Delivery & Returns

UK Deliveries

We are proud to be able to offer nationwide delivery to our customers in the United Kingdom. To ensure safe and reliable delivery of your orders ALL of our UK customer orders are sent on either a fully tracked or barcoded delivery service (as outlined above), with many of our customers receiving their orders within 1 to 5 working days from their date of purchase. Delivery charges are calculated at £8.95 per order, however we reserve the right to charge a surcharge regarding bulky orders for example over 15kg.

This is calculated by the total weight of your order to ensure you receive the best possible value for money.

We know how important it is to our customers to receive their orders as quickly as possible. That is why we work with two of the UK’s most trusted delivery companies to ensure our customers not only receive their deliveries on time, but also in perfect condition. We aim to despatch all orders* within 1 to 3 working days, meaning the majority of our UK customers will receive their order within 1 to 5 working days from the date of purchasing.

*For large/bulk purchases of single items, despatch times can range from 1 to 14 working days depending on stock availability and quantities purchased.

If you require further information on estimated despatch times and stock figures for particular products please do not hesitate to contact our Customer Service team at info@petsbits.com

ROYAL MAIL

It may be that some of our UK Small Parcels (under 2kg in weight) are sent through Royal Mail, the UK’s most trusted Letters and Parcels delivery company. To assist you when it comes to the delivery of your order the service, we use is a barcoded Royal Mail delivery service which provides delivery confirmation to both you and us upon successful delivery and barcode scan from your postman.

Small parcels are sent through Royal Mail on either a standard or fully Tracked and Signed delivery service. For further information on prices and delivery service for International orders please view International Delivery below.

DPD – All orders sent with DPD are fully tracked. This means we can track your order from the moment it leaves our warehouse, to the moment it arrives at your door for successful delivery. Unless a ‘safe location’ has been provided on your order ALL DPD deliveries require a signature upon delivery. DPD will endeavour to deliver your parcel to your address first, followed by a neighbouring address if delivery has been unsuccessful to the intended recipient. If DPD are unable to successfully deliver your parcel on your scheduled day of delivery to either yourself or a neighbour they will take this to your local DPD delivery office and you will be provided with a delivery card advising of the next steps required for access to your parcel, allowing you to either collect or rearrange delivery on a date that suits you.

Please note, DPD will attempt to deliver your parcel over two consecutive days. If they are unsuccessful on both days, your parcel will be held for 5 working days before being returned to us. Should your item be returned to us, additional charges to which you are liable for may be incurred. If you are experiencing problems with your delivery or collecting your order please do not hesitate to contact us and we will do our best to assist.

DELIVERY CHARGES

As we offer the best prices possible on every product in our shop, we do not offer free delivery as standard. Many online retailers will increase their product prices accounting for postage within the sale price of their products, enabling them to offer ‘free delivery’.

PERSONAL DELIVERY – NOTTINGHAMSHIRE AND SELECTED LE POSTCODES

Do you live locally? We now operate a FREE personal delivery service five days a week to all of our Nottinghamshire and some LE Postcodes: 

If you wish to place an order for personal delivery this can be done either online, over the phone or by emailing info@petsbits.com. Upon receiving your order one of our sales team will be in touch to arrange a suitable date and time for delivery. Please allow 1 to 3 working days for successful delivery of your order.

NB: We are able to leave orders in a ‘safe location’ if required. Please add a note to your order stating your ‘safe location’ prior to checkout.

RETURNS AND REFUNDS

Refund

Every order we receive is just as important to us as the next; that’s why we make sure we take care and attention with every product we package in the hope this arrives in perfect condition. Occasionally things can go wrong and it may unfortunately result in your order arriving damaged, faulty or just not suitable for you (e.g. wrong size ordered etc). If you wish to return a product for whatever reason we operate a 14-day return policy allowing either a refund or exchange in most circumstances. Please view the tabs below for further information.

Please ensure your item is in its original condition with tags intact for refunds and exchanges to be processed successfully. Should items be returned back to us not in the condition they were sent, Petsbits reserve the right to return these back to you as we are unable to process refunds or exchanges for used goods.

We understand all pets have different requirements, so it can easily happen that you order an item and it turns out to be the wrong size for your pet, it doesn’t fit or your situation has changed and the product is no longer needed. If you wish to return your item(s) for a full product refund due to any of the above reasons please follow these simple steps below. If you wish to exchange your item, please view the tab titled Return for Exchange.

