Shipping policy

Welcome to Junction Pets. This Shipping Policy explains how orders placed through our website are processed, shipped, and delivered. We aim to provide clear information about shipping charges, order processing times, estimated delivery timeframes, tracking, and delivery-related matters.

By placing an order through our website, you acknowledge and agree to the terms outlined in this Shipping Policy.

1. Order Processing Time

Orders are normally processed within:

0–1 business day

Business days are Monday to Friday, excluding public holidays.

Orders are not normally processed or dispatched on weekends or public holidays.

Once an order has been processed, it will be prepared for dispatch and handed to the applicable delivery carrier.

Processing times are estimates and may occasionally be affected by circumstances outside our normal operating schedule.

2. Order Cut-Off Time

Our daily order cut-off time is:

5:00 PM (GMT/UTC+0)

Orders placed before 5:00 PM may begin processing on the same business day.

Orders placed after 5:00 PM may begin processing on the next applicable business day.

Meeting the order cut-off time does not guarantee same-day dispatch.

3. UK Shipping Rates

Junction Pets currently offers the following UK shipping rates:

  • Orders over £200: Free Shipping
  • Orders of £200 or less: £4.99 flat-rate shipping

The applicable shipping charge will be calculated and displayed at checkout before you complete your purchase.

Free shipping applies only to eligible UK orders with an order value above £200.

4. Transit Time

After an order has been processed and handed to the delivery carrier, the estimated transit time is:

2–4 business days

Transit times are estimates and may vary depending on the delivery destination, carrier operations, public holidays, weather conditions, seasonal demand, or other circumstances outside our reasonable control.

5. Estimated Total Delivery Time

Our estimated delivery timeframe is:

Order Processing: 0–1 business day

Carrier Transit: 2–4 business days

Estimated Total Delivery: 2–5 business days

These timeframes are estimates only and do not constitute a guaranteed delivery date.

6. Shipping Confirmation & Tracking

Once your order has been dispatched, you may receive a shipping confirmation email.

Where tracking is available, the shipping confirmation may include:

  • Tracking number
  • Tracking link
  • Delivery carrier information

You can use the available tracking information to monitor the progress of your order.

Where applicable, you may also use our Order Tracking page to check your shipment status.

7. Shipping Address Responsibility

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

Please carefully review your shipping address before completing checkout.

Incorrect or incomplete delivery information may result in:

  • Delivery delays
  • Failed delivery attempts
  • Returned packages
  • Additional delivery charges

If you identify an error in your shipping information, please contact us as soon as possible.

We cannot guarantee that an address can be changed after an order has entered processing or has already been dispatched.

8. Delivery Delays

We aim to deliver orders within the estimated timeframe; however, occasional delays may occur.

Delays may result from circumstances including:

  • Delivery carrier disruptions
  • Severe weather
  • Public holidays
  • High seasonal demand
  • Delivery network delays
  • Incorrect or incomplete address information
  • Other circumstances outside our reasonable control

If your order appears to be significantly delayed, please check the available tracking information first.

If you require further assistance, please contact our customer support team. We will assist with delivery-related enquiries where reasonably possible.

9. Missing or Delivered-but-Not-Received Packages

If the tracking information indicates that your order has been delivered but you cannot locate the package, we recommend that you first:

  • Check around your delivery location
  • Check with other members of your household
  • Check with neighbours where appropriate
  • Review any delivery photographs or carrier updates
  • Contact the delivery carrier where appropriate

If you are still unable to locate the package, please contact Junction Pets and provide your order number and available tracking information.

We will review the available information and assist with the appropriate next steps where reasonably possible.

10. Failed Delivery Attempts

A delivery attempt may be unsuccessful for reasons including:

  • Incorrect or incomplete delivery address
  • Inability to access the delivery location
  • Recipient unavailable where a signature or other delivery requirement applies
  • Delivery instructions cannot be completed
  • The carrier is unable to complete delivery

If an order is returned to us following unsuccessful delivery attempts, please contact our customer support team.

Depending on the circumstances, additional shipping charges may apply if the order needs to be reshipped.

Any refund or reshipment request will be reviewed based on the circumstances of the returned order and in accordance with our applicable policies.

11. Shipping Area

Junction Pets currently ships within the United Kingdom only.

We do not currently offer international shipping.

Orders requiring delivery outside the United Kingdom cannot currently be fulfilled through our standard checkout.

12. Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Order changes or cancellations may only be possible before processing, packing, or dispatch has progressed.

Once an order has been processed, packed, or dispatched, we may no longer be able to:

  • Change the delivery address
  • Modify the order
  • Add or remove products
  • Cancel the shipment

Please contact our customer support team promptly if you need assistance with an existing order.

13. Shipping Charges for Returned or Reshipped Orders

Where a package is returned due to incorrect delivery information, unsuccessful delivery attempts, or another issue associated with the delivery details provided by the customer, additional shipping charges may apply if reshipment is requested.

Any applicable reshipment charges will be communicated before the replacement shipment is arranged.

Returns and refunds are handled in accordance with our Return & Refund Policy.

14. Customer Support

For questions regarding shipping, delivery, tracking, or an existing order, please contact us using the information below.

Business Name: Junction Pets
Business Email: support@junctionpets.com
Business Phone: +44 20 7263 7582
Business Address: 71 Junction Road, London, N19 5QU, United Kingdom

15. Customer Service Hours

Our customer support team is available:

Monday – Friday
9:00 AM – 5:00 PM
GMT/UTC+0

Messages received outside our regular customer service hours may be reviewed on the next applicable business day.