Shipping Policy
At ZentioPet, every order is handled with care, accuracy, and attention to detail. Our goal is to provide a refined shopping experience from the moment you place your order to the moment it arrives at your door.
This Shipping Policy explains how we process, dispatch, and deliver orders within the United Kingdom.
1. Order Processing
All orders are processed within 1-3 business days after payment confirmation.
Business days are Monday to Friday, excluding UK bank holidays. Orders placed during weekends or bank holidays will begin processing on the next business day.
During busy periods, new product launches, promotional events, or unexpected carrier delays, processing times may occasionally be extended. If this happens, we will do our best to keep you informed.
Once your order has been processed and dispatched, you will receive a shipping confirmation email with tracking details where available.
2. UK Delivery
We currently focus on delivering to customers within the United Kingdom.
Estimated delivery time after dispatch:
Standard UK Delivery: 5-10 business days
Please note that delivery estimates begin once your order has been dispatched, not from the moment the order is placed.
3. Shipping Cost
We currently offer free standard UK delivery on eligible orders.
If a shipping charge applies to your order, it will be clearly shown at checkout before payment is completed.
4. Tracking Your Order
Once your order has been dispatched, you will receive an email confirmation. Where tracking is available, the tracking link will be included in this email.
Tracking information may take 24-72 hours to update after dispatch. This is normal and does not necessarily mean that your parcel is delayed.
5. Delivery Address
Please ensure your shipping address is complete and accurate before placing your order.
ZentioPet is not responsible for delivery issues caused by incorrect, incomplete, or outdated address details provided at checkout.
If you notice an error in your delivery address, please contact us as soon as possible at support@zentiopet.com. We will do our best to help, but we cannot guarantee that changes can be made once an order has entered processing or dispatch.
6. Delayed Orders
While we aim to deliver every order within the estimated timeframe, delays can occasionally occur due to carrier volume, local delivery issues, weather conditions, customs checks, operational disruptions, or circumstances outside our control.
If your order has not arrived within 15 business days after dispatch, please contact us at support@zentiopet.com with your order number and delivery details.
Our support team will review the situation and assist you with the next steps.
7. Lost or Missing Parcels
If your parcel appears to be lost in transit, please contact us at support@zentiopet.com.
Before contacting us, we recommend checking:
Your tracking link
Your delivery address
Safe places around your property
Reception, concierge, or mail room areas
Neighbours or household members who may have accepted the parcel
If the parcel is confirmed as lost by the carrier, we will work with you to arrange a suitable resolution, which may include a replacement or refund depending on the circumstances.
8. Damaged Parcels
If your order arrives damaged, please contact us within 48 hours of delivery at support@zentiopet.com.
Please include:
Your order number
A clear description of the issue
Photos of the damaged item
Photos of the packaging
This allows us to review the issue quickly and provide the most appropriate solution.
9. Split Shipments
Some orders may arrive in more than one parcel. This can happen when items are dispatched separately or fulfilled from different locations.
If your order arrives partially, please allow a few additional business days for the remaining items to arrive. You may receive separate tracking details for each parcel.
10. Pre-Order or High-Demand Items
If an item is listed as pre-order, made-to-order, or high-demand, the estimated dispatch or delivery timeframe may differ from our standard delivery timeframe.
Any special delivery estimate will be shown on the product page or communicated to you after purchase where necessary.
11. International Shipping
At this time, ZentioPet is primarily focused on serving customers in the United Kingdom.
If international shipping becomes available in the future, delivery times, duties, taxes, and shipping charges may vary depending on the destination.
12. Contact Us
If you have any questions about shipping, tracking, or delivery, please contact us:
ZentioPet
Email: support@zentiopet.com
Operated by:
BEVE GLOBAL LTD
Registered Office: 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom
