Shipping policy
# ShippingPolicy
**Fortis Pet | XVI Holdings Ltd**
*Last updated: February 2026*
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## Delivery Options
|Service |Timeframe |Cost |
|----------------------------------------|----------------|-----------------------|
|Standard Delivery (Royal Mail / Courier)|3–5 working days|[£X.XX / Free over £XX]|
|Express Delivery |1–2 working days|[£X.XX] |
All timeframes are estimated from the date of dispatch, not the date of order. We aim to dispatch all orders within 1–2 working days (Monday to Friday, excluding bank holidays).
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## Order Processing
Orders placed before 2pm on a working day will usually be dispatched the same or next working day. Orders placed after 2pm, on weekends, or on bank holidays will be dispatched the next working day.
You will receive a dispatch confirmation email with tracking information once your order has been shipped.
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## Delivery Guarantee
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we guarantee delivery within **30 days** of your order date unless an alternative delivery date has been agreed.
If we are unable to deliver within 30 days, you may:
- Agree a new delivery date with us, or
- Cancel your order for a full refund
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## Delivery Area
We currently deliver to addresses within the **United Kingdom** (England, Scotland, Wales, Northern Ireland). We do not currently ship internationally.
Delivery to Scottish Highlands, Northern Ireland, Isle of Man, Channel Islands, and other remote postcodes may take an additional 1–3 working days.
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## Delivery Issues
**Not received your order?**
If your order has not arrived within the estimated timeframe, please check your tracking information first. If the tracking shows the order as delivered but you have not received it, or if the estimated delivery date has passed, please contact us at hello@fortispet.co.uk with your order number and we will investigate.
**Damaged goods on arrival?**
If your goods arrive damaged, please contact us within 48 hours at hello@fortispet.co.uk with your order number and photographs of the damage. We will arrange a replacement or refund at no cost to you.
**Wrong item received?**
If you receive the wrong item, please contact us at hello@fortispet.co.uk with your order number and a description or photograph of the item received. We will arrange for the correct item to be sent and for the return of the incorrect item at our expense.
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## Risk of Loss
The risk of loss or damage to your goods passes to you at the point of delivery. If you nominate a third party (such as a neighbour) to accept delivery on your behalf, risk passes to them upon their receipt of the goods.
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## Contact
If you have any questions about delivery:
- **Email:** hello@fortispet.co.uk
- **Website:** fortispet.co.uk