Delivery
We deliver to mainland UK addresses only.
| Option | Cost | When |
|---|---|---|
| Standard delivery | £2.99 | Orders placed before 12pm Monday to Friday are normally dispatched the same day, excluding bank and public holidays |
| Free standard delivery | Free on orders of £50 or more | As standard delivery |
| Click & Collect | Free | Monday to Friday. When orders are ready |
Free standard delivery applies when your basket comes to £50 or more after any discounts. The delivery charge itself doesn’t count towards the £50.
Orders may be sent with Evri, Royal Mail or DPD, depending on the parcel and service. The available service, any restrictions and the estimated delivery time are shown at checkout.
“Dispatched” means your parcel has left us or been handed over for delivery. It isn’t a guarantee of same-day delivery. Delivery estimates can be affected by things outside our control, but this doesn’t remove your statutory rights if goods are late, lost or not delivered.
Click & Collect
Click & Collect is free, Monday to Friday, from Pet Stop, 24 Wood Road, Codsall, Wolverhampton, WV8 1DB.
- Choose Click & Collect at checkout.
- Wait for our email to say your order is ready. Orders placed before 12pm Monday to Friday are normally ready the same day. Orders placed after 12pm, at weekends or on bank and public holidays are normally ready the next working day.
- Collect from the Pet Stop counter during our opening hours.
Please wait for our “ready to collect” email before travelling to the store.
We normally hold orders for 7 days. If an order isn’t collected, we may contact you and cancel and refund it where appropriate.
Your right to cancel
For most goods bought online, you have a legal right to change your mind. You normally have 14 days from the day after you receive the goods to tell us you want to cancel, and then a further 14 days to send them back.
If you cancel, we’ll refund the price of the goods and the cost of our least expensive standard delivery option, where the law requires this. You normally pay the direct cost of returning non-faulty goods.
This right doesn’t apply to some goods, depending on the product. These can include personalised items, goods that deteriorate or expire quickly, and sealed goods that aren’t suitable for return once unsealed, for health or hygiene reasons.
30-day goodwill returns
As well as your legal rights, we offer a 30-day goodwill return period for many non-faulty products. To return an item under this policy, it should normally be:
- unused, and unopened where appropriate
- complete, in its original undamaged packaging
- in a condition suitable for resale
You pay the return cost for a non-faulty goodwill return. Some products may be excluded for hygiene, safety, perishability or personalisation reasons. This policy doesn’t reduce your statutory rights.
Faulty, damaged or incorrect items
If an item is faulty, damaged, misdescribed or incorrect, please contact us as soon as you reasonably can so we can help. Depending on the circumstances and timing, your remedies may include a refund, repair, replacement or price reduction.
If something is damaged in transit, please tell us promptly and send photos if you can. This helps us deal with the courier; it doesn’t reduce your rights.
How to return an item
Unless we give you different instructions, please send returns to:
Returns
Pet Stop Direct Limited
24 Wood Road
Codsall
Wolverhampton
WV8 1DB
Include your order number and enough information for us to identify your order. We recommend a tracked service when you’re paying for the return.
Refunds
Approved refunds are made to your original payment method unless we agree otherwise. Timing depends on the reason for the refund and the legal requirements. Banks and payment providers can take extra time to show a refund in your account.
Contact us
Questions about a delivery or a return? Email info@petstopdirect.co.uk, call 01902 846364 or write to us at the address above. See also our Terms & Conditions.