How we get your order to you.
Clear shipping options, competitive rates, and transparent timelines. We partner with trusted carriers to ensure your pet's products arrive safely and on time.
Delivery Options
We offer flexible shipping across the UK with options to suit your needs. Choose from three delivery speeds at checkout.
| Delivery Type | Timeline | Cost | Eligibility |
|---|---|---|---|
| Standard Delivery | 2–3 working days | From £3.99 | All orders |
| Express Delivery | 1–2 working days | From £5.99 | Selected items |
| Next Day Delivery | Order by 2pm Mon–Fri, arrives next working day | From £7.99 | Selected items |
Free Shipping
Orders over £39.00 qualify for free standard delivery (2–3 working days). Excludes custom-made products from external suppliers.
Shipping Coverage
Current Service Area: United Kingdom only (England, Scotland, Wales, Northern Ireland)
How We Ship
Poorly Pet operates through two fulfillment channels:
- In-stock items: Dispatched from our UK warehouse within 1 working day
- Custom-made products: Made to order and shipped directly from our suppliers across the UK and Europe. These items have longer lead times (typically 5–14 working days depending on supplier)
You'll receive tracking information via email once your order ships. Some custom items may ship directly from the supplier with separate tracking details.
Timelines & Dispatch
Processing Time
Standard orders are processed within 1 working day (excluding weekends and bank holidays). Orders placed on Friday after 2pm or over the weekend will be processed on Monday.
Delivery Timelines
Working days exclude weekends and UK bank holidays. Delivery timelines begin from the dispatch date, not the order date.
Custom-Made Products
Custom or made-to-order items (e.g., bespoke harnesses, personalised items) may take 5–14 working days to arrive from the supplier. You'll be notified of the expected timeline at checkout.
Costs & Payment
Shipping Costs
Shipping costs are calculated based on order weight, delivery method, and destination postcode. Costs are displayed at checkout before you complete your purchase.
What's Included
- Carrier insurance for standard loss or damage
- Tracking information via email
- Estimated delivery window
- Basic packaging suitable for safe transit
Additional Services
If you require special packaging (gift wrapping, premium protection), please contact us before ordering.
Lost or Damaged in Transit
While we take great care with packing, occasionally items can be damaged or lost in transit. Here's what to do:
Report Within 48 Hours
Contact us within 48 hours of receiving your order (or the expected delivery date if the package didn't arrive). Include:
- Order number
- Photos of the damaged item/packaging
- A brief description of the issue
What Happens Next
We'll investigate with the carrier and either:
- Send a replacement at no cost, or
- Issue a full refund to your original payment method
If a package doesn't arrive within the estimated window, we'll investigate and contact you within 5 working days.
International Shipping
We currently ship to UK addresses only. We're working to expand international shipping soon. Sign up to our newsletter for updates.
If you have a UK address (including BFPO), we can ship there. If you're outside the UK and would like to discuss options, please contact us.
Contact Us About Shipping
Questions about delivery? Get in touch:
hello@poorly-pet.com
Response within 24 hours