Delivery Information

Delivery from £2.99
& Free Delivery over £39!

Delivery starts from just £2.99 by tracked post.

We offer free delivery for all orders with goods totalling £39 or more and up to 22kg in weight (see below for full details/exclusions).

We use DPD, DHL, Fedex, Royal Mail & ParcelForce,
with tracking for your peace of mind & for most orders, you can choose the courier!


We have done all we can to minimise our impact on the environment.

In addition to using surplusrecycled or recyclable packaging material, we use paper-based tapes where appropriate.

Where needed, we use compostable, recyclable or biogradeable bags.

We continue to look for the best environmental options.

Flexible Delivery Options

Parcel delivery by tracked post starts from just £2.99, with both 24hr and 48hr class tracked delivery options available.

Our Next Day courier service starts at £5.99 with a whopping 28kg weight allowance for this rate!

A Priority Dispatch option is available for urgent orders, and a Saturday delivery option is also available.

International deliveries are available where there are no import restrictions. Import duties may apply.

Delivery Information - In More Detail!

We know how important it is to get your goodies to you efficiently and cost effectively too; our delivery rates start from just £2.99, and a range of delivery options ensures we can meet your own particular requirements, including FREE DELIVERY to the mainland UK on orders over £39! (See below for exclusions).

And where you have a preference, you can even choose the courier we use to ship your order. Weekend deliveries will generally be shipped by DPD, and if your preferred courier option has already departed for the day, we'll use the next available courier to prevent delay, unless you expressly ask us not to use an alternative. Please note, if your order is bulky or heavy (i.e. Megazorb and other litters) we may not be able to ship by your prefered option as some carriers have weight/parcel/size limitations. If this is the case, we will ship by the best carrier available.

Our FREE DELIVERY offer is open to mainland UK, on orders with goods totalling over £39, and to a maximum weight of 22kg, and excludes heavy orders or bulky items due to courier restrictions. Please contact us with any queries on this. Depending on order size, orders with free delivery may be dispatched by tracked post or courier; if you have a preference here, please just let us know!

Orders can be dispatched by post (1st or 2nd class tracked post, parcels up to 2kg), or by tracked courier.

A weekend delivery service and a Priority Dispatch service for urgent items is also available to the mainland uk.

We aim to dispatch your order within 24 hours, though this may take a little longer during busy times. Dispatch is Monday - Friday, excluding public holidays.

If you have an urgent requirement - such as needing medicines quickly - please contact us (by phone if it's really urgent). We will do all we physically can to dispatch your order right away and we can advise you on the best shipping method to meet your needs.

All our delivery services operate within the current COVID guidelines for your safety. If you have any particular COVID-related requirements, please just let us know.

Deliveries Within the UK

Deliveries start from just £2.99 for orders up to 2kg, and details are below. A free delivery option is also available for orders over £39 (mainland UK only, see below) and this is typically a 2-3 day service.

  • Service / Delivery Timescale
  • Rates
  • Parcel Weights
  • 2nd Class Tracked Post Typically 3 working days from dispatch. 2kg max
  • Rates £2.99
  • Parcel WeightsParcel, 2kg max
  • 1st Class Tracked Post Typically 1-3 working days from dispatch. 2kg max
  • Rates £3.69 £5.49
  • Parcel WeightsStarting from
    Parcel, 2kg max
  • Courier Next Working Day from dispatch - Mainland UK
  • Rates £5.99
  • Parcels up to 28kg
  • Saturday Delivery (order by 1pm, Friday) - Mainland UK
  • Rates £12.99
  • Parcel Weights Parcels up to 28kg
  • Priority Dispatch Service - Dispatch Mon-Fri, Delivery next working day. Order by 1pm.
  • Rates £6.99
  • Parcel Weights Parcels up to 28kg

Note: Our courier rates are fixed for orders up to 28kg, so you can shop without worry of that dreaded, and often hidden, "Bulky Item" surcharge!

For rates to the Highlands and Islands, please use the shopping cart shipping estimator for the exact rate to your address.

Our FREE DELIVERY offer is open to mainland UK, on orders over £39, and to a maximum weight of 22kg, and excludes heavy orders or bulky items due to courier restrictions. Please contact us for any queries on this.

If a Saturday delivery is required, please select the Saturday Delivery option.

Delivery By Courier

For orders being dispatched by courier, we offer a choice of courier and this will be available during checkout. If no preference has been made, we will dispatch your order by any of the couriers available to us in order to get your parcel delivered to you as quickly as possible.

