UK POSTAGE IS FREE ON ALL ORDERS OVER £29*, and just £2.90 on orders under £29.
*Surcharges may apply to courier deliveries only (small items are unaffected by this) to the following postcodes; IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE. Northern Ireland, IOM & Isles of Scilly -postcodes BT, IM, TR21-25. This does not affect small orders as they go with Royal Mail. If your order is affected by these charges (which are levied by the couriers not us) the site will add a surcharge to your order. We agree this is not fair, but as our carriers insist that as these areas are "remote" that the delivery costs are higher - sorry.
How are your items packaged?
Depending on the products purchased your order will be sent in either a mailing bag or cardboard box. We try and use as much biodegradable packaging as possible. After feedback from our customers we now use all our own card boxes, plus specially designed cardboard corner protectors for our larger cages. We try to avoid using plastic based packaging products wherever possible as we appreciate these are difficult for customers to recycle. Many orders will be sent with shredded cardboard (shredded from un-needed cardboard boxes) to pad out part empty boxes. Cardboard packaging tends to be slightly dustier than plastic packaging (which we apologise for in advance) but we think the fact it can be recycled (or given to your little pet as bedding!) makes up for this. If you have any queries regarding our packaging or recycling policy please contact us!
How long does delivery take?
Couriers collect daily from our warehouse. We will email you at every stage of the process, informing you of where we are with your order and when you will be receiving it.
We aim to send all items out within 48hrs of payment being received (Monday-Friday), but you should always allow up to 14 working days for delivery. We will get your order out to you as soon as possible and keep you updated every step of the way via email. The majority of orders arrive within 4-6 days. Unless specifically stated otherwise, all our products are in stock for immediate posting.
We offer an express shipping option. Your items will be shipped with a next working day service Monday-Friday if the order is placed before 1pm e.g Orders placed on Friday will be delivered Monday. Saturday and Sunday delivery is also available.
Items will be posted in padded envelopes or plastic mailing bags (whichever is more suitable). Heavier items will be boxed and posted by courier (eg cages). Our packages are all clearly marked with our company name and logos. If for any reason you want your item sent secretly as a present for someone, please let us know BEFORE we send it so that we can use plain packaging instead. We pride ourselves on having the most fantastic products, service and postal rates you will find. If you have any special requests, just get in touch - we are here to help.
Im not in the UK - can I order?
We don't ship abroad currently.
How do I know it is safe to place an order with you?
Our site is totally safe, it is hosted on a secure dedicated server (look for the padlock icon as you go through the checkout process). We are an established company who publish our full contact details on the site and you can contact us any time by post, phone or email (be cautious of any "ecommerce" sites which do not show any sort of real postal address (not PO box) or method of contacting them other than an online form)
Do you keep a copy of my card details?
No, not at all. We can not see your password, card details or anything else.Your card details are handled by the card processor - Protx - safely and securely. We just get a list of card transactions and details of what you ordered.
Your site is asking me about some "Verified by Visa" / "3D Secure" thing - what on earth is that?
Just as your order is about to complete, you may find that you are asked to put in an email address or choose a password for your bank card. Please do not panic, although it is nothing to do with our checkout or order process, this new 'Verified by Visa" or "3D Secure" system is widely used and is something your bank is insisting on you doing before you can use your card online. It is supposed to reduce fraud but we do agree it is a bit of a pain to go through. At no point do we see the password or card details - the 3D secure part of the checkout is literally just between you and your card issuer. If you give up before you go through this, we wont get your order and you wont get your stuff!
HELP - your payment system wont accept my card!
We are very sorry, this happens sometimes. Due to the increased security around internet transactions, sometimes banks will decline card payments for minor reasons such as;
- The billing address you gave is not exactly the same address the card is registered at. They do now check every time that it matches.
