Shipping policy

Shipping Policy

At Suffolk Chihuahuas, we currently deliver to addresses within the United Kingdom only.

This Shipping Policy explains how we process, dispatch and deliver orders placed through our website.

Delivery Areas

We currently ship to the United Kingdom only, including England, Scotland, Wales and Northern Ireland.

Delivery to some areas, including the Scottish Highlands, Scottish Islands, Isle of Man, Isle of Wight, Channel Islands and Northern Ireland, may take longer or may be subject to courier restrictions.

We do not currently offer international delivery.

Order Processing Times

Orders are usually processed within 1–3 working days after payment has been received.

Working days are Monday to Friday, excluding bank holidays.

During busy periods, supplier delays, adverse weather, courier disruption or seasonal peaks, processing and delivery may take a little longer. We will contact you if there is a significant delay with your order.

Delivery Times

Estimated delivery times will vary depending on the product, supplier and courier used.

As a general guide, most UK orders are delivered within 3–7 working days after dispatch.

Some larger items, pet beds, bulky products, food orders or items sent directly from our suppliers may take longer.

Delivery timeframes are estimates only and are not guaranteed unless this is clearly stated at checkout.

Delivery Costs

Delivery charges are calculated and shown at checkout before you complete your order.

Delivery costs may vary depending on the size, weight, value and destination of your order.

Where free delivery is offered, this will be clearly shown on the product page, basket or checkout.

Split Deliveries

Some products may be sent directly from different suppliers or warehouses.

This means your order may arrive in separate parcels and on different days. You will not be charged additional delivery fees for split deliveries unless this has been clearly stated at checkout.

Couriers

We use a range of UK delivery partners and suppliers to fulfil orders.

The courier used may vary depending on the item ordered, delivery location and supplier. Where tracking is available, tracking details will be provided by email once your order has been dispatched.

Incorrect Delivery Details

Please ensure your delivery address, postcode, email address and phone number are correct when placing your order.

We cannot be held responsible for delays, failed deliveries or lost parcels caused by incorrect or incomplete delivery information provided at checkout.

If you notice an error after placing your order, please contact us as soon as possible at pippa@suffolkchihuahuas.com. We will do our best to update the details before dispatch, but this may not always be possible.

Missed Deliveries

If you miss a delivery, the courier may leave a calling card, send a delivery update, attempt redelivery, leave the parcel in a safe place or deliver it to a local collection point.

It is the customer’s responsibility to follow the courier’s instructions and collect or rearrange delivery where required.

If a parcel is returned to us or our supplier because delivery was missed, refused or not collected, additional delivery charges may apply to resend the order.

Safe Place Deliveries

If you request for a parcel to be left in a safe place, with a neighbour or in a nominated location, this is done at your own risk.

Suffolk Chihuahuas cannot be held responsible for parcels that are lost, stolen, damaged or affected by weather after being delivered to a safe place requested by the customer.

Pet Food and Consumable Products

Please check all pet food, treats and consumable products as soon as they arrive.

Do not use any product if the packaging appears damaged, opened, contaminated or unsafe. Please contact us promptly with your order number and clear photographs of the issue so we can investigate.

For hygiene and safety reasons, opened food, treats or consumable products may not be eligible for return unless they are faulty, damaged or incorrectly supplied.

Damaged, Missing or Incorrect Items

If your order arrives damaged, incomplete or incorrect, please contact us within 48 hours of delivery at pippa@suffolkchihuahuas.com.

Please include:

Your order number
Your full name
A description of the issue
Clear photographs of the item, packaging and delivery label where relevant

We will review the issue and arrange a suitable resolution where appropriate.

Delayed or Lost Parcels

If your order has not arrived within the expected delivery timeframe, please contact us and we will investigate with the relevant courier or supplier.

Please allow a reasonable amount of time for courier delays, particularly during busy periods or in areas affected by weather or local disruption.

If your parcel is confirmed as lost, we will arrange a replacement or refund where appropriate.

Delivery Within 30 Days

We aim to deliver all orders as quickly as possible.

Unless we have agreed a different delivery timeframe with you, your order will be delivered within 30 days of purchase. If we are unable to deliver within this period, we will contact you and you may have the right to cancel your order and receive a refund.

Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at pippa@suffolkchihuahuas.com.

We will do our best to cancel the order before dispatch. However, once an order has been processed or dispatched by us or one of our suppliers, cancellation may no longer be possible and you may need to follow our Returns Policy.