Shipping policy

Shipping & Delivery Policy

Last updated: 9 September 2026

This Shipping & Delivery Policy explains where we deliver, which carriers we use and what customers can expect when ordering from Southend Dog Shop.

Southend Dog Shop is operated by Southend Dog Training Ltd.

Where We Deliver

Delivery availability depends on the type of product ordered.

Dog Food and Supplements

Dog food and supplements are available for delivery within the United Kingdom only.

We do not currently ship dog food or supplements internationally.

Clothing Merchandise

Our clothing merchandise can be shipped worldwide.

International delivery availability, delivery charges and available services will be shown at checkout based on the customer's delivery address.

Other Products

Other non-food products are generally available for delivery within the United Kingdom unless the relevant product page or checkout states that international delivery is available.

The delivery options available for your specific order will be displayed before you complete your purchase.

Delivery Carriers

The carrier used depends on the products in your order.

Dog Food

All dog food orders are dispatched using DPD.

Dog food is currently delivered within the United Kingdom only.

Supplements

All supplement orders are dispatched using DPD.

Supplements are currently delivered within the United Kingdom only.

Clothing Merchandise

Clothing merchandise can be shipped within the UK and internationally.

The available delivery service and cost will be shown at checkout based on the delivery destination.

Other Products

Other products that are not dog food or supplements are generally dispatched using Royal Mail.

This may include accessories, books, merchandise and other non-food products.

Where an order contains different types of products, we may dispatch them separately or use the most appropriate delivery service for each part of the order.

Delivery Charges

Delivery charges, where applicable, will be clearly displayed before you complete your purchase.

Delivery charges may vary depending on:

  • the products ordered;

  • the size and weight of the parcel;

  • the delivery carrier and service;

  • the delivery destination; and

  • whether the order is being delivered within the UK or internationally.

The total delivery cost available for your order will be shown at checkout before payment is taken.

Dispatch and Delivery Times

Estimated dispatch and delivery times will be displayed on the relevant product page, at checkout or in your order information where applicable.

Delivery times are estimates unless we have expressly agreed a specific delivery date with you.

We will take reasonable steps to dispatch orders promptly.

For UK consumer orders, unless a different delivery period has been agreed with you, goods will normally be delivered without undue delay and within 30 days of the contract being made.

International delivery times can vary depending on the destination, carrier and local customs procedures.

DPD Deliveries

Dog food and supplement orders are delivered within the UK using DPD.

Where available, DPD may provide delivery updates, tracking information and delivery notifications using the contact details supplied when the order was placed.

Customers are responsible for ensuring that the delivery address, email address and telephone number supplied with their order are correct.

DPD delivery instructions, safe-place requests and other delivery preferences may be subject to DPD's own delivery procedures.

Royal Mail Deliveries

Other products are generally sent using Royal Mail unless another delivery service is shown at checkout.

Depending on the service used, tracking or delivery confirmation may be available.

Delivery times may vary depending on the Royal Mail service used for your order and the delivery destination.

International Clothing Orders

Clothing merchandise can be delivered to customers outside the United Kingdom where an international delivery option is available at checkout.

International delivery times will vary depending on the destination.

Customers ordering from outside the UK should be aware that their order may be subject to:

  • import VAT;

  • customs duties;

  • local taxes; or

  • customs clearance charges

when the goods enter the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or delivery charge paid to Southend Dog Shop and are the responsibility of the recipient.

We do not control charges imposed by overseas customs or tax authorities and cannot confirm in advance what these charges may be.

Customers are responsible for ensuring that the products they order can legally be imported into their destination country.

Customs processing may also result in additional delivery delays outside our reasonable control.

Orders Containing Different Product Types

An order containing different types of products may arrive in more than one parcel.

For example:

  • dog food may be dispatched by DPD;

  • supplements may be dispatched by DPD; and

  • clothing or other merchandise may be dispatched separately.

Receiving one part of your order does not necessarily mean that the remaining items are missing.

Where available, separate tracking information may be provided for each shipment.

