Shipping & Delivery Policy

Urban Pet Play Ltd

1. Overview

At Urban Pet Play Ltd, we aim to provide fast, reliable, and secure delivery for all orders placed through our online pet shop. This Shipping & Delivery Policy explains how we process, ship, and deliver pet supplies and pet products across the United Kingdom.

By placing an order on our website, you agree to the terms outlined in this policy.

2. Delivery Locations

Urban Pet Play Ltd currently delivers to:

• England

• Scotland

• Wales

• Northern Ireland

We may expand our delivery services to additional regions in the future.

At this time, international shipping may be limited or unavailable. Customers will be notified at checkout if delivery to their location is not supported.

3. Order Processing Time

All orders placed through our online pet shop are processed within 1–2 business days.

Orders are processed during normal business hours, Monday to Friday (excluding UK public holidays).

Please note:

• Orders placed after business hours may be processed the following working day.

• High demand periods such as holidays or promotional events may result in slightly longer processing times.

4. Delivery Timeframes

Estimated delivery times for pet supplies ordered from Urban Pet Play Ltd are:

Standard UK Delivery

• 2–5 business days

Express Delivery (if available)

• 1–2 business days

Delivery times are estimates and may vary depending on location, courier services, or external factors.

5. Shipping Costs

Shipping costs are calculated at checkout and may vary depending on:

• Order size and weight

• Delivery location

• Selected shipping method

Urban Pet Play Ltd may occasionally offer free delivery promotions on selected orders or when a minimum spend is reached.

6. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email that may include a tracking number.

This allows you to monitor your delivery progress through the courier’s tracking system.

7. Delivery Issues

While we work with trusted courier partners, delays can sometimes occur due to circumstances outside our control.

If your order is:

• Delayed – please allow additional time during peak delivery periods.

• Lost in transit – contact our support team and we will investigate with the courier.

• Delivered damaged – notify us as soon as possible and provide photos where possible.

Our customer support team will work to resolve the issue quickly.

8. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information when placing an order.

Urban Pet Play Ltd is not responsible for delivery issues caused by:

• Incorrect or incomplete shipping addresses

• Failed delivery attempts where no one is available to receive the package

• Uncollected items from courier collection points

Additional shipping charges may apply if items need to be resent.

9. Split Shipments

In some cases, orders containing multiple pet products may be shipped separately. This may occur if items are stored in different warehouses or require different delivery services.

Customers will be notified if their order is dispatched in multiple shipments.

10. Contact Us

If you have questions regarding shipping, delivery times, or tracking your order, please contact Urban Pet Play Ltd through the contact page on our website.

Our team will be happy to assist with any enquiries related to your pet supplies delivery.