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Covid 19- We are Working Hard to Maintain our Service Levels

Written on April 16, 2018 by Healthful Pets

Where we are now… 16th April 2020

We are four weeks in now so hope you are all coping! We just want to keep you updated on what we are able to offer you a this really difficult time for us all.

We would like to assure all our customers that we are still meeting our service level agreements and dispatching orders placed either on the same day as ordered (if it is a working day) or the following working day depending on the time that the order was placed.

We are experiencing a large increase in demand.

We have therefore taken measures to adapt and even though we are working on reduced staff numbers, we are working longer hours and sometimes weekends to ensure that we still dispatch vital orders to our customers.

Please be patient with us if your order has not arrived:

  • DPD (Our courier service provider) are still working at platinum levels. Provided an order is placed Monday- Thursday before 1.30 pm each day, DPD are still delivering the next working day. Courier orders placed on a Friday, before 1.30pm will not be received until Monday (unless DPD Saturday delivery is selected).
  • Royal Mail, Standard delivery UK -This service seems to be varying around the country. Standard 1st class parcels are taking on average between 2-5 working days, and Standard 2nd class is averaging between 4-7 working days, however we have had feedback that some orders are taking up to 12 working days. This is something unfortunately outside our control.

Royal Mail are under a lot of pressure from not only us, but also other businesses. Local  Royal Mail workers have told us that it's like the week before Christmas, every day!

  • Royal Mail, Tracked Delivery Service, UK Royal Mail are definitely prioritising Tracked 24 & 48 parcels. All orders over £39.99 are sent via this service and orders over £60 go Tracked 24.
  • International Deliveries- Fortunately we are still currently fulfilling international orders. Please be aware that they are likely to take longer to arrive, if via EU Royal Mail or DPD. International DHL delivery service is still providing a platinum service.

Stock levels

We continue to have sufficient levels of stock to meet the demand of customers during this busy period and we are doing everything we can to make sure you can access the products you need.

We are also introducing new products for nutrients that are seeing increased demand during this time. We are working hard to ensure our most popular products remain available and are continuing to work closely with our suppliers so that we can maintain high levels of service. Our website remains the most up to date source of product stock, so please check back regularly. If the website shows that a product is available we will have it in stock.

Making Contacting With Us

If you are thinking about contacting us and your query does not require immediate attention, we strongly advise you to contact us via email and we will respond as quickly as we can – please bear with us if we take longer than usual to get back to you.

As we are sure you can appreciate and understand, we are receiving an extremely high number of enquiries regarding deliveries. We would appreciate your co-operation at this difficult time to refrain from contacting us about your order and its estimated arrival date, unless your delivery is delayed by at least 10 working days.

Telephone orders

We are still operating the telephone lines, so that we can still  provide a vital service to our customers who are unable to or have difficulty ordering online. 

Our customers remain at the heart of everything we do.

From all of us here at Healthful Pets,

Stay Safe, Keep Well

Wishing you all the best at this time

The Healthful Pets Team