Shipping, Local Delivery, Click & Collect and Subscription Information

PICK UP FROM STORE

  • IF WE HAVE YOUR ITEMS ALREADY IN STOCK, YOUR ORDER WILL BE READY FOR COLLECTION STRAIGHT AWAY, AND YOU WILL RECEIVE AN EMAIL CONFIRMATION.
  • IF WE DO NOT HAVE ALL THE ITEMS IN STOCK WITHIN YOUR ORDER, IT MAY TAKE UP TO 3-5 WORKING DAYS FROM THE DATE YOU PLACE YOUR ORDER, PARTICULARLY IF ORDERING LARGER THAN 2KG BAGS OR LARGE QUANTITIES OF RAW FOOD.
  • TO AVOID HAVING TO POTENTIALLY WAIT FOR STOCK TO ARRIVE, PLEASE CONSIDER SETTING UP A SUBSCRIPTION WHICH ALLOWS US TO MANAGE OUR ORDERING MORE EFFICIENTLY AHEAD OF TIME, AND AVOIDS YOU HAVING TO WAIT FOR ITEMS. SEE SUBSCRIPTION INFORMATION FURTHER DOWN.
  • PLEASE WAIT FOR THE EMAIL CONFIRMATION TO LET YOU KNOW WHEN IT IS READY FOR COLLECTION, OR CALL US ON 01244 880470 IF YOU HAVEN'T RECEIVED AN EMAIL WITHIN THIS TIME.

LOCAL DELIVERIES

  • LOCAL DELIVERIES WILL BE CARRIED OUT ON WEDNESDAY BETWEEN 12:30PM - 4:30PM AND THURSDAY EVENINGS BETWEEN 5 - 7PM.
  • LOCAL DELIVERY CHARGES ARE:
    • £4 UP TO 4 MILE RADIUS - £15 MINIMUM ORDER
    • £6 WITHIN 4-6 MILE RADIUS - £20 MINIMUM ORDER
    • £8 WITHIN 6-8 MILE RADIUS - £25 MINIMUM ORDER
  • IF YOU ARE NOT GOING TO BE IN AT ANY POINT BETWEEN THOSE TIMES, PLEASE LEAVE A NOTE DURING CHECKOUT WHEN PLACING YOUR ORDER TO LET US KNOW WHERE WE CAN LEAVE IT FOR YOU.
  • PLEASE NOTE THAT WHEN PLACING AN ORDER FOR LOCAL DELIVERY, THESE DELIVERY OPTIONS WILL NOT SHOW ON THE SHIPPING PAGE UNLESS THE MINIMUM ORDERS STATED ABOVE HAVE BEEN MET.
  • OUR WEBSITE AUTOMATICALLY CALCULATES THE DISTANCE BETWEEN OUR STORE AND YOUR POST CODE. IF YOU LIVE BETWEEN A 6-8 MILE RADIUS, AND NO LOCAL DELIVERY OPTION IS SHOWING, AND BELIEVE THAT YOUR POST CODE DOES FALL WITHIN THIS RANGE, THEN PLEASE CONTACT US. THE SYSTEM IS NOT PERFECT AND SOMETIMES IT DOESN'T RECOGNISE CORRECT LOCATIONS OF POST CODES. WE WILL TRY TO RESOLVE THIS FOR YOU MANUALLY.

SHIPPING

  • BELOW 2KG, SHIPPING IS VIA ROYAL MAIL 2ND CLASS SIGNED FOR, AND CAN TAKE 2-3 DAYS AFTER YOUR ORDER HAS BEEN SHIPPED.
  • IF YOUR ORDER IS ABOVE 2KG OR CONTAINS FROZEN ITEMS, IT WILL BE SENT VIA DHL WHICH IS USUALLY NEXT WORKING DAY AFTER YOUR ORDER HAS BEEN SHIPPED. PLEASE NOTE THAT WE CANNOT SHIP FROZEN ITEMS BEFORE A WEEKEND IF YOUR ORDER HAS BEEN PLACED AFTER 12PM ON A THURSDAY. THE NEXT DAY WE WOULD BE ABLE TO SHIP FROZEN ITEMS AFTER THIS TIME WOULD BE MONDAY AND IT WOULD ARRIVE WITH YOU ON TUESDAY.

