Shipping & Returns

Shipping & Returns

We will make every effort to deliver your order to you within the specified times. We usually deliver within 5 working days, subject to availability. Please note that at Christmas time and other peak periods, delivery may take longer. We cannot be held responsible for any inconvenience arising from failure to provide the advertised service because of factors which could reasonably be considered to be outside of our control.
Delivery shall be made at the address specified by you at the time of ordering.
Delivery can be made to anywhere on the Mainland UK unless otherwise specified.
We have a standard delivery charge of £3.50 per order unless otherwise specified. Some items may require a signature upon receipt as proof of delivery so please bear this in mind when placing your order.
Some of the products we sell are for customer collection or local delivery only. This is stated alongside these relevant products with our ‘collection or local delivery only’ icon. If you are interested in ordering any of these products please contact our head office on telephone number:01373 462068 and a member of our staff will be happy to advise you.
‘Local delivery’ is specified by the following postcodes: BA1, BA2, BA3, BA11, BA12, BA13, BA14, BA15, SN10, SN12, SN13, SN14.

Please telephone us on 01373 462068 if you require clarification on this or any other of our terms & conditions, policies or procedures.

You have a right to cancel your order for any item purchased on our website prior to its despatch.
To cancel your order please contact us via email at before we have despatched your goods to you. If we have already shipped any of the items on your order then the delivery costs will be charged to you.
You may cancel your order within 14 working days of delivery by emailing us or alternatively, you may write to us at our head office address: Not Just Pets, 1 Market Place, Frome, BA11 1AG. Please confirm your contact name, address, email address and contact telephone/mobile number, order reference number, and date that you placed your order within your cancellation correspondence.

Goods must be returned unused, as new, in saleable condition and with the original packaging. We cannot accept goods which do not meet these requirements.
Upon receipt of the goods, any refunds will be reimbursed within 14 days. The cost of returning any items will be covered by you.

Faulty Items
If a product is faulty and/or damaged upon delivery and/or the wrong item is delivered you must contact us within 48 hours of receipt of the goods and we will offer an exchange or refund as appropriate.
Returning Products
We must be notified prior to you returning any items by emailing us at and we will issue you with a returns reference number. In the event of you returning an item to us please ensure that the item(s) is/are suitably packaged with original packaging where possible and please enclose your contact details along with the issued return reference number, reason for return and whether you require a refund or replacement. Please send the returning item(s) to our head office address at Not Just Pets, 1 Market Place, Frome, BA11 1AG. We recommend that you obtain proof of posting for your records.
Please note that a refund of the returned item(s) and delivery/return delivery charges will only be given if the item(s) is/are faulty, damaged or the wrong item(s) is/are delivered.
This does not affect your statutory rights as a customer.