Wooden cat activity center with sisal scratching posts and hanging balls

Shipping and Delivery Estimates

If your item is in stock, your order is estimated to ship within 24 hours during working days after we received the payment. If you have ordered multiple items with different ship readiness dates, you may receive separate shipments. Delivery will typically take 2 to 4 days, depending on your destination and the shipping carrier. When encountering force majeure, the processing of orders will be delayed. Nevertheless, it is ensured that your order will be processed in a fast manner when weather permits.

GiantexUK takes every reasonable precaution to ensure that the products are not damaged during shipping. However, damage to products can occur during travel from the GiantexUK shipping facility to homes or businesses. If the item is damaged in transit, please immediately contact us at support@giantex.co.uk within 3 business days after receiving your package. Note any visible damages (scrapes, dents, etc.) or operationally damaged (the system will not work), take the digital photographs and provide GiantexUK with proof of the damage in detail as this will assist us in processing your damage claim with the delivery carrier. Thank you in advance for your understanding and patience.

Shipping Methods

All orders are shipped out via DHL or DX.

Shipping Locations & Tax

1. Enjoy free shipping to most locations within the United Kingdom.

2. Channel Islands (such as Jersey and Guernsey), Isle of Man, Alderney require an additional shipping fee of £30(for each package). Northern Ireland requires an additional shipping fee starts from £10. Note: Some remote areas may still not be delivered, and if so, we will email you and give full refund.

3. Some remote or offshore areas such as the Scilly Isles, Shetland, and Scottish Islands may not be serviceable for delivery. We will contact you to confirm whether you have another shipping address if such a case arises. If not, we will cancel your order and refund your payments in 2 working days.

4. We don't ship to FPO, APO, and PO Box addresses.

5. 20% VAT already charged in all orders.

Order Tracking

You will be sent at least 2 emails for each order you place:

Once you’ve placed an order, you will receive an Order Acknowledgement email to confirm your order details. Once your item ships, you will receive a Shipment Confirmation email including your order number, the carrier's information, the date and time the order was placed, the status of the order, and package tracking numbers for items that have shipped. For exact locations of your shipment, please track your items on the carrier's official website.

You can visit our online Order Status 24 hours a day, 7 days a week, to view the most up-to-date status of your order.

Note:

1. Please verify you have the correct shipping address on your order PRIOR to making payment as this is the address we will ship to.

2. We are not responsible for any return shipping cost if product didn’t meet your expectation nor placed a wrong order after order has been shipped out.

With Giantex, you can be sure of consistent, world-class home and outdoor products that meet the highest global quality and safety, delivered in spec and on time.
Product Returns:
We recognize that sometimes an item may not meet your needs or simply does not fit with your décor. In the event that you are not satisfied with your purchase, simply return it within 30 days from the date of purchase. Please keep in mind that all returns must be unused, unwashed, and undamaged and all packaging, labels, and tags must remain intact and be attached with the item. Promotional items, flash sales, clearance items, and any items marked as "final sale" are not eligible for partial refunds, exchanges, or returns. All sales are final. Otherwise, the item may not be eligible for return.
To initiate a return for an exchange or refund, please contact support@giantex.co.uk. Once your request is approved, you can download the return label from the “Return Information”.
If you want to return it by yourself, please email us at support@giantex.co.uk along with the return tracking number(s).

We do not refund or return original shipping charges. You are responsible for paying for your own shipping costs for returning any item to Giantex. In the event that you are unable to ship the item out, we will process a return shipping label. Once we’ve received the returned item, we will then process your total refund, excluding return shipping costs, to your original method of payment. Please note that all refunds are processed within 3-7 business days.
（We are not responsible for price differences due to exchange rate effects）
If you cannot find what you’re looking for in our Return Policy, please visit our Contact Us page for additional customer service assistance.

Order Cancellations
Order Cancellation Before Shipment:
If you need to cancel your order, you must cancel within 12 hours to receive a refund. For amounts over $500, we need to deduct a 2% handling fee.
To cancel your order, please contact our customer service at support@giantex.co.uk. Fill in detailed information to cancel the order. Your refund will be processed and a credit will automatically be applied to the original method of payment within 3-7 business days.
Please note that we are updating our system maintenance between 11:30 pm-4:00 am PST Time. Any online cancellations are not supported. If you would like to cancel your order during this time, please contact our customer service at support@giantex.co.uk.

Order Cancellation after Shipment:
If you need to cancel after 12 hours of the order and before the item is delivered, please contact our customer service at support@giantex.co.uk. We will process and recall your item(s) right away.
If a package is recalled, you will receive a full refund, less a flat recall fee (based on actual shipping costs) which will be credited back to your original payment within 3-5 business days.
If the package has failed to recall, you will receive a failed recall email notification. Please get in touch with support@giantex.co.uk right away. Cancellations after shipment are only valid to UPS ground delivery service and FedEx. Any items delivered by truck, UPS surepost or USPS cannot be recalled. All orders must be rejected at delivery.

Returned Products:
For any item returns, you can request a return label. Please notify us in advance of any of the following returned reasons, so we can anticipate that return.

Defective Item:
If you feel you have received a faulty or defective product, we want to quickly correct the problem. To apply for returns, please contact this email: support@giantex.co.uk. Our support team will quickly reassess the issue and provide you with a response for up to 48 hours.

Received the Wrong Item:
We follow careful order-picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label.

Please contact support@giantex.co.uk to apply for returns. We will, upon request, send you the correct item or issue a full refund.

Item Damaged During Transit:
In the unlikely event your item arrives at you in less than perfect condition, please reject the delivery immediately and get in touch with us at support@giantex.co.uk. We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund can be requested after we’ve submitted a damage claim with the shipping company and receive confirmation. We may require images and/or videos of the defective product.

Lost or missing items:
If the logistics tracking number shows delivery but you have not received the goods, please email our customer service team at support@giantex.co.uk within 10 days (note that after 10 days, the goods have been received or found by default) and include the order number as well as the tracking number so that we can initiate a lost parcel claim. The claim will help to recover your lost parcel. The claims process will take 7 days until an official confirmation is received from the shipping company.