Shipping Policy
Shipping Policy
Last updated: September 4, 2026
At PetRoot, we aim to make your ordering and delivery experience as clear and reliable as possible.
This Shipping Policy explains our processing times, estimated delivery times, shipping costs, tracking and order cancellation process.
Processing & Delivery
Once your order has been placed, our fulfilment team will prepare it for shipment.
Order processing typically takes 1–3 business days.
After dispatch, delivery within the United Kingdom typically takes 4–8 business days.
This means the estimated total delivery time is generally 5–11 business days from the date your order is placed.
Please note that delivery times are estimates and may occasionally be extended due to circumstances outside our reasonable control, including:
- Peak shopping periods
- Public holidays
- Carrier delays
- Customs inspections
- Severe weather
- Other unforeseen logistical disruptions
We will always make reasonable efforts to deliver your order within the estimated timeframe.
Order Cancellation
Standard order cancellation requests may be made within 24 hours of placing your order, provided that the order has not yet been processed or fulfilled.
If you would like to cancel your order, please contact us as soon as possible at:
Please include your order number in your message.
Submitting a cancellation request within 24 hours does not guarantee that the order can still be cancelled.
If your order has already been processed, fulfilled or handed over for shipment, we are unable to stop or cancel it through our fulfilment process.
Once 24 hours have passed after placing your order, we are unable to accept standard pre-fulfilment cancellation requests.
If your order can no longer be cancelled, you may still be able to return it in accordance with our 30-Day Refund & Returns Policy and any statutory consumer rights that apply to you.
Shipping & Tracking
We currently ship within the United Kingdom.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
You can use this tracking information to follow the progress of your shipment.
Please allow some time after receiving your shipping confirmation for tracking information to become active, as carriers may require time to scan and register the parcel in their system.
Shipping Costs
We offer free shipping on all UK orders.
There are no additional standard shipping charges added at checkout.
For orders delivered to the United Kingdom, applicable import duties, customs charges and taxes are covered by PetRoot.
You should not be required to pay additional import or customs charges upon delivery.
Delivery Issues
If your tracking information shows that your parcel has been delivered but you cannot locate it, we recommend first:
- Checking around your property and any designated safe places
- Asking members of your household
- Checking with neighbours
- Reviewing any delivery photo or information provided by the carrier
If you are still unable to locate your parcel, please contact us at support@petroot.com and include your order number.
We will assist you in investigating the delivery with the relevant carrier.
Incorrect Shipping Information
Please make sure your shipping details are complete and accurate before placing your order.
If you notice an error in your delivery information, contact us at support@petroot.com as soon as possible.
We will make reasonable efforts to update your details before fulfilment begins, but changes cannot be guaranteed once an order has been processed or fulfilled.
If an order has already been shipped using the information supplied at checkout, we may be unable to redirect the parcel.
Damaged or Incorrect Deliveries
Please inspect your order after delivery.
If your parcel or product arrives damaged, defective, incomplete or different from what you ordered, contact us as soon as reasonably possible at:
Please include your order number and, where possible, photographs showing the issue.
We will review the situation and provide an appropriate solution in accordance with our Refund & Returns Policy and your applicable consumer rights.
Quality Assurance
We work with manufacturing, fulfilment and logistics partners to provide our customers with a reliable ordering and delivery experience.
Orders are prepared and handled through our fulfilment process before being dispatched to the customer.
Need Assistance?
If you have any questions about shipping, tracking or your order, our customer support team is happy to help.
Email: support@petroot.com
We aim to respond to customer enquiries within 24 hours.