Shipping policy

Last Updated: 24-11-2025

Thank you for shopping with Zoomies, operated by Fairground Studio Ltd.
This Shipping Policy outlines how we process, dispatch, and deliver your personalised pet products.

Because each item is custom-made to order, shipping times may vary.

1. Order Processing Times

All items are made-to-order and require production time before they ship.

Typical processing time:
7–10 business days (excluding weekends and holidays)

Processing time may be longer during:

  • Peak seasons or holidays

  • Sales and promotional periods

  • Times of high order volume

We will notify you if significant delays occur.

2. Shipping Methods & Delivery Times

We offer several shipping options depending on your location. Delivery times are estimates and begin once your order has been dispatched.

Estimated delivery windows:

  • Domestic shipments (UK Mainland): Usually 2–5 business days

  • International shipments: Usually 7–21 business days, depending on destination and customs

Please note:

  • Delivery times are not guaranteed.

  • We are not responsible for delays caused by couriers, customs inspections, or unforeseen circumstances such as strikes, weather events, or carrier disruptions.

3. Shipping Rates

Shipping rates are calculated at checkout based on:

  • Destination

  • Weight and size of the order

  • Selected shipping method

Any applicable taxes, duties, or customs fees for international orders are the responsibility of the customer.

4. Tracking Information

Once your order is dispatched, you will receive a confirmation email containing:

  • Your tracking number

  • Carrier details

  • Tracking link (where available)

Tracking updates may take 24–48 hours to appear after dispatch.

5. Incorrect or Incomplete Addresses

Please ensure your shipping details are accurate at checkout.

We cannot be held responsible for:

  • Delays due to incorrect addresses

  • Parcels lost due to incomplete or incorrect address information

If a parcel is returned to us due to address issues, the customer is responsible for paying re-shipment fees.

6. Lost or Missing Packages

If your parcel does not arrive within the expected delivery window:

  1. Check the tracking information provided

  2. Contact the courier to see if additional information is available

  3. Contact us at info@gotthezoomies.co.uk if you still need assistance

We will investigate with the courier.
Replacements may be issued at our discretion after the courier confirms the parcel is lost.

7. Damaged Packages

If your order arrives damaged in transit:

  • Take clear photos of the packaging and the item

  • Contact us within 7 days of delivery

We will work with you to resolve the issue in line with our Returns & Refund Policy.

8. International Customs & Duties

International orders may be subject to import taxes, duties, or customs fees. These charges:

  • Are not included in the product or shipping cost

  • Are determined by the destination country

  • Must be paid by the customer

We are not responsible for delays caused by customs processes.

9. Contact Us

For questions or support regarding shipping, please contact:
info@gothezoomies.co.uk