Delivery Policy US
Before placing an order, it is imperative that all international customers ensure their chosen items comply with their country's customs regulations.
We offer comprehensive shipping options for deliveries to the United States, which include:
- UPS Express Saver/Standard: Our UPS Express Saver and Standard services are tailored to accommodate parcels of varying weights and dimensions. Shipping costs are determined during the checkout process, considering the destination country and the weight of your selected items.
- UPS Express Saver: This is a traceable delivery service with an estimated delivery period of 1-3 business days following dispatch.
- UPS Standard: Also a traceable delivery service, it typically takes 2-5 business days for delivery after dispatch.
For orders originating outside of the United Kingdom, only the UPS Express service is available. If you are placing an order from a location outside of the UK, please be aware that all parcels require customs clearance. Consequently, you may be asked to furnish an import permit before your order can be dispatched. We strongly recommend reaching out to your local customs authorities in advance to confirm that you possess the necessary documentation and authorizations for importing these items. If you are able to acquire any supplementary required documents beforehand, please provide us with copies, and we will include them in your shipment.
Furthermore, please take into consideration that depending on your country's customs regulations, you may be obligated to cover the costs of import taxes and duties as dictated by your local authorities.
We are committed to facilitating a smooth international ordering experience. Nevertheless, we strongly encourage our valued customers to stay well-informed about the customs regulations and prerequisites of their respective countries to avoid unforeseen complications with their orders. We appreciate your trust in choosing us for your international shopping requirements.
Available shipping options are:
|
UPS: Express Saver 2-5 business days |
Up to 2kg | $28.00 |
|
UPS: Express Saver 2-5 business days |
Up to 2-4kg |
$33.00 |
|
UPS: Express Saver 2-5 business days |
Up to 4-6kg | $44.00 |
|
UPS: Express Saver 2-5 business days |
Up to 6-8kg | $50.00 |
|
UPS: Express Saver 2-5 business days |
Up to 8-10kg | $56.00 |
|
UPS: Express Saver 2-5 business days |
Up to 10-15kg | $69.00 |
|
UPS: Express Saver 2-5 business days |
Up to 15-20kg | $83.00 |
|
UPS: Express Saver 2-5 business days |
More than 20kg | >$112.00 |
* 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.
Returns and Refunds
In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel an order and receive a full refund within 14 calendar days after receiving the item from us. This right applies even if you have a change of heart and no longer wish to keep the item. The refund will encompass the minimum postage costs associated with your order. Please note that you are responsible for the return shipping costs. To initiate the cancellation, you must inform us of your intent and return the item via recorded delivery within 14 days of notifying us. We will then process your refund within 14 days after receiving the returned item. It is your responsibility to handle all items to be returned, including their packaging, with reasonable care until they are received by us. Any damage may result in the partial or complete withholding of the refund.
For perishable items, such as temperature-controlled food or medication, returns are not accepted due to regulatory constraints. This includes all medication, including licensed and prescription items.
Items that have been opened or used, unless found to be faulty, are generally not eligible for returns. However, if an item is damaged, unfit for purpose, or not as described at the time of your order, you have up to 30 days to request a return and refund.
For items returned beyond the initial 14-day period, we kindly request that you provide a written explanation for the return reason. Depending on the circumstances, returned items in this category may or may not qualify for a full refund. For example, if you used an item for a certain duration before it malfunctioned, you may be responsible for a portion of the refund to account for the usage period.
Under normal circumstances, our liability for compensation in cases of order delays or non-delivery will be limited to the value of the original order. No additional compensation will be offered, even in situations where you may have made arrangements, such as taking time off work to receive the order.
If you are considering the possibility of returning an item, we recommend reaching out to us directly. Our returns department is always ready to assist you and provide more detailed information about the return process. To get in touch with us, please use the contact details provided below.
Customer Support
Office hours: 9:00am - 4:30pm Monday to Friday (Bank Holiday opening hours may differ)
Tel: +44 800 102 60 07
Email: help@petsmagnet.co.uk
This Returns Policy does not affect your legal rights.