Shipping & Delivery Policy

Last Updated: 24 August 2026

1. Overview

At Pets Tails, we aim to make the delivery process clear, reliable, and straightforward for our customers.

This Shipping & Delivery Policy explains where we deliver, how long orders normally take to process, the delivery services available, shipping charges, and what to do if there is a problem with your delivery.

All delivery estimates provided in this policy are subject to the conditions explained below and do not affect your statutory rights under applicable UK consumer law.

2. Delivery Area

Pets Tails currently delivers orders within the United Kingdom unless a different delivery option is specifically made available on our website or during checkout.

Orders are processed and dispatched from within the United Kingdom.

If we are unable to deliver to a particular postcode or location, we will notify you as soon as reasonably possible.

3. Order Processing Time

After payment has been successfully confirmed, orders are normally prepared for dispatch within:

1–3 business days

For the purposes of this policy, business days are Monday to Friday, excluding UK bank and public holidays.

Orders placed during weekends or public holidays will normally begin processing on the next available business day.

Order processing may include:

  • Payment and order verification

  • Product preparation

  • Picking and packing

  • Address verification where necessary

  • Preparation for courier collection and dispatch

Processing time is separate from the estimated delivery transit time.

4. Delivery Options and Charges

Pets Tails currently offers the following delivery options:

Economy Shipping

Estimated delivery after dispatch: 5–8 business days
Shipping Cost: Free

Standard Shipping

Estimated delivery after dispatch: 3–4 business days
Shipping Cost: £15 GBP

Available delivery methods may depend on the order, destination, product type, or other circumstances. The delivery option selected during checkout will apply to your order.

5. Understanding Delivery Times

The delivery estimates shown above begin after your order has been dispatched, rather than on the date the order was placed.

For example, the total time between placing an order and receiving it may include both:

  1. Order processing: normally 1–3 business days; and

  2. Courier transit: based on the delivery method selected.

Estimated transit times are provided as guidance and are not guaranteed delivery dates unless Pets Tails expressly agrees to a specific delivery date with you.

We make reasonable efforts to dispatch orders promptly and use suitable delivery services, but circumstances outside our reasonable control may occasionally affect delivery times.

6. Possible Delivery Delays

Delivery may take longer than originally estimated because of circumstances such as:

  • Severe weather

  • Courier or postal network disruption

  • Bank or public holidays

  • Seasonal demand

  • Peak shopping periods

  • Transportation disruption

  • Operational issues affecting a delivery provider

  • Incomplete or inaccurate delivery information

  • Events outside our reasonable control

Where we become aware of a significant problem affecting your order, we will make reasonable efforts to provide appropriate information or assistance.

Nothing in this section removes any delivery rights you may have under UK consumer law.

7. Dispatch Confirmation and Tracking

Once your order has been dispatched, you may receive a dispatch confirmation by email or through the contact information associated with your order.

Where tracking is available, tracking information may also be provided.

Please note that:

  • Tracking availability depends on the courier and delivery service used.

  • Tracking information may take some time to become active after dispatch.

  • Some delivery services may provide limited or no live tracking information.

If you have not received tracking information, this does not necessarily mean that your order has not been dispatched.

8. Delivery Address

Customers should provide a complete and accurate delivery address when placing an order.

Please carefully check information such as:

  • Recipient name

  • House or building number

  • Street name

  • Flat or apartment number, where applicable

  • Town or city

  • Postcode

  • Contact telephone number, where requested

If you notice an error in your delivery information after placing an order, contact Pets Tails as soon as possible.

We will make reasonable efforts to update the delivery information if the order has not yet been dispatched. However, once a parcel has entered the courier network, we may not be able to change or redirect it.

9. Incorrect or Incomplete Address Information

Where an order cannot be delivered because the customer supplied an inaccurate or incomplete address, the parcel may be returned to Pets Tails by the courier.

If this happens, please contact us to discuss the available options.

Where appropriate and legally permitted, we may ask the customer to pay reasonable additional delivery costs before an order is dispatched again when the failed delivery resulted solely from incorrect or incomplete information supplied by the customer.

We do not automatically refuse refunds or replacements solely because a delivery problem has occurred. Each situation will be reviewed according to the circumstances and applicable consumer law.

10. Delivery Responsibility and Risk

For consumer orders, Pets Tails remains responsible for the goods while they are being delivered using a carrier offered or arranged by us, until the goods come into the physical possession of you or a person identified by you to receive them, subject to applicable UK law.

