Terms & Conditions

Rupert's Pet Shop, PO Box 454, Teddington   TW11 1BG, UK 

Registered in England & Wales.  Company No. 7160531

Vat Reg No. GB 991758169


Dispatch dates are subject to stock availability and the time your order is placed. We aim to dispatch all orders from our warehouse within 2 working days, with most orders being dispatched the same day.  Please note that we do not dispatch items on weekends.

If there is an unexpected delay to dispatch we will contact you and let you know.

For Royal Mail recorded parcels, please contact us via e-mail for your recorded number.

All International Orders are sent UK Royal Mail.

You will pay for your order in the British pounds sterling currency (£).

Order Discrepancies

Upon receipt of your order, please check that all items are as ordered and match the dispatch notice. All discrepancies should be notified to Rupert’s Pet Shop within 48 hours of receipt.

If you have an item missing and you have not received a delay e-mail for the item, please notify us within 48 hours. If you have not informed us of a missing item within 30 days of you receiving the order, we will not be required to send a replacement or offer a refund.

Royal Mail Order Not Arrived?

Rupert’s Pet Shop obtains ‘proof of posting’ for small packages. For peace of mind you can request that your order be sent by Royal Mail Recorded Delivery for an extra 75p.  This option can be selected at checkout.

Rupert’s Pet Shop accepts NO RESPONSIBILTY for items lost or stolen in the post.  No case will be pursued by us unless recorded delivery is used.

In the unfortunate and rare event that you order has not arrived within 15 working days from date of dispatch, please contact us and we will help to assist you with pursuing your claim with Royal Mail.  Please note we cannot file a lost item claim for you but provide all the necessary information for you to complete the claim form yourselves, and provide proof of postage if required.  Royal Mail / Post Office claims, damages or lost item complaint cannot be followed up until 15 working days have passed.

Undelivered Parcel

If a parcel is returned to us undelivered because of failure to collect or rearrange delivery with either the post office or courier, a re-delivery charge is payable to us before we will resend your package.

Refunds are only available within 7 working days after delivery / receipt of ordering and our return policy applies.

Damaged Parcel?

You should refuse delivery of any parcel if damage in transit is obvious.  It will be returned to us and replaced.  If you have accepted the parcel please contact us immediately. 


If you wish to return a product, please request a returns form via our contact page.

Please note returns will only be accepted once a return form is completed and your return number is allocated and put on the package being returned.

If any item purchased from Rupert’s Pet Shop is found to be faulty, we will be pleased to arrange either a refund or a replacement of the product at the customer’s discretion.

All returns MUST be notified to Rupert’s Pet Shop Limited via email info@rupertspetshop.com within 7 working days since delivery / receipt of your order.  At which point we will give you details of how to return the goods to us.

If upon receipt the item is not found to be faulty then an extra postage charge will be requested before the product is returned to the customer and no refund will be issued.

All damaged goods will be required to be returned to us for inspection. We will replace faulty items once we have received the original faulty item back. You may be required to complete a form at some point by Royal Mail regarding this damage.