We ship orders 5 days a week on Monday to Friday.
If you place your order before 1pm we will aim to ship your parcel on the next day, subject to stock availability and parcel volumes.
Your parcel depending on its size will be sent via Royal Mail Tracked Service on of our delivery partners with e-mail tracking.
Your delivery should arrive within 2/3 working days from the time you receive your Order Dispatched email, however there may be factors out of our control that may delay this.
Please allow extra time for remote areas.
Standard Delivery Charges
0kg - 2kg
2kg - 5kg
5kg - 10kg
10kg - 15kg
Orders over £29.99 will be Free of Charge.
Dependable Pets offer free delivery on all orders over £29.99 thought out mainland UK. Free delivery orders will be shipped via an economy service and may take up to five (5) working days to be delivered. We will notify you via email when your order has been dispatched.
All UK orders under the value of £29.99 will be charged £3.95 for delivery, up to 2kg. Please see the table for further pricing information.
Royal Mail will be our partner of choice for all parcels under 2k, and will usually take 2 - 4 working days.
myHermes, Parcel Force, UKmail or other trusted courier partners will delivery all parcels over 2kg.
We will ensure that you are made fully aware of which delivery partner we have used to ship your order.
European countries please contact us for further information on this service.
Please note that the gross weight of a product also includes the weight of packaging required to send the order to you.
How to cancel your order, or return or exchange a product
If already received, package the item up and send it back to us within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage).
Please note that you will have to bear the direct cost of returning the product.
Once received and we review the product and process the refund directly to your payment card, in no more than:
a. 14 days after the day the product is received by the seller; or b. if earlier, 14 days after the date you provide evidence that you have returned the product to the seller; or c. if there were no goods supplied, 14 days after the day on which you informed the seller or us (via Step 1 above) about your decision to cancel your order.
Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to us and agreed that doing so won't affect any refund you may be entitled to.
Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).
How do I return an item?
Return via Royal Mail at the Post Office.
For small and mid-sized items you can also use Royal Mail. We would always recommend that you track the delivery as it’s difficult to help or assist if the item doesn’t make it back to us. Simply take the item to your local post office to arrange the return to the address above.
Return via courier collection.
For larger items (for example big dog beds) we can arrange to have an item collected by our couriers for £9.99. Just give us a call on 0845 257 7387 if you would like us to arrange this.
Where do I send it?
Returns Department, Dependable Pets Pinwall Lane, Atherstone, Warwickshire CV9 3PF
What you can’t send back
Unfortunately, some items are non-cancelable and non-refundable:
Anything that’s made to your specific is personalised or otherwise can't be resold due to a bespoke element
Perishable products (like food)
Creative pieces that are specially commissioned when you place an order.
Personal items sold with a hygiene seal where the seal is broken.
For most products, you have 14 days to notify us if you want to cancel the order or exchange the item.
The cancellation period will expire 14 days from the day on which you receive the goods you have ordered. This applies to cancelable goods (there’s a guide below to help you see what’s cancelable and what isn’t).
Extended Christmas Returns
All cancellable goods purchased between 1 November and 22 December (inclusive) can be returned in their original condition at any time before 19 January. For all items purchased on 23 December or after, our 28-day returns policy applies.
If you would like to return or exchange an item
Simply return the item within 14 days unused in its original condition with all packaging intact along with this slip. When we receive it back we will arrange either an exchange or refund (please note that we do not refund the postage charge for returning an item, but we do send exchanges to you free of charge).
Please note that we are unable to accept returns on any dog treat or dog food products.