Delivery
Pets & Friends Delivery Information
We will deliver to your home or work address, whichever is easiest for you, as long as it is a valid mainland UK street address. You must be available to receive the delivery.
We dispatch orders Monday to Friday, excluding UK Bank Holidays. Orders received over the weekend and on Bank Holidays will be dispatched on the next working day.
FROZEN ORDERS: Please note that frozen orders are dispatched Monday to Thursday, excluding UK Bank Holidays. Frozen orders placed Friday to Sunday and on Bank Holidays will be dispatched on the next working day. Once dispatched, frozen orders are delivered the next working day and you must be available to receive the delivery. Cancellations cannot be accepted for frozen items once the order is shipped. We cannot guarantee that frozen orders will be dispatched the same day that they are placed.
Delivery Charges
Delivery Type
Click & Collect
Standard Delivery*
Next Working Day*
(orders placed before 2pm Monday to Friday only)
Frozen
Bulky
Light & Large
Orders below £69
FREE
£4.99*
£9.99*
£6.99
calculated at checkout, from £5.99
calculated at checkout, from £11.99
Orders £69+
FREE
FREE*
£9.99*
£6.99
calculated at checkout, from £5.99
calculated at checkout, from £11.99
*Not available for orders that include frozen, bulk, or light & large products.
Scottish Highlands & Islands
These charges apply to the following postcodes: AB10-16, AB21-25, AB30-39, AB41-56, AB99, FK17-99, G83, HS1-9, IV1-28, IV30-51, IV55-56, IV52-54, IV63, KA27-28, KW1-17, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE1-3
Delivery Type
Standard Delivery
Next Working Day
All Orders
£10.99
unavailable
Repeat & Save Subscriptions
Delivery Type
Standard Delivery
Frozen
Orders below £35
£4.99
£6.99
Orders £35+
FREE
£6.99
Delivery Options
Where stock is available in-store, we offer a free 1 hour click & collect service. The store will phone you to confirm your order is ready.
Please remember to bring ID when you collect.
Our standard delivery option ships Monday to Friday only. Please allow 3-5 working days for delivery.
Standard delivery is not available for orders containing frozen, bulky, or light & large products.
Standard delivery is FREE for orders over £69 that do not contain frozen, bulky, or light & large products. This also excludes certain postcodes - see table above.
Order before 2pm Monday to Friday for same-day dispatch. We ship Monday to Friday only.
Orders placed after 2pm Friday and throughout the weekend will ship the following Monday, except for Bank Holidays when they will ship on the Tuesday.
Next Working Day delivery is not available for orders containing frozen, bulky, or light & large products.
Your initial delivery charge will be as per our standard delivery charges above. We offer free delivery on all subsequent orders over £35 for our Repeat & Save customers. For any Repeat & Save orders below £35 you will be charged the standard £4.99.
Orders containing frozen products will incur a frozen delivery charge and will be dispatched Monday to Thursday, excluding UK Bank Holidays. Frozen orders placed Friday-Sunday and on Bank Holidays will be dispatched on the next working day.
You must be available to accept the goods within your given delivery time notified by our courier partner DPD. This is due to the perishable nature of these products, if you are unable to accept the goods and they are returned to our warehouse, we are unable to provide a refund.
Cancellations cannot be accepted for frozen items once the order is shipped.
This cancellation policy does not affect your statutory rights, for example, if goods are faulty or misdescribed.
Products labelled 'Bulky' incur a surcharge with our couriers. Orders that include Bulky products are not eligible for free shipping and the shipping charge is calculated at the checkout. These orders are usually delivered in 3-5 days.
Orders over a certain size and weight will sometimes need to be shipped on a pallet. If you wish to place an order for feed in bulk, please get in touch with us at 0115 695 0252 or customerservices@petsandfriends.co.uk and we will be happy to discuss delivery options.
Products labelled 'Light & Large' incur a surcharge with our couriers and therefore cannot be shipped using our free shipping services.
Orders that include Light & Large products are not eligible for free shipping and the shipping charge is calculated at the checkout. These orders are usually delivered in 3-5 days.
Unfortunately, we do not offer delivery to these locations.
FAQs
Please remember that deliveries will need to be signed for unless you have advised otherwise when opting for your parcel to be left in a safe place. It is your responsibility to ensure that you are home or are able to collect the item from the courier’s depot if they are unable to reach you at home.
The courier should leave a ‘Sorry We Missed You’ card, they will also let you know via email and/or text message straight away so you can rearrange your delivery wherever you are so you don’t have to wait until you get home.
Pets & Friends will email you once your order has been dispatched & collected by our courier. You will then receive a further email and/or text message from the courier once your order has been tracked into your local depot.
You will receive a further email and/or text message as soon as your parcel is out for delivery. Please note: That in times of extreme weather and other events out of our control, delivery times may be affected, we will aim to inform you of any disruption as soon as possible.
Before adding a product to your basket, check using the dropdown list to see if it is available in your local store.
At the checkout, select your local store from the delivery options. If your local store is not listed at the checkout, then they do not have the stock to fulfil your order. Contact Customer Services on 0115 695 0252, Monday to Thursday 8.30am to 4.30pm and Friday 8.30am to 4pm.
For our Repeat & Save customers delivery will be free for all orders over £35. Any orders under £35 will be subject to our standard delivery charge.
Please note on all initial Repeat & Save orders the standard delivery charge will apply.
You will receive a telephone call from your chosen store when your order is ready to be collected. We will hold your items in store for 7 working days before cancelling and issuing you with a refund.
Yes, this won't be a problem as long as the nominated person who is collecting your order can bring either a copy of your order confirmation email either printed or displayed on their smart phone, as well as being able to confirm the billing address which has been used for your order.
If there is a problem with your order, please contact our customer service team at your earliest convenience. Email us at customerservices@petsandfriends.co.uk and please include your order number in the subject line, or phone us on 0115 695 0252. Office hours are Monday to Thursday 8.30am to 4.30pm and Friday 8.30am to 4pm.
If you are not 100% happy with your purchase from Pets & Friends, you can return it to the store you collected it from within 30 days of your order being collected. All goods must be returned unused, as new, in a saleable condition with the original packaging. Goods must be accompanied by a valid delivery despatch note. We reserve the right to refuse a refund if the item has not been returned to us in a sell-able condition. You will be refunded the original price paid for the goods in question.
We understand that sometimes the product you have ordered might not be 100% right, whether it’s not the right size, style or colour for example. You can return unused products for a refund and place a new order for the correct item. If you need assistance, please call Customer Services on 0115 695 0252, Monday to Thursday 8.30am to 4.30pm and Friday 8.30am to 4pm.
Our couriers deliver Monday to Saturday, excluding Bank Holidays.
We ship orders Monday to Friday, excluding Bank Holidays.