Delivery Information

ALL YOU EVER NEED TO KNOW ABOUT DELIVERY

At Pinky PawZ we certainly know what a pain it can be when you’re fighting your way to the checkout page of a website and then “wham” you find yourself having kittens because the shipping charge is £3.99 for something that only costs £5.00. Well you’ll be glad to know that we’re different. Pinky PawZ is dedicated to bringing you not only the best prices on Goodies for your Fur kidz, but also on P&P too.

Delivery rates, P&P or what ever you wish to call it!
Lets make it simple!!!

We have broken the P&P charges into easy to digest morsels, giving you the most through the post for your money, so you'll no longer need to borrow a calculator from NASA to add up the total costs or weights of p&p!

Set out below in a few simple steps are our P&P rates for the UK mainland.

UK Highlands & Islands:

Please note there are certain items that we DO NOT ship to the Highlands and Islands (unless the £10.00 surcharge is selected at checkout). These will be clearly stated within the product description and include the postal codes below. If you purchase the item in error then we will advise you and refund any monies owing to you. For further information about shipping please refer to our conditions of use page. Where UK mainland postage is free, a £10.00 surcharge will apply to the following post codes:

AB, BT, DD, FK, GY, G83, HS, IM, JE, KA, KW, PA, PH, IV, TR21-25, ZE,
Isle of Man
Northern Ireland
Off Shore Islands

Postage, Packaging & Free P&P:

This is based on a standard delivery service from Royal Mail, DPD or similar courier and applies to UK mainland customers only. Royal Mail services DO NOT include insurance or compensation, however these may be purchased in the form of Recorded signed for or Guaranteed next day delivery (Mon –Fri). For international orders, Royal Mail’s international signed for service is available at an extra charge. These Services will be available at the time of purchase at discounted rates when you get to checkout . For further details please refer to our T&C page.

Ireland & Rest of Europe

For order values over £40.00, postage will be charged at the rate of £4.00 per £10.00 tier. Example: Spendage £50.00 - Postage = £19.99. For Belgium, France, Germany, Luxembourg, Netherlands & Ireland. The Maxium shipping cost will be £19.99 per parcel. other Countires Contact us for exact Prices if you are unsure.

Rest of the World

For order values over £40.00, postage will be charged at the rate of £6.00 per £10.00 tier. Example: Spendage £50.00 - Postage = £29.99.

For all overseas customers: Please note that there are certain items that we DO NOT ship outside the UK. These will be clearly stated in the description of the product. If you purchase the item in error then we will advise you and refund any monies owing to you. For further information about shipping overseas please refer to our conditions of use page.

Estimated delivery times for UK, Europe and the Rest of the World:

UK. Approximately 1-5 days from dispatch (Not Guaranteed)
EU. Approximately 3-21 days from dispatch (Not Guaranteed)
R.O.W. Approximately 7-21 days from dispatch (Not Guaranteed)

FAQ's

So tell me…who delivers my order?

The majority of our products are sent via Royal Mail. Why? Well as we look at it, if it’s good enough for the Queen, it’s good enough for us. For larger parcels or items, we use DPD 24hr courier service with online tracking. Why do we use DPD? Because we love big white vans! No seriously, we have been using them for years and have found that they can get the job done without the fuss. (There may be instances were other third party couriers are used). For overseas orders, these will be handled by Royal Mail and then passed over to your own country's national postal services.

What is the NEW timed delivery service & how does it work

WE ARE DELIGHTED TO OFFER OUR CUSTOMERS OUR NEW TIMED DELIVERY SERVICE THAT PROVIDES YOU WITH A PRECISE ONE HOUR DELIVERY WINDOW IN WHICH YOU’RE GOODS WILL ARRIVE.

SO NO MORE TAKING TIME OFF WORK OR TWITCHING AT THOSE CURTAINS EVERY TWO MINUTES AND WAITING IN ALL DAY FOR YOUR PARCEL TO ARRIVE.

Just leave us your mobile number at checkout  and we will text you on the morning of delivery to inform you as to what time frame your parcel will arrive and, if youre not going to be available, you will be given the option to text back and arrange a delivery time to suit you…pretty cool or what!

Don’t worry if you don’t have a mobile phone as we can do all this via email as well! Simply select the courier optionfor a one-off charge of £5.95 at checkout and we will do the rest. Highlands & Islands includes postcodes above please select the £10.00 surcharge.
 
THIS SERVICE IS NOT GUARANTEED AND AVAILABLE TO UK MAINLAND CUSTOMERS ONLY (Highlands & Islands will incur a £10 surcharge & 2 day delivery service)

How long until my order is dispatched?

