Shipping policy

Last updated: 12 September 2026

Free shipping, everything included

Shipping is free on every order. We ship with all import duties and taxes paid, so there is nothing to pay on delivery: no customs charges, no VAT requests from the courier. If a courier ever asks you to pay something, do not pay: forward us the request and we will sort it out.

At checkout you may choose an optional priority shipping upgrade; the price and the faster window are shown before you pay.

Delivery times

  • Europe (EU): 4–10 business days
  • United Kingdom: 4–8 business days
  • United States: 4–10 business days
  • Rest of the world: 4–10 business days

Business days are Monday to Friday, excluding public holidays. Orders are processed within 1–2 business days; times run from the shipping confirmation. During launches, sales and holiday peaks delivery may take a few days longer. These are estimates, not guarantees, but if your order has not arrived 30 days after the order date you may cancel it and receive a full refund, or ask us to re-ship it.

Tracking

You receive a tracking link by email as soon as your parcel ships. Tracking can take 24–48 hours to show the first scan. If the tracking has not moved for 7 days, write to us: we open an enquiry with the carrier.

Lost, damaged or wrong items

  • Lost in transit: if the carrier cannot deliver, we re-ship or refund, your choice. Carrier enquiries usually take 5–10 business days.
  • Marked delivered but not received: check with household members, neighbours and the building's mail area, and wait 48 hours (carriers sometimes scan early). Then contact us: we investigate with the carrier and, where the delivery cannot be confirmed, re-ship or refund.
  • Damaged, wrong or missing item: tell us as soon as possible, ideally with a photo of the parcel and the product (it helps, but it is not a condition of your statutory rights). We send a free replacement or refund you, your choice, no return needed.

Address errors

Please double-check your address before ordering. We can correct it free of charge until the parcel ships: email us right away. If a parcel is returned to sender because of an incomplete or wrong address, or because it was not collected from the pickup point, we can re-ship it at cost or refund the order minus our actual shipping cost.

Where we ship

We ship to the European Union, the United Kingdom, the United States and most other countries. We do not ship to PO boxes or freight forwarders in some regions; if we cannot deliver to your address we will tell you and refund you.

Payment descriptor

The charge appears on your statement as +PETS / GOPLUSPETS. If you do not recognise a charge, contact us before disputing it with your bank: we solve it faster.

Questions

support@gopluspets.com, we answer within one business day.