Frequently Asked Questions
So you want to know an answer but do not want the hassle of sending an email or making a telephone call, well we understand that time is precious therefore we have created a list of Questions and Answers that might help you!
Product Information And Availability
Each item has a product 'Overview' tab and a customer 'Review' tab. These tabs provide more detailed information about the product and also allows you to see other customers' reviews of the product. On some occasions there may be further information available in the form of a video to view.
If you can't find the information you require on the product page you can always simply 'get in touch' and if our customer care advisors can't help we will speak to our buying or merchandising departments.
If you can't find the product using the menus on the website try using the 'Search our Shop' option on the home page. Try searching with a particular word i.e. if you're looking for a particular chicken dog food; type in 'chicken' and all chicken options will be available to browse through.
If you still cannot find a product then we are happy for you to 'get in touch' and we will check if the item is available to purchase or we will endeavour to find an alternative product we think will match your requirements.
If you open the product page and go to the 'Reviews' tab, at the bottom of this tab you will be able to 'Write a review' of the product.
Please note you can only review a product that you have purchased from ourselves, you will be asked to log in to your account before you can proceed.
Your review will show on our website within 3 working days once it has been passed by our monitoring team.
On each product page we display an indication of the number we have in stock and if we have sufficient stock we will display the quantity as 10+.
Please note as we have many customers shopping at the same time this number is our best indication of the stock level.
This means we are temporarily out of stock but we have more stock on the way to one of our warehouses so we will be able to send the product to you as soon as it comes into stock. We will always give you an indication of when we anticipate the stock will arrive and we ask you to give us a few days to despatch it to you.
Yes, for products where there is a 'supplier out of stock' we provide an option next to the product description to request an 'Email when in stock'. We will then send you an email to let you know we have the item back in our stock.
You do not require a prescription to purchase prescription food but we always recommend that you consult with your vet before purchasing these items.
Due to legal requirements medicines may not be returned except to correct an error in despatch or in response to an "official recall". If an item is believed to be faulty it should be returned for inspection and it may be necessary to forward it to the manufacturers for testing before replacements or refunds can be authorised. This does not infringe statutory rights. We advise customers to use an insured method of shipping and to retain proof of despatch when returning an item.
Placing an order
We ask you to complete the following simple steps to place an order:
- Add the items you wish to purchase to your shopping basket
- Go to secure payment
- We will then ask you to login in or if you are not yet registered with us you can do so at this stage
- Continue through our secure checkout function by entering your delivery address and selecting your delivery option
- Finally we ask you to enter your payment details. (If you have any worries please see How Secure is your website?)
Yes that is not a problem, simply 'get in touch' and select option 1.
Please Note: There will be a small administration charge of £1.99 to place the order over the telephone, and to ensure payment security there is a limit to the value of order we can take over the phone but the advisor will discuss this with you at the time.
Website Security is as important to us as the security of your personal details will be to yourself.
Our website is independently security audited by McAfee, we go through an intensive weekly security scan which tests for possible personal information access as well as links to dangerous sites, phishing and other online dangers.
Basically, the extended SSL certificate means all sensitive information is handled by pages on our site prefixed "https:" which means this information is encrypted via SSL, protecting it from interception by unintended recipients.
Paying for an order
You can pay online using:
- Visa Debit
- American Express
All card payments are handled by Datacash a leading global Payment Service Provider and we do not hold any card payment records ourselves. Datacash are compliant with the strictest Payment Card Industry (PCI) standards.
If you wish to pay via bank transfer then please 'get in touch' and one of our friendly customer care advisors will provide you with the relevant bank details.
Alternatively, you can pay by cheque and you should write your order number on the reverse of the cheque and post it to:
5 Kingsthorne Park
Houstoun Industrial Estate
Yes all orders must be fully paid before we will despatch the goods. For card payments this means your card will be charged when we despatch your order and not when you place the order. For cheque and bank transfer payments we must have cleared funds before we will despatch your order.
We will send you a confirmation email once you have placed your order and this will include an invoice / receipt.
If you can't find this then to print a receipt simply log into your 'My Account', go to the section View all Orders and click on shipped orders or open orders. You will see all orders that you have placed if you look for the relevant order number you require a receipt for, you will see a print icon which will allow you to print or save a copy of the receipt you require.
We have made it simple for you to send a gift without the recipient seeing how much you paid. When you are entering the shipping address there is a box for you to tick which indicates the order is a gift. You can then enter a brief message to the recipient and this will be printed on the order sheet.
The recipient will not see how much you paid but you can still see the cost of the order in your order history.
Sorry we are an online only retailer and this isn't possible as your order may be despatched from different warehouses.
