Delivery Information

Last updated: 11 July 2026

This page explains how we deliver, where we deliver, how delivery dates are arranged and what to do when your order arrives. Nothing on this page affects your legal rights, which are set out in our Terms and Conditions.

Where we deliver

We deliver across the United Kingdom, the Isle of Man and the Channel Islands. Delivery for larger items is charged by zone, based on your delivery postcode. Current prices for each zone are shown at checkout.

Choosing the correct delivery option

Please check the table above and select the delivery zone that matches your delivery postcode at checkout. The zones reflect what the pallet networks charge us to reach different parts of the country, so the correct option matters.

If the delivery option selected at checkout does not match your delivery postcode, we reserve the right to contact you to request payment of the difference before your order is dispatched. If you would prefer not to pay the difference, or we cannot reach you, we may cancel the order and refund you in full. We will not dispatch an order until the correct delivery charge for your postcode has been paid.

If you are unsure which zone your postcode falls into, email info@dogboxuk.co.uk before ordering and we will confirm it.

Dispatch and lead times

Standard products are dispatched from stock. Once dispatched, smaller items typically arrive within 48 hours and larger items within 3 to 5 working days for mainland zones. Remote zones can take longer, and we will keep you informed.

Bespoke products (custom colours, custom sizes and other made-to-order items) are manufactured for you before dispatch. Production timescales vary by product, so please check the individual product page for the current estimated production time before ordering. We will confirm the timescale in your order confirmation, and once your bespoke product is ready, the delivery process below applies as normal.

Smaller items

Smaller items are sent with Royal Mail or Parcelforce, depending on the weight of your order. The available service and cost are shown at checkout. Delivery is typically within 48 hours of dispatch, and most deliveries require a signature. You will receive dispatch confirmation with tracking by email or text.

Larger items: pallet delivery explained

Larger products such as dog transport boxes and storage drawer systems are too large and heavy for a standard parcel courier, so they are delivered strapped to a pallet through the Pallex pallet network. Here is what that means in practice:

Your delivery is booked for a specific date, agreed with you. Pallet deliveries are not left to chance. Once your order is ready for dispatch, we will liaise with you to arrange a delivery date that works for you, and confirm it before the pallet is booked in. Someone needs to be available at the delivery address on the agreed date to accept and sign for the delivery.

Delivery is kerbside only. The pallet is delivered on a lorry with a tail lift and a hand pump truck. The driver will lower the pallet and place it at the kerb, on your driveway, or at the nearest safe, flat, accessible point to your property. Drivers are not insured to take goods inside your home, garage or garden, or to help unpack or assemble anything, so if the product needs moving indoors, please arrange help for the day.

Think about access. Pallet lorries are large vehicles, typically similar in size to a bin lorry. If your property is on a narrow lane, has restricted access, gravel or a steep slope, or is otherwise awkward for a large vehicle, tell us when you order and we will discuss options with the carrier. Pump trucks need firm, flat ground; they cannot cross gravel, grass or steps.

Unpacking. The product is banded and wrapped to the pallet for protection. You will need to cut the banding and remove the packaging; no special tools are needed beyond a pair of scissors or snips. Please keep the packaging until you have inspected the product.

If delivery fails. If no one is available on the agreed date, or the vehicle cannot access the address and you have not told us about access issues in advance, the carrier may charge us for the failed attempt and redelivery. We reserve the right to pass this charge on at cost before rearranging delivery.

When your delivery arrives

Please check the condition of the packaging before signing. If you can see damage, either:

• sign for the delivery as "damaged", note the damage on the delivery note and contact us straight away; or
• refuse the delivery and contact us straight away.

If you cannot fully inspect the goods before the driver leaves, sign for them as "unchecked", then unpack and inspect them as soon as you reasonably can.

If you find any damage or shortage after unpacking, email info@dogboxuk.co.uk with your order number and photographs as soon as possible, ideally within 48 hours of delivery. Prompt reporting makes it much easier for us to claim against the carrier and to get a replacement to you quickly. It does not, however, affect your legal rights: if a product arrives damaged or faulty, your rights under the Consumer Rights Act 2015 apply in full, as set out in our Returns policy.

If a damaged item needs replacing and a replacement is in stock, we will dispatch it promptly. If not, we will tell you the next available dispatch date. For bespoke products, we will confirm the remanufacture time when we agree the replacement.

Delays

We work hard to dispatch and deliver on time, but occasionally delays happen for reasons beyond our control, such as carrier disruption or extreme weather. If your order is going to be delayed, we will let you know as soon as we can with a revised estimate. Your rights if delivery is late are set out in section 7 of our Terms and Conditions.

Questions

If you have a question about delivery to your area, access for large vehicles, or timescales for a bespoke order, contact us before ordering at info@dogboxuk.co.uk and we will be happy to help.