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Delivery & Returns

DELIVERY

Covid-19 Update:

Here at City Animalz & Totem Tiger we believe it's important to continue to offer our customers the option of receiving products in the post, especially during this very challenging time when many of us are stuck at home.  So as long we are fit and well and Royal Mail is running we are still shipping, but are taking careful precautions in light of Covid-19.

  • Limiting our trips to the post office to twice a week.  Orders placed on Friday, Saturday, Sunday or Monday, will be shipped on Tuesday.  Orders placed on Tuesday, Wednesday and Thursday will be shipped on Friday.  
  • A separate stock, picking and packing room.  This room will only be used to pick and pack orders.  Hand washing and the cleaning of packing surfaces will be done thoroughly and regularly, before and during picking and packing orders.
  • If you are really worried about Covid-19 being transferred via packages, we suggest leaving them by your door or in a safe place for 24-48 hours. 
  • Should anything in our situation change, we will notify customers immediately.
    We would like to thank everyone for supporting us and our work through this tough and challenging time. 

       

      DELIVERY OPTIONS HOW LONG IT TAKES HOW MUCH IT COSTS
      UK
      		 Delivery normally within 2-3 days after the product has been dispatched. Free
      EUROPE
      		 Delivery times for european deliveries vary by zone and are estimated from dispatch. Please see below for estimated timelines.

      Orders over £100 - Free
      Small orders under £25 - £4.95
      Orders under £100 - £9.95
      US & CANADA
      		 Please allow 5-10 working days from dispatch.

      Orders over £100 - Free
      Small orders under £25 - £9.95
      Orders under £100 - £14.95
      REST OF THE WORLD Delivery times for international deliveries vary by zone and are estimated from dispatch. Please see below for estimated timelines.

      Orders over £100 - Free
      Small orders under £25 - £14.95
      Orders under £100 - £19.95

       

      UK delivery 

      Orders to the UK are delivered for free.

      European delivery

      European delivery is available on all products, and is priced at £4.95 for small orders under £25, £9.95 for larger orders under £100 and free for orders over £100.

      USA & Canada delivery

      USA & Canada delivery is available on all products, and is priced at £9.95 for small orders under £25, £14.95 for larger orders under £100 and free for orders over £100.

      International delivery

      International delivery to the rest of the world is available on all products, and is priced at £14.95 for small orders under £25, £19.95 for larger orders under £100 and free for orders over £100.

      European delivery zones

      Western Europe

      Ireland, Belgium, Luxembourg, Netherlands, Denmark, France, Germany, Monaco, Greece, Portugal, Italy and Spain.

      Please allow 2-5 working days from dispatch.

      Rest of Europe

      Albania, Andorra, Armenia, Austria, Belarus, Bosnia and Herzegovina, Bulgaria, Cape Verde, Croatia, Cyprus, Czech Republic, Estonia, Faroe Islands, Finland, Georgia, Gibraltar, Greenland, Hungary, Iceland, Latvia, Liechtenstein, Lithuania, Macedonia (Republic of), Malta, Moldova (Republic of), Montenegro, Norway, Poland, Romania, Russian Federation, San Marino, Serbia, Slovakia, Slovenia, Sweden, Switzerland, Turkey and Ukraine.

      Please allow 5-10 working days from dispatch.

      International delivery zones

      USA and Canada

      Please allow 5-10 working days from dispatch.

      Asia and Australasia

      Australia, Brunei Darussalam, China, Hong Kong, Indonesia, Japan, Korea (Republic of), Lao People's Democratic Republic, Macao, Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand and Vietnam.

      Please allow 5-10 working days from dispatch.

      Rest of the world

      Please allow 5-10 working days from dispatch.

      If you want to check timing or costs of delivery, please contact us and we'll be happy to help.

       

      RETURNS

      Returns
      Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

      To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

      There are certain situations where only partial refunds are granted (if applicable)
      - Any item not in its original condition, is damaged or missing parts for reasons not due to our error
      - Any item that is returned more than 30 days after delivery

      Refunds (if applicable)
      Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
      If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

      Late or missing refunds (if applicable)
      If you haven’t received a refund yet, first check your bank account again.
      Then contact your credit card company, it may take some time before your refund is officially posted.
      Next contact your bank. There is often some processing time before a refund is posted.
      If you’ve done all of this and you still have not received your refund yet, please contact us at orders@cityanimalz.com.

      Sale items (if applicable)
      Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

      Exchanges (if applicable)
      We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@cityanimalz.com.

      Shipping
      To return your product, you should mail your product to the return address provided with your order or email us orders@cityanimalz.com.

      You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

      Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

      If you are shipping an item over £50 / $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

      Please contact us prior to returning your order to us so we know to expect it and whether you'd like a refund or exchange.