You can purchase a gift voucher online buy adding them to your basket and then checkout out as normal.
The Gift Voucher should be applied at Checkout prior to selecting Secure Payment, once you have entered your code the discount will appear just above your total.
Please note discount will only be applied to the items purchased and not to any delivery charges.
Gift Voucher is valid for 12 months.
No, only one voucher code can be used at a time with any order.
If your Gift Voucher has expired we may still be able to help. 'get in touch' and we will try our best to assist you.
Customer Care Vouchers
The Customer Care Voucher should be applied at Checkout prior to selecting Secure Payment, once you have entered your code the discount will appear just above your total.
Please note discount will only be applied to the items purchased and not to any delivery charges.
A Customer Care Voucher is valid for 3 months.
No, only one voucher code can be used at a time with any order.
Unfortunately, once these customer care vouchers expire they cannot be reissued.
Amending or Cancelling an Order
As long as the order has not been despatched from our warehouse you can amend your order. You cannot do this online and will need to 'get in touch' and speak to one of our customer care advisers as soon as possible. If the order has already been despatched then the advisor will explain the process.
We are sorry to hear that you may want to cancel your order, please 'get in touch'. The order will be cancelled and refunded as long as it has not been despatched from our warehouse. If the order has been despatched you will be asked to refuse the delivery and once we receive the order back at our warehouse or we can track that the courier is returning it we will process your full refund.
Unfortunately, at present we are not able to offer this service, however, some of our couriers will leave the parcel in a safe place.
On the Home page you will find a 'My Account' section, once you log in you will be able to view all previous orders.
On the Home page you will find a 'My Account' section, once you log in you will see various options to choose from including Order History, from there you can click on all your previous orders.
Yes you will receive an email advising that your order has been despatched and providing your tracking reference and link to the courier tracking system.
We send emails automatically as soon as any order is placed, from experience we have found that a very small number of these emails may have gone into your junk folder so we would ask you to check there firstly. If it is there you can mark it as a safe sender for the future. If the confirmation email isn't in any of your folders then you should 'get in touch' and one of our Customer Care advisors will be happy to trace your order.
You will receive an email once the order has despatched from our warehouse this will provide you with all the relevant tracking details and a link to the courier's website. The only exception to this is Royal Mail where at the moment we do not have a trackable service.
If you have lost your email, simply login to 'My Account' and go to the section View all Orders and click on shipped orders. You will see all orders that you have placed if you click on the relevant order and then click show detail, you will then be able to view the courier that your order is with and the tracking reference again there is a link to the relevant courier website.
This status means that your order has been shipped and if showing completed then all items on your order are either despatched from our warehouse and on their way or you have already received your full order. You should allow up to 3 working days from the date the order has been marked as shipped for your parcel to be delivered.
For customers who opt for Standard Delivery we will despatch your goods within 2 days (excluding weekends and bank holidays) and these will be delivered by one of our courier partners on a 2 or 3 day service, so it will take up to 5 working days to get the goods to you.
If you have chosen Express Delivery then if the order has been placed before 2pm on a working day then the order will be despatched the same day and delivered the Next Working Day. If the order is placed after 2pm then it will be despatched the next working day and delivered the second working day after the order has been placed.
Working Day refers to the normal days our courier partners operate. This is typically, Monday to Friday and will exclude all bank holidays.
All orders over £39 have free standard delivery. Orders under £39 will have a standard delivery charge of £4.95. In both cases regional surcharges may apply but these will be shown on the shipping options page.
We show on the Checkout page how much more you would need to spend to qualify for Free Delivery.
If your order is more than £39 then Express Delivery will only cost an additional £2.99. If your order is less than £39 then Express Delivery will cost £7.94. In both cases regional surcharges may apply but these will be shown on the shipping options page.
These are charges which our courier partners charge us for delivering to specific areas of the United Kingdom and Europe. Depending on the courier service we need to use for your order, delivery addresses in the following areas may require us to make a customised delivery charge. If a customised charge is required this will be clearly indicated at the shipping options page.
G83, IV3-IV40, IV52-45, IV63, KW1-14, PA20-40, PH19-40, PH50
HS, IV41-51, IV55-56, KA27-28, KW15-17, PA41-49, PA60-78, PH41-44, ZE
Isle of Man
The courier selected for your order will be based on the weight and volume of your parcel(s). We regularly review our courier partner performance and we currently use the following partners:
Royal Mail; Hermes; Parcelforce, XDP; Tuffnells Express; DX Freight
Regretfully, there are a small number of occasions when our courier partners are late delivering orders. We firstly ask you to check the tracking information on your despatch confirmation email as it may now be out for delivery.
