Shipping policy

Shipping Policy

Where we ship
We ship to the United Kingdom, the United States, Canada, Australia, and all 27 countries of the European Union.

Processing time
Orders are prepared and dispatched within 1–5 business days (usually around 3). Our products are shipped from our fulfilment partners' warehouses, which may be outside your country.

Delivery times
After dispatch, delivery usually takes:
- United Kingdom: 8–14 business days
- European Union: 10–20 business days
- United States: 12–20 business days
- Australia: 10–20 business days
- Canada: 12–25 business days

Delivery can take longer during busy periods such as November and December, or because of customs checks.

Shipping costs
Shipping is calculated at checkout based on your order's weight and destination. Free standard shipping is available on orders over £60 in the UK and over £55 (or the local equivalent) to all other countries we ship to.

Tracking
You'll receive a tracking number by email once your order ships. Tracking may take a few days to update while your parcel is in transit.

Customs, duties and taxes
Orders shipped from outside your country may be subject to import duties, taxes, or customs fees. Where these aren't collected at checkout, they are the customer's responsibility. Refusing a parcel because of these charges doesn't qualify for a refund of shipping costs.

Lost or delayed parcels
If your order hasn't arrived within the delivery time for your country plus 10 business days, please contact us at support@pholex-pet.store and we'll investigate and arrange a replacement or refund if your parcel is lost.

Wrong address
Please check your shipping address carefully at checkout. We can't be responsible for parcels sent to an incorrect address provided by the customer.