Shipping policy

Shipping Policy (Updated)

Thank you for shopping with NE Pet Supplies!

We aim to provide you with a smooth and reliable shopping experience.

Our items are typically shipped within 2 – 14 working days, though most orders are dispatched the next day.

Please allow up to 14 days for delivery.

We offer a range of shipping options to suit different orders, from small parcels to larger, heavier items. Depending on the size and weight of your order, we’ll use trusted carriers like Evri, DHL, Royal Mail, Yodel or FedEx to get your products to you safely.

For more detailed information on shipping costs and delivery times, please refer to the sections below.

Standard Delivery

  • Delivery Time: 2 – 14 days

  • Shipping Cost: Varies by weight

For very large orders over 441.1 lb, there’s a Pallet Delivery option, which also falls within the 2 – 12 day delivery range.

RAW Dog & Cat Food Delivery

  • Tracked Delivery: Yes

  • Shipping Carriers: DHL, Royal Mail, or FedEx (depending on weight and location)

  • Items are typically shipped within 14 working days, although many are dispatched the next day.

Remote Area & Highlands / Islands Postcodes

Orders to postcodes AB, HS, IV, KA, KW, PA, PH, ZE and any other Island or Highlands areas may be cancelled if courier rates make delivery unviable.

If we cannot get your parcel to you, we will issue a full refund as soon as possible.

Pallet Delivery Policy

At NE Pet Supplies, we aim to provide clear communication regarding the delivery of your orders. Please review the important details below if your order is shipped on a pallet:

  1. Delivery Method

    • Curbside Delivery: Orders delivered on pallets will be dropped off at the curbside of your delivery address. The driver will not enter private property, and the pallet will be placed at the nearest accessible point on your property.

    • Driver’s Discretion: While curbside delivery is standard, our drivers may, at their discretion, offer assistance in moving the pallet further onto your property. However, this is not guaranteed, and customers should not expect delivery beyond curbside unless the driver agrees.

  2. Refused Deliveries

    • No Refund for Refused Pallet Deliveries: If you refuse a pallet delivery, the postage fees associated with the delivery will not be refunded.

    • Return Shipping Charges: A 5 % restocking fee will be charged based on the value of the items to cover return shipping and handling costs. This fee is non-refundable.

  3. Customer Notification

    • Prior Notice: Before shipping your order on a pallet, NE Pet Supplies will notify you in advance via email or phone (if applicable). This ensures you are aware of the delivery method and can make any necessary arrangements for receiving the pallet.

  4. Delivery Timeframe

    • Expected Delivery Time: Pallet deliveries typically take between 2 and 14 business days to arrive, depending on your location. Please ensure someone is available at the delivery address to receive the pallet on the expected delivery date.

  5. Preparing for Delivery

    • Access to Property: It is your responsibility to ensure there is clear access to the delivery location. If the delivery cannot take place due to obstacles or lack of access, additional charges may apply.

    • Receiving the Delivery: If you require special assistance with receiving the pallet, please contact our customer support team ahead of time, and we will do our best to accommodate your needs.

  6. Damaged or Missing Items

    • Inspection Upon Arrival: We recommend inspecting the pallet and its contents upon delivery. If you find any visible damage or missing items, please contact NE Pet Supplies customer service immediately at INFO@NEPETS.CO.UK to report the issue.

  7. Important Notes

    • Limited Responsibility: While we aim to ensure the safe delivery of your items, please note that once the pallet is delivered curbside, it becomes the responsibility of the customer to move it into their property. Our drivers are not responsible for moving the pallet further than curbside unless prior arrangements have been made.

If you have any questions about this Shipping Policy, please contact us at INFO@NEPETS.CO.UK.