Shipping policy

At The Pure Pet Co., we aim to make ordering straightforward and keep you informed from checkout to delivery. Please read the information below before placing your order.

UK Shipping

We offer free standard shipping on all UK orders, with no minimum spend required.

Our estimated delivery time is 7–10 business days from the date your order is confirmed. Business days are Monday to Friday and exclude weekends and UK bank holidays.

This delivery estimate applies to addresses across England, Scotland, Wales and Northern Ireland. Deliveries to remote locations may occasionally take slightly longer.

Order Processing

Once your order has been placed, you will receive an order confirmation at the email address provided during checkout.

Orders are prepared for shipment as quickly as possible. The estimated 7–10 business day delivery period includes order processing and transit time.

Orders placed during weekends, bank holidays, sales or particularly busy periods may take slightly longer to process.

Delivery Estimates

Delivery times are estimates rather than guaranteed delivery dates. Although most orders should arrive within the stated timeframe, delays may occasionally occur due to:

  • High order volumes
  • Courier disruptions
  • Adverse weather conditions
  • UK bank holidays
  • Incorrect or incomplete delivery details
  • Circumstances outside our reasonable control

If your order has not arrived after 10 business days, please contact us at support@thepurepetco.com with your order number so we can look into it.

Order Tracking

Where tracking is available, you will receive the tracking details by email once your order has been dispatched.

Please allow some time for tracking information to become active after receiving your dispatch confirmation. Courier systems may take a little while to register the parcel.

Some orders may be sent using a delivery service that provides limited tracking updates.

Multiple Parcels

If your order contains more than one item, the products may occasionally be sent in separate parcels. This can happen when items are dispatched from different fulfilment locations.

Separate parcels may arrive on different days. You will not be charged any additional shipping fees if your order is divided into multiple deliveries.

Providing the Correct Delivery Address

Please check that your name, delivery address and postcode are correct before completing your purchase.

If you notice an error after placing your order, contact us immediately at support@thepurepetco.com. We will do our best to update the address before dispatch, but changes cannot be guaranteed once an order has been processed or shipped.

The Pure Pet Co. cannot be held responsible for delays, failed deliveries or lost parcels caused by incorrect or incomplete delivery information supplied at checkout.

Changing or Cancelling an Order

If you need to change or cancel an order, please contact us as soon as possible.

We will try to help if the order has not yet been processed. However, once an order has been prepared or dispatched, we may be unable to change or cancel it.

Missed or Failed Deliveries

If nobody is available to receive your parcel, the courier may:

  • Leave it in a safe place
  • Leave it with a neighbour
  • Attempt delivery again
  • Provide instructions for collection or redelivery

Please check your tracking information and any delivery notices left by the courier.

If a parcel is returned because delivery was refused, repeatedly missed or not collected, please contact us so we can advise you on the available options.

Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot find it, please first:

  • Check around the delivery address and any safe places
  • Ask other members of your household
  • Check with neighbours
  • Review any courier delivery photo or notification
  • Contact the courier directly where possible

If you still cannot locate the parcel, email support@thepurepetco.com with your order number and delivery details. We will review the available information and assist where possible.

Lost Parcels

If your order has not arrived within the estimated delivery period, please contact us with your order number.

We may need to investigate the shipment with the delivery provider before a replacement or refund can be considered. Investigation times can vary depending on the courier.

Damaged, Missing or Incorrect Items

Please inspect your order when it arrives.

If an item is damaged, missing or incorrect, contact us as soon as possible at support@thepurepetco.com. Please include:

  • Your full name
  • Your order number
  • A brief description of the issue
  • Clear photographs of the item and packaging, where relevant

We will review the information and explain the next steps.

Please do not return an item before contacting us and receiving instructions.

International Shipping

We currently offer shipping within the United Kingdom only. Orders placed with an address outside the UK may be cancelled and refunded.

Contact Us

If you have any questions about your order or this Shipping Policy, please contact:

The Pure Pet Co.
Email: support@thepurepetco.com

Please include your order number when contacting us about an existing order so we can help you more quickly.