Last updated: 9 October 2026
In short: We deliver to addresses in England, Scotland and Wales, including the Isles of Scilly. Choose Tracked 48 (£3.99) or Tracked 24 (£5.49) at checkout: one flat charge per order. We dispatch within 1–2 working days, and every parcel is tracked.
This policy explains where we deliver, what it costs, how long it takes and what happens if something goes wrong with a delivery.
Delivery options and costs
Every order is sent by Royal Mail from our base in Woodbridge, Suffolk. You choose one of two services at checkout:
| Service | Cost per order | We dispatch within | Carrier’s delivery aim after dispatch | Total estimate from your order |
|---|---|---|---|---|
| Royal Mail Tracked 48 | £3.99 | 1–2 working days | 2–3 working days | 3–5 working days |
| Royal Mail Tracked 24 | £5.49 | 1–2 working days | Next working day (allow 1–2 working days) | 2–4 working days |
- The delivery charge is a flat amount per order, whatever the order value or number of items.
- The price is the same to every address we deliver to.
- You see the delivery charge at checkout before you pay.
- There is no minimum order value, and there are no handling, service or small-order fees.
- The total estimate is our dispatch time plus the carrier’s delivery aim. Carrier delivery times are targets rather than fixed promises.
Dispatch time and order cut-off
- Orders leave us within 1–2 working days.
- Working days are Monday to Friday, excluding UK bank holidays.
- The cut-off is 14:00 UK time. Orders placed after 14:00, or at a weekend or on a bank holiday, start processing on the next working day.
- We email you when you place your order, and again with your tracking number when your parcel is on its way.
- We deliver your order within 30 days of the day you place it, unless we agree a different date with you. If we cannot, we will tell you, and you can cancel for a full refund.
Where we deliver
| We deliver to | We do not deliver to |
|---|---|
| England | Northern Ireland |
| Wales | The Channel Islands (Jersey and Guernsey) |
| Scotland, including the Highlands and Islands | The Isle of Man |
| The Isles of Scilly | BFPO addresses and any address outside the United Kingdom |
- Remote areas: deliveries to remote areas, such as parts of the Highlands and Islands, can occasionally take an extra day. The price does not change.
- PO Boxes: PO Box addresses are accepted.
- Customs: parcels travel within Great Britain only, so there are no customs duties or import charges to pay.
Tracking
Every order is tracked. Use the tracking number in your dispatch email on our Track your order page or on the carrier’s tracking website.
Late or lost parcels
Please get in touch if:
- your tracking has not updated for 5 working days, or
- your parcel has not arrived 10 working days after dispatch.
We will chase the carrier and either send a replacement or give you a full refund. You do not need to wait for the carrier’s own claim process to finish.
Damaged parcels
If your order arrives damaged, please tell us as soon as you can and send photos of the item and its packaging. If you tell us within 30 days of delivery, you can choose a replacement or a full refund. After that, your rights under the Consumer Rights Act 2015 still apply. We pay any return postage. The steps are set out in our Returns & Refunds Policy.
Delivery address
Please check your address carefully at checkout. If you notice a mistake, contact us as soon as possible so we can correct it before your order is dispatched.
Responsibility for your order in transit
Your order remains our responsibility until it is delivered to you, or to someone you have named to receive it. Risk only passes to you on delivery (section 29 of the Consumer Rights Act 2015).
Questions about delivery
Email support@petmonkey.co.uk with your order number. Our phone number and support hours are on our Contact us page.