Shipping policy

At Everything Cat & Dog, many of our items are made to order or personalised, and production times vary depending on the product and materials required. Please read this policy carefully before placing your order.

Order Processing Times

Custom & Personalised Items

  • Custom and personalised items are made to order and may take up to 14 days to be produced before dispatch.

  • Production times may vary depending on:

    • The type of product ordered

    • Availability of materials

    • Complexity of personalisation

If you require an item urgently, please contact us before placing your order. We will confirm whether your requested timeframe is possible before you purchase.

Orders placed without prior contact will follow the standard processing times.

Non-Personalised Items

  • Non-personalised items are typically dispatched within 1–3 working days.

  • During busy periods, promotions, or holidays, dispatch times may be longer.

Processing time is separate from delivery time.

Delivery Methods & Times

We ship orders within the UK using trusted courier and postal services.

Estimated delivery times after dispatch:

  • Standard UK delivery: 2–5 working days

  • Tracked services: delivery times vary depending on the courier selected at checkout

Delivery times are estimates only and cannot be guaranteed.

Shipping Costs

  • Shipping costs are calculated at checkout based on the delivery method selected.

  • Any applicable shipping charges will be clearly shown before payment is completed.

Dispatch Confirmation & Tracking

  • Once your order has been dispatched, you will receive a dispatch confirmation email.

  • Tracking details will be provided where available.

Delays & Courier Issues

  • We are not responsible for delays caused by courier or postal services once an order has been dispatched.

  • This includes delays due to weather, strikes, customs checks, or high-volume periods.

Incorrect or Incomplete Addresses

  • Please ensure your delivery address is correct at checkout.

  • We are not responsible for delays, losses, or returns caused by incorrect or incomplete address details provided by the customer.

  • Additional delivery charges may apply for re-delivery.

Lost or Missing Parcels

If your order is marked as delivered but cannot be located:

  • Please contact the courier using the tracking information provided.

  • If the parcel is confirmed as lost, we will assist with a claim where applicable.

Refunds or replacements cannot be issued until the courier investigation is complete.

Damaged Items in Transit

If your order arrives damaged:

  • Contact us within 48 hours of delivery

  • Provide clear photos of the item and packaging

We will assess the issue and offer a replacement or refund where appropriate.

Custom & Personalised Items – Important

  • Delivery delays do not qualify personalised or custom items for a refund.

  • Refunds or replacements for personalised items are only available if the item is faulty or damaged.

International Shipping

International shipping is available by arrangement only.

If you wish to place an international order:

  • Please contact us before ordering with your delivery location and the items you wish to purchase.

  • We will provide a shipping quote and delivery estimate prior to purchase.

Orders placed internationally without prior contact may be cancelled.

Contact Information

For shipping enquiries, including urgent or international orders, please contact:

📧 hello@everythingcatanddog.co.uk