Delivery Information

SHIPPING:
 
FROZEN FOOD ONLY, We make every effort for your goods to be shipped and arrive frozen, by way of a thermally  insulated box and ice packs. Unfortunately we cannot guarantee they will arrive frozen and cannot be held responsible if thawing has occurred upon arrival.
Slight softening to the outside of the food will be fine, just place them into your freezer and use as normal.
 
You no longer have to wait in ALL day for your items to be delivered......
1- ALL orders containing FROZEN food will be sent out on a next day AM service, so your parcel should be delivered between 07:30-13:00 hours.
2- Orders not containing frozen food, if you have given us a mobile contact number the courier will text you with an allotted time slot.
3- It is your responsibility to make sure someone is home on the delivery day to take delivery and sign for the goods.
 
4- MAKE SURE SOMEONE IS HOME TO SIGN FOR YOUR DELIVERY. The courier driver will try your door once to deliver, IF you fail to answer they will try a neighbour OR take your goods back to the depot. for re delivery the following day.
IF you would like them 'left safe' then you need to tell us and leave a note on your door. You will be responsible for the goods at this point. So make sure the place is safe.
5- PLEASE do not try to open package with courier driver present, as they are employed to deliver the item. Take receipt of your parcel and if there is a problem with the contents then please contact us straight away.
DO NOT REFUSE to take the parcel, unless we have instructed you in writing.
    
• All our products are shipped from our premises direct to your door! We use various courier companies and Royal Mail, they are very good and your products are in safe hands.
• All frozen food is sent out in poly boxes with ice.
• All non-frozen goods will be packaged in appropriate packaging for the journey.
• All non-frozen goods can be shipped to anywhere in the mainland UK (Except Scottish Highlands (Postal codes for Highlands shown below)) for the price given within the ‘checkout’ in the website.
• All non-frozen goods to be delivered to Scottish Highlands, Ireland and other offshore areas, please call for price: Tel: 07525354667.
• All frozen food can be shipped to most parts of mainland UK. We do NOT ship to offshore. 
WE DO NOT SHIP FROZEN FOOD TO THE FOLLOWING MAINLAND POST CODES:
AB31-38, AB31-38, AB41-56, FK17-21, HS1-9, KW0-14, IV1-56, IV63, KW1-14, PA21-40, PH15-41, PH45-50, TR21-25
Please note, we would love to be able to ship to all the areas listed above, however it is set by our courier that due to the distance we cannot ship. 
IF you would like to arrange your own courier to collect from us on a written understanding that you take full responsibility for the shipping and how/when they are received and in what state. The please contact us.
• All frozen food to be delivered to Scottish Highlands, Ireland and other off shore areas, please call for price: Tel: 07525354667.
• ALL orders must be checked externally prior to signing for them and ANY order that has arrived damaged MUST be noted on the couriers delivery system and TSM Pet Supplies notified immediately by email or telephone.
• For all FROZEN orders please make sure someone is home on the expected delivery day to take delivery and sign for your order. We do NOT accept any responsibility for you failing to take receipt of your order.
 
PLEASE BEAR IN MIND WHEN PLACING YOUR ORDER,
- ALL ORDERS MUST BE SIGNED FOR UPON ARRIVAL.
- CHECKED FOR DAMAGE
- FOR ORDERS CONTAINING FROZEN FOOD. IF YOU CAN PLEASE SUPPLY US WITH A MOBILE TELEPHONE NUMBER, WE CAN THEN GIVE IT TO THE COURIER COMPANY AND ON THE DAY OF DELIVERY, THEY WILL SEND YOU A TEXT WITH A 1 HOUR TIME SLOT DURING THAT DAY FOR WHEN YOUR GOODS WILL BE DELIVERED.
IF HAVE NOT RECEIVED YOUR TEXT NOTIFICATION BY 10am ON YOUR EXPECTED DELIVERY DAY, PLEASE CALL US SO THAT WE CAN GET THIS INFORMATION FOR YOU. 
 
DAMAGES / SPOILT GOODS
 
Should your order not arrive in a satisfactory condition, please make a note when signing for your goods with the courier driver.
TSM must be contacted immediately on the same day as delivery, either by telephone or email.
Please keep the goods, do not dispose of unless agreed with by TSM in writing.
ALSO please photograph the goods, as we may require a copy.