Delivery Information

If you order before 11.30am Monday to Friday, we will dispatch your order the same day for your order to be with you the next working day (UK mainland only; if you live in one of the post code areas detailed below delivery times may be slightly longer and there may be a small charge). Free delivery is available for deliveries over £40, orders under £40 will have a £5.95 postage charge added to the basket total. Please note that we do guarantee delivery at the weekend. Orders placed at the weekend or on a bank holiday will leave us the next available working day.

Light Parcels – Royal Mail Tracked

All parcels that are under approx. 2kg will be sent via Royal Mail 48hr Tracked. We can provide tracking information upon request.

Heavy Parcels – DPD

Heavy parcels (those over approx. 2kg), will be sent via DPD next-working day delivery.

Orders over 65kg

Please note, orders exceeding 65kg may be shipped via Kimes. In these instances, you will be contacted by a member of the team to discuss delivery charges. Delivery via Kimes may take 7 working days. Applies to UK Mainland only.

Orders under £40

For heavy Mainland UK orders, delivery will be via DPD next working day delivery at £5.95.
For light Mainland UK orders, delivery will be via Royal Mail 48hr Tracked at £4.95.

Non-Mainland UK Delivery

We can only accept customer orders for delivery to addresses in mainland England, Wales and Scotland, although restrictions and additional delivery charges may apply to Northern Ireland, as well as the Scottish Highlands and Scottish Islands. Please use the shipping estimation tool in the basket, offering you an approximate shipping total before you checkout.

Unfortunately, we are currently unable to deliver to address in the Isle of Man, Isle of Wight, Republic of Ireland, Scilly Isles, Channel Isles and other Offshore Islands. We are so sorry for any disappointment or inconvenience caused, but please do find us in your local pet shop!

Addresses in Scottish Highlands (postcodes starting IV, AB, FK, HS, KA, KW, PA and PH), Isle of Man, Isle of Wight and Northern Ireland (postcodes starting BT).

**If you are unsure whether you fall under a UK mainland address (using DPD & Royal Mail standards), our website now offers a delivery estimation feature, based on your post code. Please note that this is an estimation and will vary between size and weight of orders.

Tracking & Delivery

Deliveries are be made with our nominated courier services, DPD and Royal Mail. All parcels are trackable and your courier will send you a tracking link if a mobile number and email address is provided when you place your order. You don’t need to be available to accept your Ruffingtons delivery at your address as the tracking link sent will allow you to add delivery instructions to leave in a safe place. You must do this if you will not be present to accept your delivery. Any missing parcels, where a safe place is not submitted, will not be the responsibility of, or replaceable or refundable by Pointer.

Due to poor weather conditions or other events outside of our reasonable control, a late or cancelled delivery may occur.

Missed, Cancelled or Rejected deliveries / Incorrect address / Missing details

Please note, it is the responsibility of each customer to accept all deliveries and to ensure that they are either at home or leave a ‘safe place’ note is on their respective delivery consignment, if not home to directly accept the parcel. This delivery message must be added via the  DPD/Royal Mail app by the customer alongside an image of the specific safe place that is requested.

It is your responsibility to ensure that your address details are correct – ensuring a full address is detailed. You will receive a copy of your order details via email. Please notify our team on 0800 098 8057 as soon as possible if something is not quite right as once your order is shipped, we cannot make any amends for you. We cannot accept responsibility for any failed deliveries due to incorrect or missing address details.

If a delivery is missed and further instructions have not been provided for DPD/Royal Mail via their app, Ruffingtons will not be held responsible for the goods. If a parcel is then returned to Ruffingtons, the customer will be automatically refunded for their order, minus a £10.95 return charge (reflective of DPD return cost & additional DPD surcharges). This charge also applies to any orders that are cancelled and where we have to have parcels reconsigned. If you wish for your order to be sent out again, once the item has been returned to site, please note a delivery charge will be applicable prior to dispatch.

Do you live in a flat or university accommodation?

Please note that delivery drivers are only insured on ground floor. Therefore, to avoid your parcel being left in a communal area please add ‘call me’ instructions to your delivery, or a ‘safe place’ – that does not go above ground floor. You can do this via your delivery email and SMS notifications. If this has not been done in advance of your delivery, we are unable to raise this parcel as lost, and will not be able to replace or refund the items.

Pop us your feedback – we’d love to hear from you

If you have any comments about our website (from its design or the way it works, or to report a technical glitch) please pop us a message at [email protected] .We read every comment to ensure we provide you with the very best service.