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Delivery & Returns

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:

Royal Mail 2nd class Untracked Delivery 3-5 working days (0.01kg–0.25kg) £1.99
Royal Mail 2nd class Untracked Delivery 3-5 working days (0.25kg–2kg) £2.99
Tracked Courier Delivery 3-5 working days (2kg–31kg) £4.99
Orders over £49.00  FREE


* 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

  • Royal Mail
  • DX Delivery

Orders are dispatched Monday to Friday - excludes Bank Holidays.

Delivery to some areas may also take a little longer; please allow for 48-72 hours (Handling Time is included).

Update About COVID-19

Due to the stress caused by the COVID-19 crisis, many couriers may be experiencing delays which are out of our control. Please visit our couriers service page to find out more information about their current delivery times:

Where We Can Deliver

We deliver to all the areas and addresses within the UK. We don’t currently ship outside the country.

Delivery to some areas may also take a little longer; please allow for 48-72 hours (Handling Time is included).

Please note that we are unable to ship to BFPO addresses.

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 Royal Mail or DX Delivery and delays can occur beyond our control from time-to-time. In case of delays, we’ll contact you by email.

  • Royal Mail: 3-5 working days (including Saturdays), depending on the chosen service
  • DX Delivery: 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.

Sign Off Package Options

When confirming the delivering options, you can choose whether to receive and sign off for your delivery or opt to have your parcel left in a safe place.

In case you opt to sign for your delivery, it’s your responsibility to ensure that there is someone available at the address confirmed, or that special delivery instructions have been left when placing the order.

If you give alternative delivery instructions, please bear in mind that we won’t be liable for the cost of the replacement in case it’s missed or damaged after being left as the customer has instructed.

Finally, please note that although delivery instructions are left at time of ordering, these may not always be followed by the courier delivery driver as it is up to their discretion.

Delivery Missed

It is your responsibility to make sure that there is someone available to sign for your delivery or that you left special delivery instructions. 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

In case that you haven’t received your order within 7 days from the date of dispatch, please contact us so we can submit a claim to the courier.

Warehouse Pick Up

If you select this option, we will send you an email confirming the day, time and address to collect the item.

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 info@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:

PetsMagnet LTD
16 South Folds Road,
Corby, Northamptonshire, NN18 9EU

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: 01536 744 356

Email: petsmagnet@gmail.com

This Returns Policy does not affect your legal rights.