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Delivery & Returns

Delivery

All orders are dispatched via standard delivery and will be delivered by the Royal Mail.

We aim to dispatch 95% of our orders the next working day, and 100% of orders within 3-5 working days.

All of our items qualify for free delivery, if you wish to discuss expediated delivery options for an additional cost please contact us.

Delivery times may occasionally be affected by factors beyond our control, and so we are unable to guarantee delivery times, but as a guide, standard delivery typically takes no more than 3-5 working days to arrive.

Orders are dispatched from our warehouse Monday-Friday. Saturday and Sunday are non-working days.

You will receive dispatch notification via email when your order has been sent.

Unfortunately, we cannot currently deliver outside of the UK.

Food & Heavy Items delivery exclusions

Please note, we are unable to deliver food weighing 2kg or more to Northern Ireland, the Republic of Ireland, the Channel Islands, and the following postcodes:

  • G83 7 G83 8 G84 0
  • IV10 8 IV11 8 IV12 4 IV12 5 IV12 9 IV13 7 IV14 9 IV15 0 IV15 9 IV16 9 IV17 0 IV18 0 IV18 9 IV19 1 IV19 9 IV2 6 IV20 1 IV21 2 IV22 2 IV23 2 IV24 3 IV25 3 IV26 2 IV27 4 IV27 9 IV28 3 IV30 1 IV30 4 IV30 5 IV30 6 IV30 8 IV30 9 IV31 6 IV32 7 IV36 1 IV36 2 IV36 3 IV36 9 IV4 7 IV40 8 IV5 7 IV52 8 IV53 8 IV54 8 IV6 7 IV63 6 IV63 7 IV7 8 IV8 8 IV9 8 IV41 8 IV42 8 IV43 8 IV44 8 IV45 8 IV46 8 IV47 8 IV48 8 IV49 9 IV51 0 IV51 9 IV55 8 IV56 8
  • KW1 4 KW1 5 KW10 6 KW11 6 KW12 6 KW13 6 KW14 7 KW14 8 KW14 9 KW2 6 KW3 6 KW5 6 KW6 6 KW7 6 KW8 6 KW9 6 PA21 2 PA22 3 PA23 7 PA23 8 PA23 9 PA24 8 PA25 8 PA26 8 PA27 8 PA28 6 PA28 9 PA29 6 PA30 8 PA31 8 PA31 9 PA32 8 PA33 1 PA34 4 PA34 5 PA34 9 PA35 1 PA36 4 PA37 1 PA38 4 PH17 2 PH19 1 PH20 1 PH21 1 PH22 1 PH23 3 PH24 3 PH25 3 PH26 3 PH26 9 PH30 4 PH31 4 PH32 4 PH33 6 PH33 7 PH33 9 PH34 4 PH35 4 PH36 4 PH37 4 PH38 4 PH39 4 PH40 4 PH41 4 PH49 4 PH50 4
  • HS1 2 HS1 9 HS2 0 HS2 9 HS3 3 HS4 3 HS5 3 HS6 5 HS7 5 HS8 5 HS9 5
  • KA27 8 KA28 0 KW15 1 KW15 9 KW16 3 KW16 9 KW17 2
  • PA20 0 PA20 9 PA41 7 PA42 7 PA43 7 PA44 7 PA45 7 PA46 7 PA47 7 PA48 7 PA49 7 PA60 7 PA61 7 PA62 6 PA63 6 PA64 6 PA65 6 PA66 6 PA67 6 PA68 6 PA69 6 PA70 6 PA71 6 PA72 6 PA73 6 PA74 6 PA75 6 PA76 6 PA77 6 PA78 6 PH41 2 PH42 4 PH43 4 PH44 4
  • ZE1 0 ZE1 9 ZE2 9 ZE3 9

For further information, please do not hesitate to contact us as at customerservices@mrpets.co.uk.

Returns

Mr Pets aims to always deliver the items you ordered in excellent condition. We understand however, that on occasion you may want to return an item you purchased from us.

If you wish to return items to us, please do so within 14 calendar days of the dispatch date. To receive a full refund on unwanted items, the item must not have been used with original packaging still intact.

If we deliver the incorrect product, your item arrives damaged, or the item becomes faulty, we will cover the cost of return postage and replace or refund the item.

Please do make sure you have selected your chosen pet product carefully and it is exactly the product you require prior to purchase - including product size, colour and description. Any postage costs to return a product that has been incorrectly ordered, or is no longer wanted are at the expense of the consumer. Products returned that show signs of intentional damage cannot be refunded.

How do I return an item?

1) Please contact us via email or telephone prior to returning your purchase for a refund
2) Please package your items up safely + securely ready to be returned via standard post
3) Please include a returns form (found here), or a note detailing your order number, address and reason for return
4) Post back to us at the address below. We recommend you obtain proof of postage, which is free of charge at the Post Office
5) As soon as the returned item is received at our returns address, we will issue a full refund to the card / PayPal account you paid with, or we’ll dispatch an exchange or replacement item for you

Medicines

Unfortunately, by law we are unable to accept returned Prescription (POM-V or POM-VPS) or licensed (NFA-VPS) medicines for a refund.

Returns Address

Mr Pets - Returns
Brambles House
Waterberry Drive
Waterlooville
Hampshire
PO7 7UW

How long will it take to receive a refund?

The refunded payment is subject to standard bank clearing times and depending on payment method; can take up to 7 working days.

Further information

If you have any queries or concerns please do not hesitate to contact our customer services team on 01902 219403 (Monday - Friday) or customerservices@mrpets.co.uk

Sadly we cannot accept returns using signed for delivery; if you have a larger item you wish to return please contact us to discuss.