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Delivery - Shipping Services and Returns Policy


We aim to dispatch all orders the next working day after the order is placed, & often the same day. This page explains the delivery options and services we offer, how much it costs, returns, and international shipping.

What delivery services are available?
UK customers - When you make a purchase from the Electronic Pet Shop, you get a choice of delivery options, all calculated depending on the weight of your pets. Compensation is included on all delivery types. To help you decide which to choose, these are explained below.

  • Recorded Signed For Royal Mail First Class
    Delivery time - 1 to 2 working days.

  • Standard DeliveryStandard Delivery
    Delivery time - 3 to 5 working days.

  • Special Delivery Royal Mail Special Delivery Next Day
    Delivery time - 1 working day (Guaranteed next day delivery before 1pm)
    Requires a signature on delivery. Online tracking available.

  • DHL Parcel Delivery DHL Parcel Delivery
    Delivery time - 24 or 48 hours
    For larger or more expensive pets we may ship by DHL at no extra cost to you. Your pet can be tracked online and will still reach you within the time specified.

Depending on the combined weight of the pets in your order, certain options may not be available if they are over the limit of particular services. At times we may upgrade postage on your pet by a different delivery types for faster and better service. For international delivery services, click here.

If no-one is in at the shipping address when your order arrives, the parcel will be deposited at your local sorting/delivery office. You should be notified of this by a card through you letterbox. If your pet is sent by DHL, they can be contacted on 01332 816960, to arrange redelivery. Alternatively, just give us a call and we'll chase it up for you.

You have three weeks to collect parcels sent by Standard Parcels, and one week to collect parcels sent by the Recorded Signed For and Special Delivery services, before they are sent back to us. If this should occur, we reserve the right to charge for re-delivery.

We attempt to post all adoptions the same day if ordered before 1pm. Please note - as with any internet shop, delivery is out of our hands once the order has been dispatched. All deliveries are subject to the Royal Mail's terms and conditions. In the case of an order being damaged or lost in the post (loss occurs 15 working days after the parcel's estimated delivery date), compensation should be sought from the Royal Mail. We will assist as much as we possibly can in claiming back your loss, and provide all necessary receipts.

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How much does delivery cost?
Instead of charging a fixed rate for delivery, the cost is automatically calculated depending on the weight of the pets in your cart. This method is far more fair and cost-effective for you than the way some websites do shipping, as actual Royal Mail postage costs are used.

To find out how much a pet (or several pets) will cost to send, simply add them to your Shopping Cart, and hey presto, all your delivery options and how much each one costs appears in the shipping calculator under the cart.

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What about international shipping (outside UK)?
We want the Electronic Pet Shop to be accessible by everyone, so we've made it a worldwide thing. We deliver to almost every country in the world. If your country isn't in the drop-down list in the Shipping Options calculator, just contact us and we'll see if we can add it.

The calculator is automatically set to calculate UK postage, so if you live in a different country, simply select it from the drop-down list and press "recalculate" to find out the shipping cost. The options for worldwide shipping are:

  • Royal Mail Airmail Royal Mail Airmail
    Delivery time - European aim 3 working days, Worldwide (outside Europe) aim 5 working days. This is delivery time to country itself, please allow extra time for parcel to get through your country's internal postal system.
    We cannot always guarantee any compensation for lost Airmail parcels.
     

  • International Signed For Royal Mail International Signed For
    Delivery time - European aim 3 working days, Worldwide (outside Europe) aim 5 working days. This is delivery time to country itself, please allow extra time for parcel to get through your country's internal postal system.
    Includes compensation up to £34 for loss or damage in post. Extra compensation can be added up to the values of £250 or £500. If you require additional cover, please contact us before placing your order. Requires a signature on delivery. Tracking to arrival at destination country.

If no-one is in at the shipping address when your order arrives, the parcel will probably be deposited at your local sorting/delivery office for you to collect, but this varies depending on your country's postal system. If parcels are returned to us by Royal Mail for any reason, we reserve the right to charge for re-delivery.

Please note - as with any internet shop, delivery is out of our hands once the order has been dispatched. All deliveries are subject to the Royal Mail's terms and conditions. In the case of an order being damaged or lost in the post, compensation should be sought from the Royal Mail. We will assist as much as we possibly can in claiming back your loss.

