Urban Pet Play Ltd – Shipping Policy

Urban Pet Play Ltd aims to provide clear information on where we ship, how long delivery takes, and what to do if there is a delay. This Shipping Policy applies to orders placed through our online pet shop.

1) Delivery areas

• We currently deliver to the UK mainland only.
• At this time, we do not ship to Northern Ireland, the Channel Islands, the Isle of Man, or international addresses unless explicitly stated.

2) Dispatch timeframes

• Orders are typically dispatched within 3–5 working days.
• Dispatch times may vary during busy periods, promotions, or where stock availability requires additional handling.

3) Delivery times and maximum timeframe

• Delivery times can vary depending on the courier and destination.
• In some circumstances (for example, courier delays, stock issues, severe weather, or factors outside our control), delivery may take longer.
• Please note that delivery can take up to 62 days in exceptional cases.

4) Tracking and updates

Where tracking is available, Urban Pet Play Ltd will provide tracking details or confirmation once your order has been dispatched. If you have questions about your shipment, contact us with your order number and we will assist.

5) Missing or delayed orders

If your order has not arrived within the expected timeframe:

• Please check any dispatch confirmation and tracking information first (if provided).
• Then contact us with your order number so we can investigate with the courier and provide an update.

6) Address accuracy

Customers are responsible for providing a complete and correct delivery address at checkout. If an order is returned or delayed due to an incorrect address, additional delivery charges may apply.

Contact

For shipping queries, please use the contact details on the Urban Pet Play Ltd website and include your order number for faster support.