We aim to dispatch all orders the same working day if placed before 12pm Monday to Friday. Yep that’s right…Pinky PawZ don’t charge for the ‘so-called’ express delivery! Items sent with DHL take 24 working hours (Mon -Fri) to process. Please be aware that during busy periods such as Christmas, dispatch times may take slightly longer.

How long until my order is delivered?

After we dispatch your order it is likely that it should be with you the very next working day. For example: Tiddles the Tabby cat orders a catnip toy at 11am on a Monday morning. If all goes well with Royal Mail, it should come through her letter box the next day or so, providing she doesn’t attack or maim the postie for her much loved catnip toy! As we’re sure you can appreciate, we are at the mercy of the postal services but in most cases it should be with you quicker than a cat on a hot tin roof! For overseas orders, please refer to the section above.

Can I leave a note to request that my parcel is left in a safe place if I am not home?

You can leave a note however we can't guarantee that we will attach this to your order as some items may require a signature

Can you guarantee that my order will arrive the next working day?

As much as we would love to be able to perform miracles, unfortunately we can’t! We do offer, in addition to our normal postal charges, Royal Mail's guaranteed delivery service for smaller items. The price of this will be displayed at checkout at their prevailing rates and applies to small sized orders only. For larger items that require DPD delivery, this wil be done on a next day service which again will be displayed at checkout. Please email us if you want to make sure your order can be sent this way as we cannot personally guarantee that orders will arrive on time.

Just my luck, I can’t believe my order has not arrived?

We too know how frustrating it is when you have placed an order, only to find out that is still hasn’t arrived, but unfortunately Royal Mail only class an item as missing after 15 days. If you're one of the very very rare people to find that your parcel is missing, there are a few simple checks that need to be made before you contact us.

In most cases any items that remain undelivered are usually held at your local sorting office. Why? Well if you’re out, or at work when your parcel is delivered and Mr or Mrs Postie has forgotten to leave you his/her “I called but you weren’t in card”, your order will be taken back to your local sorting office for 30 days (7 days if sent via recorded or next day) or until it is claimed. (ID will be required when collecting) Now, in the unlikely event that you find that your order is not there, please check your address details are correct within your order confirmation email that we sent when you placed your order. For example: Max the mongrel has been waiting 15 days and his squeaky toy still hasn’t arrived. After chewing his dads’ slipper and scooting across the floor in utter fury, he decides to check his order confirmation. When he does, he notices that he had forgotten to change his address when he moved! If this has happened to you, you will need to contact the residents at your old address. One of the last checks you will need to make is with your neighbours, however, if you notice that your neighbours pet is grinning or wagging their tail at you,  you certainly know where your parcel finished up!

I have done all the checks and I still can’t find my order?

While we always recommend you opt for postal insurance we will try our very best to locate and track any missing items. If we can’t and you did purchase postal insurance, then we will replace your order free of charge (see T&C for further details). If however you did not purchase postal insurance, then we’re afraid that you will need to make a claim from Royal Mail by calling 08457 950 950 or DPD on 08459 505 505

Can I send my order back if I am not happy?

While it’s certainly a shame if you need to send something back, we understand completely, so we like to help make the whole process as easy as possible. When returning an item within 14 days of purchase, please state your reason for return in order for us to process your refund as fast as possible. Your reason for return will also help us to improve our quality of service & products. Any items returned should be sent to:

Pinky PawZ
PO BOX 398
St Helens
Merseyside
WA10 9DE

As we don’t offer a free returns service, simply toddle off down to the Post Office with your parcel, pay the postage charge, & please don’t forget to ask for a free Certificate of Postage. This will contain a unique reference number which you will need to keep in case your return goes missing or astray, just like a cat when you’re trying to give them a tablet! Once we receive your purchase, and assuming it is in the same new and unopened condition it was when it was sent, we will gladly refund the cost of the product minus any postage or third party charges.

ARRRRRRRH! I have just received my order & an item is broken…HELP!

As much as we take every step to ensure that your order gets to you in purrrfect condition we do understand that on very rare occasions an item can be damaged in transit. If this is the case, simply email us at:  feedme@pinkypawz.com  and we will gladly assist you with the return and replacement process.

Do postman Pat and Jess the cat still work at Royal Mail?

Some people say he was sacked for accumulating too many speeding fines & putting 22” alloy wheels and go faster stripes on his van, but we have heard rumours that they both still help out during busy periods!