Shipping policy
At JML Pets, we aim to provide a clear, reliable, and straightforward delivery service for every customer. This Shipping & Delivery Policy explains how we process orders, the delivery options available, estimated timeframes, and important information about shipping.
Shipping Location
Orders are processed and dispatched from within the United Kingdom.
We currently deliver to customers within the United Kingdom, unless otherwise stated on our website or during checkout.
Order Processing and Handling Time
Orders are usually processed within 1 to 3 business days after payment has been successfully confirmed.
Business days are Monday to Friday and do not include weekends or UK public holidays.
Orders placed on weekends or public holidays will begin processing on the next working day.
Order processing may include payment verification, order review, picking, packing, and preparation for dispatch.
Delivery Options
We offer the following delivery options:
Economy Shipping
Estimated delivery time: 5 to 8 business days
Cost: Free
Standard Shipping
Estimated delivery time: 3 to 4 business days
Cost: £15 GBP
Delivery Timeframes
Delivery estimates begin from the date your order is dispatched, not from the date the order is placed.
All delivery timeframes are estimates only. While we work hard to ensure orders arrive within the expected delivery window, exact delivery dates cannot be guaranteed.
Delivery may occasionally be delayed due to factors outside our control, including courier delays, weather conditions, high order volumes, public holidays, seasonal demand, or other unexpected disruptions.
Shipping Confirmation and Tracking
Once your order has been dispatched, you may receive a shipping confirmation email.
Where tracking is available, tracking details will be provided so you can follow the progress of your delivery.
Please note that tracking updates may take some time to appear after dispatch.
Incorrect or Incomplete Delivery Address
Customers are responsible for ensuring that all delivery information provided at checkout is accurate and complete.
This includes the recipient’s name, full address, postcode, contact number, and any relevant delivery instructions.
If an order is delayed, returned, lost, or delivered incorrectly because of inaccurate or incomplete address details, we may be unable to offer a replacement or refund.
If you notice an error in your shipping address after placing an order, please contact us as soon as possible. We will do our best to help, but we cannot guarantee changes once the order has been processed or dispatched.
Delivery Issues
If your order has not arrived within the estimated delivery timeframe, appears to be delayed, or arrives damaged or incomplete, please contact us as soon as possible.
When contacting us, please include your order number and any relevant details so we can investigate and assist you more efficiently.
Lost or Delayed Shipments
If a parcel is significantly delayed or believed to be lost, we will contact the courier or delivery provider to investigate the issue.
Resolution times may vary depending on the courier’s investigation process.
Where appropriate, we may offer a replacement, refund, or another suitable solution after the investigation has been completed.
Damaged or Incomplete Deliveries
If your order arrives damaged or incomplete, please contact us as soon as possible after delivery.
Please include your order number and clear photos of the packaging and the damaged or missing item, where applicable. This helps us review the issue and resolve it quickly.
Public Holidays and Peak Periods
During UK public holidays, seasonal sales, promotional periods, or busy delivery times, order processing and delivery may take longer than usual.
We recommend placing orders early during busy periods to avoid possible delays.
Changes to This Policy
We may update this Shipping & Delivery Policy from time to time to reflect changes in our delivery services, courier arrangements, or business operations.
Any updates will be posted on this page and will apply from the date they are published.
Opening Hours
Our customer support opening hours are:
Monday to Wednesday: 10:00 AM – 04:00 PM
Thursday to Saturday: 10:00 AM – 05:00 PM
Sunday: 10:00 AM – 04:00 PM
Contact Information
If you have any questions about shipping, delivery, tracking, or a delayed order, please contact us:
JML Pets
Unit 12 Dodds Ln
Gwersyllt, centre LL11 4NT
United Kingdom
Phone: +44 74 4992 4582
Email: contact@JMLPets.co.uk
Website: JMLPets.co.uk