Shipping & Returns

Order cut-off time

Order before 2pm, Monday to Friday, and we'll aim dispatch it the same day. Orders placed after 2pm, at weekends or on bank holidays are dispatched on the next working day.

Delivery costs

You can choose Express Delivery at checkout.

Delivery times

• Delivery times start from dispatch, for items in stock. If you've agreed to pay in advance, they start once we receive your payment.
• We dispatch orders Monday to Friday.
• Couriers deliver Monday to Saturday, depending on the carrier for your area.

Where we deliver

We deliver to the whole of the UK, including the Scottish Highlands, the Scottish Islands and the Channel Islands.

No extra charges for remote areas. We cover those costs ourselves, so every dog gets our products at the same price, wherever they live.

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Returns and cancellations

Your right to cancel

You can cancel your order for any reason within 14 days of receiving it. If your order arrives in more than one delivery, the 14 days start when you receive the last item.

Items must be unopened with their seal unbroken. Our products are sealed food, so for health and hygiene reasons we can't accept returns of anything that has been opened. The only exception is if the item is faulty.

How to cancel

Tell us clearly that you want to cancel before the 14 days are up.

• Email: hello@fidelisdog.co.uk
• Post: Kitchme Pet Brands Limited, Suite 1-6, Park Lane House, 47 Broad Street, Glasgow, G40 2AA

If you send your notice before the 14 days end, you're within the deadline.

Sending items back

• Return the items within 14 days of telling us you're cancelling.
• Items must be unopened, with the seal intact, and in their original packaging.
• Send them to: Kitchme Pet Brands Limited, Suite 1-6, Park Lane House, 47 Broad Street, Glasgow, G40 2AA
• You pay the return postage, unless the item is faulty.

Your refund

• We refund the price you paid. If you chose Express Delivery, the extra cost for it isn't refunded.
• We pay the refund to your original payment method, and we never charge a fee for refunds.
• We'll refund you within 14 days of getting the items back, or of receiving proof that you've sent them, whichever comes first.
• If returned items have been damaged or are incomplete, we may reduce the refund to cover the loss in value.

Faulty or damaged items

If something arrives faulty, damaged or not as described, please email hello@fidelisdog.co.uk as soon as you can. This applies even if you've already opened it. We'll arrange a collection or refund your return postage, and offer you a replacement or a refund.

Questions?

Email us at hello@fidelisdog.co.uk and we'll be happy to help.