Shipping policy

This policy explains delivery arrangements for orders placed at crestorapets.shop.

Delivery Area

We deliver only to supported mainland addresses in England, Scotland and Wales.

We do not deliver to:

Northern Ireland.
Islands.
Excluded remote areas.
Military bases or military postal addresses.

International delivery is not available.

Delivery eligibility depends on the full postcode and address. Please contact us before ordering if you are unsure whether your address is supported.

We do not impose an undisclosed surcharge for excluded addresses. If an unsupported order is accepted in error and cannot be delivered, we will contact you and initiate a full refund within 3 working days.

Dispatch Location

Orders are dispatched from the United Kingdom.

Our company’s registered and business address is in the United States. That address is not the dispatch location.

Free Shipping

Standard delivery to supported addresses costs £0.00.

There is no minimum order value for free shipping.

We do not add handling or delivery surcharges after checkout. Customers are not required to pay import duties or import-clearance charges for the UK-dispatched service described in this policy.

Processing Time

Order processing normally takes 1–3 working days after payment confirmation and any necessary order checks.

Processing includes preparing and packing your order before dispatch.

Order Cut-Off

Our daily order cut-off is 16:00 UK time, using the Europe/London time zone and the applicable GMT or BST adjustment.

Orders received after the cut-off, at weekends or on public holidays enter processing on the next working day.

The cut-off does not guarantee same-day dispatch.

Transit and Estimated Total Time

Estimated transit after dispatch is 3–5 working days.

Allowing for processing and transit, estimated total delivery time is 4–8 working days.

Working days are Monday–Friday, excluding UK public holidays.

Delivery dates are estimates unless we expressly agree a specific delivery date with you. We will communicate material delays and explain the available options.

Tracking

We provide tracking information after dispatch.

Your dispatch confirmation identifies the relevant carrier or tracking service. Tracking may not update immediately after a shipping label is created.

Delayed, Lost or Damaged Deliveries

Contact support@crestorapets.shop or +44 7471 476967 if your order is overdue, damaged in transit or marked as delivered but not received.

We will investigate with the delivery provider and arrange an appropriate solution, including a replacement or refund where applicable.

You do not have to resolve the matter with the carrier yourself before requesting help from us.

Subject to applicable law, we remain responsible for the goods until you, or a person you identify to receive them, take physical possession. A carrier scan alone is not conclusive proof against a genuine non-delivery claim.

Your statutory rights concerning delivery deadlines, cancellation and refunds remain unaffected.

Address Changes and Cancellation

Check your delivery address before completing payment.

Contact us promptly if you need to correct an address or cancel an order. Changes can be made before dispatch where your request reaches us in time.

If an order is already in transit, we will explain the available options.

We will not impose a new redelivery charge without explaining it and obtaining your agreement. Charges are not imposed where the delivery problem is our responsibility.

Returns

We accept return requests within 30 calendar days after receipt and cover return shipping for both change-of-mind and faulty-item returns.

Contact us for the designated return address and return arrangements. Our US business address is not the designated returns destination.

You will not be required to pay international return costs.

Please refer to our Return and Refund Policy for full details.

Contact

Crestora Pets
Operated by CRESTORA GENERAL SUPPLY LLC

Registered and business address:
1830 Alexandria Dr
Lexington, KY 40504
United States

Email: support@crestorapets.shop
Telephone: +44 7471 476967

Customer service: Monday–Friday, 09:00–16:00 UK time, excluding UK public holidays.
Response time: within 48 hours.