1. Scope and seller
This policy applies to physical goods bought through petscares.net from ARDENT HOUSE LTD (company number 17544935) and shipped to destinations available at checkout. It should be read alongside our Terms of Sale, Returns & Refunds Policy and the information on the relevant product page.
2. Where we ship
We intend to sell to customers in the United Kingdom, European Union and United States, where a particular delivery destination is available. Availability is confirmed at checkout; individual items may have shipping restrictions. We do not guarantee shipping to every UK postcode, EU territory, US state or overseas dependency. We cannot deliver to destinations prohibited by applicable sanctions, export controls, carrier restrictions or product-safety laws.
3. Where orders dispatch from
Goods may be dispatched by our fulfilment partners from different warehouses depending on the product, stock location and destination. Our registered office in London is not necessarily a dispatch warehouse. An item-specific dispatch origin may be shown on a listing, in the order details or in shipping communications where relevant to transit or customs. We do not represent goods as locally stocked or locally dispatched unless this is true.
4. Processing and dispatch
After the order is accepted and payment is authorised, we arrange fulfilment. The estimated processing or dispatch period for the product is displayed before payment together with the delivery estimate for the selected shipping method and destination. Processing and carrier transit are separate stages. Business days exclude weekends and applicable public holidays in the relevant fulfilment location.
We may contact you about an inaccurate address, payment verification, unusually large order or genuine stock discrepancy. If a material delay affects your order, we will notify you and explain your choices. We will not replace an ordered item with another product without your agreement.
5. Estimated delivery times by destination
Delivery estimates vary by the item, destination and selected delivery service. The relevant estimated dispatch period and delivery window are shown on the product page or in checkout before payment. If a destination or delivery method is not offered, we cannot accept an order for it.
Unless explicitly stated as a guaranteed delivery date, delivery windows are estimates based on available carrier information. They do not displace mandatory delivery deadlines or the remedies available to consumers. For UK and EU consumer orders, goods are generally to be delivered within the agreed period or, where no period is agreed, within 30 days under applicable rules. For US orders we follow the shipment timing and delay-consent requirements imposed by the FTC.
6. Shipping fees and minimum orders
Delivery charges, any applicable free-delivery threshold and available shipping methods are shown at checkout before you confirm payment. We do not apply shipping fees after payment that were not disclosed and agreed beforehand. If a particular product or destination is not available, the order cannot be accepted for that delivery address.
7. Taxes, duties and import handling
The checkout displays the product price, applicable taxes collected by us, delivery charges and the amount payable to us. Depending on origin, destination and shipment value, an international parcel can also attract import VAT, customs duties or carrier handling fees. If import charges are not included in the price and will be payable by the customer on arrival, this must be clearly identified before payment for the affected destination. Where duties and taxes are included, we will identify that arrangement before purchase. Please review the import-cost statement attached to your selected delivery option.
Customers must not discover material foreseeable import charges for the first time after purchase if applicable law requires pre-contract disclosure. If a destination is not supported by a clear tax and customs arrangement, we may restrict checkout until a compliant arrangement is in place.
8. Shipping confirmation and tracking
Where tracking is available, we send a dispatch notice to the email address supplied at checkout, including the carrier and tracking reference. A tracking status of ‘label created’ is not necessarily evidence that the carrier has physically collected the parcel. We provide accurate status information to the extent available from our logistics partners.
If goods are split into separate parcels, we will explain which items are in each parcel and share available tracking for each. We will not charge additional postage for an unrequested split shipment.
9. Address accuracy and delivery attempts
Please review your name, street address, apartment number, postcode or ZIP code, region and contact information before confirming payment. If you notice an error, contact us immediately; corrections may not be possible after dispatch. We will follow applicable consumer law before charging for any re-delivery resulting from an inaccurate address supplied by the customer. If we or our courier are responsible for an error, the customer will not be required to bear that cost.
10. Delays and unavailability
If we cannot meet the promised dispatch date or (where no date was represented in a US sale) the time allowed under the FTC Mail, Internet, or Telephone Order Merchandise Rule, we will follow the applicable notice, consent and refund requirements. US customers are not automatically required to accept an indefinite delay. UK and EU customers retain their legal rights relating to delivery within the agreed time or, where applicable, within 30 days unless another period has been agreed.
In the event of a substantial unanticipated delay, please contact us at info@petscares.net. We will investigate and explain whether dispatch, cancellation, replacement or a refund is available or required.
11. Lost, stolen, missing or damaged parcels
If the tracking says ‘delivered’ but you have not received the parcel, contact us promptly. We will investigate the delivery evidence, the address and the carrier’s records. A ‘delivered’ scan does not automatically remove the customer’s statutory rights. Risk of loss for consumer sales passes according to the applicable law, not merely because a tracking system changes status. If the parcel is damaged, retain the external packaging and contact us with the order number and any available photos.
12. Partial shipments and out-of-stock goods
We will not charge for an item that we cannot supply and cannot lawfully retain payment for an unfulfilled part of an order. Where an item is unavailable, we will contact you and offer lawful options, which may include waiting for a stated revised date, cancelling the affected item or receiving a refund. The outcome must reflect applicable local consumer rules.
13. Contact
For delivery questions: info@petscares.net. Please include the order number, shipping address and the product affected. Last revised: 27 October 2026.