Last updated: 6 September 2026
Thank you for shopping with FurPals.
This Shipping & Delivery Policy explains our delivery charges, fulfilment process and what to expect after placing an order.
1. Where We Deliver
FurPals currently delivers to addresses within the United Kingdom only.
We do not currently offer international delivery.
We may introduce additional delivery locations in the future, in which case this policy will be updated accordingly.
2. Delivery Charges
Our current standard delivery charges are:
Standard UK Delivery — £3.99
FREE Standard UK Delivery — Orders of £50 or more
The applicable delivery charge will be displayed during checkout before you place your order.
If your order qualifies for free delivery, the free delivery option will be applied or made available at checkout as appropriate.
We may occasionally offer promotional delivery rates or free-delivery promotions.
3. Delivery Times
Estimated delivery times may vary depending on the product, fulfilment location, destination and delivery provider.
Where applicable, the estimated delivery timeframe will be displayed on the relevant product page, during checkout or otherwise communicated to you before your order is placed.
Delivery estimates are estimates unless we expressly agree to a guaranteed delivery date.
We will take reasonable steps to deliver your goods without undue delay and within the timeframe agreed with you.
Unless a different delivery timeframe has been agreed, goods will be delivered within the period required by applicable UK consumer law.
4. Order Processing
After placing an order, you should receive an order confirmation by email.
Orders may require processing before dispatch.
Processing can include:
- payment verification;
- order verification;
- preparing and packaging products;
- transmitting an order to the appropriate fulfilment location; and
- arranging collection by the delivery provider.
You may receive a further notification when your order has been dispatched.
5. Third-Party Fulfilment
FurPals works with third-party suppliers and fulfilment partners to stock, prepare and dispatch some of the products available through our website.
This means your order may be dispatched directly from one of our fulfilment partners rather than from FurPals itself.
Regardless of where a product is dispatched from, your purchase is from FurPals and FurPals remains your retailer and point of contact for your order.
If you experience a delivery problem, please contact FurPals rather than attempting to resolve the issue directly with our supplier.
6. Multiple Parcels and Split Shipments
If you order more than one product, your items may sometimes be stored or fulfilled at different locations.
Your order may therefore:
- arrive in multiple parcels;
- have more than one tracking number;
- be dispatched on different days; and
- have individual parcels arrive at different times.
This is normal for some FurPals orders and does not necessarily mean that part of your order is missing.
We will not charge you additional delivery fees solely because we choose to fulfil your order using multiple parcels.
If one parcel arrives before another, please check any tracking information supplied before contacting us.
7. Tracking Your Order
Where tracking is available, tracking information may be provided by email or through your FurPals account.
Tracking information may not become active immediately after dispatch. Delivery providers can require some time to scan a parcel into their network.
Where an order is dispatched in multiple parcels, separate tracking information may be provided for each parcel.
Not every delivery service necessarily provides full end-to-end tracking.
8. Delivery Addresses
Please ensure that your delivery address is complete and accurate before placing your order.
This includes, where applicable:
- recipient name;
- house or building number/name;
- street;
- town or city;
- county;
- postcode; and
- any relevant delivery information.
If you discover an error after placing your order, contact us immediately at:
We will try to correct the address where reasonably possible.
However, because orders may be transmitted to fulfilment partners shortly after being placed, we cannot guarantee that an address can be changed once processing or dispatch has begun.
9. Incorrect or Incomplete Addresses
FurPals cannot guarantee successful delivery where an incorrect or incomplete address has been supplied by the customer.
If an order is returned because of incorrect or incomplete address information supplied by you, please contact us.
Depending on the circumstances, we may offer redelivery and may ask you to pay reasonable additional delivery costs where permitted.
We will not charge additional delivery costs where the delivery failure resulted from an error for which FurPals, our fulfilment partner or our chosen delivery provider is responsible.
10. Delivery Delays
Occasionally, deliveries may take longer than expected.
Possible causes can include:
- severe weather;
- unusually high parcel volumes;
- carrier network disruption;
- transport disruption;
- fulfilment delays;
- public holidays;
- exceptional demand; or
- other circumstances affecting the delivery network.
Where we become aware of a significant problem affecting your order, we will take reasonable steps to resolve it.
Delivery delays do not remove any statutory rights you may have.
11. Delivery Within the Required Period
Unless a different delivery period has been agreed with you, we will deliver your order without undue delay and within the period required by applicable UK consumer law.
Where no different period has been agreed, this will generally be no later than 30 days after the contract is entered into.
If we cannot deliver within an agreed or legally required timeframe, you may have rights to require delivery within an additional appropriate period or, in certain circumstances, cancel the contract and receive a refund.
