How do I track my order?
When your order ships, you will receive an email containing all of the info you need to track your order. Simply follow the link in your order to head straight to our courier's tracking page.
I don't have a tracking link?
You will automatically be sent an order tracking number as part of your email order confirmation. If you are having trouble finding this in your Inbox, please check your spam or junk folders. If you are still unable to locate, please don't hesitate to contact us here and a member of our team will be more than happy to help!
My tracking says delivered but I haven't received my order
Our courier company is committed to the successful delivery of your order. Using your order tracking number, you can keep updated on progress and add any special instructions regarding your delivery.
If you’re not in when your parcel is scheduled for delivery, our courier will attempt to deliver to a neighbour or to a secure location on your property. You’ll be notified of this and your order tracking will be updated. Any secure location details will be documented and photographed as proof of delivery.
If it’s not possible to do this, our courier will attempt to redeliver the order on a rescheduled date.
My tracking hasn't changed for 24 hours
If your order tracking status hasn't changed for 24 hours, please don’t worry. There may be a number of reasons for this. If you do have any concerns over your order, following your despatch confirmation, simply contact us here and we’ll follow up directly with our delivery partner.
I have a problem with my courier
Whilst we make every effort to ensure your order arrives within the recommended timeframe, sometimes deliveries can be delayed due to circumstances out of our control. If your order hasn’t arrived after your expected delivery date, or you’re having an additional problem with your courier, please do not hesitate to contact us here, and we will be more than happy to look into this for you.
How will I know when my order has been dispatched?
Once your order has been dispatched you will receive an email notifying you that it has shipped. If you don’t receive this check your spam email or junk inbox. If you still don’t have this, please do contact us here and we will be more than happy to assist.
UK Delivery Options
Standard - Within 14 days
- Delivery is Monday to Saturday.
- £4.50 or FREE for orders over £50.
- To Highlands and Islands + 1 day.
If my delivery is late will I be refunded my delivery charge
If your order is not delivered within the promised time scale, we will happily refund any delivery costs to you. Simply contact us quoting your order number and we will refund the charge.
Can I add delivery instructions to my order?
Yes, we actively encourage you to include any specific instructions which will assist our courier in ensuring a successful delivery of your order. This option is available prior to completing your order only, we are unable to include this information once the order has been despatched. These details can be supplied via a message function which will be prevalent at the checkout stage on your order.
Can I change my delivery address once I've placed my order?
Once your order has been placed you cannot amend your delivery details. If this occurs, please contact us as soon as possible and we will attempt to amend before your order is despatched from the warehouse.
Can I nominate a safe place for delivery?
Yes, when creating an order, you will be presented with a text box where you will be able to record specific delivery instructions. This text box is located prior to finalising your order at the checkout. The information will be supplied to the courier. Most parcels are sent via Hermes where you can also nominate a safe place as well.
Do I have to pay customs charges for my order?
If you are requesting delivery outside of the UK, then please be advised that you may be required to pay import duty or formal customs entry. The order will be held within customs and the charges associated are the responsibility of the recipient. You will receive notification by customs of the costs incurred and how to obtain your parcel. We are unable to offer any assistance in providing guidance or assistance on this process.
Can't find what you're looking for?
We are keeping our online FAQ section up-to-date with all the latest Animal information. We’re sure you’ll find what you’re looking for, but if you can’t, you can contact us here.