Delivery and Returns
We work with a wide variety of suppliers, although most items are sent direct from us there are some products are sent directly from the partner that makes or distributes the item. As such, items from different partners in the same order will incur separate postage costs. We think the delivery of your order should be prompt and fairly priced, so we work with all our partners to minimise costs and shipping time on standard items. When checking out you will see a complete breakdown of shipping costs and where your item will be delivered from.
All delivery from Pet Runway will be via Royal Mail First Class.
Delivery on standard items is normally within seven working days (but often much quicker), and within 30 days for custom made items.
You will be notified by us when your order is dispatched. Occasionally factors outside the control of our partners can delay your order after dispatch. Your patience in these circumstances is greatly appreciated and we will of course keep you informed.
Any promotional activity relating to delivery will only include items being dispatched within mainland UK unless specified.
Where do we deliver?
We now deliver to most of Europe as well as the USA. Please allow extra delivery time for all items shipped outside of the UK
We all make mistakes and we know that sometimes that dog collar doesn’t look right or doesn’t fit properly. And whilst we advise that you check the relevant size-guide for any products you might buy pet sizing is not an exact science. If you need to return an item, below you can find the standard Pet Runway return policy.
Pet Runway Standard Returns Policy
All orders of standard items can be cancelled (for any reason) for a refund or exchange within 7 days of receiving them. To organise a return please click here for our Returns Form.
For damaged/faulty items, please contact us within 48 hours using our returns form accessed by clicking here. You will then be issued with return guidance from us and we will refund you any postage incurred sending us the items back.
All items must be returned unused, in a saleable condition and in their original packaging (with any labels still attached). Please use a ‘signed for’ delivery method and obtain proof of postage.
Please note any exemptions and exceptions to the standard returns procedure, where the following items are likely to be non-returnable and non-refundable: personalised/customised items, perishable products (such as food), grooming products, large items of furniture which are often custom made and custom home wares.
Why do I have to pay the return postage?
It’s a good question, however if we had to pay postage on returns we would have to charge significantly more to you. We work exceptionally hard to keep our prices low and want to keep them this way. If the item in question is faulty we will refund the postage, however if it doesn’t look right or you have selected the wrong size you will have to pay for postage.
Where do I return the items to?
Please post to:
Tewkesbury Business Park
Gloucestershire, GL20 8SD