Delivery Policy
Delivery methods and costs:
*Regional surcharges may apply and will be shown at checkout. (Please see surcharge list for more information)
Available shipping options are:
|
Free Standard Tracked Delivery 2-4 business days |
Over £49.00 and up to 23kg | Free |
|
Next Business Day Delivery (order placed before 3.00 pm) Next business day |
Over £49.00 and up to 23kg |
£2.00 |
|
Standard Tracked Delivery 2-4 business days |
Up to 2kg | £3.99 |
|
Next Business Day Tracked Delivery (order placed before 3.00pm) Next business day |
Up to 2kg | £4.99 |
|
Standard Tracked Delivery 2-4 business days |
2-7kg | £4.49 |
|
Next Business Day Tracked Delivery (order placed before 3.00pm) Next business day |
2-7kg | £5.49 |
|
Standard Tracked Delivery 2-4 business days |
7-23kg | £4.99 |
|
Next Business Day Tracked Delivery (order placed before 3.00pm) Next business day |
7-23kg | £5.99 |
|
Standard Tracked Delivery 2-4 business days |
Over £49.00 and 23-25 kg | £3.99 |
|
Standard Tracked Delivery 2-4 business days |
Over £49.00 and 25-30 kg | £4.49 |
|
Standard Tracked Delivery 2-4 business days |
Over £49.00 and 30-46 kg | £4.99 |
|
Standard Tracked Delivery 2-4 business days |
Over £49.00 and 46-69 kg | £10.00 |
|
Standard Tracked Delivery 2-4 business days |
23-46 kg | £10.00 |
|
Standard Tracked Delivery 2-4 business days |
46-69 kg | £13.50 |
* Excludes surcharge postcodes. Please see surcharge list for more information. Please note weekends are not counted as working days.
We aim to deliver all orders on time, but delays do happen from time-to-time.
Delivery Companies
- Trusted carriers
Orders are dispatched Monday to Friday - excludes Bank Holidays.
Delivery to some areas may also take a little longer; please allow for 24-48 hours (Handling Time is included).
Where We Can Deliver
We are pleased to offer delivery services within the United Kingdom, including England, Scotland, and Wales. However, please be aware that we do not deliver to the following areas:
- The islands
- Northern Ireland
Delivery Zones:
We provide delivery services to most regions in England, Scotland, and Wales. Please make sure to check the availability of delivery to your specific postcode during the checkout process.
Delivery Times:
Our estimated delivery times may vary depending on your location within the United Kingdom.
Delivery Charges:
Delivery charges may apply and will be displayed during the checkout process. These charges may vary based on your location and the size/weight of your order.
Delivery Exceptions:
Please note that we are unable to deliver to the islands or Northern Ireland at this time. We apologize for any inconvenience this may cause.
If you have any questions or need further information regarding our delivery services, please do not hesitate to contact our customer support team. We are here to assist you.
Delivery Timings
You’ll receive your order according to the service hired. Delivery can take between two to four working days after ordering. Although we aim to deliver all orders on time, this service is provided by either Amazon Shipping and delays can occur beyond our control from time-to-time. In case of delays, we’ll contact you by email.
- Trusted carriers: next working day after dispatch
Processing and Dispatching Your Order
We put all our effort to process your order within 1 working day after receiving your payment or a valid prescription where required. As soon as we confirm and dispatch your purchase from our warehouse, you'll get a tracking number from one of our couriers so you can track your order on their website. You will also be notified via email once your order has been dispatched.
If we cannot process and dispatch your order within 3 working days we will contact you by email.
Please also bear in mind that card payments are automatically processed at the time of the order.
Tracking Your Courier Delivery
The service provided by any of our couriers can be fully tracked. As soon as your order leaves the warehouse, you’ll receive a mail with a tracking number. You will be able to see your tracking number within your account page or the courier’s page. We suggest using the free courier’s app to follow up the status of your parcel.
Delivery Missed
If you are not in the address provided by the time your parcel arrives, our courier will attempt delivery 3 more times. You can contact us or the courier to find out the status of your delivery.
Lost Orders
If your package hasn't arrived within 5 days (for Standard Tracked Delivery) or 2 days (for Next Business Day Delivery) from the dispatch date, please contact us. The Amazon Shipping courier service operates according to their specified guidelines until 8:00 PM.
Frozen Items
Your frozen orders will be shipped separately to the rest of your orders and delivered by a trusted partner in order to ensure that they remain in perfect conditions. Please note that an additional special packing charge may be added.
Returns and Refunds
In case you changed your mind, you are not happy with the product purchased or you received a faulty item, you have the right to return or cancel your order and receive a full refund up to 30 days after the dispatch date of the item. However, if you have requested a cancellation but the order has already been dispatched, we won’t be able to cancel and refund the order.
Please also note that we can’t proceed with the refund or return of the following items:
- Items that have been open or used
- Faulty or unfit for purpose
- Perishable items like temperature controlled food
- Labelled products like flea and worming treatments
Incorrect, Damaged or Faulty Items -
What To Do
From time to time, mistakes can occur when packing your items. In case you received a damaged or a faulty item, a picking error has occurred or you have received different items, you have 30 days to arrange a return/refund. Please report to us within 7 days of receiving your order so we can rectify the problem. The best way to get in touch with us is by sending an email at help@petsmagnet.co.uk with images of the item. Please don’t forget to include your order number!
How to Return an Item
You can return any item by simply posting the item back to us after notifying your return intentions. You have to keep the item and its original packaging intact and accompanied by a written explanation of the return reason. Please don’t forget that you have no more than 30 days to return an item and you will need to pay the return fees.
You have to send the item to the following address and also keep a proof of postage:
Vaggroup LTD
Unit B, Mulberry Enterprise Park,
Coventry Road, Lutterworth, Leicestershire, LE17 4JB
How to Get a Refund
As soon as we receive your return, our team will analyze the case and send you an email to confirm your refund to the card used to make the purchase. Please note that the refund process can take up to 14 working days. If after that timeframe you haven’t received your refund, we suggest contacting your bank.
Customer Support
Office hours: 9:00am - 4:30pm Monday to Friday (Bank Holiday opening hours may differ)
Tel: +44 800 520 00 80
Email: help@petsmagnet.co.uk
This Returns Policy does not affect your legal rights.