Different rules may apply if you independently arrange for a carrier that was not offered by Pets Tails.

If tracking indicates that a parcel has been delivered but you have not received it, please contact us promptly so that we can investigate the circumstances with the delivery provider.

11. Missing or Delayed Orders

If your order has not arrived within the expected delivery period, please contact Pets Tails and provide your order details.

We may:

  • Check the available tracking information

  • Contact the courier

  • Request additional delivery information

  • Open an investigation with the delivery provider

  • Arrange an appropriate resolution depending on the circumstances

Courier investigations may take some time to complete. However, any investigation process will not remove or improperly restrict your statutory consumer rights.

Under UK consumer law, where no different delivery period has been agreed, goods must generally be delivered without undue delay and no later than 30 days after the contract is entered into.

Where applicable, customers may have the right to require delivery within an appropriate additional period or to end the contract and obtain a refund if the applicable legal delivery requirements are not met.

12. Lost Parcels

If there is reasonable evidence that a parcel has been lost while being delivered by a courier selected or arranged by Pets Tails, please contact us.

We will investigate the matter with the delivery provider and, where appropriate, arrange a suitable remedy in accordance with the circumstances and your legal rights.

Depending on the situation, this may include:

  • Sending a replacement product; or

  • Providing a refund.

The appropriate solution may depend on product availability, the circumstances of the loss, and your statutory rights.

13. Damaged Deliveries

If an order arrives damaged, please notify Pets Tails as soon as reasonably possible.

To help us assess the issue, we may ask you to provide:

  • Your order number

  • A description of the damage

  • Photographs of the product

  • Photographs of the external and internal packaging

  • Any other information reasonably necessary to investigate the problem

Please keep the damaged product and its packaging until we have advised you of the appropriate next step.

Where goods are damaged, faulty, or otherwise do not conform to the contract, your rights under UK consumer law remain unaffected.

14. Incomplete or Incorrect Orders

If your delivery contains a missing or incorrect product, please contact us promptly.

Please provide your order number and details of what was received.

Once we have reviewed the issue, we will take appropriate steps to resolve it, which may include sending the correct or missing product or providing another appropriate remedy.

15. Failed Delivery Attempts

Depending on the courier, a delivery may require someone to be present at the delivery address.

If delivery cannot be completed, the courier may:

  • Attempt delivery again

  • Leave instructions for redelivery

  • Deliver the parcel to an authorised collection point

  • Return the parcel to Pets Tails

The available options depend on the delivery provider and circumstances.

If your parcel is returned to us following unsuccessful delivery attempts, please contact us to discuss redelivery or other available options.

16. Public Holidays and Peak Periods

Order processing and delivery may take longer during particularly busy periods, including:

  • UK bank and public holidays

  • Christmas and New Year

  • Seasonal sales

  • Promotional events

  • Periods of unusually high order volume

  • Significant courier network disruption

We recommend allowing additional time when ordering during these periods, particularly where products are required for a specific occasion.

17. Delivery by an Essential Date

If receiving an order by a particular date is essential, please contact us before completing your purchase where possible.

A displayed estimated delivery period should not be treated as a guaranteed delivery date unless we have expressly agreed to deliver by a particular date or within a specific period.

Where a delivery date or period forms an essential part of the contract, your rights will be determined in accordance with applicable UK consumer law.

18. Your Statutory Rights

Nothing in this Shipping & Delivery Policy is intended to exclude, limit, or replace any statutory rights available to consumers under UK law.

In particular, applicable rights concerning delivery, responsibility for goods while in transit, faulty products, cancellation, refunds, and other consumer protections continue to apply.

Where any provision of this policy conflicts with a statutory consumer right that cannot legally be excluded or restricted, the statutory right will take priority.

19. Changes to This Policy

Pets Tails may update this Shipping & Delivery Policy from time to time to reflect changes to:

  • Delivery services

  • Shipping charges

  • Delivery areas

  • Business operations

  • Courier arrangements

  • Applicable laws or regulations

The latest version will be published on our website, and the revision date may be updated accordingly.

20. Contact Information

If you have questions about shipping or need assistance with a delivery, please contact:

Pets Tails
258 London Rd
Stoke-on-Trent
ST4 5RH
United Kingdom

Business Owner: MATT EDRIAN ABAUAG
Business Type: Individual
Phone: +44 178 274 5186
Email: contact@petstails.co.uk
Website: petstails.co.uk

Opening Hours:
Monday to Saturday: 10:00 AM – 4:00 PM
Sunday: Closed