Delivery & Shipping
1. How long does it take to receive my personalised product?
- Our office is open Monday to Friday 10am to 6pm *Excluding Bank Holidays.
- All our products are made to order. Once you complete your purchase, you will receive an email with a link to submit your pet’s information and/or upload photos.
- Subject to order volumes, we will begin processing your order as soon as we receive your completed form and images.
- Our processing time is typically 3 to 5 working days depending on the product. Following this, your order will be dispatched and/or uploaded to the time2letgo website.
2. Which delivery options do you offer?
Currently we use Royal Mail Tracked 48 for shipping, including full
end-to-end tracking and compensation up to £150. The delivery time frame is
2-3 working days.
***We MAY be able to accommodate quicker dispatch dates but please send us a message to check prior to ordering as this cannot always be guaranteed.***
3. Do you offer free delivery?
We offer free delivery to anywhere within the UK mainland for all physical
products.
4. Do you offer international shipping?
Currently, we ship within the UK only. We plan to expand in the future, so stay tuned!
5. How will I know when my order has shipped?
You will receive an email confirmation with tracking details (if
applicable) once your order has been dispatched and/or uploaded.
6. What should I do if my order hasn’t arrived?
If your physical order hasn’t arrived within the expected time frame, please check your tracking details. If there’s an issue, contact us, and we’ll help
resolve it.
7. Cancellations
We will do our best to accommodate cancellations before your product is dispatched. However, if your product is personalised and has already been made, we are unable to accept cancellations.
8. Refunds and Returns
As all items are personalised, we are unable to offer refunds or returns unless a mistake has been made on our part. If you are dissatisfied with your finished product, please contact us. If we deem a refund is appropriate, it will only be processed once the product is returned to us. The buyer is responsible for the return postage, and we recommend using a signed-for service.
9. Use of Photos
Photos of your items may be used for promotional purposes unless you specify otherwise at the time of purchase.
10. Text Accuracy
Please ensure all text submitted is correct, as we will copy and paste it directly onto the item. We cannot be held responsible for any mistakes made by you.
11. Delivery Timing
Whilst we will strive to dispatch your item in time for specific dates, we cannot guarantee that Royal Mail will deliver it by that time. According to Royal Mail’s guidelines, items are not considered lost until 13 working days after the expected delivery date. Please make sure the address entered during checkout is correct. We cannot refund or replace items sent to an incorrect address.
12. Submitting Information
To avoid delays, please send any required information as quickly as you are able following purchase. Ensure all customer information is correct, such as email address, telephone number along with your Order Number or Username when requested. Failure to do so may result in us being unable to match your details to your order. Please note that the delivery lead time starts from the receipt of the necessary information.
13. Accessories
Any accessories shown in photos are not included in the sale. Collage images are for design illustration purposes only and may not reflect the number of items being sold. If you select a quantity of one, you will receive a single item.