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Shipping Costs
Our goal at Furbaby Friend Gifts is to offer you the best shipping options, no matter where you live. In shipping directly from our globally based warehouses, we are pleased to be able to provide fully tracked and insured low cost shipping to over 160 countries worldwide. Our current shipping rates are as follows:
- United Kingdom: $2.99
- United States: $3.99
- Canada: $4.99
- Europe: $3.99
- New Zealand & Australia: $4.99
- Asia, Central & South America: $5.99
- Cyprus & Greece: $5.99
- Greenland, Finland, Iceland: $5.99
- Middle East: $5.99
- Channel Islands: $9.99
- Africa: $14.99
All of the above prices include tracking and insurance.
Please note that our hand printed, bespoke mug range has a worldwide flat rate of $6.99 USD. This is because we use a private courier for these items. The shipping is expedited accordingly (approximately 1 week).
We apologise but we are not currently shipping to Russia, Ukraine, or India.
Shipping Notifications
You will receive a shipping notification email containing your tracking number/link once your order has cleared exit customs and has been loaded to air freight. You can use this link to follow your order's progress to you. Please see the 'Shipping Timescale' section below as to when to expect this notification.
Please ensure that you accurately provide an email address and/or mobile telephone number at the time the order is placed in order to receive your delivery notifications and updates accordingly.
Tracking Information
Please note that all deliveries are tracked from the moment they pass through exit customs and are loaded to air freight. This can be up to around 10 working days after the order is placed, depending on customs delays and procedure. Please therefore be extra patient during holiday periods when customs delays are likely to occur.
All orders are sent via the national postal network for the destination country (Canada Post, USPS, Royal Mail etc). You can track your order either via the weblink we provide in your shipping confirmation email, or via our website 'Track My Order' service, or via your national postal website using your tracking number. Please check the tracking regularly and contact us should your order not arrive within the Shipping Timescale for your country so that we can assist.
Please note that as we do not use private couriers, orders are not GPS tagged whilst in international transit: the tracking updates are triggered by the national postal network system, with only material updates being reported, such as arrival at the destination country customs or local sorting office. These systems are not owned or controlled by us. We rely on the national postal services to trigger all updates.
Some national postal services (such as An Post in Ireland) do not allow tracking for international items until they arrive in the domestic country. This is peculiar to their own postal systems and outside our control.
We use Royal Mail Tracked 24 for our Thelwell range. Royal Mail guarantees delivery within 24 hours of despatch. Please allow 24 - 48 hours for processing and despatch for this range.
Shipping Timescale
In order to be able to offer low worldwide shipping rates and keep our product prices competitive, we source our items from quality driven and verified manufacturers outside of the USA and Europe. The majority of our suppliers are based in SE Asia. This means that shipping times may take longer than we would otherwise ideally like to provide. The time frame for order delivery is divided into the following parts:
1. Despatch time
12 hrs: Your order will be acknowledged and sent through to our applicable warehouse(s) within 12 hours of the order payment being received, and any personalisation being confirmed / approved by you. The order is then sent to exit customs.
2. Processing through customs
1 - 5 working days: Once the order is checked and cleared by exit customs officials for transport, it will be loaded to air freight. Only at this point will it receive a tracking number, which will automatically trigger the 'shipping confirmation' email sent directly to your email inbox. This period can fluctuate at busier times of the year, such as holidays periods.
3. Shipping duration
See destination estimates below. After processing through exit customs and being loaded to air freight, orders typically take between 5 and 20 days to arrive at their destination, but can take longer from time to time, especially to destinations such as Africa and Mexico, who often have entry customs delays and sorting delays. Please check our guide summary above for our estimates shipping durations to each of the main countries we ship to.
Please note that, as we use the international postal service, all delivery times are subject to local customs and delivery depot delays and any restrictions in place from time to time. Therefore, the above timescales should be regarded as guidance only. Please check with your local postal service website as regards any reported delays and restrictions in place from time to time, and understand that these may be subject to change. We have based the below estimates on information provided to us by the logistics companies and on previous orders. We keep these estimates under review and update them as and when required.
Due to stock availability, your order may be delivered in multiple parcels. Please allow longer for receipt of all items.
UK: 5 - 10 days
USA & Canada: 5 - 15 days
Europe: 5 - 15 days
South America: 10 - 25 days
Australia & New Zealand: 10 - 15 days
Asia: 15 - 30 days
Africa & Middle East: 15 - 45 days
All references to 'days' means business days. These estimates exclude the despatch & processing period. Please refer to the general timescale for further information.
