered in 2-3 days but sometimes Royal Mail deliveries can take a lot longer, and on the Royal Mail website they specify that an item is not classed as missing and so a claim cannot be made "unless 15 working days have passed since the item was due to be delivered".

If the no one is home to receive a Royal Mail delivery and if it is too big for your letter box then it will be taken to your local post office. It is your responsibilty to pickup the package from your local post office, or to call Royal Mail and have it re-routed. If items are returned to us and need to be re-sent we will have to charge for delivery again, or if you would prefer a refund for the order we will not be able to refund the initial delivery charge.

For all Royal Mail delivery enquiries please call 0845 605 0767.

Courier

When placing an order for items that will need to be delivered via courier please think about how the package is going to be delivered. We can deliver to a customers work address, a neighbour a different family memeber - literally anywhere but you have to select this as your delivery address before placing an order! All courier deliveries will require a signature unless you have given us special instructions for the item to be left somewhere safe. If you have given instructions the courier will try and follow these but if the courier does not think it is safe, or if it is raining and the parcel may get damaged these instructions may not be carried out. Please note that if you leave instructions for the parcel to be left without a signature this absolves the courier and us of any claims for missing items.

We always provide despatch emails which include tracking numbers and links to the couriers website for tracking purposes, before contacting us about a delivery please check on the couriers website and also contact them with the details provided as they will have more up to date information than us.

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