The UK’s Leading Supplier of Pet Foods

Delivery

STANDARD DELIVERY RATES (UK MAINLAND – ENGLAND, WALES & PARTS OF SCOTLAND)
 

Economy Delivery
(5-7 Working Days)

Standard Delivery
(3-4 Working Days)

Express Delivery
(1-2 Working Days)

Orders £25 and Less

£4.50

£5.99

£8.99

Orders over £25

FREE

£2.99

£5.99

Delivery FAQs

DELIVERY TO REMOTE/OFFSHORE POSTCODES

We subsidise the cost of delivery as much as possible, but due to the high costs charged to us for delivers to remote or offshore postcodes we unfortunately have to pass most of this on to the customer. These charges vary per area and are displayed at the checkout before payment is taken. Please note deliverys to these area can also take 3-5 days longer to arrive.

All orders to remote and offshore areas, excluding the Isle of Wight, are restricted to a single parcel of up to 20kg.

Areas and postcodes included in these restrictions are:

•  Scottish Highlands & Remote Postcodes (20kg maximum): AB31-AB38, AB41-AB45, AB51-AB56, FK19-FK21, IV1–IV90 (except offshore), KW1–KW14, PA21–PA40, PH1, PH5–PH10, PH15–PH26, PH30–PH40, PH49.

•  Isle of Man (20kg maximum)

•  Isle of Wight

•  Channel Islands (20kg maximum)

•  Other UK Islands, including Isle of Skye (20kg maximum)

•  Northern Ireland (20kg maximum)

Unfortunately we are unable to deliver to BFPO addresses or any other address outside of the UK.

DELIVERY & ORDER PROCESSING

Order placed for Express delivery after our 10am deadline will be processed on the following working day. Working days are Monday to Friday only; we do not deliver or process orders on weekends or on bank holidays. For example if you place an order for Express delivery after 10am on a Friday then your order will be processed by us on the following Monday, thus making your first possible delivery day Tuesday. Delivery days exclude weekends and bank holidays.

If an item on your order is tagged as a SPECIAL ORDER ITEM* your order can take longer to be delivered. This is because we do not hold stock of that item and will order it direct from our supplier for you. This usually takes an extra 5-10 working days.

SPECIAL INSTRUCTIONS

Any special instructions left with your order will be followed at the delivery driver's discretion. Any parcels which are requested to be left without a signature will be done so at your own risk and at the discretion of the courier driver. In this case the driver will sign to say a parcel has been left and this will form proof of delivery. Petzilla cannot be held responsible for loss or damage to parcels which occurs after proof of delivery has been received. We can not offer specific delivery dates or times.

HOW MUCH DOES DELIVERY COST?

We subsidise our postage and packing costs as much as possible to keep our prices as low as we can and we offer FREE Standard Delivery to the UK Mainland (England, Wales & Parts of Scotland) on any order over £25. If you require a faster delivery service, we also offer Standard Delivery from just £2.99 and Express Delivery from just £5.99.

For all other orders and delivery areas, our delivery prices are all based on the total weight and destination of your order. All delivery charges will be worked out automatically within the checkout and you will be notified of these costs before payment is taken. Please make sure you select the correct country or region when placing your order. If chosen incorrectly we will not be able to fulfil your order.

CAN YOU DELIVER TO MORE THAN ONE ADDRESS?

Unfortunately we do not currently support multiple delivery addresses per order. However you can choose to have your parcel delivered to a different delivery address to your billing address. If you require your parcel to be delivered to multiple locations, we advise placing a separate order for each address.

CAN I COLLECT MY ORDER DIRECT FROM PETZILLA?

Unfortunately we are unable to allow collection of items from our premises, either from individuals or from couriers contracted on behalf of the customer.

WHAT IF I’M NOT IN WHEN YOU DELIVER?

Deliveries will usually be made on weekdays (Monday to Friday) between 8am and 7pm. If you or the intended recipient are not available, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products. Our couriers will attempt delivery twice before returning the item(s) back to us. If items are sent back to us, the order will be treated as a cancelled order, as per our returns terms and conditions, and as such you may be responsible for any costs incurred returning the goods back to us. Should you wish for us to re-send your parcel it will be done at the true cost to us not the subsidised rate.

Please Note:  Our pallet companies cannot arrange a redelivery, but will call you to arrange a delivery date and time.

WHAT IF ONLY PART OF MY ORDER HAS ARRIVED?

Due to size restrictions, risk of damage in transit or stock availability, sometimes we will split your order into a number of different parcels and these may arrive on different days or times and by different couriers. Regardless of the number of deliveries you receive, you will only be charged the amount that was originally quoted to you at the time you placed your order.

