Dispatch & Delivery
RETAIL ORDERS - Please allow up to 4 working days (Monday - Friday) for manufacture and dispatch of your order. FREE UK ONLY SHIPPING ON RETAIL ORDERS OVER £59
Trade Ordering - Trade ordering is currently open.
Possible Materials Delay - Sadly sometimes we do have a delay in obtaining some materials to make the some of the toys due to Brexit. Stock status is shown on each toy's page. As soon as normal supply resumes, these toys will become available again.
International Brexit- We have stopped the cheaper Royal Mail non tracked standard airmail service and only offer a tracked International shipping service. Please be aware, there may be delays for International deliveries and Brexit customs delays. Please see Royal Mail updates here International updates for your contry here - https://personal.help.royalmail.com/app/answers/detail/a_id/5317/~/international-incident-bulletin Please also see full International delivery information below.
DISPATCH AND DELIVERY
DISPATCH
IMPORTANT - Please ensure the Shipping and email address is correct for your order incl postcode, we print the exact shipping address you have entered and use this for the parcel label. All order updates are sent to the email address on the order. For international orders the courier will send an email for duty to be paid on arrival into your country.
To ensure that your order update emails arrive in your inbox and not stopped by your spam software, please add shop@purrsinourhearts.co.uk to your safe senders list or list of approved email addresses. Thanks.
We dispatch on weekdays only.
For in stock products- your order will be processed and dispatched normally within 4 working days (excluding weekends and bank holidays). During very busy periods November and December dispatch may take up to an extra 2 working days Please bear with us in busy times. Thanks.
If any item is out of stock then we would normally indicate this on the site. An expected date for the item to be be in stock is given, this date is an estimated time for stock to be manufactured and can be earlier or later depending on material arrival and manufacture. In the event of any item being out of stock and this not being advised on the site, then we will notify you of this on receipt of your order and offer you the option of choosing a substitute of the same value or cancelling the out of stock item/s (with refund for those items value) or waiting until stocks are available.
Orders are dispatched once all items in your order are in stock. If some items are marked out of stock, we may offer to ship in two parts for in stock items and a second dispatch once stock comes in for the remaining items, However, this may incur an extra delivery charge notified and payable before the 2nd dispatch.
DELIVERY
Shipping and packing cost is added to your order total at checkout and is calculated at one charge for all your items in your order.
UK SHIPPING - We offer Royal Mail 1st class (1 to 2 working days delivery from dispatch), 2nd Class (3 to 5 working days delivery from dispatch), Parcel post (3 to 5 working days from dispatch) and Courier delivery as an option for heavy/ large orders (up to 5 working days from dispatch).
Please Note - The Royal Mail services are not Trackable on route. If you require a fully UK trackable on route service, please contact us before you complete your order.
Royal Mail Safeplace Delivery Improvements
From the end of September 2022, if there is no recipient in to accept your parcel(s), we may choose to deliver them to a Safeplace location at the address, if our postman or postwoman deems that location to be suitable (currently we only leave parcels in a Safeplace if the recipient has asked us to directly). In that case, we will also leave a “Something For You” card explaining where the parcel(s) is located. If we are unable to find a suitable Safeplace and cannot deliver to a neighbour, we will return your parcel(s) to our local Royal Mail Customer Service Point and leave a “Something For You” card at the address.
Royal Mail has brought in the "Deliver to neighbour" scheme countrywide from January 2015. This means that if you are not in they are allowed to deliver to your neighbours and must leave a "something for you" card through your door stating which neighbour they have delivered to. If you do not want your parcels delivered to your neighbour, you can only opt out by obtaining an official sticker from the Royal Mail to display on your door. Royal mail will only except these stickers as an opt out. Senders of mail are not able to opt out for you by marking the parcel. For more information see Royal Mail website
http://www.royalmail.com/personal/receiving-mail/delivery-to-neighbour
An estimated Shipping quote for 1st class appears on the right hand side as soon as you add an item to your cart. The other shipping options cost can be seen before the order is paid for by clicking the checkout button. You may return to your cart to adjust items.
We offer FREE UK shipping on all stock order totals over £59 . The Free shipping service is an upto 5 working day delivery service after dispatch.
Please take into account any postal delays (ie strikes, adverse weather etc) which can effect Royal Mail / Courier delivery times.
Should your item not arrive within the above service delivery times from your dispatch notice, please firstly check with all your neighbours then hang on for a few working days in case it has been delayed on route, then contact us. We will send you the proof of posting so you can check with your local Royal Mail depot to see if the parcel is there. A delivery card should have been left but there are many cases where a card has not been left!
Royal Mail state on their website that items are not considered lost until 10 working days after the date of posting (excluding the date of posting). We have to wait until this time has elapsed (just in case Royal Mail deliver it) before we can instigate a claim for a lost package. If a package is lost, we send a replacement or refund at the same time as we instigate the claim process. Please contact us within 70 days from dispatch date if any parcel has not arrived, this is the maximum time we have to contact Royal Mail for lost in post claims.
INTERNATIONAL SHIPPING - We offer International customers for parcels up to 2kg in weight - Royal Mail International Tracked Airmail Service. Where a parcel weighs in excess of 2kg for large orders, an International Courier service may be used or your order shipped in multiple parcels, this may be at an extra cost.
International shipping charges are shown on the checkout shipping page. You can return to your basket before payment to cancel or amend your order if the shipping costs are not acceptable to you.
Brexit -Import duty will need to be paid on arrival in to your country. This is normally charged to you by the shipping carrier who will contact you by email before they will deliver your goods. The duty payable is dependant on your countries rate charges. The carrier will also charge an admin fee (normally about £6- £11)
If your order goods total is over £135/€150 additional Customs import duty may be due.
This may add delays to the delivery time.
This is the responsibility of the International buyer. Please check your countries import regulations as we cannot accept responsibility for any items delayed in customs processing or any unpaid Customs import duties. Any return costs or liability of goods if they are destroyed due to non payment of customs duties is the International customers responibilty.
Depending upon where you are in the world, Royal Mail parcels should be delivered within 10 working days for the EU and within 15 working days Worldwide (excluding the date of posting).
Israel - We sadly no longer ship to Israel due to the volume of parcels lost on route.
Please note - As our cat toy range do include commercial packed real feathers, hair and fur, also the cat herb filled toys and herb baggies may be inspected on arrival into International customs. This may add delays to the delivery time. Please check your countries import regulations that these items are accepted into your country. These items are shipped Internationally at your own risk, we cannot accept responsibility for any items delayed or confiscated by International Customs. Thanks.
California Fur Ban Law - Due to the new law in October 2019, it is your own responsibility if you order any hare toys to California as these maybe confiscated by customs. Our goat, sheep, deer and cow toys are still accepted.
Should your item not arrive within the above service delivery times from your dispatch notice, please check your tracking with the number supplied on your dispatch confirmation email and in your order status if you have opted for an account. Delays may be due to Customs processing in your country, sadly we are unable to control time taken for customs to process your parcel.
Royal Mail state on their website that items are not considered lost until 25 working days excluding the date of posting. We have to wait until this time has elapsed (just in case it is delivered) before we can instigate a claim for the lost package. If a package is lost, we send a replacement or refund at the same time as we instigate the claim process. Please contact us within 70 days from dispatch date if any parcel has not arrived, thins is the maximum time we have to contact Royal Mail for lost in post claims.
We retain proof of postage for all orders.
