Delivery FAQs

Royal Mail Services

We’re here to make your delivery experience as smooth as possible. Below are answers to common questions about our Royal Mail shipping options and what to do if your parcel is delayed.

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1. What are the differences between Tracked and Untracked Royal Mail services?

• Untracked Service:

  • This is a more economical option with no real-time tracking updates.
  • Once dispatched, parcels are delivered directly to your address but cannot be traced along the way.
  • Suitable for non-urgent or low-value items.

• Tracked Service:

  • Offers real-time updates on your parcel's journey.
  • You’ll receive a tracking number to monitor its progress.
  • Recommended for urgent or high-value orders for peace of mind.

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2. What are the average delivery times?

• Standard Untracked Delivery:
  • Estimated to arrive within 2–5 working days after dispatch, can at times stretch to 10. This is our cost saving option and should you require your order faster we would advise you choose a Tracked Option.
• Tracked Delivery:
  • Typically arrives within 1–3 working days, with a more reliable timeframe.

Please note: Delivery times may vary during busy periods like Christmas or due to unforeseen delays with Royal Mail, or bad weather such as ice, snow or flooding.

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3. My parcel hasn’t arrived – what should I do?

We’re sorry to hear your order is delayed! Follow these steps:

1. Check the Estimated Delivery Date

   • Confirm the expected delivery timeframe for your chosen service above.

2. Allow Extra Time During Busy Periods

   • Royal Mail services may experience delays due to high volumes (e.g., around Christmas or strikes).

3. Contact Us for Assistance

   • If your parcel hasn’t arrived:
     • Untracked Service: Allow 10 working days from the expected delivery date before contacting us.
     • Tracked Service: Check the tracking link provided for status updates. If it shows no progress for several days, let us know.

4. Provide Key Information

   • Include your order number and delivery address when contacting us.
   • We’ll investigate with Royal Mail and aim to resolve the issue quickly.

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4. Will I be refunded or reshipped if my parcel is lost?

Yes, if your parcel is confirmed lost:

• We’ll offer a replacement or a refund based on your preference.
• This process may take some time as we work with Royal Mail to resolve the issue.

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5. Can I upgrade to Tracked Delivery?

Absolutely! You can choose tracked delivery at checkout for added peace of mind.

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If you have further questions, don’t hesitate to reach out to us at ahoy@thepetslarder.co.uk. We’re always happy to help!

 

Parcelforce Services FAQ

We use Parcelforce for larger or time-sensitive orders, ensuring your parcel arrives quickly and securely. Here are answers to common questions about their services and what to do if your parcel is delayed.

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1. What are the Parcelforce delivery options?

• Standard Parcelforce Delivery:

  • Typically arrives within 2 working days after dispatch.
  • Ideal for larger or heavier parcels.

• Next Day Delivery:

  • Guaranteed delivery the next working day after dispatch.
  • Perfect for urgent orders that need to arrive quickly.
  • Please note that we pack orders for next day dispatch up to 2pm Monday to Friday excluding Bank Holidays. As long as your items are in stock we will dispatch your order on the same day.

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2. Are Parcelforce deliveries tracked?

Yes! All Parcelforce services include full tracking.

• You’ll receive a tracking number to monitor your parcel’s journey in real time.
• Updates include dispatch, transit, and delivery confirmation.

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3. What happens if I’m not home for delivery?

If no one is available to receive your parcel:

• Parcelforce will leave a card with instructions to reschedule delivery or collect it from your nearest depot.
• You can also manage your delivery using their online tracking system.

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4. My parcel hasn’t arrived – what should I do?

We’re here to help! If your Parcelforce delivery hasn’t arrived within the expected timeframe, follow these steps:

1. Check the Tracking Information

   • Visit the Parcelforce website and enter your tracking number to see the parcel’s status.

2. Allow Extra Time During Busy Periods

   • Parcelforce may experience delays during peak seasons or due to unexpected disruptions.

3. Contact Us for Assistance

   • If there’s no tracking update or your parcel is significantly delayed, reach out to us with:
     • Your order number
     • Your tracking number
   • We’ll liaise with Parcelforce to investigate and resolve the issue.

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5. What happens if my parcel is lost?

If your parcel is confirmed as lost, we’ll offer:

• A replacement shipped as soon as possible.
• A full refund if a replacement isn’t suitable.

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6. Can I choose Parcelforce for all orders?

Yes! At checkout, select Parcelforce delivery for peace of mind, especially for larger or time-sensitive parcels.

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If you have further questions or concerns, don’t hesitate to contact us at ahoy@thepetslarder.co.uk