Shipping Policy

At Superpet, we aim to dispatch and deliver your orders quickly and efficiently. Please read the following terms to understand how our shipping process works.

Free Standard UK Shipping

We offer free standard shipping on all orders to mainland UK postcodes. However, we reserve the right to:

• Cancel any order at our discretion

• Request additional shipping fees for certain products or destinations

Restricted & Remote Postcodes

Some UK areas are classified as restricted or remote, including:

• Northern Ireland

• Scottish Highlands and Islands

• BFPO addresses

• Channel Islands

For these postcodes:

• Aerosols and other dangerous goods may be cancelled

• Orders over 15kg may be split into multiple shipments

Dispatch & Delivery Timelines

• Same-Day Dispatch: We aim to dispatch orders placed before 3pm, Monday–Friday. This is not guaranteed and depends on payment clearance and order system processing.

• Next-Day Delivery: This is not guaranteed due to potential delays with third-party couriers.

• Next Day = Next Working Day (excluding weekends and bank holidays).

Stock Availability & Substitutions

• Our stock system is live, but manual updates mean stock inaccuracies can occur.

• On rare occasions, we may substitute your item with a similar alternative if the original cannot be sourced promptly.

• Some items may be placed on back order. If so, you will receive an update via email or SMS once your parcel is ready to ship.

Brand-Specific Shipping Notes

• Trovet Products: These are imported to order and have a 5–7 working day turnaround. We recommend placing orders for Trovet on Tuesdays to benefit from faster delivery (approx. 3 working days).

• Barnabys Range: Shipped via third-party courier (usually DPD) on a free next-day service (not guaranteed).

Carriers & Weight Considerations

• Orders under 15kg: Usually shipped via Royal Mail 48 Tracked

• Orders over 15kg: Shipped via DX Next Day Secure Service

• A tracking number means your parcel has been allocated a courier — it does not mean the item has left our warehouse.

Customer Support & Working Hours

• For any shipping queries, please contact us at sales@superpet.co.uk

• Customer Service Hours:
  Monday–Friday: 9am–5pm
  Saturday: 8am–2pm

For more details, please refer to our Terms of Service.