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Delivery & Returns

 

DELIVERY

Damaged, Missing or Wrong Items

ORDER CANCELLATIONS

RETURNS and EXCHANGES

 

DELIVERY

We aim to deliver within 5-7 working days. If you are ordering a personalised or engraved item, please allow an additional 7-10 days for delivery. Should we be unable to deliver within this time period, we will advise you accordingly and you'll be within your rights, after receiving such an advice, to cancel your order.

If you need your order to be delivered by a certain date, please make this clear on your order form or contact us by email customercare@alphapetonline.co.uk or telephone 01786 842620 and we will try our best to accommodate you.

We will deliver to the address specified by you at the point of order. This can either be your own address or a nominated address given by you.

All our deliveries must be signed for at the delivery address. In case of an unsuccessful delivery by our courier or First Class Recorded Post a note will be left at the delivery address informing you of the event. Those items can usually be collected at your local sorting or post office. Collection is entirely your responsibility. Regretfully, should your order remain unclaimed and consequently returned to our premises, we will be unable to release the goods until you have paid for postage costs back to the designated delivery address.

 

United Kingdom

In most cases the postage and packaging charges are calculated by weight. For items weighing less than 1kg you will be given the option of having your order delivered 2nd class, otherwise all Royal Mail deliveries are first class. These are charged at cost based on Post Office guidelines. All delivery charges are calculated during the checkout process.

These prices are for UK mainland deliveries only using recorded mail service. For special delivery prices or non UK mainland delivery addresses please contact our customer care team on 01786 842620 or email customercare@alphapetonline.co.uk for current charges.

 

International

The postage and packaging charges are calculated by weight. These are charged at cost based on Post Office delivery guidelines. Please contact by phone or email to place your order, and we can advise on delivery costs to your country.


Damaged, Missing or Wrong Items

We take every precaution in the packing and transport of your goods to ensure that they arrive in perfect condition at you door. In cases where items are damaged in transit, you have received the wrong goods or you notice damage after the goods are delivered this must be reported to us within 48 hrs of delivery to customercare@alphapetonline.co.uk

 

ORDER CANCELLATIONS

Cancellations should be made by email to customercare@alphapetonline.co.uk, or in writing. Telephone cancellations cannot be accepted. Cancellations for bespoke or personalised orders cannot be accepted once your order has been confirmed.

 

RETURNS and EXCHANGES

We appreciate that orders are sometimes placed in a hurry and mistakes can be made. If this should happen and you are not happy with your order for any reason, please log in to your AlphapetOnline customer account, view your completed order and click on return item. Please complete the details requested within 14 days of your purchase.

When your request has been approved you will receive a confirmation email. You should then post your item(s) to the address specified and your refund will be made within 10 working days after  your return is received at our premises. All returns are subject to the following:

  • The returned items must be unused, unmarked, in the original packaging and suitable for resale
  • You are responsible for the delivery costs to our premises

Please keep proof of posting until we receive your return, as we cannot be held responsible for goods lost in transit.

THIS RETURN POLICY DOES NOT APPLY TO ANY BESPOKE OR PERSONALISED ORDERS OR SPECIAL OFFERS.

Customers are advised to obtain a 'certificate of postage' form stamped by Royal Mail before returning any items. AlphapetOnline accepts no liability for goods lost in transit back to our premises.

Please also note that toys and seasonal items are not returnable. We strongly recommend that all toys, and particularly those that contain squeaks, should be given to pets only under supervision.