Where delivery by a particular date was essential and this was agreed with us or otherwise legally recognised as essential, additional rights may apply.
Nothing in this policy limits those rights.
12. Lost Parcels
If your order has not arrived and you believe it may be lost, please contact:
Please provide your order number and any relevant delivery information.
We will investigate the matter with the appropriate delivery provider and/or fulfilment partner.
Where FurPals arranged the delivery service, you will not be expected to resolve a lost-parcel claim directly with our supplier or courier.
If the goods cannot be located or delivered, we will provide an appropriate remedy in accordance with your legal rights.
13. Damaged Parcels
If your order arrives damaged, please contact us as soon as reasonably possible.
Where helpful, please provide:
- your order number;
- photographs of the parcel;
- photographs of the damaged product; and
- a description of the damage.
Please retain the product and packaging while we investigate where reasonably possible.
We may use this information to raise a claim with our supplier or delivery provider, but this does not affect your rights against FurPals.
Please see our Refund & Returns Policy for further information.
14. Items Showing as Delivered but Not Received
If tracking shows your parcel as delivered but you cannot locate it, please first check:
- around the delivery location;
- any designated safe place;
- with other members of your household; and
- with a neighbour where appropriate.
If you still cannot locate the parcel, contact:
We will investigate the delivery with the relevant delivery provider.
A tracking status alone does not automatically remove any rights you may have where goods have not actually been delivered to you or another appropriate recipient.
15. Delivery to a Safe Place or Another Person
Depending on the delivery service and instructions provided, a parcel may sometimes be delivered to an authorised safe place or another person authorised to receive it.
Please take care when selecting or providing delivery preferences.
Your statutory rights concerning delivery and the passing of risk remain unaffected.
16. Risk During Delivery
Where FurPals arranges delivery, products generally remain at our risk until they come into the physical possession of you or a person you have identified to receive them on your behalf, subject to applicable law.
This means that if a delivery provider selected or arranged by FurPals loses or damages the goods before they are delivered to you, you should contact FurPals.
We will deal with the relevant delivery provider or fulfilment partner.
17. Failed Delivery Attempts
If a delivery provider attempts delivery but nobody is available, they may:
- attempt delivery again;
- leave the parcel in an authorised safe place;
- deliver it to an appropriate collection point; or
- provide instructions for arranging redelivery or collection.
The options available depend on the delivery provider.
Please follow any instructions supplied by the carrier.
If a parcel is eventually returned to the sender after unsuccessful delivery attempts, please contact FurPals so we can discuss the available options.
18. Unclaimed Parcels
If a parcel is taken to a collection point, please collect it within the timeframe specified by the delivery provider.
If the parcel is not collected and is returned, contact FurPals.
Where appropriate, reasonable redelivery costs may apply if you request the parcel to be sent again and the original failure was not caused by FurPals or its delivery arrangements.
Your statutory rights remain unaffected.
19. Product Availability
Products displayed on FurPals are subject to availability.
Because some stock is held by third-party fulfilment partners, stock levels can occasionally change before our website is updated.
If a product becomes unavailable after you place an order, we will contact you where necessary.
We may offer you an alternative where appropriate, but you will not be required to accept a substitute product.
If we cannot fulfil an item you have paid for, we will provide the appropriate refund.
20. Pre-Orders and Backorders
If FurPals offers products for pre-order or backorder in the future, the expected dispatch or delivery information will be provided before purchase where appropriate.
Pre-order and backorder products may have different delivery timeframes from products currently in stock.
21. Free Delivery
Orders with a qualifying value of £50 or more are currently eligible for free standard UK delivery.
The qualifying value is calculated using the amount payable for qualifying products after applicable discounts and before any separate non-product charges, unless a promotion states otherwise.
If a return subsequently affects a promotional entitlement, any adjustment will only be made where this was clearly disclosed, lawful and fair.
22. UK Delivery Only
FurPals currently sells and delivers products within the United Kingdom only.
Orders containing a delivery address outside the areas we currently serve may not be accepted.
We reserve the right to expand our delivery locations in the future.
23. Changes to This Policy
We may update this Shipping & Delivery Policy from time to time to reflect changes to our delivery services, fulfilment arrangements, pricing or legal requirements.
Changes will not retrospectively remove contractual or statutory rights relating to orders already placed.
The latest version of this policy will be published on our website.
24. Contact Us
If you have a question about delivery or an existing order, please contact:
FurPals
Chancery Rise
Nuneaton
Warwickshire
CV10 0UY
United Kingdom
Email: contact@furpals.co.uk
Website: furpals.co.uk
When contacting us about an existing order, please include your order number where possible so that we can assist you more quickly.