- You have multiple cards registered to one address / multiple card declines / multiple names at address (this affects student halls of residence quite frequently)
- If you are living abroad and your bank card is registered to the UK - they map the IP address you are ordering from and if it is a foreign one using a UK card all sorts of red flags start waving. Best way of getting it to process is to use a card from a bank in the country you are living in - order address, billing address, and bank address all need to be in the same country (there is a way round this though, see below).
- The list goes on, there are lots of reasons your card may decline, but there are ways round this (see below)
What to do if my card declines?
- Email us to ask for a phone call to process payment. For some unknown reason, cards which will not go through online due to "fraud risk" (eg recent change of name after marriage) will go through perfectly over the phone - plus then you get to speak to some of the cheerful staff at our warehouse so its a bonus all round! We can also process overseas transactions and regularly get calls from customers all over France and Spain processing UK cards from foreign addresses with no problems (these same cards will not go through on the internet system!)
- Or - if you have one, try another card.
I want to send a cheque - is that ok?
Sorry, we no longer accept cheques as a form of payment
We have a 100% satisfaction guarantee on ALL our items, plus we know it is often hard to order just what you wanted online. As such we can offer refunds or exchanges on anything you do not want. We really do want you to be thrilled with your purchase. If for any reason you are not, then just return it for a refund. For our full returns policy click here
Our site is totally secure. It is hosted on a dedicated server maintained in a London datacentre. Look for the padlock icon as you go through the checkout which displays our valid SSL security certificate. We do not store or directly process any card numbers ourselves - these are handled by Royal Bank of Scotland as part of Streamline who are our merchant service provider.
1. DESCRIPTION, PRICES & PRODUCT INFORMATION
We have taken care to describe and show items as accurately as possible. Despite this, slight variations in items may occur as manufacturers regularly vary colours and adjust specifications without prior warning. With cages, base colours and accessory colours frequently alter and will probably differ from the pictures shown. Please also take into account that monitors do display colours very differently from computer to computer and an item which looks pink on one screen may appear more red on another for example. If your choice of cage is pivotal on a particular colour being provided we would ask you to contact us before ordering as we do not cover return costs relating to items returned due to colour specifications. We provide you with product information as comprehensively as possible, but if there is anything which you do not understand, or if you wish to obtain further information on, please contact our customer support department.
If, by mistake we have under priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we despatch the item to you. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to order the item at that price. If you decide not to order the item, we will give you a full refund on any amount already paid for that item in accordance with our refund policy.
All prices are expressed inclusive of any VAT payable unless otherwise stated.
If you require a VAT invoice please contact us and we will be happy to help.
The price of an item does not necessarily include the delivery charge, which will depend on the delivery method you choose, order value and your location. The rate applicable for the delivery charge will be calculated at the time you place your order, but this may be subject to change – we will inform you if this is the case, and give you the option to cancel your order. Orders outside the UK, the shopping cart will normally calculate correct shipping but if not please contact us to get a quote.
Normally all items shown on our website are in stock ready to be sent immediately. If an item is out of stock it will be labelled out of stock on our website. Normally we aim to supply products within 14 days from the point of order, however, we reserve the right to deliver up to 30 days after order. If the item is on back order, an e-mail will be sent notifying you of the delay. If we are unable to supply the order within 30 days, you will be notified beforehand and given the option to agree a new delivery date or receive a full refund of all monies paid. We do our best to deliver the products ordered within 30 days or give a full refund (see section 5).
3. PAYMENT AND ACCEPTANCE
If you buy an item from our website either online or over the phone you will be charged for the item at the time you place your order. After this time, you cannot amend your order (but please see our cancellation policy). Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually despatch an item to you, at which point a contract will be made between us. At any point up until then we may decline to supply an item to you. If we decline to supply an item to you and you have already paid for it, we will give you a full refund of any amount already paid for that item in accordance with our refund policy in section 5 below. Where items are despatched separately, our acceptance of the order in respect of each item takes place when that item is dispatched.
