Shipping policy

SHIPPING & DELIVERY POLICY

Petcomfortworld Limited
73 Hadrian Road
Newcastle Upon Tyne
England
NE4 9QH
United Kingdom

Email: info@petcomworld.co.uk
Telephone: 07376 530716

Last Updated: 17 October 2026

This Shipping & Delivery Policy explains how Petcomfortworld Limited processes, dispatches and delivers orders placed through our online store.

By placing an order with us, you agree to the shipping and delivery terms set out below.

1. Order Processing

Once your order has been successfully placed and payment has been authorised, we will begin processing your order for dispatch.

Orders are subject to product availability, successful payment authorisation and any necessary security or fraud-prevention checks.

Once your order has been dispatched, you may receive a dispatch confirmation by email or another available communication method.

2. Shipping Destinations

We primarily deliver to addresses within the United Kingdom.

Available shipping destinations will be displayed during checkout. If our checkout does not accept delivery to your location, please contact us at info@petcomworld.co.uk before placing your order.

International delivery may be offered for selected destinations where available.

3. Shipping Charges

Applicable shipping charges will be displayed during checkout before you complete your purchase.

Shipping costs may vary depending on factors including:

Delivery destination;
Size and weight of the order;
Products ordered;
Delivery method selected; and
Any promotional shipping offers that may apply.

You will have an opportunity to review applicable delivery charges before confirming your order.

4. Delivery Times

Estimated delivery times, where available, will be displayed during checkout, on the relevant product page or in your order confirmation.

Delivery times are estimates unless we have expressly agreed to a specific delivery date.

We make reasonable efforts to dispatch and deliver orders promptly, but delivery may occasionally be affected by circumstances outside our reasonable control.

5. Order Tracking

Where tracking is available for your chosen delivery service, tracking information may be provided after your order has been dispatched.

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

If you have not received tracking information or require assistance locating your order, please contact:

info@petcomworld.co.uk

Please include your order number when contacting us.

6. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check your:

Recipient name;
House or building number;
Street address;
Town or city;
Postcode; and
Contact information.

If you discover an error in your delivery address, please contact us as soon as possible.

We will make reasonable efforts to update the address before dispatch, but we cannot guarantee that changes can be made once an order has entered the fulfilment or delivery process.

7. Failed or Unsuccessful Delivery

If a delivery cannot be completed, the courier may:

Attempt redelivery;
Leave instructions for arranging another delivery;
Deliver the parcel to an appropriate collection point; or
Return the parcel to us.

The options available will depend on the carrier and delivery service used.

If your order is returned to us following an unsuccessful delivery, please contact us to discuss redelivery or any applicable refund.

Additional delivery charges may apply where redelivery is required because incorrect or incomplete delivery information was supplied, subject to applicable consumer law.

8. Delayed Orders

Occasionally, deliveries may be delayed because of circumstances such as:

Courier or postal disruption;
Severe weather;
High seasonal demand;
Transport disruption;
Incorrect or incomplete address information;
Public holidays;
Customs procedures for international shipments; or
Other circumstances outside our reasonable control.

If your order is significantly delayed, please contact us at info@petcomworld.co.uk.

We will make reasonable efforts to investigate the delivery with the relevant carrier.

Your statutory rights regarding delayed delivery are not affected by this policy.

9. Lost or Missing Parcels

If your tracking information indicates that an order has been delivered but you have not received it, please check:

Around your property;
Any designated safe place;
With other members of your household;
With neighbours, where appropriate; and
Any delivery information provided by the courier.

If you still cannot locate the parcel, please contact us as soon as reasonably possible at info@petcomworld.co.uk, providing your order number and relevant tracking information.

We will investigate the matter with the carrier where appropriate.

10. Damaged Deliveries

Please inspect your order after receiving it.

If your parcel or products arrive damaged, please contact us as soon as reasonably possible at:

info@petcomworld.co.uk

Please provide:

Your name;
Order number;
Description of the damage; and
Clear photographs of the product and packaging where reasonably possible.

We will review the matter and provide an appropriate solution in accordance with your statutory rights.

11. Incorrect Items

If you receive an incorrect product, please contact us before returning it.

Email:

info@petcomworld.co.uk

Please provide your order number and details of the item received.

Where we have supplied an incorrect item, we will provide appropriate instructions for resolving the issue.

12. Multiple Shipments

Orders containing multiple products may occasionally be dispatched separately.

If this occurs, you may receive more than one parcel and, where applicable, separate tracking information.

You should not necessarily assume that an item is missing simply because it does not arrive in the first parcel.

13. International Shipping

Where international shipping is offered, delivery times and charges will depend on the destination and delivery service.

International orders may be subject to customs procedures, import duties, taxes or other charges imposed by the destination country.

Where applicable, responsibility for such charges will be communicated or determined in accordance with the terms presented at checkout and applicable law.

International customers should check any applicable import requirements before placing an order.

14. Customs Delays

International shipments may be subject to customs inspections or clearance procedures.

Petcomfortworld Limited cannot control the processing times of foreign customs authorities.

Where delays occur, we will provide reasonable assistance where possible, but customs processing may be outside our direct control.

15. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible:

Email: info@petcomworld.co.uk
Telephone: 07376 530716

We will make reasonable efforts to cancel the order before dispatch.

If the order has already been dispatched, you may need to receive the goods and follow the procedure set out in our Refund & Return Policy.

Your statutory cancellation rights are not affected.

16. Returns

This Shipping & Delivery Policy should be read together with our Refund & Return Policy.

For information regarding change-of-mind returns, faulty products, damaged goods, exchanges and refunds, please refer to the Refund & Return Policy available on our website.

17. Risk During Delivery

Where you are purchasing as a consumer, responsibility for the goods will pass in accordance with applicable UK consumer law.

Generally, the goods remain our responsibility until they come into your physical possession or the possession of a person identified by you to receive them, subject to applicable legal exceptions.

18. Changes to This Policy

We may update this Shipping & Delivery Policy periodically to reflect changes to our delivery services, carriers, business operations or legal requirements.

The latest version will be published on our website with an updated revision date.