Shipping policy

At Browns Pet Shop, we aim to process and deliver orders safely, efficiently, and within the estimated timeframes provided below.

This Shipping Policy explains our order processing times, delivery charges, estimated delivery timeframes, tracking information, delivery restrictions, and other important shipping information.

By placing an order through our website, you agree to the terms set out in this Shipping Policy.

Nothing in this policy limits or excludes any statutory rights available to consumers under applicable UK law.

1. Order Processing

Orders are normally processed within 0–1 business day after they have been successfully placed.

Business Days: Monday to Friday, excluding applicable UK public holidays.

Orders placed on weekends or UK public holidays will generally begin processing on the next business day.

Once an order has been processed, it will be prepared for dispatch and handed to the applicable delivery carrier.

Processing may occasionally take longer due to unusually high order volumes, public holidays, operational disruption, or circumstances outside our reasonable control.

2. Order Cut-Off Time

Our daily order cut-off time is 5:00 PM UK time.

  • Orders placed before 5:00 PM on a business day will generally begin processing that business day.
  • Orders placed after 5:00 PM will generally begin processing on the next business day.
  • Orders placed on weekends or UK public holidays will generally begin processing on the next business day.

The cut-off time relates to when order processing normally begins and does not guarantee same-day dispatch.

3. Delivery Charges

Our standard delivery charges within the United Kingdom are:

  • Orders of £200.00 or more: Free Standard Delivery
  • Orders below £200.00: £6.99 Flat-Rate Standard Delivery

The applicable delivery charge will be displayed during checkout before you submit payment.

There are no additional standard delivery charges beyond those disclosed during the checkout process.

4. Delivery Area

Browns Pet Shop currently delivers within the United Kingdom only.

International delivery is not currently available.

Delivery availability may vary for certain addresses or locations depending on carrier service coverage and operational restrictions.

If we are unable to deliver to your selected address, we will contact you where appropriate.

5. Transit Time

After an order has been processed and dispatched, Standard Delivery normally takes:

2–4 business days

Transit times are estimates and may vary because of factors including:

  • Delivery location
  • Carrier operations
  • Severe weather
  • UK public holidays
  • Seasonal or peak-period demand
  • Transportation disruption
  • Other circumstances outside our reasonable control

Estimated transit times are not guaranteed delivery dates.

6. Estimated Total Delivery Time

Your estimated total delivery timeframe consists of:

  • Processing Time: 0–1 business day
  • Transit Time: 2–4 business days
  • Estimated Total Delivery Time: 2–5 business days

Business days generally mean Monday to Friday and exclude applicable UK public holidays.

The estimated total delivery timeframe begins from successful order placement and is provided as a guide rather than a guaranteed delivery commitment.

Where applicable law provides specific rights in relation to delayed delivery, those rights remain unaffected.

7. Shipping Confirmation and Tracking

Once your order has been dispatched, you will generally receive a shipping confirmation email.

Where tracking is available, your shipping confirmation may include:

  • Your tracking number
  • Delivery carrier details
  • Shipment status information
  • A tracking link or tracking instructions

Tracking information may take some time to become active after the carrier receives the parcel.

We recommend keeping your shipping confirmation and tracking information until your order has been successfully delivered.

8. Delivery Address

Please carefully review your delivery information before placing an order.

Customers should provide a complete and accurate delivery address, including any relevant:

  • House or building number
  • Street name
  • Town or city
  • Postcode
  • Delivery instructions where appropriate

If you notice an error in your delivery address after placing an order, contact us as soon as possible.

We will make reasonable efforts to update the address if the order has not already entered fulfilment or dispatch. However, address changes cannot be guaranteed once processing or shipment has begun.

Where a parcel cannot be delivered because incorrect or incomplete address information was provided by the customer, reasonable additional delivery or reshipment costs may apply where permitted by law.

9. Delivery Delays

We make reasonable efforts to deliver orders within the estimated delivery timeframe.

However, delays may occasionally occur because of circumstances such as:

  • Carrier service disruption
  • Severe or adverse weather
  • High seasonal demand
  • UK public holidays
  • Transportation delays
  • Logistical disruption
  • Operational problems affecting delivery networks
  • Events outside our reasonable control

If we become aware of a significant delay affecting your order, we may provide updated information where reasonably possible.

Delivery estimates are provided for guidance and are not guaranteed delivery dates.

Nothing in this section affects any statutory rights you may have in relation to delayed or failed delivery.

