Shipping policy
Sabre Pet Food – Delivery, Returns & Terms
CONTACT INFORMATION
Email: customerservices@sabrepetfood.co.uk
Phone: 0800 229 4010
We aim to respond to all enquiries as quickly as possible.
MAINLAND UK DELIVERY
We offer a next day, tracked delivery service free on all mainland UK orders over £54.99. (Next day delivery is not available on weekends or bank holidays).
For orders under 2kg and less than £54.99, the delivery charge is £4.59 (excluding our sample service products). This is a next day tracked service (excluding weekends and bank holidays).
For orders over 2kg and less than £54.99, the delivery charge is £7.99. This is a next day tracked service (excluding weekends and bank holidays).
We aim to dispatch all orders received by 2pm Monday–Friday on the same day (excluding bank holidays). Orders placed after this time will be processed the next working day.
All delivery dates are estimates and stock dependent.
We aim to deliver within 2–5 working days. Please contact us if you have not received your goods within 7 working days.
SUBSCRIPTION ORDERS
By purchasing a subscription, you agree to receive recurring orders based on your selected schedule.
Subscription orders are processed automatically. It is your responsibility to ensure all details, including delivery address and product selection, are kept up to date.
You may make changes at any time via your account. However, all changes must be made at least 48 hours before your order is processed.
After this cut-off, your order will already be in progress and cannot be amended or cancelled.
We will send a reminder email 4 days prior to dispatch for each order.
DELIVERY ADDRESS & RECOVERY ATTEMPTS
It is the customer’s responsibility to ensure the correct delivery address is provided.
If an order is sent to an incorrect address provided by the customer, we are not liable for loss of goods.
Where possible, we may attempt to recover the order. This is not guaranteed.
If recovered, any collection and re-delivery costs will be charged to the customer.
IMPORTANT COURIER INFORMATION
Couriers may only attempt delivery once. If unsuccessful, it may be taken to a pick-up shop. If not collected within 7 days, it will be returned to us.
If this occurs, we can re-deliver the order howeevr a re-delivery charge will apply.
If you choose to have your order delivered to a designated ‘safe place’ or provide delivery instructions to the courier, this is done at your own risk. Once the parcel has been delivered as instructed, we are unable to accept responsibility for any loss, theft or damage.
DELIVERY TERMS
All dispatch dates are estimated and are not guaranteed and do not form a term of this contract. Whilst every endeavour will be made to comply with these dates, the Seller shall have no liability whatsoever for delay in dispatch or delivery, or for any loss occasioned thereby. Late delivery does not entitle the buyer to cancel the order. Our order processing cut off is 2pm on working days. Orders placed after this time will not be processed until the next working day. This is stock dependent.
DAMAGE OR LOSS IN TRANSIT
Goods are insured until signed for / delivered to your designated 'safe place'.
After signing or receiving, responsibility passes to the customer.
Damage must be reported within 3 days. We will not be able to help you further once this period has passed due to carrier policies.
UK OFFSHORE
Delivery may take longer and vary in charges. We will not be held responsible for any duties, taxes or VAT.
WORLDWIDE
We do not ship outside the UK.
Northern Ireland and Republic of Ireland customers should order via sabrepetfood.com.
RETURNS
Returns accepted within 14 days if unused and in original condition.
The customer is responsible for return postage.
You must notify us before returning any items by contacting us at: customerservices@sabrepetfood.co.uk or call 0800 229 4010. Once the goods arrive back with us and are inspected, as long as they are in a re-saleable condition, you will receive a full refund (except postage). Please note that you are responsible for return delivery charges. We highly suggest that you always use a tracked and insured service to return items; otherwise, we may not be able to issue you a refund if lost or damaged during transit back to us.
Returns address:
Customer Returns
TruNet UK Limited T/A Sabre Pet Food
TruNet House
Norman Court
Ivanhoe Business Pack
Ashby-de-la-Zouch
LE65 2UZ
FAULTY GOODS
Upon receipt of your order, if you receive a product that you deem faulty, please contact us at customerservices@sabrepetfood.co.uk with images of the fault. We will then review this, if deemed faulty we will arrange for your goods to be collected by our own courier on a day to suit you. Acceptance of your return must be granted before you goods will be sent back to TruNet House. When the goods have been received, we will inspect these and determine whether there is a fault, if we do not find a fault, we will arrange to have the goods returned back to you, but a redelivery cost will be payable. If we do find fault, we will offer you a full refund or replacement if the stock allows.
ORDER CANCELLATION
Orders can be cancelled up until 11pm on the day prior to processing.
Orders begin processing from 7am on working days. Once processing has started, orders cannot be cancelled or amended.
Subscription orders are subject to separate terms and must be updated at least 48 hours before processing.
PERSONALISED GOODS
Unfortunately, due to the nature of the goods we are unable to accept any returns as the goods are personalised specifically for you. If goods are damaged, then we would only replace the goods (if the stock allows) after seeing proof of damage via a photograph.
COLLECTION ORDERS
Collection orders will be available between 10am - 4pm Monday - Friday, excluding bank holidays and festive periods. Please wait for your confirmation email that your order is ready before collection.