Where is my Delivery?

We aim to deliver your order as quickly as possible. We use Royal Mail Tracked Services for most orders,

Delivery Timescales

Our orders are collected by Royal Mail on Monday - Friday. If you place your order before 1pm Monday - Friday and the products are in stock, we will dispatch your order that day. If you place your order on a Saturday or Sunday or after 1pm on a weekday, we will dispatch your order on the next collection day.
Some of the products listed in the Product / MarketPlace section of the website are made to order, and if this is the case the estimated delivery times are provided in the 'Delivery Times' section on the Product Page.
Some of the products listed in the Product / MarketPlace section of the website will be sent to you directly from the supplier so if you have ordered multiple items, you may receive multiple packages.
If for any reason there is likely to be an unexpected delay with your order, we will always keep you informed.

Delivery Tracking

When your order is dispatched you will receive a shipping confirmation email from CancerPal. This email is sent to the email address you provided at checkout. The email is automatically sent from our system by 'no-reply@my.store-emails.com' so please check your junk/spam inbox if it hasn’t arrived.
We send most orders out via Royal Mail Tracked Service and you will be sent a separate email from Royal Mail with tracking information from 'The Pal Group'. The email is sent from the Royal Mail system by 'no-reply@royalmail.com' so please check your junk/spam inbox if it hasn't arrived.

My UK order hasn't arrived

Royal Mail aim to deliver Tracked 24 the next working day and Tracked 48 within 2-3 working days.
If your order hasn't been delivered within these timeframes please check the tracking information via the Royal Mail website: https://www.royalmail.com/track-your-item.
If you are unable to find your tracking information please email us with your order number and we'll send across your tracking information straight away.

What if noone is home to accept the delivery?

If no-one was home when Royal Mail attempted a delivery, a card should have been put through the door for the recipient. This card provides information about how the recipient can collect the shipment or rearrange a delivery for a time that suits them.
Sometimes we find that no card has been left, but you should still be able to arrange a redelivery online via the Royal Mail website: https://www.royalmail.com/receiving-mail/redelivery using the Royal Mail tracking number: .
If the recipient does not rearrange a delivery or collect the shipment within 18 working days, it will be returned to us. If we receive a return, we will get in touch to let you know. We are happy to resend your order, for an additional postage fee of £3.99 for UK deliveries.

Royal Mail says my order has been delivered

If your order shows as delivered but you haven’t received it, please check the Royal Mail Proof of Delivery image and the map of delivery location. This can be helpful to identify if your parcel has been left with a neighbour.
Please also ask household members/colleagues, as someone else may have accepted the parcel.
If you are still unable to locate your delivery, please email us with your order number at hello@cancerpal.co.uk and we will look into this for you.

My International order hasn't arrived

European and Worldwide shipping is either via Royal Mail International Tracked service or UPS, with an estimated delivery of 6-7 business days.
Unfortunately, delivery times for international orders cannot be guaranteed as we have little control over how long items take to clear customs.
If your order hasn't been delivered within these timeframes please check the tracking information via the Royal Mail website: https://www.royalmail.com/track-your-item or the UPS website: https://www.ups.com/track?loc=en_GB&requester=ST/
If you are unable to find your tracking information please email us with your order number and we'll send across your tracking information straight away.