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What if I need to return or exchange something?
We believe you will be delighted with every pet you adopt from the Electronic Pet Shop. However, understandably things may very occasionally go wrong, and if this happens, we want to make it as easy as possible for you to get it sorted.

If you do need to return an item to us, please contact us first so that we can authorise your return and give you a special Returns Code to include in the parcel you send back to us. If you haven't checked with us first to get the go-ahead, we will not be able to process your return.

IMPORTANT - All items being returned are the responsibility of the customer until they reach us. For this reason, it is highly recommended that you keep all your postage receipts and use a delivery service with guaranteed compensation for loss or damage in transit up to the value of your item, such as Royal Mail Recorded Signed For, Special Delivery, Standard Parcels with additional cover, or for international customers, Royal Mail International Signed For or Airsure.

  • Damaged or Faulty Items
    If you believe your pet to be faulty on arrival, please let us know. We will advise you on steps to take to deduce whether your pet really is faulty or if it was just temporarily misbehaving (animals can be mischievous!). If you conclude that your pet does have a fault, we will get back to you within 1-2 working days to let you know whether we will be sending a replacement right away, or if you need to send the original pet back for a refund or replacement. If necessary we will reimburse you with the cost of sending the item back to us, so for us to do this please enclose a copy of the postage receipt or email us a scan of it. Returned pets will be thoroughly checked over and if they do prove to be faulty, we will issue a refund or send you the replacement or repair as soon as possible. If the correct item is not in stock, we will send you the closest alternative upon your approval, or issue you with a refund (with the payment method you initially used, unless postal order) or an account credit if preferred. If the item proves not to be faulty, we will either charge to have the item sent back to you, or if you prefer we can keep it and issue you a refund for the item (minus postage, packaging and gift-wrap charges), provided the item is in a perfect re-sellable condition with all parts and packaging included.

  • Unwanted Gifts
    It's understandable that you might be given a pet and not be able to care for it, because you already have one like it or you have too many animals to look after. If this is the case, we will refund you the money for the item, minus any extra costs incurred in the processing of the order (i.e. postage and packaging charges and gift wrapping). It will also be your responsibility to cover the cost of sending the item back to us. Items must be returned within 30 days of receipt in a perfect re-sellable condition with all parts, accessories, packaging, instructions etc. Please also include the receipt that came with your order. We will issue the refund only once the item has been thoroughly checked over, and refunds will be issued using the same method as the payment was initially made, unless postal order. Alternatively, we can credit your Electronic Pet Shop account with the relevant amount. If you've been given the item as a present and have a gift receipt, we can only issue a refund as credit in your account, so for a card, PayPal or cheque refund, please get the buyer to contact us.

  • Wrong Item or other Order Mistake
    If you receive the wrong item due to a fault that we have made, we will replace it for the correct item or issue you with a refund or account credit instead if you feel this is necessary. Any wrong items must be returned within 30 days of receipt in a perfect re-sellable condition with all parts, accessories, packaging, instructions etc. We will send you the correct item as soon as possible. If the correct item is not in stock, we will send you the closest alternative upon your approval, or issue you with a refund (with the payment method you initially used, unless postal order) or an account credit if you prefer. We will also reimburse you with the cost of sending the item back to us, so please enclose a copy of the postage receipt or email us a scan of it, in order for us to do so.

Refunds are given at the discretion of ElectronicPetShop.com. If any goods are returned incomplete, damaged, soiled, or used, then we reserve the right to impose a charge. We reserve the right to restrict returns to unopened or defective products at our discretion.

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Related Links
You'll be able to find useful information in the following pages to help you out with your adoption, if you're still unclear about something:

  • Payment Methods
    We offer a safe and reliable online payment system, but click here if you need any more info about it or our alternative payment methods.

  • Privacy
    We never pass your details onto anyone outside of Electronic Pet Shop, and this page will give you all the finer details.

  • Security
    ElectronicPetShop.com stores and processes information using a safe and secure system. To read more, check out the Security page.

  • Terms and Conditions
    All the boring small print that you have to accept before you buy from us. Don't worry, it's nothing unexpected. You won't be signing your life away!

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