Shipping & Delivery
Last updated: 21/09/2026
At Petlópolis, we work with selected fulfilment partners to deliver pet products to customers across the United Kingdom. Because products may be dispatched from different fulfilment locations, processing and delivery times can vary by item. The delivery estimate shown on the relevant product page and at checkout should be reviewed before placing an order.
ORDER PROCESSING
After payment is confirmed, orders are normally processed within 2 to 5 working days. Processing time is separate from delivery time. During busy periods, public holidays or exceptional circumstances, processing may take longer. If a significant delay affects your order, we will contact you using the details provided at checkout.
UK DELIVERY
Our current estimated delivery time is normally 7 to 15 working days after dispatch, unless a different estimate is displayed on the product page or agreed with you before purchase. Delivery estimates are not guaranteed dates, but we will take reasonable steps to deliver within the timeframe communicated to you.
DELIVERY COSTS
Any delivery charge will be displayed before you complete checkout. Where a product or order qualifies for free delivery, this will be stated clearly on the website. We will not add an undisclosed delivery charge after the order has been placed.
TRACKING
Where tracking is available, you will receive a dispatch confirmation containing the tracking number or tracking link supplied by the fulfilment or delivery partner. Tracking information may take time to update after dispatch.
MULTIPLE PARCELS
Items in the same order may be fulfilled by different partners. As a result, they may be dispatched separately, arrive on different dates and have different tracking numbers. You will not be charged additional delivery fees after checkout solely because an order is split into multiple parcels, unless a separate charge was clearly disclosed and accepted before purchase.
DELAYS
Delivery can be affected by public holidays, seasonal peaks, severe weather, customs processing, carrier disruption, address problems or other events outside our reasonable control. If your parcel has not arrived within the expected timeframe, please check your tracking information and contact us at care@petlopolis.com.
LOST PARCELS
If a parcel is confirmed as lost by the relevant carrier or fulfilment partner, we will work with you to provide an appropriate remedy, which may include a replacement or refund. We will not require a customer to waive statutory rights in order to receive assistance.
DELIVERY ADDRESS
Please check your delivery details carefully before submitting your order. If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed once fulfilment has started. Nothing in this section limits your legal rights where a delivery failure is caused by us or a party acting on our behalf.
FAILED OR UNCLAIMED DELIVERY
If delivery cannot be completed, the carrier may arrange redelivery, collection or return the parcel to the sender. If an order is returned because it was refused, unclaimed or the address supplied was incorrect, contact us so we can assess the available options and any actual re-delivery costs.
IMPORT CHARGES
[CONFIRM BEFORE PUBLISHING: Insert the Petlópolis model for UK VAT/import charges here. Do not state that customers will or will not pay import VAT until the tax and fulfilment model for the relevant products has been confirmed.]
WHERE WE DELIVER
We currently sell to customers at UK delivery addresses [CONFIRM WHETHER THIS INCLUDES NORTHERN IRELAND AND ANY EXCLUDED TERRITORIES].
CONTACT
For delivery questions, contact: care@petlopolis.com
Customer Care hours: Monday to Friday: 11am – 9pm (UK Time)