Delivery

1. Placing An Order

Upon completion of the checkout process, you will receive an email confirmation of your order. Should you have any questions regarding your order, please contact our Customer Service team via email: lee@primarypets.co.uk 

SHIPPING TO THE EU:

Because of Brexit, the UK is no longer part of a customs Union with the EU. Customers in the EU may be subject to customs duty if orders are over €150 - this duty is dependent upon the origin of the product purchased. If you have any questions about this, contact me before you place an order.

From July 1st 2021, VAT will be charged on imports to the EU regardless of value. This means the exemption for goods valued up to €22 no longer applies. You could be charged your local VAT rate (upon delivery) before you can take receipt of the goods.

Neither of these fees can be reimbursed by us, however you have the right to refuse the parcel based on the charges. If you do so, we will issue a refund of the item cost ONLY, once/ if the parcel arrives back with us. We would encourage you to get in touch BEFORE placing an order if you have any questions.

Also, due to the current international situation with Coronavirus, there may be postage delays to both the UK and worldwide orders, because of special measures being implemented for your safety, and higher levels of absences with postage staff. It is still completely safe to receive mail, but it could take a bit longer than usual. Find out more here: https://www.royalmail.com/coronavirus

2. Delivery Information

Delivery time

All orders will be shipped Monday to Friday except public holidays. Please allow up to three working days for delivery.

Please note your order will not be sent until your payment is authorised.  If there is a delay in authorising your payment it will affect your expected delivery time.

Please ensure you use the correct delivery address, we will not be able to change the delivery address once you have placed your order, as orders are processed very quickly.

Covid-19 - Update

We may experience some disruption in delivery during the Covid-19 pandemic. We work closely with our warehouse teams and delivery partners to limit any potential disruption, but unfortunately delivery may be affected due to circumstances outside our control.

Free shipping

We are delighted to announce you can now receive free shipping on orders over £20.00.  Please note this applicable to UK orders only.

For orders below £20.00 standard shipping cost is £1.95

Our carrier partners

We use a variety of carriage partners to ensure that the most efficient service is always used for your order, our preferred partner is Royal Mail.

Damaged during delivery

If there appears to be any sign of damage to the packaging please make a note to this effect beside your signature and please be as specific about damage. 

Please Note: When placing an order, we do request that you supply us with a contact number, so that we can contact you quickly in case of a query with your order.