0845 450 5600

The Osprey Promise

Osprey UK has always been committed to giving you the best possible customer experience.  But then, everyone says that, and not everyone will deliver on it.

So we have set benchmarks for what ‘great customer service’ actually is.  We came up with the following 10 point Promise which you can hold us to.

  1. Our non-spill caps are guaranteed not to leak for 12 months from purchase. These include the valved Activ-bottle, Activ-R, Activ-classic, Activ-logo and Activ-mini caps.
  2. Incoming calls will be answered within 3 rings during office hours*.
  3. Voicemail enquiries will be responded to within 4 working hours of receipt*.
  4. Email enquiries, or enquiries through our website, will be responded to within 4 working hours of receipt*. 
  5. Next Day Delivery on all orders placed before 12 noon of in-stock items**.
  6. We will provide notification by phone or by email if your order cannot be despatched immediately for some reason.
  7. Where possible, an order acknowledgement will be emailed to advise you that we have received and are processing an order.
  8. Complaints will be responded to within 4 working hours*. We will aim to give a totally satisfactory resolution within 10 working days.
  9. We will contact all customers at least once a year to ensure they are happy with their purchases and that there have not been any problems.
  10. We aim for 100% satisfaction.  If for any reason you are not satisfied, ring us on 0845 450 5600 and we will do all we can to make sure you are completely happy with the service we have provided. This may include, but is not limited to, providing a refund, replacements, discounts, or free repair.


And if you think, at any time, that we have not delivered on this, ring 0845 450 5600, click through to our Contact Us form here, or email This email address is being protected from spambots. You need JavaScript enabled to view it., and tell us why: we will sort out any issues at our end, and make it up to you for any inconvenience you have had.


*Office hours are 8.30am–4.30pm, Mon–Fri.

**Subject to the couriers.  Unfortunately, we can’t guarantee this for Northern Ireland, Scottish Highlands and Islands, Isle of Man and Channel Islands, although we’ll certainly try for it.

Brochure Downloads

Download the Early Years 2013 Catalogue using the link below:

Download the 2013 Activ-bottle Collection using the link below:

FISH Hydration

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