We are currently unable to ship to the following countries/ regions: India, Russia, Ukraine.
Issues with Delivery
As stated above, we do not use private couriers: the delivery will be handled by the recipient's domestic postal service (e.g., Royal Mail for the UK, Canada Post, USPS for America, etc). If you have any issues with these delivery services we would ask that you contact your local delivery office and quote the tracking number for assistance in the usual way.
We are not responsible for an item's delayed delivery/ non delivery once the recipient's national postal service has taken over the handling of the delivery service. As such, once the order has arrived in the recipient's country, responsibility for carriage lies with the national postal service for that country in accordance with all international shipping/ carriage regulations.
We provide a tracking service. As such, once you have received your tracking number the responsibility for checking your delivery is transferred to you. Please therefore regularly monitor your tracking, using the tracking number we send to you in the shipping confirmation email. We would recommend checking on a weekly basis.
We do not provide a refund if you fail to collect your item from the delivery depot of your national delivery service within the prescribed period for collection of such items (as stated on your domestic delivery service website), and it is returned to us as a direct result. Replacements will however be offered in such cases at our discretion.
If the delivery service failed to provide you with a 'While you were out' card at the time of original delivery attempt, you can usually claim back these additional costs from that delivery service by way of compensation. Doing so will at all times be your responsibility.
We do not provide free replacements for orders which are confirmed to be delivered by the recipient's local courier/ delivery provider. If the tracking confirms delivery but you are unable to locate the parcel, please liaise with your local post office or the courier noted on the tracking, citing your tracking number. In most cases, the courier/ delivery provider will be able to provide the GPS coordinates and advise where the item has been left.
Change of shipping address
Please note that we cannot change a delivery address once an item has been despatched from our warehouse. We would ask that you contact your local post office and complete a 'Change of Address' form should you need to change this, or alternatively contact them once you have received the 'Out for Delivery' notification from us. You may also be able to change the delivery address online using your tracking number. This service does depend on the postal network, however.
Refunds for Shipping Delays
The shipping estimates given on our product descriptions are intended as guidance only. They are not guaranteed. Delays can occur at any stage due to customs issues, freight loading issues, labelling issues etc and as such are outside of our control.
Refunds will not be given for deliveries which take longer than the estimated time given, unless -
(i) the tracking clearly advises that the item cannot be delivered/ has been returned to sender, or
(ii) the postal service operator confirms that they can no longer locate the whereabouts of the package, or
(iii) there has been no movement on the tracking information for over 21 calendar days, or
(iv) 14 working days have passed since the maximum estimated delivery date and the item has still not arrived.
Customs Duties and Taxes
All taxes are included in our product costs/ shown at checkout (where applicable). Customs policies and duties however vary widely from country to country, and we have no control over them. Neither can we predict what they might be as they are often subject to change. However, the value of the majority of our products do fall within the customs exempt thresholds for most countries, so our customers rarely have to pay any import duties.
If in the event you are asked to pay any customs duties on any of our products ordered by you, you should contact your local customs office for further information.
Please note that customs offices in some countries require the importer of record to provide a particular form of identification before releasing a parcel. As the importer of record, you may be required to provide your recipient identification number such as a Unique Identification Number, CPF, or Tax ID. We will contact you once you have placed this order should this be required for your country.
Missed Deliveries
It is your responsibility to regularly check the tracking link emailed to you to avoid missed or failed deliveries and contact your local post office to assist them where applicable. For more information, please see our Refund Policy.
If your order is returned to us due to your failure to collect your item from the post office, we will only be able to offer you a refund once the item has been received back at our warehouse, which may take several weeks. The refund at that stage will be exclusive of any outward shipping charges. Please also see our refund policy.
Please note that we do not provide refunds where the order cannot be delivered due to incorrect address details provided to us at the time the order was placed. It is your duty as the customer to check the order confirmation email and ensure that all details provided are correct and advise us within 24 hours of receiving this notification should any details be incorrect. We will however issue a free replacement to you following receipt of the confirmed corrected shipping address by you. Customers must pay the cost of the replacement shipping.
More Information/ FAQs
Please see our FAQs and Order Tracking pages at our online store, Furbaby Friend Gifts, for further information regarding shipping, delivery times, and tracking.