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Shipping & Returns

POSTAGE / SHIPPING

We use Royal Mail to send you your goods.

The PRICE of shipping/postage is determined by:-

  1. The WEIGHT of your consignment
  2. The VALUE of your consignment (eg: orders posted to a UK address and under £50 in value can opt for free postage)
  3. The SHIPPING ADDRESS (destination) of your consignment
  4. The SHIPPING/POSTAGE option you select when you check-out

As the final price is VARIABLE, depending on the above options, and is calculated to your unique order, the total amount will be reflected on the SHOPPING CART PAGE. So you have an opportunity to see the cost of goods, the cost of postage AND the total, while you view the shopping cart page, and BEFORE you go to check-out.

This total is also shown to you at check-out, so you have an opportunity to review the total price BEFORE you confirm any order.

The shopping cart page shows you the SHIPPING (postage) OPTIONS and the COST of each option available to you. These options are determined by the SHIPPING DESTINATION ADDRESS you choose, and can change if you select different countries/regions.

Foreign country addresses, for example, will only be offered Airmail as a postage/shipping option.

UK shipping destinations are offered more options, including:

  • Free postage for orders under £50 (Royal Mail 2nd Class). No handling or packaging fee is added to this option.
  • Priority Postage (Royal Mail 1st Class). A small packaging and handling fee is included in the total for this option.
  • Royal Mail 2nd-Class postage is offered for UK orders valued at £50 or more.
  • Special Delivery (Royal Mail Special Delivery - Recorded). A small packaging and handling fee is included in the total for this option.

Shipping to non-UK address is not given the option for free postage. All foreign addresses will only be given an Airmail option.
 

PLEASE NOTE: We do not sell or ship items to all countries.

IN ADDITION TO THE UK, these are the foreign countries in which we conduct business:-

Australia
Austria
Belgium
Canada
Channel Islands
Cyprus
Denmark
Finland
France
Germany

Gibraltar
Greece
Italy
Luxembourg
Malta
 
Netherlands
New Zealand
Norway
Portugal
ROI Republic of Ireland
Spain
Sweden
Switzerland
Thailand
United States

HOW YOU SELECT A POSTAGE OPTION

You select your postal/shipping option during the CHECK-OUT PHASE of your visit. The site will automatically update total payment due after your selection is made.

If you wish to send your item to a different postal address, you can add this address at the CHECKOUT PHASE. Again, the site will automatically update to show postage options relevant to the shipping destination you choose.

The website will (by default) apply free postage if your delivery address is a UK address.
You may CHANGE THIS if you wish, to one of the paid options that are displayed at the check-out phase.

Product prices therefore exclude shipping/postage costs, but UK delivery addresses can have FREE delivery if desired, if this option is selected by the customer at the check-out phase of the visit.

Please note that we are subject to the efficiencies of the postal service. Royal mail does not guarantee 24-hour / next-day delivery for first-class mail but states that items sent 1st class can take up to three working days to arrive at their destination. Royal Mail indicates on their website that an average of 93% of first-class postal items do get delivered within 24 hours (business days and on Saturdays). For 2nd class postage, items can take between three and five days to arrive at their destination.

Royal Mail Commitment

We do not provide tracking for mail items posted nationally in the UK, and nor do we use recorded delivery or signed-for options for most standard purchases. We feel that this would add substantially to the mailing costs, and in some cases, postage may then cost more than the value of the goods being posted. Bulk-orders of more than 20 tags might be mailed using signed-for delivery, and all consignments valued at more than £100 will be mailed using signed-for receipt options. In all cases, the cost of mailing is for the customer's account.

Customers may also collect their goods from our trading address, or arrange for a courier service to collect goods during UK business hours (09h00 - 17h00 Mon to Fri). The cost of such collection is for the customer's account. We do not levy a collection fee, so the cost to you is whatever your courier service charges you. Please contact us prior to collection as the office is occasionally closed to visitors.


WHEN YOUR ORDER WILL BE SHIPPED/POSTED

If your order requires BESPOKE PRODUCTION or PERSONALISATION, shipping is calculated from the point at which your goods are finally manufactured and not necessarily from the date or time you placed your order.

Orders are normally shipped within 24 hours of receipt of your order (weekdays). We will endeavour to dispatch orders placed over weekends and public holidays before 5pm on the next working day.

Over BUSY PERIODS we may have a time lapse between receiving your order, and the point at which tags are completed.

Some personalised products can take several days to manufacture. Where this is the case for any given product, we alert you to this on that product's information page.

You can elect a PRIORITY SERVICE, where we will give your order a priority during the production phase. Again, the time will be dependant on when your tags are completed, but Priority will effectilvely result in your order being placed higher up the production queue.

SpecialDelivery is offered, and if selected, your order will be processed the same day it is ordered.

Orders for Special must be received by us before 15H00 (British Standard Time) Monday to Friday. Naturally, we can only use this Royal Mail service during Post Office opening times, so if we receive your request for this service when Post Offices are closed, the order will be dispatched when next the Post Office(s) are open.

As we use Royal Mail, Guaranteed Delivery is also subject to the conditions imposed by Royal Mail. Please see their website for details.

 

CANCELLING YOUR ORDER

You have a legal right to cancel your order, subject to the provisions of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations (2013).

