Shipping

For orders over £49 we offer a FREE express next day (1-2day) delivery service. Orders must be received before 11:45am on a working day for next day delivery. Orders received before 11:45am on a Friday will be delivered over the weekend.

This next day service excludes 'Partner Delivery' items and order weight over 30kg.

Delivery Prices/Times:

UK mainland STANDARD EXPRESS (1-2 days): £5.99 (free when you spend over £49) max 30kg
Each additional 30kg increment will be charged at £5.99

Standard Express orders will be delivered within 1-2 days (please note during extremely busy periods and if there are courier issues that are out of our hands, this could exceed this time frame). The delivery time frame starts from the day your order is dispatched. Provided we receive your order before 11:45 am we endeavour to despatch it the same day.

Please note:

Whilst Express Delivery is available for some items. If your order contains other partner delivery items, these will be dispatched separately, and you may receive multiple tracking numbers and deliveries.

This delivery service does not include ordering on the weekend or Bank Holidays. Any orders placed after 11:45am on Friday and over the weekend or otherwise on a Bank Holiday will be despatched the following working day, e.g. If you order on a Saturday, it will be despatched on Monday for delivery on Tuesday.

Restrictions:

We do not ship internationally, and unfortunately, we cannot offer delivery to Scotland, Islands or Northern Island at present.

We will review these delivery options later, but we must add some restrictions as we are just establishing ourselves.

Parcel Tracking:

Please click to go to our parcel delivery tracking page.

Shipping and Returns FAQ

Delivery:

What countries do you ship to?

We currently ship to only the United Kingdom with some exclusions. At this time we cannot offer delivery to parts of Scotland, Islands or Northern Island.

How long will it take to receive my order?

Our standard express shipping normally takes 1-2 days. Pick and packing is done the same working day so if you order before 11:45am on a week day you should receive your order the following day.

What happens if I am not home when they deliver?

You should receive a card through your door or it could have been left in a safe place if no-one is at home. If a card was left, it will then be sent to your local Postal Delivery Office, neighbour or scheduled to be delivered the next day where you should receive an email.

Can I get a tracking number?

You will be sent a tracking number once your order has been dispatched. Please watch out for emails from us and check the junk folder.
You can track your package via this link.

What should I do if my order has not arrived?

If you have not received your order within 5 working days of the dispatch date, then please drop us an email on hello@veryimportantpets.shop

We cannot be held responsible if the address you have given is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure correct delivery of the parcel is made.

Please note that if the tracking number shows that your parcel has been delivered, you will need to contact the shipper to get a reference number before we can look into organising a replacement.

If your order has been delivered with photographic evidence on the tracking and you're unable to locate your order, we cannot be responsible for stolen parcels. Please contact the shipping company with enquiries to missing orders.

Is weekend delivery possible?

Whilst we cannot guarantee courier timetables, if you order by Friday 11:45am you should receive your order over the weekend.

Can I amend my order?

Absolutely, provided we have not already despatched it. Please contact us and one of the team will be happy to help.

Returns and Refunds:

How can I return my item?

We're so sorry to hear that you are not happy with your Very Important Pet products. We want you to be 100% satisfied - if you would like to return an item you can do so within 14 days of the delivery date. Customers are responsible for return shipping costs.

To return your order please visit our returns page.

**Please note: Only products returned in perfect condition, free from pet hair and in their original packaging will be refunded or exchanged. Refunds and exchanges will be processed within 5-10 working days from when we have received your products. It can take up to 10 working days for the refund to show in your bank account.**

What if I don't get tracked return postage?

We advise you to get tracked but if you choose to return your item using normal untracked delivery then please ensure you get proof of postage otherwise we cannot be held responsible if the item goes missing or gets damaged on its return.

What is not eligible for return or exchange?

Any personalised or bespoke products like ID tags as well as perishable food products. Medicines are also not able to be returned.

Are postage costs refunded?

Original postage costs will not be refunded unless an item is damaged or faulty. We will require photographic evidence as part of the process.