We've outlined all the information about our dispatch and delivery options that you might need below, but if we've missed something, please do get in touch!
Once you've added the items you need to your cart, click on Your Shopping Bag (top right of screen), and enter your delivery location details where prompted, and then click View Options. All the available delivery options and prices will then be displayed. Don't worry - you can add or amend items in your cart and re-check your delivery options as many times as you like. You can even do this without having to create an account first; it really is quick and simple!
As an additional guide, delivery is £4.99 for up to 29kg to an address in mainland UK by courier. This is a fully tracked service, and our courier will advise the approximate time of arrival on the morning of your delivery for your convenience. Delivery is next day following the day of dispatch from our warehouse.
If you have any queries, do get in touch!
Dispatch & Delivery
Once we have received your order and payment (usually immediately if paying by card or PayPal; a little longer if paying via cheque or BACS), we aim to dispatch your order within 24-48 hours during the working week. This may be subject to a brief delay during busy and peak times (Christmas, Easter, Bank Holidays etc), but be assured we will always dispatch your order just as fast as we can!
Please indicate in the comments box if you would like delivery on a specific day (we ask for a minimum of 48 hours notice to accommodate this), and if your order is urgent (perhaps containing medical items etc), please contact us by phone or email/website message and we will do all we can to help - we have rabbits ourselves so know just how vital certain products can be in a crisis.
Please note that your comments placed within the comments box during the checkout process are only seen once we start to prepare your order. Please contact us by phone or email/website contact form if you have any urgent communication regarding your order.
Should any product be unavailable at the time of delivery we may part dispatch your order, or advise and suggest an alternative/item refund if appropriate. We will never just add in an alternate item without checking with you first!
Please note that we are unable to dispatch to BFPO adressses.
Deliveries Within the UK
All orders over 0.75kg will automatically be dispatched by courier. Below this weight you can select delivery by 1st class post if you prefer.
Whilst most postal items can be delivered within one or two days, we have no control over timescales and delivery by post can, on occasions, take longer. Because of speed and safety of delivery, we do recommend dispatch by courier. This will ensure you get your goodies as quickly as possible.
To ensure we can offer you the best possible service, we use a range of couriers. As not all couriers are the same (and some perform better in some areas than others), we provide a handy courier preference drop-down selector within the checkout area so you may select the courier you prefer. Where no preference has been indicated we will dispatch by the most appropriate courier at the time.
In all cases, we recommend providing us with delivery instructions if you have somewhere appropriate the delivery can be left securely. Please note, this area must be both safe and dry as neither courier or The Hay Experts can be held liable for any loss or damage occurring as a result of the parcel being left where requested.
If you have not specified a courier, we will use whichever courier is available to us at the time of your order dispatch (some couriers collect from us later than others, and this enables us to dispatch later in the day); by providing us with delivery instructions at the time of order you will prevent any dispatch delay.
Our couriers will be able to provide proof of delivery, via GPS positioning as well as location photograph or signature.
All our couriers offer a comprehensive service throughout the UK, with most deliveries being on the next day after dispatch. Some highlands and islands deliveries will be on a two day service, and you will be advised of the exact delivery date of your order once we have dispatched it. Please contact us if you are not sure of the service level to your area.
Once dispatched, you will be emailed a tracking link so you can monitor the progress of your delivery.
Our couriers are happy to deliver your order to your place of work, to a neighbour etc, and will, if instructed to do so when you place your order, leave the parcel safe for you as detailed above.
The courier cannot leave the parcel without our written permission.
If delivery is unsuccessful on the day specified due to unforeseen issues, please get in touch with us so we may help to resolve any problem right away.
If your parcels have been damaged in any way, please sign as damaged with the courier and then contact us. This should be done as soon as possible, and within 24 hours of delivery. Please ensure you have photographic evidence too as this will speed up any claim with the courier for transport damage.
If you are not available at the time of delivery (and no delivery instructions have been given to the courier so the parcel cannot be left), you will be given a number of redelivery options depending on the courier being used. All our couriers will automatically attempt a redelivery on the next working day (Monday - Friday) if the first is unsuccessful. You will be contacted by email, text or be given a card through your letterbox for redelivery options. DPD also offer a delivery to a local shop option, and this will be available if you select DPD as your preferred courier (see DPDLocal for further details on this Pickup service); parcels sent via DPD will automatically be taken to a participating local store should the second re-delivery fail and no further instructions be provided.
Please re-arrange delivery/collection as soon as possible; any parcel not rescheduled for re-delivery within 48 hours of the first delivery failure will be returned to us and may be subject to a re-delivery fee.
If you use the DPD local shop Pickup service, please note that you will be required to provide proof of ID, including photo ID (such as a drivers license, passport etc).
We provide a Saturday delivery service for your convenience. Sadly our couriers charge a premium for this and this is outside of our control. A saturday delivery option can be selected during the checkout process as normal - again, we strongly recommend you provide us delivery instructions so the courier can leave your delivery in case you are out, as the courier cannot leave the parcel without our written permission.
Please note the Saturday delivery service covers mainland UK Only. Please contact us if you are unsure if your delivery address is suitable for a Saturday delivery.
If you require a Saturday delivery, your order must be placed on our website before noon on the Friday before (unless the Friday is a Bank Holiday, in which case it needs to be in by noon on the Thursday before).
International Dispatch - Europe
We are able to dispatch throughout Europe.
Most orders will be dispatched by international carrier, though some lightweight orders can also be dispatched by 1st class post; all available delivery options are available to view via the Shipping Estimator in Your Shopping Cart (see Delivery Estimate, above).
Whilst most international postal items can be delivered reasonably quickly depending on your location, we have no control over timescales and delivery by post can, on occasions, take more than a week. Because of speed and safety of delivery, we do recommend dispatch by international carrier. This will ensure you get your goodies as quickly as possible.
Please note the carrier requires a telephone number for you in case of a delivery query. We are unable to ship into Europe via international carrier without a telephone number for you.
Once your order is dispatched, we will provide a tracking link for you to monitor the progress of your delivery if you have requested delivery by international carrier.
Our range of products have been tried and tested by our own little ones (the real Hay Experts!), and all come with their seal of approval. If you have any queries or concerns about an item, please refer to our Returns Information page.
If you are unable to find a particular product, do contact us, and if we do not already stock it then we will source if for you if at all possible.
Our priority for packaging is to ensure your order is delivered to you in optimal condition and free from damage. We also want to ensure our impact on the environment is as low as possible so will always re-use or use recyclable packaging material where possible.
If we send your order out in a re-used box, please do not worry - we ensure the contents are safe and sound. After all, it's what is inside that counts!
We have done all we can to minimise our impact on the environment. In addition to using recyled or recyclable packaging material our website is secured on a carbon neutral server.