Shipping Policy

Last Updated: 17/05/2026

At Wonderland Pets, we aim to provide reliable, transparent and timely delivery for every customer order across the United Kingdom. All parcels are prepared and dispatched from our UK base in Stanford‑le‑Hope, so your pet supplies always reach you from within the country — no overseas warehouses, no surprise customs charges.

1. Shipping Destinations

We currently ship exclusively within the United Kingdom, including England, Scotland, Wales and Northern Ireland.

All orders are prepared and dispatched from our UK base at 73 Southend Rd, Stanford‑le‑Hope, SS17 0PQ. We do not use overseas fulfilment warehouses, and we do not offer international shipping at this time.

2. Shipping Costs

We believe in fully transparent pricing with no hidden fees at checkout.

Standard UK Delivery: £6.99 (flat rate, applied to all orders regardless of basket size)

The exact shipping cost is also shown to you before you confirm and pay for your order.

3. Delivery Timeframes

To give you the most accurate delivery estimate, our shipping process operates on the following schedule:

Order cut‑off time: 5:00 PM (UK time), Monday to Saturday. Orders placed after the cut‑off time begin processing the next working day.
Handling time: 1 to 2 business days (Monday to Saturday). Orders are not processed on Sundays or UK public holidays.
Transit time: 3 to 5 business days via Royal Mail or DPD.
Total estimated delivery: 4 to 7 business days from the moment your order is placed.

Please note that delivery times are estimates and may be affected by factors outside our control, such as courier delays, severe weather, or peak shopping periods (e.g., Christmas, Black Friday).

4. Tracking Your Order

As soon as your order leaves our dispatch point, we will send you a dispatch confirmation email containing your carrier tracking number and a link to follow your parcel’s progress through to delivery.

If you have not received your tracking email within 2 business days of placing your order, please check your spam folder first, then contact us at support@wonderlandpets.store so we can resend it.

5. Address Accuracy & Failed Deliveries

Please double‑check your delivery address carefully before completing checkout.

We are not responsible for delays or non‑delivery caused by an incorrect or incomplete address provided by the customer. However, we will always do our best to help resolve any issue with the courier.
If a parcel is returned to us because of an incorrect address, refused delivery, or repeated failed delivery attempts, a £6.99 re‑delivery fee will apply to send it out again.
If you would prefer a refund instead of a re‑delivery in these circumstances, the refund will be issued for the price of the goods (the original outbound shipping fee will be retained to cover courier costs already incurred).

This does not affect your statutory right to cancel under our Refund & Returns Policy.

6. Order Issues (Missing or Damaged Parcels)

Missing parcels: If your order has not arrived within a reasonable time after the estimated delivery window, please contact us so we can investigate with the courier. Get in touch at support@wonderlandpets.store or call +44 1375 360036. If a parcel is confirmed as lost in transit, we will offer you a replacement or a full refund, in line with the Consumer Rights Act 2015.

Damaged or faulty deliveries: If your parcel arrives damaged, or the goods inside are faulty or incorrect, please contact us as soon as possible (ideally with photos of the packaging and the item) so we can investigate quickly with the courier and arrange a free replacement, repair or refund. Reporting damage early helps us with our courier claim, but it does not affect your statutory rights under the Consumer Rights Act 2015, which give you up to 30 days to reject faulty goods and longer remedies thereafter. Full details are set out in our Refund & Returns Policy.

7. Order Cancellation

You can request to cancel your order at any time before it has been dispatched by contacting us at support@wonderlandpets.store or +44 1375 360036. We will do our best to stop the order and issue a full refund.

If your order has already been dispatched, it can no longer be cancelled before delivery. However, you may still rely on your statutory 14‑day right to cancel after receiving the goods, as explained in our Refund & Returns Policy. Under that right, we will refund the price of the goods together with the standard outbound delivery charge (£6.99) once the items have been returned to us.

8. Contact Us

Have a question about your pet’s order or need help choosing the right supplies? Our team in Stanford-le-Hope is always happy to help.

Email: support@wonderlandpets.store (We aim to reply within 12 to 24 hours)
Phone: +44 1375 360036
Address: 73 Southend Rd, Stanford-le-Hope, SS17 0PQ United Kingdom

Customer Service Hours:

Monday to Saturday: 9:00 AM – 5:00 PM (UK time)
Sunday: 10:00 AM – 3:00 PM (UK time)