10. Lost or Missing Parcels

If your tracking information shows that a parcel has been delivered but you cannot locate it, please first:

  1. Check around your property and any designated safe delivery areas.
  2. Ask household members whether they accepted the parcel.
  3. Check with neighbours where appropriate.
  4. Review the carrier's tracking information carefully.
  5. Check for a delivery photograph, safe-place notification, or delivery note where available.
  6. Contact the delivery carrier if additional delivery information is available directly from them.

If you are still unable to locate the parcel, please contact Browns Pet Shop and provide your order number and tracking information.

We will review the available shipment information and, where appropriate, work with the delivery carrier to investigate the matter.

Your legal rights in relation to goods that have not been properly delivered are not affected by this process.

11. Failed Delivery Attempts

A delivery may be unsuccessful where, for example:

  • The delivery address is incorrect or incomplete.
  • Required access to the delivery location is unavailable.
  • The recipient is unavailable where attendance or a signature is required.
  • The carrier cannot safely leave or deliver the parcel.
  • Delivery restrictions prevent completion of the delivery.

The carrier may make another delivery attempt, leave instructions, offer collection from a suitable location, or return the parcel to us depending on the circumstances.

If a parcel is returned to Browns Pet Shop because of incorrect customer-provided address information or another customer-related delivery issue, reasonable reshipping charges may apply if you request another delivery, where permitted by applicable law.

Any eligible refund will be handled in accordance with our Return & Refund Policy and applicable consumer law.

12. Returned-to-Sender Parcels

A parcel may be returned to Browns Pet Shop where:

  • The delivery address was incomplete or incorrect.
  • Delivery attempts were unsuccessful.
  • The parcel was not collected within the carrier's required timeframe.
  • The carrier was unable to complete delivery for another valid reason.

If an order is returned to us, please contact our customer service team.

Depending on the circumstances, we may arrange:

  • Reshipment, where available; or
  • An eligible refund in accordance with our Return & Refund Policy.

Additional delivery charges may apply to customer-requested reshipment where legally permitted and appropriate.

13. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We may be able to modify or cancel an order before it enters processing or dispatch.

Once fulfilment has begun or the order has been dispatched, we may no longer be able to make changes or stop the shipment.

For qualifying online purchases, statutory cancellation rights may apply separately from our ability to stop an order before dispatch.

Please refer to our Return & Refund Policy for more information about cancellations, returns, and refunds.

14. Delivery to Our Physical Store

Our physical business location is:

Browns Pet Shop
249 High Street
Arbroath DD11 1ED
United Kingdom

The presence of a physical store address does not automatically mean that online orders are available for in-store collection.

Please do not travel to the store to collect an online order unless collection has been specifically offered or confirmed for that order.

If local collection or another pickup option is available, the applicable information and instructions will be provided separately.

15. Risk and Delivery

We will arrange delivery of your order to the delivery address provided during checkout.

Responsibility for delivery will be handled in accordance with applicable UK consumer law.

Nothing in this Shipping Policy is intended to transfer responsibility to the customer earlier than permitted by law or to limit any statutory rights relating to lost, damaged, delayed, or undelivered goods.

16. Contact Us

If you have questions about shipping, delivery, tracking, or an existing order, please contact us:

Business Name: Browns Pet Shop
Email: support@brownspetshop.com
Telephone: +44 1241 873280
Physical Store: 249 High Street, Arbroath DD11 1ED, United Kingdom

Customer Service Hours:
Monday to Friday, 9:00 AM – 5:00 PM

Important Shipping Information

  • Delivery Area: United Kingdom only
  • Order Cut-Off: 5:00 PM UK time
  • Processing Time: 0–1 business day
  • Standard Transit Time: 2–4 business days after dispatch
  • Estimated Total Delivery Time: 2–5 business days
  • Orders of £200.00 or more: Free Standard Delivery
  • Orders below £200.00: £6.99 Standard Delivery
  • Delivery charges are displayed during checkout before payment is submitted.
  • Business days are Monday to Friday, excluding applicable UK public holidays.
  • Please verify your delivery address before placing an order.
  • Tracking information will be provided where available.
  • Delivery times may be affected by public holidays, seasonal demand, severe weather, carrier disruption, or other circumstances outside our reasonable control.
  • Estimated delivery timeframes are not guaranteed delivery dates.
  • Any applicable cancellation, refund, or consumer rights provided by UK law remain unaffected.
  • Nothing in this Shipping Policy limits or excludes any statutory rights available to consumers under applicable UK law.