Very happy with the Petwell product, but the delivery experience was poor - we were let down by Hermes. They tried to deliver to my daughter's address as requested but she lives in a block of flats and, unknown to her, the entrance buzzer was broken. The Hermes office rang her to tell her and said the driver would ring her to rearrange delivery - he didn't. Ten days later we were informed by Petwell that Hermes now said the address didn't exist (even though they had been there already!) and had sent the package back to Petwell. Very annoying! Eric in Petwell Customer Services managed to sort out a speedy replacement though, which was delivered by DPD the following day to my address rather than my daughter's, and he refunded my delivery charge. Thank you Eric! The only downside was that we then had a round trip of 100 miles to deliver the package to my daughter, incurring even more cost. Really not very happy about that.