Free delivery over £39 says the website but a delivery charge went onto my payment and I couldn't remove it, so I telephoned and got a very rude response which was, "You don't have to oder from us" - appalling! However my item arrived very promptly directly from the supplier (presumably why there was a charge - but that's not said anywhere on the website). The Catit cat carrier took a lot of assembling and wasn't as good as other products I've had from them - it doesn't slot together perfectly but hope it's enough for use. Would I use HugglePets again? Maybe because the prices are competitive but I wouldn't want to deal with one of their people until they put them through customer service training.