You can check if all or part of your order has been shipped by logging into your account and viewing the order in the "My Orders" section. If your complete order has not arrived and you believe that part of your order is missing, please email us at sales@petzilla.co.uk as soon as possible.

WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED?

We pack orders as securely as we can to minimise the likelihood of damage during transit, but in the unlikely event something in your order is damaged, please contact us before 4pm the following working day and we will be happy to arrange a collection and replacement as quickly as we can.

Please Note: We will require photographic evidence of the damaged goods before a refund/exchange can be given and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver's signature terminal. Where the parcel has not been signed for as damaged, it is accepted that the parcel(s) has been received in good condition without damage to the contents. In this case, any claims for damage must be made before 4pm the next working day after delivery, or we will be unable to offer any refund or replacement.

WHAT HAPPENS IF I'VE BEEN SENT THE WRONG ITEM?

We have a checking system in place to ensure that customers receive the correct items, but in the unlikely event a mistake has happened and you've been sent the wrong item, or the wrong number of items, please contact us as soon as possible so we can investigate and resolve the issue as quickly as possible. Please Note:You must notify us of any missing/incorrect items within 7 days of receiving the order for any action to be taken.

We cannot be held responsible for any items ordered in error. Please make sure you check your order confirmation carefully and contact us as soon as possible if a mistake has been made. If you realise you have ordered incorrectly upon receipt of goods, or after your parcel has left our warehouse, please follow our returns or exchange procedures outlined above.

WHAT HAPPENS IF MY ORDER IS LATE?

First of all, we recommend following the instructions on the email received from the courier and checking the tracking system to see where your parcel is. This will tell you whether it is currently at the depot or out for delivery. The tracking system will also tell you if the courier has previously attempted delivery, or if it's already been signed for by someone else.

In the unlikely event that your order should fail to arrive within our estimated delivery period please email us at sales@petzilla.co.uk with your order number and we will carry out a thorough investigation with our courier and endeavour to get your package delivered to you as quickly as possible. If your order has failed to arrive within 10 working days from the date of dispatching your order it is deemed by us as lost. Should you fail to report to us that your parcel has not arrived within this time and we have a signature of delivery from our courier we will be unable to claim for loss of the item and therefore unable to replace your goods.

As delivery times are given as a guide for your convenience only, we cannot be held liable for any loss including consequential loss if your order does not arrive within the estimated time-scales.

WHAT HAPPENS IF MY ORDER IS LOST?

If your order has failed to arrive within 10 working days from the date of dispatch it is deemed by us as lost. Should you fail to report to us that your parcel has not arrived within this time and we have a signature of delivery from our courier we will be unable to claim for loss of the item from our courier and therefore unable to replace your goods.

In the unlikely event that your order is "lost in the transit", please contact us and we will, in conjunction with our courier undertake a thorough investigation as to how and why the item has been lost. Once we are able to establish that the item is definitely lost we will redeliver the goods as soon as possible.

Should your missing order arrive and you fail to inform us within 7 days of delivery to you then you will be liable for the cost of both the original and replacement order. Petzilla cannot take any responsibility should the order not be received, when you request a delivery without a signature (e.g. in the garage, in the porch, etc.). We therefore always recommend that a signature is obtained. Parcels are left without a signature at the discretion of the driver.  

As delivery times are given as a guide for your convenience only, we cannot be held liable for any loss including consequential loss if your order does not arrive within the estimated time-scales.

WHICH COURIERS DO YOU USE FOR DELIVERY?

The majority of our parcels are currently sent by Fed-Ex. Some smaller items may be sent by Royal Mail and large deliveries (typically for orders with a total weight of over 125kg) may be delivered by a pallet delivery company.

If your order is sent by a pallet company, they will phone you to arrange a mutually convenient delivery date and time and therefore normal estimated delivery times do not apply. However, we would expect the delivery company to be in contact within the estimated times to arrange the delivery.

Please ensure you leave a valid telephone number with your order, as we cannot be held responsible for delays or non-delivery of items due to our delivery companies being unable to contact you.

WHAT HAPPENS IF ALL OR PART OF THE ORDER IS ON BACKORDER?

Whilst we try to keep all items in stock at all times, this is not always possible. If an item is out of stock when you place your order, a message will appear under the product listing in your basket, detailing how many are available and how many will be backordered for you. If an item is back ordered we will usually hold your order until the whole shipment is in stock before dispatch. We get deliveries regularly and would expect an item that we have backordered for you to be available for dispatch within 3 - 10 working days, however deliveries from some suppliers may take a little longer. Please contact us is you require an estimated dispatch date.

Please note our cut off point for same day dispatch is 10am