We aim to deliver most items within 14 days, Whilst we make every effort to deliver all your items within 30 days of the date of your order, we shall not be liable if we fail to do so in part or in full due to circumstances beyond our control. We shall contact you to let you know if we are having any problems getting an item to you within that time. If the product is a ‘special order’ an extended delivery time maybe quoted at the point of order. If we cannot meet the 30 day deadline to deliver the goods, we will inform you before the expiry of the deadline. If we cannot agree a revised date for delivery of the goods we will provide a full refund.
We can deliver worldwide however the 30 day delivery rule under the distance selling regulations (2000:2006) does not apply, and certain international courier companies may quote beyond sixty days for delivery. Delivery will be made to the address specified when you complete the order. We use a variety of delivery methods, depending on the size of the item you order and the speed with which you wish to receive it. If you opt for premium delivery service this will be refunded at the standard rate should your order be cancelled.
Sometimes a signature is required at delivery. By placing an order you are authorising us to accept signature from another person on your behalf if you need to sign for an item and you are not present at the time of delivery. For some items that do not require a signature at delivery you may be able to give instructions explaining if and where you would like the item to be left if no one is present at the time of delivery, such as with a neighbour. We also use third party delivery companies which may, at their discretion, leave an item in a safe place if no one is present at the time of delivery. In these circumstances the delivery company will put a card through your letter box explaining where it has left the item.
Ownership of an item will not pass to you until we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour). When an item is delivered, risk of damage to or loss of the item passes to you.
5. RETURN POLICY
We will happily refund or exchange products which are not quite what you wanted.
If you are entitled to a refund, we will refund you as follows within 30 days from the point of being made aware in writing of cancellation or confirmed fault being disclosed for the product: If you paid by paypal, debit/credit card, we will refund you by the same method as the original purchase. We will refund the delivery charge in full if you return all items in your order at the same time. If you choose to keep some of the items, we will retain the balance of the delivery charge that applies to the items you keep. Should you have received any promotional free gifts or offers as a result of your purchase these must also be returned or may be charged for.
6. RETURN INSTRUCTIONS
We hope that you will be happy with your purchase but should you wish to return or exchange an item please follow the instructions below.
6.1 Cancellation rights Non-faulty items
You have the right to cancel your order up to 14 days (UK ONLY) after the day you received the item(s) by sending an e-mail. This does not cover business customers as this right is not extended to you.
Items sent to the rest of the world are generally non-returnable if they are not faulty, any returns will be at customer service’s discretion on a case by case basis. Please contact us to discuss your situation.
Please note that your right to return an item does not apply to certain products unless the item has a confirmed manufacturing fault (in which case see section 8.2 below). Such items include:
6.1.2 Perishable items, such as foods, treats and vitamins and supplements.
6.1.3 Animal grooming products
6.1.4 Flat pack items such as cages that have been partially or fully assembled except for in the case of a proven and confirmed manufacturing fault.
6.1.5 Bespoke items, such as individually inscribed collars or any product made or tailored to your specific needs.
6.1.6 Any item sold by us via any online auction site won by bidding (fixed price items are not excluded).
6.1.7 Any item or cage that has been used by a live animal cannot be returned except for in the case of a proven and confirmed manufacturing fault.
If the item(s) have not been dispatched we will cancel the order and we will refund payment in accordance with our refund policy in section 6 below. If the item(s) have been dispatched to you and we are unable to stop the delivery, you can refuse to sign for the delivery so that the item(s) are returned to us and we will refund in accordance with our refund policy in section 6 below. We request all products that are cancelled are returned to us at the address below (see section 9) You will be refunded the original delivery and item cost excluding any discount applied at the point of purchase. However, the cost for the return postage is the responsibility of the customer. You can;
1. Make the goods available for collection, we will gladly book a courier and collect from UK Mainland (excluding highlands & islands) the goods this will be charged at a rate of 15 GBP per item upto 30kgs volumetric weight (based on either dimensions or actual weight). This will be deducted from the refund. If the item is over this weight the charge will be 30 GBP per item as they are classed as freight.
