Delivery

1. Place an order

Select the product/s that you wish to purchase by browsing our website. You can browse our site by clicking on the “Shop Now” buttons or using the search option at the top of the page. Simply select any product/s you would like to purchase and then click ‘Add to Cart’. You can easily edit or delete items from your shopping cart by clicking on the shopping cart icon in the top right menu of your screen.

Complete your purchase

Once you are happy with your selection, you can click the “Proceed to Checkout” button which will take you to the checkout page where you will be asked to provide your name, address, delivery and payment details. Please note that this is all done over a secure server connection. Once you have completed your purchase you will receive an email confirmation of your order. Please do check your Spam/Junk email folders in case you do not receive this confirmation email as it will contain information you may need should you wish to return a product.
All queries regarding your order should be directed to our Customer Support Team via email at hello@heypalpets.com

2. Delivery information

Delivery time for bundles:

Should your order be placed before 12pm on a weekday, we will dispatch your order the same day, otherwise all orders placed on a weekday will be dispatched on a next working day basis. Please note that we are unable to dispatch orders on weekends.

Deliveries times:

U.K. & Europe: 1-7 days

USA, Canada: 3-7 days

Rest of World: 3-10 days

Delivery time for accessories:

For logistical reasons, items in the same purchase may be sent in separate packages even if you’ve specified combined shipping. These items may arrive at separate times.

COVID-19 UPDATE - PLEASE ALLOW AN ADDITIONAL 10 DAYS SHIPPING (this will apply to accessories only!)

We always work hard to ensure all our customers receive their products as quickly as possible. However, it is very important to be aware of our shipping times, and how long it may take for you to receive your product.

Please allow 1-3 days handling time in addition to the delivery time below:

U.K. & Europe: 7-10 days

USA, Canada: 10-12 days

Rest of World: 3-10 days

Tracking Information

Once your order is shipped, you will immediately receive an email from us with your tracking number. For logistical reasons, items in the same purchase may be sent in separate packages even if you’ve specified combined shipping.

Carriage charges

We use a variety of carriage methods to ensure that the most efficient service is always used for your selection, including Hermes and UPS. Our carriage charges depend on a number of factors including the weight and size of the consignment. Shipping charges will vary when purchasing for delivery outside of the UK (the charge will be automatically calculated in the checkout process). We ask that, before purchasing for delivery outside of the UK, you check the relevant import and customs’ regulations in relation to nutritional supplements for pets. All supplement products delivered to UK addresses receive FREE delivery. All accessory products delivered will be chargeable.

Customs

We are NOT responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may incur custom fees and charges when they arrive in your country.

Ensuring smooth delivery

Deliveries will require a signature so please ensure someone is available to sign for the parcel upon delivery. Note: When placing an order, we request that you supply us with a daytime telephone number so that you can be contacted quickly in case of a query with your order.

3. Your contract with us

When you place an order online with this site you are making an offer to buy goods. We will then send you an email acknowledging that we have received your order. When a delivery is delayed due to stock availability or unforeseen factors we will advise you of delay within 1 working day of receiving your order. We will provide an estimate of the likely dispatch date and you may cancel your order if this is unacceptable.

If you decide to cancel your order under these circumstances we will refund to your card/payment method within 1 working day. Similarly, we will refund within 1 working day of receiving your order if we discover that we are unable to supply the item at all due to stock availability or unforeseen factors including pricing errors.

Cancellation

You have the right to cancel your order at any time up to 14 working days after the date of delivery. Should you wish to cancel your purchase, please contact us using the below details, giving a brief outline of the reasons for which you are rejecting the goods.

Write to us by email at hello@heydaypets.co.uk. Please confirm that you wish to cancel the order and include details of your purchase i.e. the date you placed your order and your order number as well as your name and contact details.

This cancellation policy does not affect your statutory rights.