We want every aspect of the customer experience of Spotted Fin to be premium and seamless for our customers. This extends across the whole user experience, from navigating the website, to selecting goods, to ordering products all the way through to final receipt at your door. We have therefore handpicked delivery partners who put customer service at the forefront.
When your order is completed, you will receive an email letting you know that it is on its way. It is very unlikely that orders will be lost or delayed, but should you not receive your order within 10 days, please contact us.
Please note that the service levels of our delivery partners are fluid, and delivery options and estimated times may change, especially around public holidays. The delivery options/times you see at checkout may change from time to time and differ from this page – but they will always be up to date, depending on the situation at the time.
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Our Delivery Partners
We have accounts with multiple carriers, allowing us to choose better options depending on the delivery window you select. We are continuously reviewing our delivery partners to ensure we are offering the best service, so couriers may change from time to time.
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Leave Safe Notes
On the checkout page you can add a note to your delivery to leave your parcel safe should you not be in. We recommend using this to prevent delays with your delivery. Please note however that Spotted Fin take no responsibility for parcels that are missing if left safe under the direction of the customer.
Many of our delivery partners do not require a signature on delivery, so they may leave your parcel in a safe location. If there is somewhere specific you would like your parcel left, please ensure you put that on the checkout page.
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Delivery Options
Our delivery options at checkout may change from time to time, but generally there is a priority option, alongside a standard or economy option. The estimated delivery time will be stated on the option you select.
We all know what it’s like when you order some awesome goodies online and are eagerly awaiting delivery. We do ask however that you do not assume the quickest delivery date. Please allow the full delivery window to receive your goods. If you need you orders quickly, please select a priority option.
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Tracking
Our delivery partners will keep you informed of your delivery via text. Please ensure the phone number you leave at checkout is correct, so you can be kept up to date with your parcels journey.
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Saturday Delivery
For those who want to ensure they are home to receive their parcel, or are ordering on a Friday and need it quick, we sometimes offer a Saturday delivery option. Please note that this is not a standard delivery service and it is not always offered, so may not be available when you select your delivery options. Choosing the Saturday delivery option means that your order will be delivered on the next coming Saturday.
For example, if you place an order on Tuesday 1st, your order will be dispatched on Friday 4th for delivery on Saturday 5th.
PLEASE NOTE: We operate a cut-off time of 12pm. For example, if you place your order AFTER 12pm on Friday 1st and select Saturday delivery, your order is not guaranteed be with you Saturday 2nd. It will likely be delivered in a week’s time, on Saturday 9th
Please call ahead if you are unsure and need to clarify your delivery option.
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Click and Collect – St Albans
We also offer a collection service for online orders. Orders can be collected directly from our warehouse in St Albans. Your order is ready for collection as soon as you have received an email letting you know that your order is complete and ready to collect. Please wait for your email confirmation before coming to collect your order, as it may still be in process.
If you wish to collect your order that same day, or first thing the following morning, please call ahead to ensure we will have it ready, unless you have already received your confirmation email.
If you have not received an email confirming that your order is ready after 3 days, please contact us.
Please note: we ask that you collect your order between 9am to 4pm Monday to Friday. If you need to collect your order slightly outside of these times, please contact us first.
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Free Delivery
If you place an order over £50, you can choose a free delivery option at checkout. This option is an economy choice, so please note that it may not arrive quickly.
Free delivery is the perfect option if you don’t need your items in a rush. If you qualify for free delivery but need your items soon, we recommend you select a faster option at checkout!
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Restrictions and Cut-Off Times
We operate a 12pm cut-off time for all orders. This means that any orders placed after 12pm are not guaranteed to be completed that day.
Our staff work hard though, and we continue to dispatch orders all day, so many orders placed after 12pm ARE indeed dispatched that day. Our couriers usually come to collect the days orders from 3pm onwards.
We do not work weekends, so orders placed on a Friday evening, won’t be processed until the following Monday.
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Frozen Goods
To ensure frozen items will arrive fresh – they will always be dispatched on a next-day service. That means that freezer boilies will NOT be sent over the weekend or bank holidays.
For example, if you order freezer boilies on a Thursday afternoon, they will not be dispatched until the following Monday, for Tuesday delivery (unless you have selected Saturday delivery).
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Bank Holidays and Holiday Seasons
We like our staff, so we don’t make them work weekends or bank holidays. They do have a habit of working very hard though – so when we approach bank holidays, they make sure to fulfil every last order in the system right up to the end of the last working day, so there is minimal delay to your orders.
Our couriers will also need a day off though! So delivery services across UK bank holidays and other holiday periods will naturally mean that deliveries will be slightly delayed.
Check out our social media accounts for more information on opening times and delivery times leading up to larger UK holidays like Christmas and Easter.
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Delivery Outside UK
Unfortunately, due to costs and restrictions involved with shipping goods to Europe after Brexit, Spotted Fin is currently not offering non-UK deliveries.
As many of our goods contain animal products and are classed as animal feed, there are many restrictions and costs in place to export them to the EU, which prevents us from shipping smaller orders directly to customers.
There are some products which do not contain animal products which we can ship outside of the UK. Such products include clothing, plastic containers, flavours, dyes and some of our natural ingredients. If you are interested in any of these products, please contact us directly and we will see what we can do to help.
Spotted Fin will not be held liable for customs charges, VAT additions or other charges. It is the responsibility of the customer to ensure they abide by all requirements of law in their respective country to ensure safe delivery of the products.
