FAQ/Help

Ordering

How do I make an order on your website?
“Making an order is very simple. Just find the products you would like to order using either the search bar or by using the navigation bar at the top. Add the products to your cart, and then click ‘checkout’. This will then take you to the different payment methods.”

How do I pay for my order?
“We accept all cards types, Paypal and Apple pay”

How do I change or cancel my order once it has been confirmed?
“If your order has not yet been processed by our warehouse call or send us a message and you can change or cancel your order for a full refund. If your item has already been collected by our couriers you can simply refuse to accept it when it arrives and it will be sent back to us”

Can I make an order over the phone?
“Yes, if you wish to make an order over the phone simply call us and we'll happily place your order for you, as well as answering any questions that you may have”.

Shipping & Delivery

What are the delivery costs?
"Delivery costs will vary. It will depend on the delivery company and the size/weight of the order and where you are based".

How long will it take for my order to arrive?
"This will vary on where you are based and what courier it goes with. For UK mainland, orders travelling with UK mail will have their order the next working day and orders travelling with Royal Mail can take 3-5 days. Overseas orders, travelling with UK mail can take 2-7 days and Overseas orders travelling with Royal Mail can take 3-10 days. All orders travelling with UK mail are fully tracked and require a signature".


What locations do you deliver to? / Do you ship internationally?
"We offer international shipping and therefore ship products to the UK and throughout Europe. Certain parts of the UK will incur an extra surcharge eg. Highlands and Islands". 

At what time will my parcel arrive? 
"Parcels can arrive from between 8 am to 6 pm. Orders travelling with UK Mail will have an hour time slot which will be sent to the customer as a notification". 


What should I do if my delivery comes and i’m not at home?

"Your order will either be left in a safe place or returned to the depot. You will be contacted by the courier to rearrange redelivery or collection. If the courier is unable to contact you, we will try to contact you".


Is there a way to track my order?

"Yes. If your order is sent on a tracked service, you will be provided with a tracking number via email. 

What happens if I don’t receive my order?
"You must contact us within 30 days of your order being dispatched and we will investigate the case. If there is no information received from the courier, about the missing order, we will happily offer a replacement or a refund. 

Will I need to sign for my parcel when it arrives?

"All orders travelling with UK Mail will require a signature".

Returns

How do I return my order?
“Simply fill out the return an item form located in the footer of the website (bottom of the homepage) All you will need is your order number and email address.

How long does it take to get a refund?
"Once you have received an email confirming your refund, please allow up to 7 days for it to process".

What do I do if my order arrives damaged?
"We advise you to take photographs of the parcel, exactly how it arrived and email them to us. What happens next will then be discussed."

General Pet Enquiries

What does ‘Hypoallergenic’ mean?
“Hypoallergenic' means that the particular pet food is a lot less likely to cause or trigger allergies in your dog. It may be easy to refer to this as 'anti-allergies”


My dog/cat is overweight, what is the best food to give it?
“If you feel your dog or cat has put on so much weight, where it's unhealthy, then giving them a light food is a great option. We stock many different brands for cats and dogs. If you have any questions, just get in touch”.

What food is better, dry or wet?
“It depends on your pet’s preference. However, wet food can be a great source of hydration whereas dry food is great for convenience and dental health - so both it ideal. It is good to give your pet a mixture of both as they are both healthy and good nutrition”.

Can I feed my puppy adult food?
“We wouldn't recommend this, as puppies need a lot of things to grow into healthy, happy dogs. Puppies need calcium for bone growth, protein for healthy muscle tissue, and lots of nutrients to allow them to grow into healthy adult dogs. Adult food contains nutrients for an adult dog, not puppies”.

What is ‘breed-specific food?


“Breed specific diets have their benefits as they contain ingredients which are tailored to the needs of that specific dogs. For example, Chihuahua food will have kibble adapted especially for their small jaws. However breed-specific food isn’t  essential, it's just as healthy to feed your dog a normal food. It's simply down to preference”.

How do I know how long a bag of food will last?


“By carrying out the following equation, you will get a rough estimation of how long the bag of food will last: Amount of grams in bag / Average amount of grams to feed = Days bag will last

 

Why go grain free?

Dogs are highly adapted to eat meat. Like all carnivores, they find it more difficult to digest grains. This is highlighted because they don’t have the enzyme called amylase in their saliva, which helps to break down these starchy carbohydrates.

We have eliminated all harmful grains from our treats to suit the needs of all dogs but in doing so we have increased the meat content so your dogs can get all the natural goodness they need to live a long and healthy life.

Grains such as corn, wheat and barley have been linked with canine allergies. With symptoms ranging from upset stomach to itchy/flaky coat. Even if your pet has no allergies these grains are significantly less digestible and have limited nutritional value when compared to meat, yet they are present in the majority of dog treats.