Shipping policy
Dispatch
The following items are dispatched within 24 hours of your order on an overnight service:
- Dog-G8 flexible door barrier
- DogRobes
- Dog Shoes
- Medical Protection Covers
- Non-slip floor mats
- Threshold Ramps
- Helping Hands Sling
- Cold Compression Bandages
Dispatch of beds
All beds are made to order. We aim to dispatch a standard size and style of bed within 14 days from receipt of your order and usually earlier. We do not hold a stock of beds.
The dispatch of Made-to-Measure beds may take up to four weeks. The exception is beds that require a template which may take up to six weeks to make and deliver, regardless what fabric type is selected. We hope to deliver in less time, but we don't like to make promises that we may not be able to keep. We will keep you informed of the expected delivery date, as the bed is made.
Packaging
We try to keep our packaging to a minimum. We reuse any packaging materials we receive goods in, where it is in good condition. Beds are wrapped in heavy duty polythene or cardboard boxes to protect them from damage during shipping and from rain in the event that they are left outside by your instruction. We generally do not use boxes to ship beds due to the very large variation in the sizes of our products – it would require an unmanageable number of box sizes. The availability of low carbon packaging is constantly under review.
Our boxes are supplied by a UK company and are manufactured using a minimum of 90% recycled material. We don't achieve 100% because the outer layer of the box is made using virgin fibre as it is stronger. Using recycled fibre for the out would require more fibre so it is a trade off between new fibre and more fibre. The boxes are 100% recyclable. We may use a plastic bag inside the box in case the box is left where the contents may get wet while it is in transit. We want all our products to arrive with you in good condition. Please reuse the packing materials where possible and recycle it, if this is permitted by your local waste management service.
The courier companies charge us on the basis of the volume of the consignment. We will fold or otherwise make parcels as small as possible, where this will not compromise the product in any way, in order to minimise the shipping charge to you. There may be some creasing of covers due to folding. This will quickly dissipate and can be accelerated by massaging the cover over the bed or other piece of equipment. We recommend that parcels are unpacked as soon as they are delivered.
Please check packaging for damage before unwrapping and take a photo of anything you think might have resulted in damage to the product while in transit. Then also take a photo of the damage to the product and email both to us. Without evidence, we cannot claim against the courier company for any damage caused in transit.
Delivery charges
We have to pass on some of the cost of packaging and delivery to our customers, but we also absorb some of the cost too. There is no such thing as free shipping. It is either hidden in the cost of the purchase or declared, which we choose to do the latter. Due to the large variation in the size of our products, shipping charges vary. We minimise parcel size as much as is practical without compromising the product.
Shipping costs are based on the volume of the consignment and hence larger products such as extra large and giant beds, beds with bolsters or pillows and larger veterinary products will cost more. Our normal packaging and delivery charge for most of the UK range between £10 and £22. For Highlands and Islands the charge may be up to £35 and for the Isle of Wight is £28.
Delivery method
Our products are delivered by courier company - usually FEdEx in the UK and by DHL, or DPD elsewhere. They will try up to three times to deliver your bed to you. You will be given advance notice of the arrival date of your bed by email. Due to the longer lead time on the orders made through the Made-to-Measure service, where this applies, we will contact you in advance to make sure that a delivery date is convenient.
If delivery is unsuccessful after three attempts, the bed will be returned to us and you will need to pay for it to be delivered again. Beds will not be left unattended on your property unless you provide instructions to that effect, at which point any liability for loss lies with yourself.