Deliveries

Where do you deliver?

We deliver across the UK from our headquarters in Staffordshire.
We deliver across the European Union from our fulfilment centre in Rotterdam. We are unable to deliver to Mount Athos, the Canary Islands, Faroe Islands, the Aland Islands, Greenland, Campione d'Italia, the Italian waters of Lake Lugano, the Island of Helgioland, the territory of Busingen, Ceuta, Melilla, Livigno, Antilles, San-Marino. Gibraltar, Andorra, Vatican City and the French territories of Guadeloupe, French Guiana, Martinque, Reunion, Saint Barthelemy, Saint Martin and Mayotte.
We deliver to the remaining territories in Europe including Norway, Iceland, Switzerland and Liechtenstein from our headquarters in Staffordshire. Taxes and duties will be payable on arrival in your destination country.
If you'd like delivery anywhere else in the Rest of the World, contact [email protected] directly for international shipping quotes. Taxes and duties will be payable on arrival in your destination country.

If shipping is cost prohibitive, we reserve the right to cancel an order and refund any monies paid. We will contact you to discuss shipping options in these circumstances.

How long does my delivery take?

UK Mainland: Standard deliveries are dispatched within seven business days. Palletised goods may take longer to pack and deliver. You may upgrade to priority delivery for £20 when the warehouse has capacity.
European Union: Standard deliveries are dispatched within seven business days. Palletised goods may take longer to pack and deliver. Time in transit from Rotterdam can vary from 1 to 21 business days according to the country and size of the order. Because our packages are typically large and bulky, we don’t recommend choosing a ‘Pickup’ point for collection.

ProtectaPet orders are made to suit your individual requirements. If you require delivery for a specified date, please ring our office and we will endeavour to meet your requirements. All deliveries are subject to stock availability and quality checks. Whist we will make every effort to deliver within the time stated on our website, we will not be liable for any loss caused to you by late delivery or for late deliveries as a result of carrier actions which are beyond our control.

How much does my delivery cost?

UK Mainland: Free delivery for orders over £100. A shipping charge of £8 applies to orders under £100.
European Union: Free delivery for orders over €120. A shipping charge of €10 applies to orders under €120.

Palletised deliveries

For larger items (e.g. gates) or heavier orders (e.g. multiple enclosure kits), our warehouse team may palletise your delivery to ensure safe transit. This means that a suitable delivery vehicle must be able to access your specified address.

If your order is dispatched on a pallet, the carrier will usually contact you directly to arrange a delivery date.

Before finalising your order, please consider the following:

Narrow streets or passages that might restrict vehicle access
Local traffic regulations, such as heavy vehicle restrictions
Height limitations, including bridges and barriers
Delivery timing constraints (Monday to Friday, 9am–5pm)

Please note that pallet deliveries are made to the kerbside only, as pallet jacks cannot operate on grass, gravel, unfinished surfaces, or sloping driveways. You will therefore need to make your own arrangements to move the items from the kerbside to a safe location such as your home, garage, or garden. We recommend having sufficient help available on the day of delivery.

All you need to know

Returns

What is our return policy?

Our 30-day goodwill guarantee allows you to return items in their original condition within 30 days of receiving them if you are not satisfied.

How to return items

For UK customers: Send your package to the following address:
- ProtectaPet, Lola House, Turner Crescent, Newcastle under Lyme, Staffordshire, ST5 7JZ.
- Contact details, use: [email protected] and 0800 999 4008
For EU customers: Send your package to the following address:
- Outbound CL, GEODIS CL, Netherlands B.V., GEODIS, Seattleweg 5, 3195 ND - Rotterdam, The Netherlands.
- Contact details, [email protected] and +31 (0)10 494 5745

Steps to return

Email us at [email protected] with your name and order reference so we know to expect your return.
Pack your items securely. Items must be unused, unfitted, and returned in their original condition. We cannot accept individual parts purchased as part of a kit. For full details, please refer to our Terms and Conditions.
Include your order reference and contact details inside the parcel so we can identify your return and process your refund without delay. Please do not send returns without this information, as it may delay your refund.
We recommend selecting a delivery option that includes tracking and insurance, as ProtectaPet cannot be held responsible for items lost or damaged in transit.

We aim to process your return within ten working days of receiving it. If you have not received your refund after this period, please send us your proof of delivery to [email protected]