Shipping policy

Last updated: 21 September 2026

At Petslivy, we want getting the products your pet loves to be simple and hassle-free. We offer free standard shipping on eligible orders and work to get your order delivered as quickly as possible.

1. Free shipping

We offer FREE standard shipping on all eligible orders.

There are no additional standard shipping charges added at checkout.

Any alternative or upgraded delivery options, where available, will be clearly displayed at checkout before you complete your purchase.

2. Delivery time

Orders are normally delivered within:

5–7 working days

Working days are Monday to Friday, excluding UK bank holidays.

Delivery times are estimates and may occasionally vary depending on your location, courier availability, public holidays, severe weather, periods of unusually high demand, or circumstances outside our reasonable control.

3. Order processing

Once your order has been successfully placed, it will be processed and prepared for dispatch.

You will receive an order confirmation using the email address provided during checkout.

Once your order has been dispatched, we will send you a shipping confirmation and tracking information where tracking is available.

Please make sure your email address and delivery details are entered correctly when placing your order.

4. Order tracking

Where tracking is available for your shipment, your tracking details will be sent to you once your order has been dispatched.

Please allow some time after receiving your dispatch confirmation for the courier's tracking system to update.

Tracking information may not become active immediately after your parcel leaves our fulfilment facility.

If you experience any issues with tracking your order, please contact our customer support team.

5. Delivery delays

Although we aim to deliver all orders within the estimated 5–7 working day timeframe, occasional delays can happen.

Possible causes may include:

  • Courier delays

  • Severe weather conditions

  • UK bank holidays

  • High order volumes

  • Transport disruptions

  • Incorrect or incomplete delivery information

  • Other circumstances outside our reasonable control

If your order has not arrived within the expected delivery timeframe, please contact our customer support team and include your order number.

We will be happy to check the status of your delivery.

6. Incorrect or incomplete delivery information

Customers are responsible for ensuring that all delivery information provided during checkout is complete and accurate.

Please carefully check your:

  • Full name

  • House number or building name

  • Street address

  • Town or city

  • Postcode

  • Email address

  • Telephone number, where provided

If you notice an error after placing your order, please contact us as soon as possible.

We will do our best to update your details before dispatch, but we cannot guarantee that changes can be made once your order has entered processing or has already been dispatched.

Petslivy may not be responsible for delays, failed deliveries, lost parcels or additional delivery costs resulting from incorrect or incomplete information provided by the customer, except where applicable consumer law provides otherwise.

7. Failed delivery attempts

If a courier is unable to complete delivery, they may:

  • Attempt delivery again

  • Leave the parcel in an appropriate safe location

  • Deliver it to a nearby collection point

  • Provide instructions for arranging redelivery or collection

Please follow any instructions provided directly by the courier.

If a parcel is returned to us because delivery could not be completed, please contact our customer support team so we can advise you on the available options.

8. Lost parcels

If your tracking information shows no meaningful updates or you believe your parcel may have been lost, please contact our customer support team.

Please include:

  • Your full name

  • Order number

  • Delivery address

We will review the delivery information and, where appropriate, contact the courier to investigate.

Please do not assume a parcel has been lost simply because tracking has not updated for a short period, as courier tracking systems can occasionally experience delays.

9. Damaged parcels

If your parcel arrives visibly damaged, please inspect the contents carefully.

If the product itself is damaged, defective or incorrect, please contact our customer support team as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the outer packaging where relevant

We will review the issue and provide the appropriate assistance in accordance with our Refund Policy and your statutory consumer rights.

10. Multiple-item orders

If your order contains more than one product, items may occasionally be dispatched separately.

This means that products from the same order may arrive in separate parcels or at slightly different times.

Where separate tracking information is available, it will be provided to you.

11. UK bank holidays

Orders are not normally processed or delivered on UK bank holidays.

Orders placed around bank holidays may therefore take slightly longer than the normal estimated delivery timeframe.

12. Delivery estimates

All delivery dates and timeframes shown on our website are provided as estimates unless expressly stated otherwise.

We will always make reasonable efforts to deliver your order within the timeframe communicated to you.

Nothing in this Shipping Policy is intended to limit or exclude your statutory rights under applicable UK consumer law.

13. Contact us

If you have any questions about shipping, tracking, delivery, or an existing order, please contact our customer support team.

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

Email: petslivy@gmail.com