Shipping policy

Peppercorn Pets is an international online store. We work with suppliers and fulfilment partners to deliver clever toys, thoughtful comforts and pet lifestyle products to customers in eligible countries and regions.

This Shipping Policy explains how shipping, tracking, delivery estimates, customs and delivery issues work.

1. Where we ship

We ship to selected countries and regions supported by our store, suppliers and delivery partners.

Available shipping destinations may change from time to time. If your country or region is not available at checkout, we are not currently able to ship there.

2. Processing times

Most orders require processing before dispatch.

Estimated processing time is usually 3-5 business days, but this may vary depending on the product, supplier, order volume, public holidays or stock availability.

If your order contains multiple items, they may be shipped separately.

3. Delivery estimates

Delivery times vary depending on:

product type
supplier location
destination country or region
shipping method
customs processing
carrier delays
peak shopping periods
weather or other disruptions

Estimated delivery times will be shown where available. Delivery estimates are not guaranteed unless we expressly state otherwise.

4. Shipping costs

Shipping costs are calculated at checkout where applicable.

Shipping costs may vary depending on:

delivery destination
item size and weight
shipping method
supplier or fulfilment location
order value
promotions or shipping offers

If we offer free shipping, the conditions will be displayed at checkout or in the relevant promotion.

5. Tracking

Where tracking is available, we will send tracking details by email once your order has been dispatched.

Tracking may take time to update after dispatch.

If your tracking has not updated for several days, contact us and we will help investigate.

6. Multiple shipments

Your order may arrive in more than one package if:

items are supplied by different fulfilment partners
items are stored in different locations
items have different processing times
a product ships separately due to size or packaging requirements

You will not be charged extra shipping after checkout unless you place another order.

7. Customs, duties and import taxes

International orders may be subject to customs duties, import taxes, handling fees or other charges imposed by the destination country.

These charges are determined by local authorities and may be payable by the customer unless clearly stated otherwise at checkout.

Where possible, duties and taxes may be calculated at checkout. If they are not collected at checkout, you may be required to pay them directly to the carrier or local authority before delivery.

Peppercorn Pets is not responsible for delays caused by customs processing or unpaid customs charges.

8. Incorrect shipping information

Please check your shipping details carefully before placing an order.

We are not responsible for delivery issues caused by incorrect, incomplete or outdated shipping information provided by the customer.

If you notice an error, contact us immediately. We will try to help, but we cannot guarantee changes once an order has been processed or dispatched.

9. Failed delivery or unclaimed parcels

If a parcel is returned because it was unclaimed, refused, or could not be delivered due to incorrect details, we will contact you about available options.

Additional shipping costs may apply for redelivery.

Refunds for failed or refused deliveries may exclude shipping costs, customs charges, carrier fees or other costs we cannot recover, except where required by law.

10. Lost or delayed parcels

If your order appears lost or significantly delayed, contact us at orders@peppercornpets.com

We may need to investigate with the supplier or delivery carrier before confirming the outcome.

If an order is confirmed lost, we will work with you to provide an appropriate solution, which may include replacement or refund depending on the circumstances.