System Upgrade FAQ

If you’ve purchased an adoption or membership or given a donation today your welcome pack and any Thank You letter will take 2-3 weeks to arrive to your nominated address.

In around 2 weeks, you’ll receive a welcome email, you will then receive a ‘dispatch’ email within 24 hours stating it’s on its way – This will include your Tracking number – Delivery to UK addresses is usually within 3 days from that point.

You will have received an onscreen confirmation, and you’ll also receive an immediate confirmation of order by email – if you didn’t receive either, please contact us on the details below.

We can’t make any changes to your order or redirect your delivery once an order is placed. If you need to make a change, please contact us below.

We can’t make any changes to your order or redirect your delivery once an order is placed. If you need to make a change, please contact us below.

Our shop orders are unaffected by our CRM system upgrade, so any order placed will be received as normal in the next few days.

Your pack and any letter will be unaffected by our upgrade and should already be on its way with you. If you haven’t received a Welcome email or ‘it’s on its way’ email from us, or your pack/letter hasn’t arrived after 7 days, please contact us on details below

If you donated by Direct Debit we’ll send you a confirmation letter at the same time as your pack. We won’t take any donation until 30th October at the earliest.

If you gave a one-off donation, we’ll process that payment in the next few days but your pack, confirmation or Thank You letter will still take 2-3 weeks to arrive