Shipping policy

Last Updated: 15 August 2026

At JML Pets, we aim to make the delivery process simple, reliable, and transparent. This Shipping & Delivery Policy explains where we deliver, how long orders normally take to process, the shipping options available, and what to do if there is a problem with your delivery.

Delivery times stated in this policy are estimates unless a specific delivery date has been expressly agreed or applicable law provides otherwise.

1. Where We Deliver

JML Pets currently delivers orders within the United Kingdom, unless a different delivery destination is specifically made available during checkout.

Orders are processed and prepared for dispatch in the United Kingdom.

If your delivery address is outside an area currently supported by our website, please contact us before placing an order to find out whether delivery may be available.

2. Order Processing Time

After your payment and order have been successfully received, orders are normally prepared for dispatch within:

1 to 3 business days

For the purposes of this policy, business days are Monday to Friday, excluding applicable UK public holidays.

Orders placed during weekends or public holidays will normally begin processing on the next available business day.

Order processing may include:

  • Payment and order verification

  • Product availability checks

  • Preparing and packing your products

  • Generating shipping documentation

  • Preparing the parcel for collection or dispatch

The processing period is separate from the estimated delivery transit time.

3. Delivery Options and Charges

JML Pets currently offers the following delivery options for eligible UK orders:

Economy Shipping

Estimated Transit Time: 5–8 business days after dispatch
Shipping Cost: Free

Standard Shipping

Estimated Transit Time: 3–4 business days after dispatch
Shipping Cost: £15 GBP

Available shipping methods may depend on your delivery address, order contents, parcel size, weight, or other delivery requirements.

The applicable delivery method and charge will be displayed or communicated as part of the ordering process where appropriate.

4. Understanding Delivery Estimates

Estimated delivery times begin after your order has been dispatched, not when the order is originally placed.

For example, the total time between placing an order and receiving it may include both:

  1. Our 1–3 business day order processing period; and

  2. The estimated transit time for your selected delivery service.

Delivery estimates are provided in good faith based on normal courier operating conditions.

They are not guaranteed delivery dates unless JML Pets has expressly agreed otherwise.

5. Possible Delivery Delays

Although we make reasonable efforts to dispatch orders promptly, circumstances outside our reasonable control can occasionally affect delivery times.

Possible causes of delay may include:

  • Severe or disruptive weather

  • Courier or postal network disruption

  • Public holidays

  • Seasonal demand and peak shopping periods

  • Transport disruption

  • Operational problems affecting delivery providers

  • Incorrect or incomplete delivery information

  • Events outside our reasonable control

We will provide reasonable assistance when we become aware of a significant delivery problem.

Nothing in this section limits any rights available to you under applicable UK consumer law.

6. Dispatch Confirmation and Tracking

When your order has been dispatched, you may receive a dispatch confirmation by email or through another contact method associated with your order.

Where tracking is offered by the selected delivery service, tracking information may also be provided.

Tracking availability depends on the courier and delivery service being used.

Please allow reasonable time after receiving a dispatch notification for tracking information to become active in the courier's system.

7. Providing the Correct Delivery Address

Customers are responsible for providing complete and accurate delivery information when placing an order.

Please carefully check details including:

  • Recipient name

  • House or building number

  • Street name

  • Flat or unit number, where applicable

  • Town or city

  • Postcode

  • Any relevant delivery instructions

If you notice an error after placing your order, contact JML Pets as soon as possible.

We will make reasonable efforts to update the delivery information if the order has not yet been dispatched, but we cannot guarantee that an address can be changed once processing or dispatch has progressed.

8. Incorrect or Incomplete Addresses

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, the parcel may be returned to JML Pets by the delivery provider.

If this happens, please contact us so that we can determine the appropriate next step.

Where legally permitted, additional reasonable delivery costs may apply if you ask us to resend an order after an unsuccessful delivery caused by incorrect or incomplete information provided when ordering.

We will not use this provision to exclude any responsibility that JML Pets has under applicable UK consumer law.

9. Responsibility for Goods During Delivery

When JML Pets arranges the delivery provider, we will remain responsible for the goods during transit until they are delivered to you or to another person you have identified to receive them, subject to applicable law.

Different rules may apply where you independently arrange your own carrier and that carrier was not offered by JML Pets.

If you believe a parcel has been lost before reaching you, please contact us rather than attempting to resolve the matter solely with the courier.

10. Missed or Unsuccessful Delivery Attempts

If nobody is available to accept a delivery, the courier may:

  • Attempt delivery again

  • Leave instructions for redelivery

  • Deliver the parcel to an authorised collection location

  • Follow delivery instructions supplied for the order

  • Return the parcel to us after unsuccessful delivery attempts

The exact procedure depends on the delivery company being used.

