Shipping & Returns

We hope you will be happy with your Grovehurst Pet Shop purchase; however, we will be happy to refund a product should you wish to return it.

If we deliver the incorrect product or your purchase arrives damaged or becomes faulty within 12 months of purchase, we will arrange to collect and replace or refund the item.

Please ensure you have selected your product carefully and it is as you require before purchasing including size, colour and description. All postage costs to return a product that has been incorrectly ordered are at the expense of the consumer. Products maliciously damaged will not be refunded.


Shipping

Your purchase is shipped via Royal Mail Monday to Saturday and sent same day if your order is placed before 4pm (1pm weekends & subject to stock availability). We aim to ship for next day delivery when the order has been placed 7 days a week. Your final delivery charge will be shown at the checkout. Please allow for short delays by the courier during busy times.

All delivery times are approximate and can be delayed due to circumstances outside of our control, such as poor weather conditions and seasonal surges, so please allow 48 hours from despatch for your order to arrive. Please allow extra time for deliveries to Scottish Highlands and Islands.

Royal Mail will attempt to deliver your parcel. If no one is there to accept it, they may take it to your local depot where you can either pick it up the next day or rearrange delivery. They will leave a card at the delivery address stating where the parcel has gone.

If you are not home and delivery was not possible, we reserve the right to apply further delivery charges should you require us to re-send your order. Please make sure you keep the delivery note enclosed with your goods.

We accept all major cards except American Express.


Shipping Fees and Surcharges

Royal Mail delivery

All orders are shipped via Royal Mail service: 1st Class or 2nd Class

Royal Mail do not deliver on the following dates:

  • Good Friday
  • Easter Sunday
  • Easter Monday
  • Early May Bank Holiday
  • May Bank Holiday
  • Summer Bank Holiday
  • Christmas Day
  • Boxing Day
  • New Year’s Day

Also, due to COVID-19, Royal Mail are not delivering on Saturdays for the foreseeable future.

Orders are shipped same day if your order is placed on a weekday before 4pm (subject to stock availability) and will ship using the delivery option of your choice. 

Please allow for short delays by the courier during busy times and bad weather.


Surcharges

Due to the gross weight, size and/or shape of certain products listed – such as (but not limited to) cat litter, we reserve the right to add a shipping and handling fee to your order’s total. This is in line with the additional costs occurred with DPD’s service and will be automatically calculated at checkout.

Orders qualifying for free delivery will be liable to incur such additional fees.


Deliveries to Local Areas

If you live within Sittingbourne or on the Isle of Sheppey, we can deliver your order ourselves. We aim to do this on the same day, providing you have placed your order with us by 3pm. To select this option, just pick Local Delivery at the check out. Local Delivery costs £3, or is free if your order is over £50.


Accepting your Grovehurst Pet Shop Delivery

Please always try to check your delivery upon receipt. If you are signing for goods that are damaged, please mark the delivery note as “damaged”. If you are unable to check the time at the time of delivery, please mark the delivery note as “unchecked”. Please retain the original packaging in case you need to return your purchase.


Faulty Goods

Contact us at sales@grovehurstpetshop.co.uk at your earliest convenience with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. Please include details of the problem and where you would like the parcel to be conveniently collected from. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to collect. On receipt of the returned goods, Grovehurst Pet Shop will arrange to replace or refund your product as you prefer.


Damaged on Delivery

In the unlikely event your product is received damaged, please contact us by email: sales@grovehurstpetshop.co.uk immediately with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. Please include details of the problem and where you would like the parcel to be conveniently collected from. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to collect. On receipt of the returned goods, Grovehurst Pet Shop will arrange to replace or refund your product as you prefer.


Shortages

It is your responsibility to sign for the correct number of parcels as shown on the carrier’s consignment note. Any shortages must be noted on the consignment note and notified to us by the purchaser within 3 days of delivery by emailing: sales@grovehurstpetshop.co.uk


Incorrect Goods

It is your responsibility to notify us of any incorrect goods supplied within 14 days of delivery by emailing us: sales@grovehurstpetshop.co.uk


Cancellation

If you wish to cancel your order and your item has already been dispatched, please ensure that you return your purchase to us in its original packaging within 14 days of receipt in  order to obtain a refund excluding postage costs. All shipping costs to return a cancelled order are at the cost of the consumer.

If you can't find what you are looking for but know we stock it in the shop, please let us know via out CONTACT US page and we will get it on the site ASAP for you to order now and in the future.
Cards accepted through Strike
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