Please note that dog food and supplements cannot be shipped internationally, even where clothing merchandise within the same basket is eligible for worldwide delivery.

Available checkout options may therefore depend on the contents of your basket and your delivery address.

Frozen and Perishable Dog Food

Certain dog food products may be frozen, chilled or otherwise perishable.

These products require appropriate handling and should be collected, unpacked and stored appropriately as soon as reasonably possible following delivery.

Please inspect frozen or perishable products promptly when they arrive.

If a perishable product arrives:

  • damaged;

  • spoiled;

  • incorrectly supplied; or

  • in a condition that makes it unsuitable for its intended purpose,

please contact us as soon as reasonably possible.

We may ask you to provide photographs of the product, packaging and delivery label so that we can investigate the issue.

This does not affect your statutory consumer rights.

Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your delivery information carefully before completing checkout.

If you notice an error after placing your order, contact us as soon as possible at:

help@southenddogtraining.co.uk

We will try to amend the delivery information where possible, but we cannot guarantee that changes can be made once an order has entered the dispatch process.

If an order cannot be delivered because incorrect or incomplete delivery information was supplied, additional delivery charges may apply where permitted by law.

Safe Places and Delivery Instructions

Where a carrier allows you to nominate a safe place, neighbour or other delivery preference, you should ensure that the chosen location is suitable for the products being delivered.

Particular care should be taken with frozen, chilled or perishable dog food.

Once goods have been delivered to you, or to another person or location nominated by you in accordance with your delivery instructions, responsibility for appropriately storing and caring for the goods passes to you, subject to your statutory rights.

Missed Deliveries

If nobody is available to accept a delivery, the relevant carrier may:

  • attempt redelivery;

  • leave the parcel in an authorised safe location;

  • deliver it to a neighbour where permitted;

  • redirect it to a collection location; or

  • provide instructions for arranging another delivery.

The options available will depend on the carrier and delivery service being used.

Customers receiving perishable orders should follow tracking information carefully and make reasonable arrangements to receive their parcel.

Delivery Delays

Occasionally deliveries may be delayed due to circumstances outside our reasonable control, including:

  • severe weather;

  • transport disruption;

  • unusually high parcel volumes;

  • carrier disruption;

  • industrial action;

  • customs clearance for international orders; or

  • other unforeseen events.

If we become aware of a significant delay affecting your order, we will take reasonable steps to keep you informed where appropriate.

Nothing in this policy limits any statutory rights you may have in relation to delayed delivery.

Lost Parcels

If your parcel has not arrived within the expected timeframe, please contact us at:

help@southenddogtraining.co.uk

Where we arrange the delivery service, we will investigate the shipment with the relevant carrier.

Where appropriate, we will arrange a replacement, refund or other suitable remedy.

Damaged Parcels

Please inspect your parcel when it arrives.

If an item is damaged, missing or incorrect, contact us as soon as reasonably possible.

Please provide:

  • your order number;

  • details of the problem; and

  • photographs of the parcel and product where possible.

We will investigate the issue and provide an appropriate remedy where required.

Failed or Returned Deliveries

If a parcel is returned to us because delivery could not be completed, please contact us.

Where a failed delivery was caused by incorrect or incomplete delivery information supplied by the customer, we may require payment of reasonable additional delivery costs before resending the order where permitted by law.

Different arrangements may apply to perishable goods that cannot safely be resent.

International orders that are refused, unclaimed or returned because customs charges were not paid may also incur costs. Where permitted by law, any unavoidable costs incurred in recovering the parcel may be deducted from a refund.

This does not affect any rights that cannot legally be excluded.

Cancelling an Order

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible:

help@southenddogtraining.co.uk

We will try to stop the order before dispatch where possible.

Once an order has been dispatched, your cancellation and return rights will depend on the type of product, destination and circumstances.

Please see our Returns & Refund Policy for further information.

Contact Us

For questions about shipping or an existing delivery, contact:

Southend Dog Shop
Operated by Southend Dog Training Ltd

Email: help@southenddogtraining.co.uk
Telephone: 01702 746961

Please include your order number when contacting us about an existing delivery.