Delivery Times

Hi everyone, I hope you and all your furry friends are healthy and happy. In this blog entry I would like to discuss our delivery times and the delivery process when our customers make purchases with us.

Firstly, I feel that it is important to state that we do not make any money from delivery costs. We use Hermes for most of our parcels and DPD for the 6ft Length 8inch diameter tunnel, this is due to size restrictions. We use these two companies for one reason, cost. This is so, you the customer can pay less. We have zero interest in making any money from postage costs and would much rather charge less for postage, if anyone has any trade secrets or knowledge on how this can be achieved then please do let us know as we would love to be able to pass the savings on to all our great customers.

We have been offering a 1-2 Day Estimated delivery service, again this is with Hermes and again we do not make any money from this service. This has been offered simply out of convenience to the customer. I need to stress though that this is an estimated time frame and is not guaranteed by Hermes. Delivery times are completely out of our control. As soon as we pass the parcel on to Hermes then we are no longer responsible for how long it takes for it to be delivered I am afraid, however we are always happy to chase up parcels if there is a delay. The 1-2 day estimated service is hit and miss, in my opinion around 70% make it to the customer within this timeframe, this is something that we have the most complaints about. This is one of the reasons I have chosen this subject for our blog, so that we can be more transparent. For now, we will no longer be offering the 1-2 day estimated service, due to customers holding ourselves responsible for their order not arriving within that timeframe.

Another important thing for me to stress is WE ARE NOT AMAZON PRIME!!! I know we live in an age where we can order a product off amazon and it comes from one of their local distribution centers, then be at your door the next day. This may surprise you but unfortunately, we do not have warehouses in almost every county, nor do we have thousands of people picking and packing our products. Therefore, we require up to 72 hours to process, pick, package and pass on to the courier. Once we have done all of this, that is when your delivery timescale would come into effect. As far as I am aware, most delivery companies still run-on working days when it comes to delivery timescales, so unfortunately the weekend does not count with this.

There have been occasions where our customers have been left disappointed with the courier companies not delivering their parcel in the paid for timeframe, we have also been left disappointed by this and have refunded the customer for their postage costs. Unfortunately, we can no longer do this, as Hermes have told us on several occasions; the delivery timeframe is only an estimate. Again, as said earlier, we do not make financial gain from delivery costs so when we refund postage, it means we lose money. If we were to continue to refund for postage delays it would mean that we would have to increase our product prices to calculate for this occasional loss. Which of course we do not want to do. My aim is and always has been, to make affordable fun pet products for everyone.

I hope this has given you a better insight into our delivery process, until next time stay happy & healthy everyone.