If a parcel is returned to JML Pets following unsuccessful delivery attempts, please contact us to discuss redelivery, cancellation, or any other available options.

Additional shipping charges may apply to redelivery where legally permitted and where the unsuccessful delivery resulted from circumstances attributable to the customer.

11. Delayed Orders

If your order has not arrived within the estimated delivery period, please check any tracking information provided to you.

If the tracking information does not resolve the issue, contact JML Pets with your order details.

We can review the available delivery information and, where necessary, contact the delivery provider to investigate.

Courier investigations may take different amounts of time depending on the carrier and circumstances.

Your statutory rights are not affected by a courier investigation.

12. Lost Parcels

If an order appears to have been lost in transit, please contact us as soon as reasonably possible.

Where JML Pets arranged the courier, we will normally handle the necessary investigation with the delivery provider.

Depending on the circumstances and applicable consumer rights, an appropriate resolution may include:

  • Locating and completing delivery of the parcel

  • Sending a replacement where appropriate and available

  • Providing a refund where required or appropriate

A courier's investigation process does not remove any rights or remedies you may have under applicable UK consumer law.

13. Orders Marked as Delivered but Not Received

If tracking information shows that a parcel has been delivered but you cannot locate it, we recommend first checking:

  • Around the delivery location

  • With other members of your household

  • With reception or building management, where applicable

  • With any person you nominated to receive the parcel

  • Any delivery photograph or location information supplied by the courier

If you still cannot locate the parcel, contact JML Pets promptly so that we can review the delivery information and raise an enquiry with the courier where appropriate.

14. Damaged Deliveries

If your parcel or products arrive damaged, please contact JML Pets as soon as reasonably possible.

To help us investigate, we may ask you to provide:

  • Your order number

  • A description of the damage

  • Photographs of the damaged product

  • Photographs of the external and internal packaging

  • Any relevant courier information

Please retain the product and packaging until we have reviewed the issue, where reasonably possible.

Depending on the circumstances, we may arrange an appropriate remedy in accordance with our Returns & Refund Policy and applicable UK consumer law.

15. Incorrect or Missing Products

If your delivery contains the wrong product or an item is missing from your order, please contact us as soon as reasonably possible.

Provide your order number and details of the missing or incorrect product so that we can investigate.

Where we confirm that an error has occurred, we will take reasonable steps to correct it, which may include sending the correct or missing product or providing another appropriate remedy.

16. Public Holidays and Busy Periods

Processing and delivery may take longer during particularly busy periods, including:

  • Christmas and other seasonal periods

  • Bank and public holidays

  • Promotional events

  • Major sales periods

  • Periods of unusually high order volumes

  • Significant courier network disruption

We recommend allowing additional time when placing orders during these periods.

17. Delivery Restrictions

Certain products may be subject to additional shipping restrictions because of their size, weight, contents, storage requirements, or courier limitations.

If a product cannot be delivered using a particular shipping method or to a particular location, we may contact you to discuss the available alternatives.

If we are unable to fulfil an order because delivery is not reasonably available, we will provide an appropriate resolution, including a refund where required.

18. Delivery and Your Statutory Rights

This Shipping & Delivery Policy does not exclude, limit, or replace any rights you may have under applicable UK consumer legislation.

Where JML Pets agrees a specific delivery time or period, or where consumer law provides particular remedies for late or failed delivery, those rights will continue to apply.

Our estimated processing and delivery periods are intended to give customers a clear indication of the time an order would ordinarily take to arrive.

19. Changes to This Policy

JML Pets may revise this Shipping & Delivery Policy from time to time to reflect changes to:

  • Delivery services

  • Shipping charges

  • Business operations

  • Courier arrangements

  • Legal or regulatory requirements

The latest version will be published on JMLPets.co.uk.

Where appropriate, the Last Updated date at the top of this policy will also be revised.

Changes will not remove rights that have already arisen under applicable law or an existing contract.

20. Contact JML Pets

If you have questions about shipping, tracking, delivery delays, damaged parcels, or an order that has not arrived, please contact us:

JML Pets
Operated by: Maxence Hermange

Unit 12 Dodds Ln
Gwersyllt, centre LL11 4NT
United Kingdom

Phone: +44 74 4992 4582
Email: contact@JMLPets.co.uk
Website: JMLPets.co.uk

Opening Hours

Monday – Wednesday: 10:00 AM – 4:00 PM
Thursday – Saturday: 10:00 AM – 5:00 PM
Sunday: 10:00 AM – 4:00 PM