Shipping & Returns

Shipping Policy

Welcome to PromoPets.co.uk! This Shipping Policy outlines important information regarding the shipment of your orders. Please read this policy carefully to understand our shipping procedures and expectations.

1. Shipping Methods

We strive to provide you with reliable and efficient shipping options to ensure your custom printed pet products reach you in excellent condition and within a reasonable timeframe. Our shipping methods may vary based on the size, weight, and destination of your order.

2. Estimated Lead Time

The lead time for your order depends on the specific product and quantity you've ordered. As each custom printed item is carefully crafted to meet your specifications, production times may vary. To provide you with accurate expectations, an estimated lead time will be provided either during the quotation process or after your order has been placed via our website.

3. Quotation Lead Time

When requesting a quotation for your custom printed pet products, we will include an estimated lead time based on the details provided. This estimate takes into account the complexity of the design, production requirements, and order volume.

4. Website Order Lead Time

For orders placed directly through our website, you will receive an estimated lead time as part of the order confirmation process. Please note that this estimate is subject to change based on production demands and any unforeseen circumstances.

5. Communication of Lead Time

Our customer support team will communicate the estimated lead time to you as soon as possible. We understand the importance of timely delivery and will keep you informed throughout the production and shipping process.

6. Shipping Costs

Shipping costs are calculated based on factors such as product weight, dimensions, destination, and shipping method chosen. You will be provided with a clear breakdown of the shipping costs during the quotation process or while placing your order on our website.

7. Tracking and Updates

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information. This will allow you to monitor the progress of your shipment and estimate its expected arrival.

8. Delivery Timeframes

Delivery times vary based on your location and the shipping method chosen. While we make every effort to ensure timely delivery, please be aware that external factors (such as customs processing, weather conditions, and holidays) may impact the final delivery date.

9. International Shipping

We offer international shipping to a wide range of destinations. Please be advised that international orders may be subject to customs duties, taxes, and fees upon arrival in your country. These charges are the responsibility of the recipient.

10. Address Accuracy

It is crucial to provide accurate shipping information to avoid delays and ensure successful delivery. PromoPets.co.uk will not be held responsible for any delays or issues caused by incorrect or incomplete shipping addresses provided by the customer.

If you have any questions or concerns regarding our Shipping Policy, estimated lead times, or any other aspect of your order, please feel free to contact our customer support team at support@promopets.co.uk. Your satisfaction is our priority, and we are here to assist you throughout the shipping process.

Please note that this policy is subject to change without prior notice. This Shipping Policy was last updated on [17/08/23].

Returns & Refunds Policy

At PromoPets.co.uk, we are committed to ensuring your satisfaction with our products. This Returns & Refunds Policy outlines the guidelines for returning items and seeking refunds for your purchases. Please read this policy carefully before placing an order.

1. Custom Printed Goods

Due to the personalised and unique nature of custom printed goods, we are unable to accept returns or offer refunds unless there is a fault with the product or printing. We take great care in producing each item to meet your specifications, and every effort is made to ensure the quality of our products.

2. Damaged or Faulty Items

In the rare event that you receive a custom printed item with a fault or damage, please contact our customer support team within 14 days of receiving the product. We may require clear photographs of the issue for our records. Once we assess the situation, we will determine the appropriate course of action, which may include a replacement or refund.

3. Process for Requesting a Return or Refund

To request a return or refund for a damaged or faulty custom printed item, please follow these steps:
- Contact our customer support team at support@promopets.co.uk within 14 days of receiving the product.
- Provide your order number, a description of the issue, and clear photographs showcasing the fault or damage.
- Our customer support team will review your request and guide you through the next steps.

4. Non-Custom Printed Products

For non-custom printed products (generic items that do not include personalised printing), we accept returns and offer refunds under the following conditions:

You must contact us within 30 days of receiving the product to initiate a return request.
The item must be in its original condition, unused, and in its original packaging.
You are responsible for the return shipping costs.

Upon receiving the returned item and verifying its condition, we will process the refund to your original payment method. Please allow a reasonable amount of time for the refund to be reflected in your account.

5. Cancellations

For custom printed goods, cancellations can only be accommodated if the order has not yet entered the production phase. Once production has commenced, cancellations are not possible.

6. Contact Us

If you have any questions or concerns about our Returns & Refunds Policy, please don't hesitate to contact our customer support team at support@promopets.co.uk. We are here to assist you and ensure your shopping experience with PromoPets.co.uk is smooth and satisfactory.

Please note that this policy is subject to change without prior notice. It is recommended to review this policy before making any purchases. This Returns & Refunds Policy was last updated on [17/08/2023].