Shipping policy
Shipping Policy
Last updated: 28 May 2026
At Gotto Pets, we aim to provide clear, reliable, and affordable delivery for our customers. This Shipping Policy explains where we ship, how long delivery usually takes, how shipping costs are handled, and what to do if there is a delivery issue.
This policy applies to orders placed through our online store.
Shipping Destination
We currently ship orders within the United Kingdom.
If shipping to your location is not available for a specific product, this may be shown at checkout or we may contact you after your order is placed.
Shipping Cost
We work to offer free standard shipping on as many products as possible.
If a shipping fee applies to your order, it will be clearly displayed at checkout before you complete your purchase.
Shipping costs may vary depending on the product, delivery location, product size, product weight, warehouse location, supplier, or shipping method.
Order Processing Time
Orders are usually processed within:
1–2 business days
Processing time means the time between when your order is placed and when the order is prepared, packed, and handed over to the shipping carrier or fulfilment partner.
Orders are processed Monday to Friday, excluding UK public holidays.
Order Cut-Off Time
Our standard order cut-off time is:
3:00 PM UK time, Monday to Friday
Orders placed after 3:00 PM may begin processing on the next business day.
Orders placed on weekends or UK public holidays will usually begin processing on the next business day.
Estimated Delivery Time
Most orders are delivered within:
3–7 business days after processing
This means the total estimated delivery time is usually:
4–9 business days from the date the order is placed
Delivery times are estimates only and may vary depending on product availability, supplier processing, warehouse location, courier delays, weather, public holidays, high order volume, or delivery address.
Shipping Carriers
Orders may be shipped through different carriers depending on the product, warehouse, supplier, and delivery location.
Carriers may include Royal Mail, Evri, Yodel, DPD, DHL, FedEx, or other trusted delivery partners.
The exact carrier may vary by order.
Tracking Information
When tracking is available, you will receive tracking details by email after your order has been dispatched.
Please allow 24–72 hours for tracking information to update after dispatch. Sometimes a tracking number is created before the carrier scans the package, so tracking may not show movement immediately.
Multiple Items in One Order
If your order contains more than one item, your products may be shipped separately.
This can happen when items are stored in different warehouses or supplied by different fulfilment partners.
If your order is shipped in multiple packages, you may receive separate tracking numbers and separate delivery dates.
Delivery Delays
We work to deliver orders within the estimated timeframe, but delays can happen.
Possible causes of delay include:
- High order volume
- Carrier delays
- Supplier or warehouse processing delays
- Product availability issues
- Weather conditions
- UK public holidays
- Incorrect or incomplete shipping information
- Delivery restrictions in certain locations
If your order is delayed, please contact us and we will check the status for you.
Incorrect or Incomplete Shipping Address
Customers are responsible for entering the correct shipping address at checkout.
Please check your shipping details carefully before placing your order.
If you entered the wrong address, contact us immediately at:
Email: contact@gottopets.uk
Phone: +44 7936 481202
We can only update the shipping address if the order has not already been processed, packed, dispatched, or handed over to the carrier.
We are not responsible for lost, delayed, or failed deliveries caused by incorrect or incomplete shipping information provided by the customer.
Lost, Missing, or Stolen Packages
If your tracking information shows that your order was delivered but you did not receive it, please first check:
- Around your delivery location
- With household members
- With neighbours
- With your local carrier or delivery office
If you still cannot locate the package, contact us at:
We will review the case and help where possible. However, we are not responsible for packages that are confirmed as delivered to the correct shipping address by the carrier.
Damaged Packages or Products
If your order arrives damaged, contact us within 7 days of delivery.
Please include:
- Your order number
- Clear photos of the damaged package
- Clear photos of the damaged product
- A short explanation of the issue
We will review the case and may offer a replacement, refund, partial refund, or another suitable solution depending on the situation.
Failed Delivery Attempts
If a delivery fails because the customer provided an incorrect address, refused the package, did not collect the package, or was unavailable for delivery, additional shipping costs may apply.
If the package is returned to sender, we will review the order and contact you with the available options.
Order Cancellations
If you want to cancel an order, please contact us as soon as possible at:
We can only cancel an order if it has not already been processed, packed, dispatched, or handed over to the shipping carrier or fulfilment partner.
Once an order has been dispatched, it cannot usually be cancelled. You may need to wait for delivery and then request a return according to our Return and Refund Policy.
Contact Us
For shipping questions, tracking support, or delivery issues, contact us at:
Email: contact@gottopets.uk
Phone: +44 7936 481202