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Delivery & Returns

DELIVERY INFORMATION

These terms and conditions apply to orders made on the Healthful Pets website or by telephone.

GENERAL INFORMATION

Under normal circumstances, all orders placed before 3.30pm* will be dispatched the same working day. Orders placed after 3.30pm* will be dispatched on the following working day. *Courier deliveries have an earlier cut off (see below).
 
Saturdays, Sundays and all Bank & Public Holidays are classed as non-working days and orders will be dispatched on the next working day.
 
Email notification will be sent once your order has been dispatched. Please double check your delivery address is correct and contact us straight away if not.
 
If in the unusual situation there is an issue with your order, such as an item is unexpectedly out of stock or there is an issue with delivery, we will make contact with you. In these instances, we will keep you update via email or telephone to confirm the progress of the order. 
Free UK shipping for all orders over £39.99 (but under 2kg). These orders will be sent Royal Mail Tracked 48.
UK orders over £60 will be sent Royal Mail Tracked 24 and UK orders over £110 will be sent via DPD courier (or tracked service if in a "special postcode" area of the UK).  
 
 
UK DELIVERY OPTIONS
 
Up to 2kg - Standard Delivery with Royal Mail : We use Royal Mail for our standard deliveries across the whole of the UK. This is not a tracked service but tracking information is available with your order confirmation. Please note that the delivery time is from the date of dispatch and not from the date your order has been placed.
 
Royal Mail 24: £3.49. Estimated delivery time 1-3 days. (Royal Mail estimate to deliver 93% of First Class mail the next working day, however this can take longer.) Royal Mail 48: £2.99. Estimated delivery time 2-4 days. (Royal Mail estimate to deliver 98% of Second Class mail within 3 working days, however this can take longer.)
 
Orders over £39.99 are sent free of charge via Royal Mail 48 Tracked.
 
For urgent items, where a guaranteed delivery service is needed, then it is recommended that you use DPD next day delivery; at a cost of £6.99 for weekdays and £16.99 for Saturday delivery.
 
All orders weighing over 2kg will be sent DPD Courier as these are unable to be sent with Royal Mail. DPD courier services will attract an additional shipping charges – see below for more information.
 
Over 2kg – DPD Courier: All orders over 2kg will be shipped via DPD as follows:-.
 
- UK Mainland, next working weekday delivery is £6.99
- UK Mainland, Saturday Delivery is £16.99
- Special UK Postcodes* two-working day service is £15.99 [* Special UK Postcodes include Highlands & Islands, Isle of Wight as follows: AB36-AB38, AB55-AB56, FK17-FK21, HS1-9, IV, KA27-28, KW, PA20-PA80, PH19-PH50, PO31-PO41)
- UK Offshore - Northern Ireland, Isle of Man, Scilly Islands - £18.99
- Channel Islands - £18.99
- ROI - £18.99
Orders over £110 will be sent free of charge via DPD (or Royal Mail Tracked for special codes and non-mainland UK.
 
Under normal circumstances, all orders placed before 1.30pm will be dispatched the same working day. Orders placed after 1.30pm will be dispatched on the following working day. Orders placed after 1.30pm on a Friday will be dispatched on the following Monday for delivery on Tuesday (or Wednesday for UK special postcodes). This also applies to orders received after 1.30pm on a Thursday.
 
Saturdays, Sundays and all Bank & Public Holidays are classed as non-working days and orders will be dispatched on the next working day.
 
Your order will be fully trackable, and you will receive a text and email (if supplied) when your order has been dispatched, and on the day of delivery you will receive an estimated 1-hour delivery window, with alternative options if you are not in.
 
We reserve the right to switch this service to Royal Mail Special Delivery Next Day, in exceptional circumstances.
 
Click & Collect - free You are welcome to collect your order from our offices at Northwich, Cheshire (CW9 7TN). Office hours are typically 9.00 – 4.30 but often we are here later, so it is recommended to ring ahead. Tel: 01565 740777.
 
INTERNATIONAL DELIVERIES
 
Standard Delivery for orders up to 2kg : We use Royal Mail for our standard international deliveries. Delivery is typically within 3-14 days for EU countries, however please allow up to 21 working days and allow up to 31 working days for Europe Non-EU countries. Please note that the delivery time is from the date of dispatch and not from the date your order has been placed.
 
Costs are based on order weight, as follows:
0-1kg: £5.99
1.1 - 1.9kg: 10.95
Premium International Delivery - over 2kg : Orders weighing over 2kg or will need to be sent with Courier as follows;
 
           COUNTRY                                                                                                                                     EST. TRANSIT TIME     COST 
  • Belgium, France (inc. Monaco), Germany, Luxembourg, Netherlands                                          2 -3 days (DPD)            £12.49
  • Austria, Denmark                                                                                                                           2 -3 days  (DPD)           £17.49
  • Czech Republic, Italy, Slovakia, Spain                                                                                           3 -4 days  (DPD)           £19.99
  • United States                                                                                                                                  DHL Business Express £16.99
  • Finland, Portugal, Sweden                                                                                                             DHL Business Express £22.99
  • Andorra, Bulgaria, Croatia, Cyprus, Estonia, Finland, Hungary, Latvia, Lithuania, Malta,
  • Slovenia, Greece, Poland, Romania                                                                                              DHL Business Express   £23.99
  • Australia, Canada                                                                                                                           DHL Business Express   £24.49
  • New Zealand, UAE                                                                                                                         DHL Business Express   £26.99   
  • Albania, Bosnia, Canary Islands, Gibraltar, Iceland, Israel, Kosovo, Norway, Serbia,
  • Switzerland, Turkey                                                                                                                        DHL Business Express  £27.99

All international delivery times are estimated as there may be further delay due to customs clearance and you may be liable for import tax.

Under normal circumstances, orders must be placed by 1.30pm. on a working day will be dispatched that day. Orders after 1.30pm will be dispatched on the next working day. Unless on a Bank / Public holiday orders placed after 1.30 pm on a Friday will be dispatched on the following Monday. This also applies to orders received after 1.30 pm on a Thursday. Saturdays, Sundays and all Bank & Public Holidays are classed as non-working days and orders will be dispatched on the next working day.
 
You will receive a text and email (if supplied) when your order has been dispatched, and on the day of delivery you will receive an estimated delivery window, with alternative options if you are not in.
 
For countries not listed please contact us to discuss shipping options as delivery times for standard shipping is typically a couple of weeks, unless a courier is used; at hello@healthfulpets.co.uk or telephone: 01565 740777.

DELIVERY INSTRUCTIONS

If you have any specific instructions for delivery please email: hello@healthfulpets.co.uk or call us on: 01565740777.

USE OF GOODS PURCHASED

You warrant to us and guarantee that before you use any item that has been purchased from us, that you will:-

  • Ensure that the items delivered match those ordered by you
  • Ensure that you have read and understand any information on our website and / or that are supplied with your order regarding their correct usage
  • That you are legally allowed and that you are competent to use the items safely
  • That you will contact us, before using any products, if you are unsure about anything on 01565 740777


YOUR CONSUMER RIGHT OF RETURN AND REFUND

Healthful Pets do hope that you and your pet are happy with the products that you have purchased. For information on how to return goods please refer to Clause of our Terms and Conditions.