2. The customer can send the item(s) back. However, we require this to be via a trackable signed for method.
You are legally obliged to take reasonable care of items. Please return an item in its original and undamaged packaging with all of its components. If an item is returned undamaged in its original and in or with undamaged packaging we will offer you a refund in accordance with our refund policy in section 5 above. If you do not return the item as instructed within 28 days of cancellation, we may make a charge in respect of the cost of recovering (or attempting to recover) the item. If you do not return an item after our reasonable attempts to recover it, you will be deemed to have accepted the item, at which point a new purchase contract will be made and you will be charged for your order at the price then set out on the original order. This does not affect your statutory rights.
We take great care under the Consumer Rights Act 2015 to ensure our products are of
* Satisfactory quality
* As described
* Fit for Purpose
If the customer believes a product does not conform to these criteria and this is confirmed by us, the customer has the right to request money back within a reasonable time. Please contact customer services who will investigate the compliant immediately.
6.2 FAULTY & DAMAGED ITEMS
6.2.2 Damaged in transit
In the event your item arrives damaged please contact customer services immediately.
1. You will be required to sign for the item damaged - couriers of larger freight items will not honour any damages claims unless these are clearly noted at the point of delivery.
2. E-mail us with a written account of the damage
3. Attach photos of the damage.
4. Once damaged has been confirmed we will arrange for either replacement parts to be dispatched or a collection of the faulty item for a refund
Providing the conditions above are adhered to, we will replace parts for damaged items where required. We will request the product is not assembled, used or destroyed in the interim. This may affect your right to return the item. We are not liable to provide a replacement in the interim or any claim resulting in temporary loss of use or associated consequential losses. A claim will be submitted to the courier company. They may choose to send out a questionnaire or representative to your home. We would be grateful for your co-operation will this matter.
We do not offer warranties for any products supplied by us. Some items, but not all, have manufacturer’s warranties. The information will be supplied with the respective purchase and claiming against the warranty will involve contacting the manufacturer directly. If a fault is caused by accident, misuse or negligence, or it occurs outside the warranty period, it may not be covered by the manufacturer's warranty
6.2.4 Spares and repairs
We are unable to offer a repair service, but in some cases, we may send out spare parts if it is deemed necessary. We will not accept any claims for losses you suffer during this time.
6.2.5 Faulty products
You will normally be asked to;
1. Send an email detailing the fault
2. Attach any photos that support this.
If you choose to return a product rather than accept replacement parts then you will be required to pay for the return.
Any faults that are judge to be as a result of misuse, wilful damage or negligence will not be covered and any associated costs related to the claim may be charged to the customer. Any item returned as faulty and found not to be faulty will not be refunded and will be returned to the customer.
If replacement items are provided in place of faulty goods that have been returned by the consumer, the cancellation rights under the Consumer Rights Act will run for 30 working days from the day after the day the consumer receives the replacement goods, provided you have previously complied with the refund policy section 5
6.2.5 Lost in transit
A very small percentage of items sent are lost in transit. If this is the case you will be offered and replacement or refund in due course – for UK items this is normally after 14 working days have passed from posting. Please note that all missing items together with customer’s names and addresses are logged with the postal services, and addresses with a history of losses may be investigated by the postal authorities. We will submit a claim for every item lost in the post. In order for this to happen, we require you to;
1. Send an e-mail to us detailing the item did not arrive.
2. Complete a questionnaire sent by the courier.
The postal autorities will attempt to locate these missing parcels, many of which are trackable by our unique identifiers on the parcels. Should your item arrive belatedly after a missing claim has been submitted we would ask you to contact us as a matter of urgency. Taking delivery of an item you are aware a lost claim has been submitted for is viewed as postal fraud by Royal Mail.
If you are in breach of these Product Terms & Conditions and we choose to ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Product Terms & Conditions. We shall not be responsible for any breach of these Product Terms & Conditions caused by circumstances beyond our reasonable control.
8. Customer Services
If you have any queries, please contact us via one of the options on our contact page.