Delivery Information

Spend over £59 and we'll deliver your order using a Next Day delivery service for free!** (This is after the dispatch times displayed on each product page).

All delivery charges will be automatically shown at the checkout. We're very sorry but this offer does not apply to UK highlands and Islands postcodes.

Orders under £59

Order Weight Delivery Service Delivery Price Delivery Time (excluding handling)
0kg - 2kg Royal Mail Tracked £4.49 2 - 3 Days
0kg - 2kg Royal Mail Premium Tracked £5.49 1 - 2 Days
0kg - 25kg DX Next Day £6.99 1 - 2 Days
25kg+ DX Next Day £6.99 + £3.00 per 15kg over 25kg 1 - 2 Days

FREE DELIVERY ON ORDERS OVER £59*

*For orders over £59 where the total order weight is greater than 25kg, the delivery for the first 25kg will be free and then we will charge £3.00 per 15kg after that. Large items can incur a charge depending on the volume of the item.

 

Central London Delivery

Depending on order weight, a small number of postcodes such as E1, EC1, SE1 and SW1 may be charged slightly differently to the above rules.

 

Large and Extra Heavy Item Delivery

If your order weight is over 25kg then it may be split into multiple consignments to ensure your safety and increase the ease of handling. We will endeavour to ensure both consignments arrive at the same time however due to decisions by our courier this may not always be possible.

Unfortunately, due to costs imposed on us from our courier, some large items will have a surcharge applied to them. This charge will appear in your cart when you checkout.

 

How quickly will my order arrive?

Our aim is to dispatch all items within the allocated dispatch times (Same day/24 hour/48 hour dispatch). Please note if your order contains multiple items, the order dispatch time will be from the item with the longest dispatch time to ensure you receive your whole order in a single delivery. All of our products state how long the dispatch time will be for that product before you add to the cart. To allow for delays you should receive your item from 1 - 2 working days after dispatch. Bulky items may incur an extra 24hr delay.

We will send you a notification email when your order has been dispatched.

 

Live food Delivery

Live food delivery starts at £6.99 and we use a fully tracked next day service for this.

 

Frozen Food Delivery

Please see above for information about delivery days, times and rates. In certain circumstances orders may be delayed without prior notification. On occasions couriers may deliver your parcel at 48 hours, not 24 hours. These circumstances are out of our control therefore we do not guarantee a next day delivery service. We do not track orders so will not be able to notify you of courier delays. We will not replace or refund orders that have been rejected by the customer at 48 hours due to courier delays. Our boxes do keep everything frozen for 48 hours.

We will not replace/refund goods which have thawed upon an unsuccessful delivery due to no one being home to receive goods.

Orders placed after Thursdays 12.30pm will not be dispatched until Monday. Please note this will extend your delivery time.

You will receive an email from us the day before delivery notifying dispatch, please ensure you are home for the delivery, if you are going to be out, please get in touch to arrange a more suitable day.

 

Delivery Notifications & Tracking

We will email you when your order is dispatched by us and if you provide a mobile number when you checkout our courier will email you on the day of delivery with a delivery slot.

In your dispatch confirmation email we will include any relevant tracking numbers.

Manage your delivery

We have teamed up with DHL to provide our customers with the best delivery service possible which is both fast and flexible.

If we miss you on the first delivery attempt, we will try again the next working day. Alternatively, you can visit DHL and easily re-arrange your delivery to something which suits you better! You can choose from the following options:

  • Collect from depot
  • Leave in a safe place
  • Leave with a neighbour
  • Request a different delivery day

 

UK Non-mainland Delivery

We are able to process orders up to 50kg from non-mainland UK addresses, including areas of the Scottish Highlands.

Order weight Delivery Price
0 - 2kg £3.49
2 - 25kg £15.00
25 - 50kg £25.00

 

International Delivery

Please note international delivery is temporarily unavailable.

Please note certain large and fragile products are excluded from international delivery. If your order is over 30kg, please checkout as normal and you will have the option to request a shipping quote from us. Delivery time to the following locations is 2 working days.

Country Order Weight Delivery Price
Ireland, Belgium, Luxembourg, Netherlands 0 - 10kg £20.00
  10 - 30kg £25.00
France, Germany, Monaco 0 - 10kg £25.00
  10 - 30kg £30.00
Austria, Denmark, Finland, Italy, San Marino, Spain, Portugal, Sweden, Vatican City 0 - 10kg £25.00
  10 - 30kg £35.00
Andorra, Bulgaria, Croatia, Czech Republic, Estonia, Greece, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia 0 - 10kg £26.00
  10 - 30kg £36.00
Gibraltar, Liechtenstein, Norway, Switzerland 0 - 10kg £30.00
  10 - 30kg £40.00
United States Of America 0 - 10kg £50.00
  10 - 15kg £65.00
  15 - 30kg £85.00

 

What do I do if I miss the delivery of my parcel?

If you are not home for the first delivery attempt, our couriers will leave a calling card with more information on how to collect your delivery or when they will re-attempt delivery.

Free delivery for local Devon & Cornwall postcodes

If you live locally to our shops you can get FREE delivery on orders over £30. The delivery cost will automatically be removed as soon as you enter your shipping address during the checkout.

PL:

PL1, PL2, PL3, PL4, PL5, PL6, PL7, PL8, PL9

TQ:

TQ1, TQ2, TQ3, TQ4

EX:

EX1, EX2, EX3, EX4

 

What days will my order be delivered on?

Our couriers deliver between 9:00am and 6:00pm Monday to Friday.

Will I need to sign for my order?

All orders must be signed for unless you state in the special instructions that you want your delivery left in a safe place at the delivery address.

Special delivery instructions

If you have any special instructions for delivery, such as leaving your parcel with a neighbour, please include them in the ‘special instructions’ section at the checkout. Please note that our couriers will not respond to notes left on doors for security reasons.

I have a query regarding my delivery?

If you have any queries regarding your delivery please ring us on 01752 777247 or email us at sales@thepetexpress.co.uk.

If we cannot deliver your order within the specified time period we will make every attempt to contact you and provide an expected delivery time. If this delivery time is not suitable, you can cancel your order and we will provide a full refund.

How carefully is my order packaged?

We take great care in packaging every order to ensure it reaches you safe and undamaged.

What do I do if my order arrives damaged?

If any item you receive from us arrives damaged, please contact us as soon as possible on 01752 777247 or by email at sales@thepetexpress.co.uk. We will then advise you on the best course of action. In most cases we will ask you to return the item to us for an exchange or refund.

Please check your order before you sign for it from the courier. If the item is faulty or damaged in any way, please do not sign for it and the courier will return the item to us. We will then send a replacement item out as soon as possible. Click here to view our full returns policy.