If your parcel is not tracking or doesn't appear to be on its way to you then please 'get in touch' and one of our advisors will endeavour to rectify the situation.
We deliver to Ireland, and most of Mainland Europe, please see our delivery page for further details.
Unfortunately at this time we can't provide timed delivery slots.
No signature is required for orders sent via Royal Mail or Parcelforce.
For orders sent with Hermes, XDP, Tuffnells Express and DX Freight a signature will be required.
Firstly have you received an email advising an item is unexpectedly out of stock? If not you can check your tracking reference on the courier tracker to ensure the number of parcels we have dispatched is what you have signed for as the courier may only have dropped off part of your delivery, this info can also be found in your 'My Account' on our website for this particular order. If none of these apply please 'get in touch' and one of our Customer Care advisors will assist tracking your parcel(s).
The despatch confirmation email will allow you to track your parcel through the courier networks. Some of our couriers will also send you an email and some may send you a text message (provided you put your mobile number on your order), however, these will always be in addition to our email.
We always wait 5 working days after your order was expected to be delivered before we will re-dispatch as on many occasions the order has just been misdirected to the wrong depot and is delivered later than expected.
Returns, Refunds & Exchanges
Yes you can return any item(s) that is not suitable or unwanted (and not damaged or faulty or a wrong item sent) for a refund, we must be notified within 30 days of delivery of the product. To do this please 'get in touch'. You can either return the item yourself for a full refund or we can arrange a courier to collect the item(s) but will deduct the cost of the courier from your refund. The item(s) to be returned must be in an unused and saleable condition.
We apologise as there has obviously been a slight mix up in our warehouse, please 'get in touch' as soon as possible and we will rectify the situation immediately.
We are very sorry to hear this, please 'get in touch' immediately and a Customer Care advisor will assist you. If you don't mind can we please ask you to send us a photo of the damaged / faulty item as it will help us improve our quality control and it can be used in our courier reviews.
To arrange a return whether it be unsuitable or there is a problem with an item(s) then you simply 'get in touch' to advise us you want to return an item. Depending on why the item is coming back then a member of customer care will respond with your options.
You will only have to pay for your return if the item is unsuitable or unwanted. If the item is proven to be faulty or damaged then we will cover the cost of returning the goods if we require the item(s) back.
Our returns address is:
Deans Industrial Estate
All returns must be logged and returned to us within 30 days of receipt, this is 16 days longer than the normal expected 14 days required by Consumer rights.
Exchanging a Product
Yes you can exchange an item for something else. Please 'get in touch' and one of our Customer Care advisers will be pleased to arrange the exchange.
Once you have informed us that you wish to make an exchange, you will need to return the item (at your cost), once we receive it back at our warehouse we will despatch the replacement item.
You can return the item yourself or we can arrange a courier uplift but you will be required to pay this cost. If the goods are higher or lower than the new item then a refund or payment will be made as necessary which will include the courier charge if required.
If you cannot wait until you have returned the unsuitable item then you can place a new order and go through the usual return procedure for the item you that is not suitable and we will issue a refund for that once returned.
Yes you will have to return the goods before you receive the new item unless you decide to send the goods back through the normal returns channel and place a new order for the new item.
Yes we can arrange collection for you and will be happy to advise on a cost, the cost will be deducted from any refund if necessary or a payment will be required to be taken when processing the exchange.
Your refund will be processed back to the payment method that you used when placing the order with the exception of any PayPal payment that is over 60 days. In this case you will be contacted by a member of Customer Care to arrange the refund to another method.
This will depend on why the refund was requested, in the event of cancellation the refund will be requested immediately and typically processed within 3-5 working days. In the event of a return the refund will be requested as soon as we have been advised of a return but not completed until either the goods are back at our warehouses or can be tracked with the courier as on their way back. In all cases once the refund has been completed our end you will receive an email confirming that it has been completed and sent to your payment method.
If your card has expired when we try to complete the refund we will contact yourself to arrange payment to your new card or at your request we could send the refund via a cheque but this will be made payable to the named person on the account and sent to the address on the account.
The refund will be processed back to the payment method that was used to place the original order but we would however be able to offer an exchange instead of a refund.
Yes if you have paid using PayPal we will in the first instance attempt to refund back to your PayPal account however if it has been 60 days since you have made the original payment we will not be able to complete the refund. In these circumstances we will contact you to arrange a different payment method to allow us to complete the refund.
If you have checked your account and the refund is not showing then you should 'get in touch' and we will check that the refund has been completed properly.
If you return the whole order or there is only 1 item on your order then you will receive your delivery charge back and only in circumstances where you only return part of your order will you not receive your delivery charge back.
Please Note: You will not receive your Express Carriage back if this option has been chosen.