Frequently Asked Questions

We usually dispatch orders within 2 working days. During particularly busy periods or around bank holidays, it may take a little longer, but we will always pack your order as quickly and carefully as we can. Once your order has been dispatched, you’ll receive an email confirmation with tracking information where available.Hop Boxes follow a separate monthly dispatch schedule.

Delivery is calculated at checkout according to the size and weight of your order and the delivery service selected. Most orders cost approximately £4.50–£8, with Royal Mail Tracked 24 and Tracked 48 options available.Particularly large or heavy orders may be sent using a courier such as DHL, FedEx, UPS or DPD so they can travel safely. If you have a preferred courier, leave a note at checkout and we will do our best to accommodate. Qualifying orders over £45 receive free delivery.

We deliver throughout England, Scotland, Wales and Northern Ireland. We also deliver to Jersey, Guernsey, the Isle of Man and the Isle of Wight.Available delivery services and prices are shown at checkout. Deliveries to islands and some remote areas may take a little longer to arrive.

Yes. Local collection is available for orders placed through our website.Please select collection at checkout and wait until we confirm that your order is ready before travelling. Your confirmation will include the collection details you need.

Please contact us as soon as possible at info@hoppypets.co.uk, including your order number and details of the change you would like to make.If your order has not yet been packed or dispatched, we will do our best to help. Additional delivery charges may apply if the change increases the size or weight of your parcel. Unfortunately, we cannot guarantee changes once packing has begun or an order has been dispatched.

When your order has been dispatched, you’ll receive a confirmation email containing your tracking information. Please check your junk or spam folder if you cannot see it.You can follow the tracking link for updates from Royal Mail or the courier carrying your parcel. Tracking may not update immediately after collection, so please allow a little time for the first scan to appear.

Please check your tracking link first, as it may show a delay, an attempted delivery or where your parcel has been left.If your order has not arrived within 7 working days of dispatch, please contact us at info@hoppypets.co.uk with your order number. We’ll check the tracking and contact the delivery company if necessary.