Effective Date: August 2025
Welcome to The Witty Zoo! Your satisfaction (and your pet’s happiness) is our top priority. Please read this detailed policy carefully to understand our procedures for shipping, returns, refunds, and order cancellations.
Shipping Policy
Where We Deliver:
- We ship to all addresses in the UK and select countries within Europe.
Order Processing:
- Orders are typically processed within 1–3 business days.
- Processing time excludes weekends and public holidays.
Delivery Timeframe:
- Standard shipping typically takes 5–10 business days from dispatch.
- Shipping times vary depending on your location and product availability.
Multiple Shipments:
- Items may be shipped separately as they originate from different suppliers across Europe.
- You’ll receive separate tracking numbers for each parcel if applicable.
Shipping Fees:
Shipping charges, if applicable, will be clearly indicated at checkout.
Returns Policy
We want you to shop with confidence. We offer returns within 14 days of delivery, in accordance with UK and EU consumer rights.
Eligibility for Returns:
- Items must be unused, in original packaging, and in resellable condition.
- You must contact our support team at contact@thewittyzoo.com prior to returning any items to obtain the correct return address (this address will vary depending on the item’s supplier).
Returning the Item:
- Carefully repackage the item to prevent damage during transit.
- Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Non-Returnable & Non-Refundable Items
Certain items cannot be returned due to hygiene, safety, or customized reasons:
- Pet foods, treats, or consumable products.
- Grooming supplies (brushes, combs, shampoo) once opened.
- Personalized or customized products.
- Products marked explicitly as non-returnable on their product pages.
- Items damaged through misuse or customer handling.
If you are unsure about a product’s return eligibility, please contact us before placing your order.
Refund Policy
Refunds are issued once your returned item has been received and inspected by the supplier.
Refunds will be processed to your original payment method within 10–15 business days.
You will be notified by email when your refund has been processed.
Please note, refunds may take additional time to appear in your account based on your bank or card provider
Cancellation Policy
You may cancel your order within 12 hours of placing it for a full refund.
- To request cancellation, email us immediately at contact@thewittyzoo.com with your order number.
- Cancellations after 12 hours cannot be guaranteed as your order may have already been processed. In such cases, you may follow our returns process once you receive the item.
Damaged or Incorrect Items
If your order arrives damaged, defective, or is incorrect:
- Please email us at contact@thewittyzoo.com within 48 hours of delivery.
- Include your order number, description of the issue, and clear photos of the product and packaging.
- We will promptly arrange for a replacement item or provide a refund.
Need Further Assistance?
Our friendly support team is always here to help!
📧 General Support: contact@thewittyzoo.com
🌐 Website: www.thewittyzoo.com
Thank you for shopping with The Witty Zoo. We look forward to keeping you and your pets delighted!