Question 1

Where is my order?

Accepted Answer

Upon dispatch, we will send tracking information to the email address you provided during checkout. This tracking information will allow you to monitor the status and location of your order in real-time. You’ll receive this email notification within 24 hours of your order leaving our warehouse.On the rare occasion your tracking number doesn’t match up with the courier service used, please enter your tracking information here:http://parcelsapp.com/Please note, 7 days must have passed before any further action can be taken if your order is still in transit with the courier.

Question 2

How long will it take to receive my order?

Accepted Answer

Usually 2-7 business days, however, some items can take longer. Delivery times stated on each product page is an estimated delivery period in business days.

Question 3

Do you offer express delivery?

Accepted Answer

As standard we choose the most time-efficient delivery method to expedite orders. Most items are dispatched within 48 business hours, or from within the U.K.However, product and stock dependent, we can now offer express delivery at an additional cost, as well as the option of AM or PM delivery.We work with various different European warehouses and suppliers to fulfill some orders. While this setup allows us to offer a wide range of products, it also means that our inventory is spread across different locations. As a result, providing express delivery, at times, becomes challenging. For a more accurate delivery time, please contact us, we’d be more than happy to help.

Question 4

Do I have to pay any import fees?

Accepted Answer

The products we sell are based in warehouses across Europe and as such are especially delivered into the U.K. upon your order.Import fees for products ordered into mainland U.K. are paid for by Silver Circle Pets – the price on the product page is the price you pay, no unexpected fees.Residents of Jersey and Guernsey are required to pay 5% GST on their order directly to their local government. As per local regulations set by the Government of Jersey and the States of Guernsey, you will be considered the importer of the goods and responsible for any applicable taxes or charges.

Question 5

Do you have a contact number?

Accepted Answer

No, we do not. However, you can still speak to a real human via our live chat or email.Should you contact us via email, we guarantee a written response within 24 hours.As an e-commerce business, we primarily focus on providing efficient and timely customer support through email, live chat, and online contact forms. By utilising these channels that align with our business model, we can ensure quick and accurate responses to enquiries while maintaining thorough records of customer interactions.We have found that this approach offers the convenience of written communication, ensuring quick and accurate responses that can be easily referenced by both parties.Many companies, including Amazon, Wayfair, MyBabiie, and Etsy, have also adopted this approach. Rest assured, our dedicated support team is readily available to assist you through our digital channels, ensuring a seamless and satisfactory customer experience.

Question 6

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

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