We draw your attention to PART 3, Paragraph 28 (1) (b) of these regulations in which it states:


Limits of application: circumstances excluding cancellation

28.  (1)  This Part does not apply as regards the following—

(b) the supply of goods that are made to the consumer’s specifications or are clearly personalised;


If/When you order any goods from us that are NOT personalised, or made-to-order, your right to cancel the order for those goods remains.

This will apply even if the WHOLE OR PART of your order comprises goods that are NOT personalised.

For example, if you order FOUR tags, and two are engraved and the other two are supplied as blanks (not engraved or bespoke modified in any way), you are legally entitled to cancel the order for the blank tags.

We will also accept cancellations where personalisation of the goods had not entered production. So it is important to contact us as soon as possible if you have ordered personalised goods, and then wish to cancel the order before you receive anything. If we have not begun to personalise any goods, you will be entitled to cancel the order. It is important that you contact us as soon as you can - either by phone, email, or calling at our office in person.

Our email address is: Our email address

If you wish, you can also use our ONLINE CANCELLATION FORM. There are advantages to using this form. A copy is emailed to you as soon as you submit the message, and as this copy is stored on YOUR computer, you have irrefutable proof of having sent us the cancellation notice, where the date and time of your submission is recorded.

Please note: You do not have to use this online form to submit a cancellation - you have the legal right to communicate with us any way you choose... letter, email, telephone, or call in person. But is important that we RECEIVE your message, and that you can prove we received it. The online form gives that assurance.

We appreciate that it is somtimes necessary to cancel an order - even when the goods have been personalised, and we will use our discretion in these cases. But it is important to note that in the case of bespoke goods, we are not legally obliged to cancel orders for such goods, if they have already been made.

 

EFFECTS OF CANCELLATION AND REFUNDS PROCEDURE

If you cancel a contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you which may soil or wear down the goods.

We will make the reimbursement without undue delay, and not later than –

(a) 14 days after the day we receive back from you any goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly requested a different payment method for the refund. Please note, we will not post cash to you.

 

CHANGING OR MODIFYING YOUR ORDER

Essentially, the same conditions apply to those stated above for cancellations. But sometimes, people mis-type information when configuring their tag text. If you spot an error AFTER sending your order, IMMEDIATELY CONTACT US VIA EMAIL (our email address) or telephone us on (0044)(0)1279 902 158 - as we are usually able to correct mistakes before production begins.

If we spot an obvious error - such as a phone number with insufficient digits - we will email you before we start engraving. Please note that our engraving team has been instructed NOT to make contextual alterations to data, so we generally engrave exactly what you provide. We do reserve the right to re-position data on the tag in order to make it more logical, or to allow better use of space. For example, on a round tag, the last line is near the base of the tag - which is very narrow. If you provide a lengthy piece of information for this line, it may not fit into the space available, and we will then look at how to re-organise the data to allow for all information to be legible.

GO HERE FOR DETAILED INFORMATION REGARDING CHANGES TO AN ORDER
 

RETURNS

We accept returns for the following:

  • The products we have sent you is/are defective through a manufacturing error.
  • The products we have sent you are not those specified in your order.
  • You have cancelled your order and the cancellation meets the requirements of the law.
  • The pet tag(s) (or products we have sent you contain engraving errors that WE have made. Please note that we engrave exactly the information you provide. Returns and refunds cannot be provided if the error is in the original information you provided.

We will provide a replacement tag, and refund you your postage costs for returning faulty tags, when the above conditions warrant it. Alternatively, after returning a faulty tag, you may prefer to opt for a refund.

In many cases,we do NOT require a faulty tag to be returned. It is a good idea to take a pic of the tag, as we may ask you to email that pic to us. Sometimes, we will include a reply-paid envelope when we send out the replacement tag. This allows you to return the faulty tag to us at no cost to you, and we can then inspect the tag for quality assessment.

The general rule for tags that contain errors WE have made, is that there will be NO ADDITIONAL COST TO YOU to rectify the errors.

You should CONTACT US if you wish to return goods or discuss errors, so we can advise you of the best way to return items, or how we can correct errors.
 

Returns policy for Collars and other Pet Accessories

Items OTHER THAN ENGRAVED TAGS OR OTHER PERSONALISED PRODUCTS, such as pet collars, accessories and toys must be returned within 14 days of receipt, and if possible, in their original packaging. In terms of the Law, you are not obliged to return the packaging, but it is helpful to us if you do.

It makes sense to return items quickly, because you'll get your replacement (or refund) quickly.

We are unable to accept returns beyond fourteen days of your receipt of the goods. We may decline to send you a different item if the one you send back shows signs of wear and tear. Naturally, with collars, you may have to try it on your pet to determine size, so please do this carefully and so as not to stain or stretch the collar.

Your receipt date will be taken to be:-

  • up to three days of date of postage when 1st-class post is used,
  • up to six days of date of postage when 2nd-class post is used.

Please retain the outer packaging (if possible) which may show a post office postmark, indicating the date it entered the postal system.

As with tags, goods that are shown to be defective through a manufacturing fault, or damaged during shipping, will be replaced.

IF YOUR GOODS ARE DAMAGED DURING SHIPPING/POSTAGE, please email or telephone us as soon as possible after you receive them. It can help to take a picture of the damaged goods, alongside the packet they arrived in, as soon as you can, and to email the pic to us.

Please CONTACT US before returning any goods so that we can tell you the returns procedure.

You must contact us as soon as possible, but no later than fourteen days after receiving your goods.
 



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