Product Information And Availability
I need more information about a product, how do I find out?
Each item has a product 'Product Deatils' as well as a Ingredients Details ( were applicable) section. These tabs provide more detailed information about the product and 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' with our customer care advisors.
I can't find the product I am looking for?
If you can't find the product using the menus on the website try using the 'Search Option' on the top of all pages. 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.
How do I know that a product is in stock when I place my order?
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.
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.
Placing an order
How do I place an order?
We ask you to complete the following simple steps to place an order:
Can I place an order over the telephone?
Yes that is not a problem, simply 'get in touch' with our Customer Service Advisors on 01287 658167 (9am - 5am Mon - Fri)
Paying for an order
What methods of payment can I use to pay for my order?
You can pay online using:
Can I collect my order in person?
You can collect your order from our store, you will need to select the 'Collect in Store option when selecting your delivery option.
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 '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.
How do I cancel an Order?
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.
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.
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 'get in touch' 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. The only exception to this is Royal Mail where at the moment we do not have a trackable service.
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.
When will my order arrive?
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 3 to 5 day service.
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 and weekends.
How much will the Delivery charge be?
All orders over £45 have free standard delivery as long as the weight does not exceed 32kg. Orders under £45 will have a standard delivery charge of £5.25. In both cases regional surcharges or weight charges may apply but these will be shown on the shipping options page.
What are Regional Surcharges?
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.
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 'get in touch' and one of our advisors will endeavour to rectify the situation.
Returns, Refunds & Exchanges
I have receive the wrong item what do I do?
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.
My item is damaged / faulty what do I do?
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.
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.
What is the returns address?
Our returns address is:
C/O Customer Service Dept
Exchanging a Product
How do I arrange an 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.
If the goods are higher or lower than the new item then a refund or payment will be made as necessary.
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.
Will I have to return my goods before I receive the new item?
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.
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 warehouse. 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.
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.