Where's my stuff?

IMPORTANT - Please click here before contacting us about delivery updates

By keeping our fulfilment promise of despatching your order the same / next working day, we do our very best to ensure your parcel reaches you as quickly as possible; however please take into account the estimated delivery schedule that each service offers when confirming your order at checkout and choose according to how soon you require the goods.

Whilst we aim to please, we have no control over third party services and cannot influence their performance. All time frames quoted are estimates only and NOT guaranteed. For complete peace of mind, select a tracked service so you can monitor progress of your parcel in transit.

Here's a reminder of postal service schedules.

  • FREE P&P / 2nd class (estimated 3-10 working days)
  • Royal Mail 24 / 1st class (estimated 1-5 working days)
  • RM24 Tracked - as above, but with full trace-ability
  • Special Delivery - next working day before 1pm (Monday - Friday only) on orders received before 2pm

In the rare event of your parcel not being delivered, we will do everything we can to track the item with our carrier. However, please note that Royal Mail will not investigate a claim until 15 working days after the posting date, unless the parcel has been sent by special delivery.

If after this time you still have not received your goods, we will send you a self declaration form which must be signed and returned before we can release a replacement order or issue a refund.

Please note: we can only accept claims for non delivery of parcels up to 28 days after posting.


As we only have 20% of our workforce running all departments and get your orders sent in time, please try not to contact us to chase delivery of your item unless at least 2 weeks from shipping has passed as we will not be able to provide any other information or take action until then.

If you give an instruction to leave your parcel in 'SAFE PLACE' such as; side of house, under window, in porch, next to bins etc we cannot accept any responsibility for non-receipt of goods. By providing this type of instruction in order comments, you agree to take full responsibility for loss of or damage to your parcel once it has left us.

Chat with one of the Heat-Treats team or search our FAQs for general info

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