  1. Email us at info@petsbits.com or call 07583202299. Please have the following information available to hand or included in your email:
    • Customer Name
    • Order Number
    • Item(s) to be returned
    • Reason for return
  2. We will authorise your return within 2 working days providing you with our return address and a returns authorisation code (RAC) allowing our team to match your return up with your original order quickly and efficiently preventing any delay with refunds once your item(s) have been received back.
  3. Pack your item(s) up in the original packaging that you wish to return, and include within this parcel your allocated RAC
  4. Post your item(s) back to us using your chosen parcel delivery service

Once your return has been received back relevant refunds will be issued within 48 hours to your PayPal account or Credit/Debit card. Unfortunately, we are unable to issue credits rather than refunds.

NB: We recommend all returns get sent on a fully tracked delivery service, as we cannot be held responsible for items going missing. We also recommend that you obtain Proof of Postage from your chosen courier, to enable you to make a claim should this be required. This is free of charge with any courier, confirming dispatch of your item(s). If you are returning your order using Royal Mail, please ensure YOUR address is clearly stated on the package should Royal Mail need to return this to you.

Exchange

It can happen where you order an item and it’s the wrong size or it doesn’t fit and you need to exchange it for a different size. If you wish to return your item(s) for a similar product, please follow these simple steps below. If you require a return for refund please view the previous tab titled Return for Refund.

  1. Email us at info@petsbits.com or call 07583202299. Please have the following information available to hand or included in your email:
    • Customer Name
    • Order Number
    • Item(s) to be returned
    • Reason for return
    • Exchange request (please clearly outline the item you wish to receive in exchange)
  2. We will authorise your return within 2 working days providing you with our return address and a returns authorisation code (RAC) allowing our team to match your return up with your original order quickly and efficiently preventing any delay with refunds once your item(s) have been received back.
  3. Pack your item(s) up that you wish to return, and include within this parcel your allocated RAC
  4. Post your item(s) back to us using your chosen parcel delivery service
  5. Once your return has been received back relevant refunds will be issued within 48 hours to your PayPal account or Credit/Debit card. Unfortunately, we are unable to issue credits rather than refunds. Post your item(s) back to us using your chosen parcel delivery service

Once your return has been received back, we will be in touch to arrange the exchange of your product(s). If any refunds are required with your exchange these will be processed upon us dispatching out your replacement item. If any payments are required from yourself for your exchange, we will contact you when we receive your return back to take payment for the new item you require. All exchanges are processed in our warehouse within 48 hours of receiving them back, and you are liable for any postage charges incurred for exchanges.

NB: We recommend all returns get sent on a fully tracked delivery service, as we cannot be held responsible for items going missing. We also recommend that you obtain Proof of Postage from your chosen courier, to enable you to make a claim should this be required. This is free of charge with any courier, confirming dispatch of your item(s). If you are returning your order using Royal Mail, please ensure YOUR address is clearly stated on the package should Royal Mail need to return this to you.

Faulty or damaged

Although we take as much care as possible packaging and despatching orders sometimes things can go wrong and regrettably it can happen where damage is incurred during transit or an electrical item is received faulty. If you have received a faulty or damaged item or one that does not meet your expectations/not as described please notify us by email within 2 working days* of receiving your order with the following information so we can rectify this for you as quickly as possible:

  • Customer Name
  • Order Number
  • Item(s) affected
  • Clear image evidence of damage/fault
  • Resolution preference (refund/exchange) *

*Failure to provide us with the above product information for a refund/exchange within the two working days may mean that refunds or replacements cannot be provided unless the product comes complete with a warranty or guarantee supplied by the manufacturer or at the discretion of Management at Petsbits.

Whilst we endeavour to be able to replace any faulty or damaged item, on occasion regrettably this may not be possible due to stock issues, quality concerns or other factors. If we are unable to provide you with a replacement product, we will arrange for either a partial or full refund to be issued. Should we require the faulty or damaged item back a prepaid returns label will be provided to you at no cost to ensure free returns on the item(s) in question. 

Please note we may require your faulty or damaged item back, as would any retail shop. Please DO NOT dispose of faulty or damaged goods unless you have been instructed to by our Customer Service team. If you have disposed of goods that you may require a replacement or refund on before we have confirmed it is suitable to do so we are unfortunately unable to action any resolution.

FAQs

MY ORDER HASN'T ARRIVED YET. WHAT DO I DO?

If you haven’t received your order or order dispatch confirmation within 7 working days of you placing it, please contact us immediately so we can investigate this for you with our couriers. It may just be the postman has been held up delivering your order as there are unfortunately many factors that can delay mail, so please be patient. Whatever happens, we can resolve your issue. Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

HOW LONG DOES IT TAKE TO GET A REFUND?

Returns are processed on a daily basis within our office, Monday to Friday 9am till 4pm. We aim to process all returns within 48 hours of receiving them back ensuring all the relevant information is within the parcel, resulting in a refund or exchange depending on your request. Please note, refunds are subject to standard bank clearing times and dependent on the method of payment you have used and to which we have refunded, refunds may take up to 7 working days.