SUBSCRIPTIONS

  • THE BEST WAY TO ENSURE THAT WE HAVE YOUR PRODUCTS READY FOR YOU AT THE TIME YOU NEED IT IS BY SETTING UP A SUBSCRIPTION. THIS ALLOWS US TO ORGANISE OUR SUPPLIER ORDERS WELL BEFORE YOUR SUBSCRIPTIONS ARE DUE, INSTEAD OF HAVING TO WAIT FOR ITEMS TO ARRIVE FROM SUPPLIERS IF WE ARE LOW ON STOCK AT THE TIME OF YOUR NON-SUBSCRIPTION ORDER. PLUS YOU GET THE ADDED BONUS OF A DISCOUNT OFF THE FULL PRICE!
  • IF A SUPPLIER IS OUT OF STOCK OF ANYTHING INCLUDED IN YOUR SUBSCRIPTION AND WE ARE UNABLE TO ORDER THIS IN, WE WILL CONTACT YOU TO LET YOU KNOW, AND WE CAN THEN ARRANGE A SUBSTITUTION, A REFUND, OR LET YOU KNOW WHEN IT'S LIKELY TO BE BACK IN IF YOU ARE HAPPY TO WAIT FOR THE REMAINING ITEMS.
  • TO SET UP A SUBSCRIPTION, YOU WILL NEED TO GO TO EACH INDIVIDUAL PRODUCT YOU WISH TO ORDER AND SELECT THE 'SUBSCRIBE AND SAVE' OPTION. CHOOSE THE PACK SIZE (IF APPLICABLE), THE QUANTITY AND THE FREQUENCY YOU WOULD LIKE YOUR ORDER TO BE PLACED.
  • PAYMENT WILL BE TAKEN AT THE TIME OF SETTING UP YOUR SUBSCRIPTION AND THEN AUTOMATICALLY AT THE FREQUENCY THAT YOU HAVE SET.
  • YOU WILL RECEIVE AN EMAIL THE DAY BEFORE THE PAYMENT FOR YOUR SUBSCRIPTION IS DUE TO COME OUT, ALLOWING YOU TIME TO AMEND OR ENSURE MONEY IS IN YOUR ACCOUNT FOR THE SUBSCRIPTION TO BE PAID FOR.
  • YOU CAN MANAGE YOUR SUBSCRIPTION IN THE SUBSCRIPTIONS MANAGEMENT PAGE WHEN YOU LOG IN TO YOUR ACCOUNT.
  • SUBSCRIPTIONS ARE VERY FLEXIBLE, AND YOU CAN ADD/REMOVE PRODUCTS AT ANY STAGE, CHANGE QUANTITIES OR ADD ONE OFF ITEMS.
  • IF YOU WISH TO CANCEL YOUR SUBSCRIPTION, YOU CAN ONLY DO THIS YOURSELF WHEN 4 SUCCESSFUL SUBSCRIPTIONS HAVE BEEN PLACED IF YOU HAVE SET THE FREQUENCY TO ANYTHING LESS THEN EVERY 2 MONTHS. FOR SUBSCRIPTIONS SET FOR ANYTHING MORE THEN EVERY 2 MONTHS THEN YOU CAN CANCEL YOURSELF AFTER 2 SUBSCRIPTION PAYMENTS HAVE SUCCESSFULLY BEEN COMPLETED.
  • IF YOU NEED TO CANCEL BEFORE 4 (OR 2 FOR EVERY 2 MONTHS +) SUBSCRIPTIONS HAVE BEEN PLACED, THEN PLEASE CONTACT US FOR ASSISTANCE.

WE TRY TO DISPATCH ORDERS AS QUICKLY AS POSSIBLE BUT ON OCCASIONS THERE MAY BE DELAYS OUT OF OUR CONTROL.

YOUR ORDER WILL USUALLY BE SHIPPED WITHIN 3 WORKING DAYS OR YOU WILL BE CONTACTED BY US IF THERE IS GOING TO BE A DELAY IN SHIPPING YOUR ORDER FOR ANY REASON.

PLEASE CONTACT US ON 01244 880470 OR SEND AN EMAIL TO CONTACT@IMPERIAL-PETS.COM IF YOU WISH TO DISCUSS YOUR ORDER FURTHER.