FREQUENTLY ASKED QUESTIONS

So you have got a question?  let’s have a look at this page. Your answer might be here. If it is not, please contact us through the contact page.

Product Information and Availability

Product Information

I need more information about a product, how do I find out?

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 ‘contact us’

I can't find the product I am looking for?

If you can't find the product using the menus on Our website, try using the 'Search’ option on the home page. Try searching with a particular word i.e. if you're looking for a particular lamb dog food; type in 'lamb' and all lamb options will be available to browse through.

If you still cannot find a product, then we are happy for you to 'contact us' 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.

How can I place a review on a product?

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 processed.

Product Availability

What does ‘Out of Stock' mean?

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.

The product I wish to order is out of stock can you contact me when it is back in stock?

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.

Orders

Placing an order

How do I place 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

·         Checkout

·         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?)

Can I place an order over the telephone?

No, for a security reasons, we cannot take the orders over the phone. You can use our fully secured and easy use website to make your orders.

Do I have to pay for the goods before you will despatch?

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 bank transfer payments we must have cleared funds before we will despatch your order.

I need a receipt how do I get one?

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.

My order is a gift; will the recipient see the cost of goods on their delivery note?

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.

Can I collect my order in person?

Sorry we are an online only retailer and this isn't possible as your order may be despatched from different warehouses.

Gift Vouchers

How do I purchase a gift voucher?

You can purchase a gift voucher online buy adding them to your basket and then checkout out as normal.

I have a Gift Voucher how do I redeem it?

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.

How long does the Gift Voucher last?

A Gift Voucher is valid for 12 months.

Can I use more than voucher code for my order?

No, only one voucher code can be used at a time with any order.

My Gift Voucher has expired what can I do?

If your Gift Voucher has expired, we may still be able to help. 'contact us' and we will try our best to assist you.

Amending or Cancelling an Order

Can I amend my order once it is placed?

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 'contact us'. If the order has already been despatched then we will explain the process.

How do I cancel an Order?

We are sorry to hear that you may want to cancel your order, please 'contact us'. 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.

Can I change my delivery address once my order has been placed?

Unfortunately, at present we are not able to offer this service, however, some of our couriers will leave the parcel in a safe place.

Order History

How do I view my order history?

On the Home page you will find a 'My Account' section, once you log in you will be able to view all previous orders.

Order Status

How do I view my order in my account?

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.

Despatch

Will I receive an email advising that my order has been despatched?

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.

I have not received my email confirming that I have placed my order why?

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 'contact us' and one of our Customer Care advisors will be happy to trace your order.

How do I track my 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.

My order status is showing 'shipping completed', what does this mean?

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.

Delivery

What do you mean by 'Working Day'?

Working Day refers to the normal days our courier partners operate. This is typically, Monday to Friday and will exclude all bank holidays.

How much will the Standard Delivery charge be?

All orders over $30 have free standard delivery.

We show on the Checkout page how much more you would need to spend to qualify for Free Delivery.

My order is past its expected date of delivery what do I do?

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 'contact us' and one of our advisors will endeavour to rectify the situation.

How long will I have to wait if my order has got lost in transit before you agree to send my order out again?

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

Returns

My item is not suitable can I return it?

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 'contact us'. 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.

I have received the wrong item what do I do?

We apologise as there has obviously been a slight mix up in our warehouse, please 'contact us' as soon as possible and we will rectify the situation immediately.

My item is damaged / faulty what do I do?

We are very sorry to hear this, please ‘contact us' immediately and we 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.

How do I arrange a return?

To arrange a return whether it be unsuitable or there is a problem with an item(s) then you simply 'contact us’ 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.

Will I have to pay for my return?

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.

How long do I have to return the product?

All returns must be logged and returned to us within 15 days.

Refunds

How will I receive my refund?

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 us to arrange the refund to another method.

How long will my refund take to process?

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.

My card has expired that I paid for the goods, how will I receive my refund?

If your card has expired when we try to complete the refund, we will contact yourself to arrange payment to your new card.

I received a gift and need to return it, who gets the refund?

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.

Will I receive my refund back to my PayPal Account?

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.

My refund is still not showing, what do I do?

If you have checked your account and the refund is not showing, then you should 'contact us’ and we will check that the refund has been completed properly.

Now take me back home page.