Shipping policy

Last Updated: 27 June 2026

Thank you for shopping with Wagtails Pet Store.

This Shipping and Delivery Policy explains where we deliver, how orders are processed, our estimated delivery times, applicable shipping charges, tracking availability, and how delivery-related issues are handled.

By placing an order through our website, you agree to the shipping terms described below.

1. Shipping Coverage

We currently deliver to valid addresses within the United Kingdom.

We do not currently offer international shipping. Orders placed using a delivery address outside the United Kingdom may be cancelled and refunded.

2. Order Processing Time

Orders are normally processed and prepared for dispatch within 1–2 business days.

Business days are Monday to Friday, excluding UK public holidays.

Orders placed after our daily cut-off time, during weekends, or on UK public holidays will begin processing on the next available business day.

3. Order Cut-Off Time

Our daily order cut-off time is:

5:00 PM (GMT/UTC+0)

Orders received after 5:00 PM will be treated as having been received on the following business day.

4. Estimated Delivery Time

Our estimated standard delivery timeframe is:

  • Handling time: 1–2 business days
  • Courier transit time: 3–4 business days
  • Total delivery time: 4–6 business days

The estimated total delivery period begins after your order has been successfully placed and payment has been authorised.

Delivery times are estimates and are not guaranteed. The actual delivery date may vary depending on your location, courier operations, weather conditions, public holidays, seasonal demand, and circumstances outside our reasonable control.

5. Shipping Charges

Our standard UK shipping charges are:

  • Orders with a qualifying value of £200 or more: Free Standard Shipping
  • Orders with a qualifying value below £200: £4.99 Standard Shipping

The qualifying order value is calculated after promotional codes, discounts, or other reductions have been applied and before shipping charges are added.

The applicable shipping cost will be calculated automatically and displayed during checkout before you complete your payment.

Any additional or upgraded delivery options, where available, will also be displayed during checkout.

6. Dispatch Confirmation and Tracking

Once your order has been dispatched, we may send you a shipping confirmation email.

Where tracking is available, the confirmation may include:

  • Your tracking number
  • The courier’s name
  • A link or instructions for tracking your parcel

Tracking information may require a short period to become active after the parcel has been collected or scanned by the courier.

Tracking availability depends on the delivery service used for your order.

7. Delivery Delays

We make reasonable efforts to process and dispatch orders within the stated timeframes. However, delivery delays may occasionally occur because of circumstances outside our control, including:

  • Severe weather conditions
  • Courier or transport disruption
  • UK public holidays
  • High seasonal order volumes
  • Delivery network congestion
  • Incorrect or incomplete delivery information
  • Unexpected technical or operational issues

Where we become aware of a significant delay, we may contact you using the email address or telephone number provided with your order.

8. Accurate Delivery Information

Customers are responsible for providing complete and accurate delivery information during checkout.

Before submitting your order, please check the following details carefully:

  • Recipient’s full name
  • House number or building name
  • Street address
  • Town or city
  • Postcode
  • Contact telephone number
  • Email address

Wagtails Pet Store is not responsible for delivery delays, failed deliveries, or losses caused by incorrect, incomplete, or outdated information provided by the customer.

Where a parcel is returned because the delivery information was incorrect or incomplete, additional shipping charges may apply before the order can be resent.

9. Changing Your Delivery Address

Please contact us as soon as possible if you need to change the delivery address associated with your order.

We will make reasonable efforts to update the address, but changes cannot be guaranteed after the order has entered processing, packing, fulfilment, or dispatch.

Once a parcel has been transferred to the courier, we may be unable to redirect it.

10. Order Cancellations

You may request cancellation within 24 hours of placing your order.

Cancellation requests must be submitted as soon as possible. A cancellation cannot be guaranteed once the order has entered processing, packing, fulfilment, or dispatch.

Where an order can no longer be cancelled, you may need to receive the parcel and request a return in accordance with our Returns and Refunds Policy.

11. Missed or Unsuccessful Deliveries

If no one is available to receive the parcel, the courier may:

  • Leave the parcel in an approved safe place
  • Deliver it to a neighbour
  • Attempt delivery again
  • Take it to a local collection point
  • Return it to the sender

Please follow any delivery instructions or collection requirements provided by the courier.

Customers are responsible for collecting parcels within the timeframe stated by the courier. If an uncollected parcel is returned to us, additional delivery charges may apply before it can be resent.

12. Parcels Marked as Delivered

If the courier’s tracking information shows that your parcel has been delivered but you cannot locate it, please:

  • Check around your property and any designated safe place
  • Ask other household members
  • Check with nearby neighbours
  • Look for a delivery notice from the courier
  • Contact the courier using the available tracking details

If the parcel remains missing, please contact us with your order number and tracking information so that we can review the issue.

13. Damaged Deliveries

Please inspect your parcel and products as soon as reasonably possible after delivery.

If your order arrives damaged, contact us promptly and provide:

  • Your full name
  • Your order number
  • A description of the damage
  • Clear photographs of the affected product
  • Photographs of the outer and inner packaging
  • A photograph of the delivery label, where available

Please retain the damaged product and all packaging until we have reviewed the matter and provided further instructions.

Depending on the circumstances, we may offer a replacement, refund, return arrangement, or another appropriate resolution.

14. Missing or Incomplete Orders

If an item appears to be missing from your delivery, please first check:

  • Your dispatch confirmation
  • All packaging carefully
  • Whether the order was divided into separate parcels
  • Tracking information for additional shipments

If part of your order is still missing, contact our customer service team with your order number and the details of the missing product.

15. Orders Returned to Sender

A parcel may be returned to us when:

  • The delivery address is incorrect or incomplete
  • Delivery attempts are unsuccessful
  • The parcel is refused
  • The parcel is not collected
  • The courier cannot access the delivery location

Once the returned parcel has been received and inspected, we will contact you regarding the available options.

Where the return resulted from incorrect customer-provided information, refusal of delivery, or failure to collect the parcel, reasonable delivery or return costs may be charged or deducted where permitted.

16. Shipping-Charge Refunds

Where an order qualifies for a refund under our Returns and Refunds Policy, the treatment of the original shipping charge will depend on the reason for the return and any applicable consumer rights.

The £4.99 Standard Shipping charge may not be refundable for voluntary change-of-mind returns unless required by applicable law.

Where an order was faulty, damaged, incorrectly supplied, or otherwise eligible for delivery-cost reimbursement, we will review the circumstances and provide an appropriate resolution.

17. Contact Information

For shipping, tracking, or delivery enquiries, please contact:

Business Name: Wagtails Pet Store
Email: support@wagtailspetstore.com
Telephone: +44 1268 793632
Business Address: 265 High Road, South Benfleet, Benfleet, SS7 5HA, United Kingdom
Customer Service Hours: Monday to Friday, 9:00 AM–5:00 PM (GMT/UTC+0)
Order Cut-Off Time: 5:00 PM (GMT/UTC+0)

18. Important Information

  • Orders are normally processed within 1–2 business days.
  • Courier transit normally takes 3–4 business days.
  • The total delivery time is 4–6 business days.
  • UK orders of £200 or more qualify for Free Standard Shipping.
  • UK orders below £200 are charged £4.99 for Standard Shipping.
  • The free-shipping threshold is calculated after discounts have been applied.
  • Delivery times are estimates and may be affected by courier operations or circumstances outside our control.
  • Customers are responsible for providing complete and accurate delivery details.
  • Tracking is supplied where supported by the selected delivery service.
  • This policy may be updated from time to time. Any revisions will be published on this page with an updated “Last Updated” date.