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Delivery
Information

Do you offer free delivery?

Yes. We offer free delivery on orders over £50 that weigh under 31kg.

We may not calculate the weights of some items.

How much does delivery cost?

At The Pet Friends we subsidise our postage and packing costs to keep our prices as low as possible and we offer FREE Delivery on all orders under 31 Kg and over £50! For orders under £50 and below 31 Kg there is a charge see shipping rates table. There might be a surcharge to pay if you live in a more remote region.

How will my order be Packaged?

We aim to use 100% recyclable materials in our packaging.

We aim to use pakaging from sustainable sources, we use a mixture of bags and boxes, some boxes maybe reused.

We are always trying to become more eco-friendly in the way we pack our items, in 2019 we phased out the use of plastic packaging tape for paper and bags from plastic to a sugarcane alternative. 

My order has arrived damaged what should i do?

Please call us on 0161 943 5217 or you can email us at sales@thepetfriends.co.uk. we can then discuss the damage with you and arrange a collection or replacement. 

Only part of my order has arrived?

If you have ordered more than one item we may send your order in multiple parcels, we recommend waiting for 2 working days for the remainder of your over to arrive unless you have been notified by us or by the shipping provider.

How long does it take for orders to arrive?

Our preferred method of delivery is next working day, but to keep prices low we may use a 48 hour service. 

While we typically aim to ship orders the same day or the following working day, we are unfortunately unable to guarantee that orders will be despatched within that time. If for any reason your item(s) are delayed we aim to despatch within 7 working days.

We operate with a variety of delivery agents, these include, but are not limited to, Royal Mail, DPD, Hermes, Yodel and other postal delivery services in your area.

We aim to use a next day delivery service as our standard service and subsidise the cost to provide a better service for a lower price, but unfortunately, delays do sometimes occur.

If time is a factor, we can sometimes arrange time delivery’s and delivery  on Saturdays for a surcharge of £19.99 to mainland UK addresses excluding the Scottish Highlands, however, because this is a special delivery, please call 0161 943 5217 to organise this with one of the team. Please note that this is not a guaranteed service.

Can I track my order online?

Yes, we’ll keep you informed via email of when your order is dispatched and you’ll get a tracking code which allows you to see where your parcel is. (unless Using Royal Mail Standard service) We’re also happy to help via telephone or email if you need additional information on your order.

What happens if my order is late?

If you have received a email confirmation that your order has been dispatched, Please allow a minimum 3 working days for delivery.

If you think there’s an issue with the delivery of your order, please contact us and we’ll be more than happy to help.

We are unable to open a case for missing parcels until 28 days have passed  

My order might be more than 31kg can i still order?

Yes! we have can still send larger items, but there may be a extra charge of delivery.

We dont measure weight on all items so we recommend adding what you want to the basket to see the charge.

If you think the cost of delivery is to much please get in touch we are always trying to find ways to improve.

This is our price table for order 31kg and above.

order weightOrder costDelivery costDelivery type
31 Kg - 45 KgAny£12.99Standard 24-48 delivery
46 Kg - 60 KgAny£15.99Standard 24-48 delivery
61 Kg - 75 KgAny£21.99Standard 24-48 delivery
76 Kg - 100 KgAny£25.99Standard 24-48 delivery
101 Kg - 150 KgAny£35.99Standard 24-48 delivery
151 Kg - 250 KgAny£45.99Small Pallet
251 Kg - 500 KgAny£70.99Large Pallet
501 Kg + Please contact us

order weightOrder costDelivery costDelivery type
Upto 31 Kg£50+FREEStandard 24-48 delivery
Upto 5 KgUnder £50£3.49Standard 24-48 delivery
5 Kg - 10 KgUnder £50£4.99Standard 24-48 delivery
10 Kg - 31 KgUnder £50£6.99Standard 24-48 delivery

*some item’s weights might not be calculated.