Delivery & Returns
Where possible we try to dispatch most orders within 1 - 5 business days. This does not include outside normal business hours, bank holidays, out of stock items or any handmade items such as bandanas, fabric collars etc. It may not always be possible to dispatch during this time however we will do our best to dispatch your order as quickly as possible. We reserve the right to dispatch your order within 21 days. In the unlikely event that there is a delay in dispatching your order we will contact you and advise an approximate delivery time. Most orders are dispatched via An Post. Heavy or bulky items may be dispatched via courier. We will advise you of this before dispatch. Delivery rates vary from €4 to €12 depending on order weight. Please note that we are a mail order company and as of yet do not offer a collect in person service unless at fairs & markets, just let us know before paying.
We are happy to dispatch orders Worldwide. Please contact us with your order requirements & delivery location and we can advise the appropriate delivery costs.
Returns
We provide assurance to our customers that we offer a comprehensive returns policy. We provide a 14 day return and refund policy (excluding delivery charges). All goods must be returned to us in original condition, free from animal hairs, smells and in original packaging. The Pet Tree reserves the right to determine if a product is in original unused condition. Delivery/shipping charges are non-refundable. Return costs are not covered by The Pet Tree & must be paid by the customer. Items must be returned to us within 14 days of order.
Please contact us to obtain a returns number & shipping instructions before returning any items.
We recommend using a tracked service for any returns.
If you have placed an order for a Made to Measure / Bespoke item you are not eligable for a refund.
Exchanges
If you would like to exchange your purchase for a different size (exemptions may apply for custom made products), please contact us. Return postage costs are the customers responsibility and the exchanged item/s must be in unused condition and should be free from hair and wear and tear. Items should also be in all original packaging.
Damaged Items
On receipt of your goods from us, please inspect and inform us immediately of any damages or missing items within 7 working days. This does not affect your statutory rights as a consumer.
Customer service is of the utmost importance to us, so please contact us if you receive any damaged items and we will be happy to help resolve the problem.
Faulty Goods
If your goods develop a fault within 28 days of receipt please contact us to arrange a return and inspection. Generally we will exchange or refund the item provided it is ‘as new’ and has no faults caused by accident, misuse or neglect. This includes damage caused by chewing, scratching and pulling whilst on the lead.
Refunds are made as soon as possible and in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
All faulty items need to be returned to us for inspection and if there is a genuine fault an exchange or refund will be issued. The customer is responsible for the cost of the return postage and we recommend tracked post.
If the item is faulty due to the negligence/misuse no refund will be issued.
This does not affect your statutory rights.