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Shipping Policy
Effective date: 22 June 2026
Last updated: 22 June 2026
This Shipping Policy is part of our Terms of Service. It explains where we ship, how long it takes, what it costs, and how to track your order.
1. Where we ship
We currently ship across the United Kingdom: England, Scotland, Wales, and Northern Ireland. Additional transit time may apply to the Scottish Highlands and Islands, the Isle of Man, the Channel Islands, and other remote postcodes. We do not ship to BFPO addresses, and some carriers do not deliver to PO boxes — please provide a full street address. International shipping availability varies; if your country appears at checkout, we ship there. For deliveries outside the UK, customs duties, import VAT, and handling fees are the recipient's responsibility (see Section 7).
2. Shipping methods, rates, and transit times
- UK — Standard tracked: free on all orders; 7–12 business days after dispatch.
- Scottish Highlands & Islands, Isle of Man, Channel Islands, other remote postcodes — Standard tracked: free; 9–14 business days after dispatch.
- International (where available) — Standard tracked: calculated at checkout; 10–21 business days after dispatch, plus customs clearance.
Transit time does not include order processing time (see Section 3). Transit times are estimates and are not guaranteed. Carriers may experience delays during peak periods, severe weather, or postal-service disruptions.
3. Order processing time
We process orders within 1–3 business days (Monday to Friday, excluding UK bank holidays). During large promotions and peak seasons, processing may take up to 5 business days. You will receive a dispatch confirmation email with a tracking number once your order is on its way. If you do not receive one within 5 business days, please check your spam folder and then email contact@getdraen.com.
4. Delivery times and your right to cancel
Unless we agree otherwise, we will deliver without undue delay and within 30 days of the day your order is accepted, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If we cannot, we will: (1) notify you of the delay; (2) offer a revised delivery date; (3) give you the option to cancel for a full refund. If the delivery date was essential (and you told us so), or we cannot offer a workable revised date, you may cancel straight away for a full refund.
5. Tracking and delivery
Track your shipment using the carrier link in your confirmation email. As a consumer, the Products remain at our risk until delivered into your physical possession, or that of a person you have identified to take delivery at your address; risk passes to you at that point. If tracking shows "delivered" but the package is missing, see Section 4 of our Refund & Return Policy.
6. Address errors and undeliverable packages
Please double-check your delivery address at checkout. If a package is returned to us as undeliverable because of an incorrect or incomplete address you provided: we will email you to confirm the correct address; we will re-ship at our expense the first time; a second re-ship may be subject to a reshipment fee equal to the actual carrier cost. We are not responsible for delays or non-delivery caused by incorrect addresses you provided. This does not affect your statutory rights where the fault is ours.
7. Customs, duties, and international fees
For orders delivered outside the UK, the recipient is the importer of record and is responsible for all customs duties, import taxes/VAT, brokerage, and handling fees imposed by the destination country; these are not included in the price you paid us. We are required by law to declare the full retail value on the customs form and will not mark packages as a "gift" or under-declare their value. If you refuse delivery or fail to pay customs fees and the package is returned to us, we will refund the product price only, less any return-to-sender or carrier fees actually incurred.
8. Lost or damaged in transit
If your package is damaged or leaking on arrival, do not use it — keep it away from children and pets, photograph it, and email contact@getdraen.com within 14 days of delivery; we will send a free replacement. If your package is lost in transit (no tracking update for 10 or more consecutive business days, or the carrier confirms it is lost), email us and we will open a carrier investigation and, where appropriate, send a free replacement or issue a refund. Because the Products are at our risk until delivered to you, you will not be out of pocket for goods lost before they reach you.
9. Sustainability
We ship in recyclable packaging wherever possible and continue to look for ways to reduce the carbon footprint of fulfilment, including consolidated shipments for multi-pack orders. Any environmental statements we make comply with the CMA Green Claims Code.
10. Bank holidays
We do not process or ship orders on UK bank holidays. In England and Wales these are typically: New Year's Day, Good Friday, Easter Monday, the early May bank holiday, the spring bank holiday, the summer bank holiday, Christmas Day, and Boxing Day. Dates differ in Scotland and Northern Ireland. Orders placed on these days begin processing on the next business day.
11. Storage and handling
Draen Pet Hair Dissolver should be stored as printed on the label — typically in a cool, dry place, away from direct sunlight, and out of the reach of children and pets. Once delivered, please bring it inside as soon as practical. Prolonged exposure to extreme temperatures or moisture may affect quality.
12. Contact
Questions about shipping? Email: contact@getdraen.com — DRAEN LLC