Shipping Policy

Last updated: 07.10.26

We aim to make ordering from Upraw (Part of Animal Impetus Ltd) as straightforward as possible. All orders are dispatched using trusted third-party delivery partners, managed through our parcel delivery provider, Speedy Parcels.

1. Delivery Services

We offer delivery services to business customers throughout the UK.

Depending on the size, weight, destination and requirements of your order, your goods may be delivered using one of our selected carrier partners. This may include services such as:

• Standard Delivery – typically 2–3 working days
• Express Delivery – typically next working day
• Weekend Delivery – where available and selected at checkout

The delivery options and estimated delivery times available to you will be displayed at checkout.

Delivery times are estimates and are not guaranteed unless a specific guaranteed service has been agreed with you in writing.

2. Order Processing & Dispatch

Orders are normally processed and dispatched within 2 working days when placed before 2pm.

Orders placed after this time, at weekends or on UK public holidays will normally be processed on the next working day.

Once your order has been collected by our delivery partner, you will receive tracking information where tracking is available.

Please note that an order is considered dispatched once it has been handed to the relevant carrier. Delivery times are then subject to the carrier's service and operating conditions.

3. Delivery Addresses

Please ensure that your delivery address and contact details are accurate and complete when placing your order.

We may be unable to deliver to:

• PO Box addresses;
• incomplete or incorrect addresses;
• locations where the carrier considers delivery unsafe or impractical; or
• locations that are outside the applicable delivery service area.

If an order cannot be delivered because an incorrect or incomplete address has been provided, additional delivery or return charges may apply.

4. Delivery Tracking

Where tracking is available, tracking details will be provided to you once your order has been dispatched.

You can use the tracking information to monitor the progress of your delivery and, where supported by the carrier, view delivery updates and proof of delivery.

Different carrier services may provide different levels of tracking and delivery information.

5. Delays

We work with our delivery partners to ensure orders reach you as quickly as possible. However, delivery dates and times may occasionally be affected by circumstances outside our reasonable control.

These may include:

• severe weather;
• traffic or road closures;
• vehicle or network disruption;
• peak seasonal demand;
• operational issues with the carrier;
• incorrect or incomplete delivery information; or
• other circumstances beyond our reasonable control.

If your delivery is delayed, please contact us and we will work with the relevant carrier to investigate the issue.

6. Damaged or Missing Goods

Please inspect your delivery as soon as reasonably possible after receipt.

If your goods arrive damaged, please notify us within 48 HOURS / 3 WORKING DAYS of delivery and provide photographs of:

• the damaged goods;
• the external packaging;
• any internal packaging; and
• the delivery label.

If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible so that we can investigate this with the relevant carrier.

Where appropriate, we may require information or evidence from you to support a carrier claim.

7. Incorrect or Incomplete Orders

If you receive an incorrect item, an item is missing from your order, or your order is otherwise incomplete, please contact us as soon as possible.

Please provide your order number and details of the issue so that we can investigate and resolve it promptly.

8. Packaging

We take reasonable care to ensure that orders are appropriately packaged before dispatch.

Customers should not remove or discard packaging where there is a suspected delivery-related damage issue until we have completed our investigation, as photographs of the packaging may be required to support a claim with the carrier.

9. Restricted & Prohibited Goods

Certain goods may be restricted or prohibited from carriage by our delivery partners.

We reserve the right to refuse or delay the dispatch of an order where the goods cannot be safely or legally transported using the available delivery services.

This may include dangerous, hazardous, prohibited or restricted goods.

Where applicable, restrictions imposed by the relevant carrier will apply to the shipment. Different carriers may have different restrictions.

10. Business Deliveries

As a B2B supplier, we primarily deliver to business premises.

Please ensure that someone authorised to receive the delivery is available at the delivery address where required.

Where a carrier attempts delivery but is unable to complete it because there is nobody available, access is unavailable, or the delivery location is otherwise unsuitable, the carrier may leave a delivery notification, attempt redelivery or return the goods to us.

Any additional charges resulting from failed delivery attempts caused by incorrect or incomplete information may be payable by the customer.

11. Delivery Charges

Delivery charges are calculated according to the delivery service, destination, order size and/or weight and will be displayed at checkout where applicable.

We reserve the right to contact you if the delivery cost for an order differs materially from the amount calculated at checkout due to exceptional size, weight, delivery requirements or destination.

No additional charge will be made without your agreement.

12. Delivery Issues & Contact

If you have a question about your delivery, please contact us in the first instance rather than contacting the carrier directly.

Please provide your:

• order number;
• delivery address;
• tracking number, if available; and
• details of the issue.

We will liaise with the relevant delivery partner where necessary and keep you updated.

Email: info@upraw.uk
Telephone: 0800 043 4422
Business hours: 9am-4pm

13. Our Responsibility

We use established third-party delivery partners to transport your orders and will take reasonable steps to ensure that your order is dispatched using an appropriate delivery service.

However, once a parcel has been collected by the relevant carrier, delivery is subject to the carrier's operating procedures and service conditions.

Nothing in this Shipping Policy affects any rights or remedies you may have under applicable UK law.

14. Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes to our delivery services, carriers or business practices.

The latest version will always be published on our website.