Shipping policy
Shipping & Delivery Policy
Last updated: 15 January 2025
This Shipping & Delivery Policy applies to all orders placed through our website and is part of our Terms & Conditions.
The Site is operated by PetCareAI LTD (“we”, “us”, “our”).
1. General Information
We offer both:
Physical products, shipped from international warehouses, and
Digital products and services, delivered electronically.
Delivery times and conditions vary depending on the type of product and destination. By placing an order, you acknowledge and accept the terms outlined in this policy.
2. Physical Products – Shipping Policy
2.1 Shipping origin
Our physical products are shipped from international warehouses located in different countries depending on product availability and logistics optimisation.
As a result:
Orders may be shipped from outside the UK or EU.
Products within the same order may arrive in separate shipments.
2.2 Processing time
Orders are typically processed within 1–3 business days after payment confirmation.
Processing time includes:
Order verification,
Warehouse handling,
Dispatch preparation.
Please note that processing time is separate from shipping time.
2.3 Estimated delivery times
Estimated delivery times for physical products are:
4 to 15 business days, depending on:
Destination country,
Warehouse location,
Shipping carrier,
Customs processing (if applicable).
These timeframes are estimates, not guarantees.
2.4 Shipping delays
Delays may occur due to factors beyond our control, including but not limited to:
Customs inspections or clearance procedures,
Carrier delays or logistical disruptions,
Weather conditions,
Peak seasons or public holidays,
Incorrect or incomplete delivery information provided by the customer.
PetCareAI LTD is not responsible for delays caused by shipping carriers, customs authorities, or other third-party logistics providers.
2.5 Customs, duties & taxes
For international shipments:
Customs duties, import taxes, or additional fees may apply depending on your country.
These charges are not included in the product price unless explicitly stated.
The customer is solely responsible for paying any applicable customs fees or import taxes.
Failure to pay customs charges may result in the package being returned or destroyed by customs authorities. In such cases, refunds are not guaranteed.
2.6 Incorrect address & failed delivery
It is the customer’s responsibility to ensure that:
The shipping address is accurate and complete,
Contact details are correct.
We are not responsible for:
Orders delivered to an incorrect address provided by the customer,
Failed delivery attempts due to absence or address errors.
If a package is returned due to incorrect address information, reshipping costs may apply.
2.7 Lost or damaged shipments
If your order arrives damaged or appears to be lost:
Contact us at support@petcareai.uk within 7 days of the estimated delivery date,
Provide your order number and, where applicable, photos of the damage.
We will investigate the issue with the carrier and determine an appropriate solution, which may include replacement or refund, where applicable.
3. Digital Products & Services – Delivery Policy
3.1 Instant access
Digital products and services (including subscriptions and access to Animalia Chat) are delivered electronically.
Access is typically granted:
Immediately after successful payment, or
Via confirmation email and/or user account access.
3.2 No physical delivery
Digital products:
Are not shipped physically,
Do not incur shipping costs,
Are not subject to delivery delays caused by logistics or customs.
3.3 Access issues
If you do not receive access to your digital product within a reasonable time:
Check your spam/junk email folder,
Ensure the email address used at checkout is correct,
Contact us at support@petcareai.uk for assistance.
4. Combined Orders (Physical + Digital)
If your order includes both physical and digital products:
Digital products will be delivered immediately,
Physical products will be shipped separately according to the timelines outlined above.