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British Family Pet Experts

How can we help you with your order?

My order

A: Once your order has been dispatched, unfortunately it cannot be changed. If you have any questions regarding our products or your order, please contact us on 0800 413 969 before proceeding to the checkout.

If once you receive your order you wish to return the item this can be done by returning it to our Cherry Tree Mill address in perfect condition within 30 days of purchase. This will be sent at your own expense and must include a covering note and copy of your order confirmation. On receipt of your returned item we will contact you to arrange a full refund.

A: Never forget your pets’ favourites again with Burgess Subscribe & Save! You can subscribe to regular deliveries on our Burgess Sensitive dog food, selected Burgess Excel rabbit and guinea pig nuggets, and all of our Burgess Excel hay products. You’ll save 10% on each order, and get your Burgess products delivered to your door every week, or every month. If you’d like to change the delivery date, or frequency, get in touch with our consumer care team who create a subscription plan that works for you.

Find out more about Burgess Subscribe & Save with our S&S FAQs.

A: We pride ourselves on making high quality, tasty pet food that the nation’s favourite animals will love! If your pet hasn’t tried Burgess food before, you should introduce it slowly, by mixing it gradually with their old food. For dogs and cats, we recommend transitioning them onto their new food over 7-10 days. For small animals, like rabbits and guinea pigs, replace their old food with Burgess Excel slowly, over 14-28 days.

We’re so confident in our tasty products that we offer a palatability (or tastiness!) guarantee on our kibble and nuggets. This is subject to terms and conditions that you can find here: https://www.burgesspetcare.com/palatability-guarantee/

My delivery

A: We ship to addresses in mainland UK only, excluding all Isles, Northern Ireland, and the Scottish Highlands.

A: If you place your order before 9am our standard delivery time is the next working day. Our fulfilment team work hard to get your parcel with you and your four-legged friend as soon as we can!

A: We offer a free delivery service for all orders over £25 to mainland UK. If your order comes below this amount we have a flat rate postage fee of £6.20.

A: Our courier will contact you via phone or email before your delivery is due to arrive to confirm a rough time of arrival. If you are not in when they try to deliver the courier will leave a card for you to contact them directly to rearrange an alternative delivery day or where to collect your item.

When completing your purchase you will be directed to Paypal. Once you have logged in to your account you will see a “Note to seller” option. This is where you can input any specific delivery instructions. Don’t worry if you don’t have a Paypal account you can also pay by credit or debit card via their site.

A: If your delivery is damaged or items are missing please contact us within 48hrs of the date of delivery on 01405 862241 to allow us to investigate. If there are no instructions for your items to be left in a covered, dry area and the items are damaged due to other reasons we reserve the right to reject this claim after investigation.

Anything we’ve missed? Get in touch with our team


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