Shipping policy
Shipping Policy
At Pet Village, we strive to deliver your order quickly, efficiently, and safely. Below is an overview of our shipping policy to help you understand how we process and deliver your items.
Delivery Locations
We ship to locations within the United Kingdom main-land. Unfortunately, we are unable to offer international shipping at this time.
We cannot ship to Ireland/Northern Ireland
We cannot ship to any Scottish Islands
Processing Times
- Most orders are processed within 1-2 business days (Monday–Friday, excluding bank holidays).
- You will receive a confirmation email once your order has been dispatched.
- APC is next day delivery at £5.99+ (applicable to most items over 10kg apart from java stands and cages.)
- Orders made after 3pm will not be delivered the next day, but the next available day.
- APC do not collect from us over the weekend, only weekdays. If you order on Friday after 3pm expect a delivery Tuesday, if it's before 3pm you can expect your delivery on Monday.
Shipping Methods & Costs
We use trusted couriers to ensure your items arrive promptly and in excellent condition. Estimated delivery times and costs will be calculated at checkout based on your location and order size. Your order may also come in a recycled product box.
Delivery is FREE on most orders over £35 (except some larger products)
Our shipping rates are based on order weight and are structured as follows:
- Standard Delivery (under 10kg) £3.95
- Orders up to 20kg – £5.99
- For each additional 10kg – £2.00
- Orders over 169kg – Pallet shipping rates apply (see below)
All orders are dispatched same day when placed before 1pm Monday-Friday (excluding bank holidays). Deliveries over 10kg are handled by APC or Pallet Plus.
For larger orders over 169kg, pallet delivery will be used:
- 169-250kg (Quarter Pallet) – £59.99
- 251-500kg (Half Pallet) – £79.99
- 501-1250kg (Full Pallet) – £99.99
🚚 Delivery Times & Service Guarantee
Although over 95% of deliveries arrive on time, delivery times are NOT guaranteed, and no refunds will be issued for late deliveries.
Separate Shipments
To provide you with the best possible service, we may ship your order in separate packages. This is usually due to:
- Variations in product sizes or weights.
- Items being dispatched from different locations.
- Stock availability at the time of dispatch.
However, we always aim to consolidate your items into a single package whenever possible to reduce environmental impact and make delivery more convenient for you. If your order is shipped in multiple packages, you will be notified and provided with tracking information for each shipment.
Delivery Times
Once dispatched, standard delivery typically takes 3–5 business days. Please note that delays may occur due to courier issues, weather conditions, or other unforeseen circumstances.
Responsibility for Packages
Once your package leaves our building and is handed over to the courier, Pet Village is no longer responsible for any loss, damage, or delays that may occur during transit. If you encounter any issues with your delivery, we recommend contacting the courier directly using the tracking information provided if tracking has been added to your parcel (please note not all parcels are sent with tracking.)
If you recommend a safe space for cages and packages to be delivered any damage occurred from this is not Pet Villages responsibility.
In regards to lorry deliveries, if you help them unload using your own equipment or otherwise, Pet Village is not responsible for any damages or injuries that may occur while unloading the lorry in this way.
Damaged or Missing Items
If your items arrive damaged or if part of your order is missing, please contact us immediately at hello@ourpetvillage.com. While we are not responsible for packages once they leave our building, we will do our best to assist you in resolving the issue with the courier.
Any cage damages caused through transit must be reported within 24 hours of delivery otherwise no refund will occur.
Contact Us
If you have any questions or concerns about your order or our shipping policy, please don't hesitate to get in touch:
- Email: hello@ourpetvillage.com
- Phone: 01206 326360