Our couriers will leave parcels in a designated place; please advise us when you order via the order comments box during checkout. This place must be safe and dry, or with a neighbour etc. Couriers will only follow our instructions to ensure your parcel is delivered safely and without delay.

If you require delivery on a certain day of the week, please select delivery by courier, and add the date you require in the Shipping Instructions box; please allow three days' notice in order we may accommodate your specific requirements, especially during busy times. If you have any queries on this, do get in touch.

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 alternative item without checking with you first!

All our couriers offer a comprehensive service throughout the UK, with most deliveries being 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.

Our Priority Service is a great way of getting something in a hurry during the week, and is available for orders placed on Mondays through to Friday, for next day delivery (Tuesday to Friday, and the following Monday). 

Please note that a Priority Service order placed on a Friday before 1pm will be delivered on Monday of the following week. Please contact us if you have any queries on this. 


Highlands Postcodes

The following areas are classed as 'Highlands' by couriers, with higher delivery rates applicable - this does NOT include Royal Mail postal deliveries, which are the same for the entire UK. Delivery to these areas is generally a two-day service following dispatch.

Area Postcode Range
Aberdeen - outer areas AB30 - AB38, AB40 - AB45, AB52 - AB56
Inverness IV10 - IV26, IV30 - IV36. IV41 - iV49, IV51, IV55- IV56, IV99
Kilmarnock KA27 - KA28
Kirkwall KW10 - KW17
Paisley PA20 - PA38, PA41 - PA49, PA60- PA78
Perth PH10 - PH26, PH30 - PH41

Islands Postcodes

The following areas are classed as 'Islands' by couriers, with higher delivery rates applicable - this does NOT include Royal Mail postal deliveries, which are the same for the entire UK. Delivery to these areas is generally a two-day service following dispatch.

Area Postcode Range
Guernsey GY
Isle of Man IM
Isles of Scilly TR21 - TR25
Isle of Wight PO30 - PO41
Jersey JE
Northern Ireland BT
Outer Hebrides HS
Shetland Islands ZE

Please Note

If you request a parcel to be left in a designated location, your parcel is left at your own liability. If the goods are damaged or stolen from the location you specify then The Hay Experts Ltd or courier accepts no responsibility for this loss or damage. Please ensure any safe place you specify is both safe and dry.

The Hay Experts Ltd cannot accept liability for any damage or loss as a result of vague or non-specific delivery instructions being provided; it is your responsibility to provide specific delivery instructions to ensure the courier leaves your parcel exactly where you require it to be left.

Our couriers will be able to provide proof of delivery, via GPS positioning as well as location photograph or signature.

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.

DPDLocal also offer a delivery to a local shop option, and this will be available if you select DPDLocal as your preferred courier (see DPDLocal for further details on this Pickup service); parcels sent via DPDLocal 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 DPDLocal 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).

International Dispatch - To Europe and Beyond!

We are able to dispatch throughout Europe and a growing number of other countries too - including the US, Canada and Singapore. Please use the shipping estimator available within the shopping cart area for an accurate shipping rate to your destination. If your destination is not listed, please get in touch!

Please note that for international orders, the customer is responsible for paying any taxes and duties due on delivery to their country. If import duties are required, the customer will be contacted by their local customs to settle any charges that are due in order for the shipment to be released and delivered. These charges are defined by individual countries and are outside of our control.

Most orders will be dispatched by international carrier, though some lightweight orders can also be dispatched by post; all available delivery options are available to view via the Shipping Estimator in Your Shopping Cart (see Delivery Estimate, above).

While 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 for international order. 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 outside the UK via international carrier without a valid 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 an international carrier.

New customs procedures came into force from 1 July 2021 within the EU (only), and we are working hard to investigate the best way to facilitate these EU changes. We are able to send to some EU countries, but others present more of a challenge, and in some cases we have had to suspend service to individual EU countries due to circumstances beyond our control. We sincerely apologise for any inconvenience or concern this may cause you, but rest assured we are doing all we can to return to a full international service. Should you have any queries on this, please do get in touch!


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.

The Environment

We have done all we can to minimise our impact on the environment. In addition to using recycled or recyclable packaging material, our website is secured on a carbon neutral server.


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 or surplus stock box, please do not worry about what is printed on the outside - we will ensure the boxes are safe and sound. After all, it's what is inside that counts!