Shipping policy

Effective Date: 06/01/2026

Welcome to Village Pets. This Shipping Policy explains how we process, handle, and deliver orders placed through our website. We are committed to providing a simple, secure, and dependable shipping experience for every customer.

By placing an order with us, you agree to the terms outlined in this policy.

1. ORDER PROCESSING TIME

All orders are processed within:

1–2 business days (Monday – Friday)

Orders are not processed, shipped, or delivered on weekends or public holidays.

Once your order has been processed, it will be carefully prepared and handed over to our selected shipping partner.

2. ORDER CUT-OFF TIME

Daily cut-off time: 5:00 PM (GMT UTC+0)

Orders placed:

  • Before 5:00 PM (GMT UTC+0): Processed on the same business day
  • After 5:00 PM (GMT UTC+0): Processed on the next business day

The cut-off time applies to order processing and does not guarantee same-day dispatch.

3. SHIPPING COST

We provide a clear and fixed shipping rate:

Flat-Rate Shipping: £20 GBP per order

The £20 shipping fee is the only shipping-related charge added at checkout.

No additional shipping, handling, processing, service, or hidden charges will be added during checkout.

The complete shipping cost will be clearly displayed before you confirm your payment.

4. TRANSIT TIME

Once your order has been shipped, the delivery transit time is:

3–4 business days

Transit time starts when your parcel is handed over to the shipping carrier.

Delivery times may vary slightly depending on your location, courier operations, weather conditions, public holidays, or other external circumstances.

5. TOTAL DELIVERY TIME

The total delivery time includes both order processing and shipping:

  • Processing Time: 1–2 business days
  • Transit Time: 3–4 business days
  • Total Delivery Time: 4–6 business days

Weekends and public holidays are not included when calculating the total delivery time.

6. SHIPPING CONFIRMATION & TRACKING

After your order has been shipped:

  • You will receive a shipping confirmation email
  • A tracking number will be provided where available
  • You can use the tracking number to monitor your shipment status

Tracking information may take a short time to become active after the shipping confirmation email has been sent.

7. SHIPPING ADDRESS RESPONSIBILITY

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

Please note:

  • Incorrect or incomplete addresses may result in delays or failed delivery
  • Village Pets is not responsible for orders delivered to an incorrect address provided by the customer
  • Additional reshipping charges may apply if the customer provides an incorrect address

Please review the recipient’s name, house number, street address, town, postcode, and telephone number before completing your order.

8. DELIVERY DELAYS

Although we make every reasonable effort to meet the stated delivery time, delays may occur due to:

  • Shipping carrier issues
  • Severe weather conditions
  • Public holidays
  • High order volumes
  • Transport or operational disruptions
  • Local delivery restrictions
  • Customs or regulatory delays, where applicable

Village Pets is not responsible for delays caused by external events or third parties beyond our direct control.

9. LOST OR STOLEN PACKAGES

If your package is marked as delivered but you have not received it:

  • Check around the delivery location or any designated safe place
  • Ask neighbours, household members, reception staff, or building management
  • Review any courier notification or delivery photograph
  • Contact the shipping carrier directly
  • Contact Village Pets for further assistance

Village Pets is not responsible for packages that are lost, removed, or stolen after the shipping carrier confirms successful delivery to the address provided at checkout.

Each delivery issue will be reviewed using the available tracking and courier information.

10. FAILED DELIVERY ATTEMPTS

Delivery may fail due to:

  • An incorrect or incomplete address
  • The recipient being unavailable
  • Failure to respond to the shipping carrier
  • The delivery location being inaccessible
  • Failure to collect the parcel from a collection point

The package may be held, returned, or handled according to the shipping carrier’s procedures.

In such cases:

  • Reshipping may require an additional shipping payment
  • Refunds may not be guaranteed

Any refund request will be reviewed based on the condition of the returned order and the costs already incurred.

11. INTERNATIONAL SHIPPING

Currently, we only deliver to supported addresses within the United Kingdom.

We do not currently offer international shipping.

Orders placed with an unsupported international delivery address may be cancelled and refunded.

12. ORDER CHANGES & CANCELLATIONS

  • Orders can only be modified or cancelled before they are processed
  • Once an order has been shipped, changes or cancellations are not possible
  • Delivery addresses cannot normally be changed after dispatch
  • Products cannot be added to or removed from a dispatched order

Please contact us immediately if you need assistance with an order change or cancellation.

13. CONTACT INFORMATION

If you have any questions regarding shipping, delivery, tracking, or order processing, please contact us:

Business Name: Village Pets
Business Email: support@village-pets.com
Business Phone: +44 20865 71791
Business Address: 55 Limpsfield Rd, South Croydon CR2 9LB, United Kingdom