Deliveries

Where do we deliver?

We deliver across the UK from our headquarters in Staffordshire.
We deliver across the European Union from our fulfilment centre in Rotterdam. Please note we are unable to deliver to Mount Athos, the Canary Islands, Faroe Islands, the Åland Islands, Greenland, Campione d'Italia, the Italian waters of Lake Lugano, the Island of Heligoland, the territory of Büsingen, Ceuta, Melilla, Livigno, the Dutch Antilles, San Marino, Gibraltar, Andorra, Vatican City and the French territories of Guadeloupe, French Guiana, Martinique, Réunion, Saint Barthélemy, Saint Martin and Mayotte.
We deliver to the remaining European territories including Norway, Iceland, Switzerland and Liechtenstein from our headquarters in Staffordshire. Please note that taxes and duties will be payable on arrival in your destination country.
For delivery anywhere else in the world, contact us at [email protected] for an international shipping quote. Taxes and duties will be payable on arrival in your destination country.

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

How long does delivery take?

UK Mainland: Standard orders are dispatched within seven business days, subject to stock availability and quality checks. Palletised goods may take longer to pack and dispatch. Priority delivery is available for £20 when warehouse capacity allows.
European Union: Standard orders are dispatched within seven business days from our Rotterdam fulfilment centre, subject to stock availability and quality checks. Palletised goods may take longer to pack and dispatch. Transit times from Rotterdam vary from 1 to 21 business days depending on your country and the size of your order. Because our packages are typically large and bulky, we do not recommend selecting a pickup point for collection.

If you need delivery by a specific date, please call us and we will do our best to accommodate your requirements. While we make every effort to deliver within the times stated, we are not liable for delays caused by the carrier or by circumstances outside our control.

How much does delivery cost?

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

Palletised deliveries

For larger items (such as gates) or heavier orders (such as multiple enclosure kits), our warehouse team may palletise your delivery to ensure safe transit. A suitable delivery vehicle must be able to access your 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)

Pallet deliveries are made to the kerbside only, as pallet jacks cannot operate on grass, gravel, unfinished surfaces or sloping driveways. Please ensure you have sufficient help available to move items from the kerbside to a safe location.

Inspecting your delivery

Please inspect your order as soon as it arrives. Any visible damage, shortages or incorrect items must be reported to us within 7 days of delivery by emailing [email protected]. Please retain all original packaging and take photographs of both the packaging and any affected items to help us investigate. If you are receiving a palletised delivery, please inspect the goods before signing where possible.

Failure to notify us within this period may affect our ability to investigate with the carrier and may limit the remedies available to you. This does not affect your statutory rights.

Returns

What is our returns policy?

Our 30-day Goodwill Return Policy allows you to return items in their original condition within 30 days of receiving them if you are not satisfied. Please note that individual components supplied as part of a kit cannot be returned separately — the complete kit must be returned. For full details of your rights and the conditions that apply, please refer to our Terms and Conditions.

To exercise your statutory right to cancel, you can also use our cancellation form.

How to return items

Step 1: Let us know

Email us at [email protected] with your name and order reference before sending your return, so we know to expect it. You can also use our cancellation and returns form.

Step 2: Pack securely

Items must be unused, unfitted and returned in their original condition. Pack them securely to avoid damage in transit. Individual components from a kit cannot be returned separately.

Step 3: Include your details

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.

Step 4: Send to the correct address

UK customers: Lola House, Turner Crescent, Newcastle under Lyme, Staffordshire, ST5 7JZ.
EU customers: Outbound CL, GEODIS CL, Netherlands B.V., GEODIS, Seattleweg 5, 3195 ND – Rotterdam, The Netherlands.

We recommend using a tracked and insured delivery service, as ProtectaPet cannot be held responsible for items lost or damaged in transit.

Refunds

We aim to process your return and issue your refund within 14 days of receiving the goods back. Refunds will be issued via your original payment method. If you have not received your refund after this period, please send us your proof of delivery to [email protected].