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FAQs

Shopping online can be frustrating at times so we’ve tried to come up with all the possible difficulties you might face when ordering with us and provide you with the answers below.

WEBSITE QUERIES

If you are experiencing any problems such as placing and order, payment issues or any other problems please feel free to Contact Us and let us know the issues you are experiencing. Also, if you happen to get an error code please include this in the e-mail.
Please request a reminder of your password using the link during login and a reminder will be e-mailed to you. If this does not come through for you please click on Contact Us and select the option ‘Password Reset’ and we can reset that for you.

REGARDING YOUR ORDER

If you would like to cancel your order (or a recurring order) please click on Contact Us. Please provide your order number and we will reply with a confirmation to say this has been done for you. Please be aware that this can only be applied if the order is not already in progress at our warehouse.
Please click on Contact Us and select the option ‘Damaged Order’. Please let us know what is damaged and any other information. We will get back to you as soon as possible with a reply and rectify this for you.

Delivery time of purchased products depends on your location and designated shipping method selected when you placed your order. You can check your order confirmation email for an indication of when your order will be due for delivery. All orders received after our 11am deadline will be processed on the following working day. Working days are Monday to Friday only; we do not deliver or process orders on weekends or on bank holidays.


Orders weighing less than 15kg will be delivered via Hermes unless Premium DPD or Local pickup has been chosen. Orders weighing over 15kg will be delivered via Yodel again unless chosen otherwise. Items requiring special handling for example hazardous items such as sprays must always go with Yodel or fish tanks etc by a pallet courier service.

 
Payment is taken at the time of order. Once an order has been made the discount cannot be applied to the order any longer, unfortunately. We cannot refund or reimburse a discount if a code was not applied at the time of placing the order online. Discount codes and coupons can only be used through the website.
To request a return please Contact Us and our advisors will provide you with a unique returns number. Please package the return securely and ensure that you enclose a note with your unique returns number, your name, full address and contact number. We would advise that the return is sent back to us by a recorded method.
If you are unhappy with the item or have happened to receive the incorrect item please contact us and our Customer Service Advisors will rectify this for you.
Prescription orders are sent out in separate packages and from separate warehouses and so may be received separately. Although, they are not guaranteed to arrive on the same day the items will have been sent out and will be received a day or two after.
If your order has been received and you are missing an item please contact us and our Customer Service Advisors will rectify this for you.

REPEAT ORDERS

  • Never run out of your dog’s or cat’s favourite food, treats or medicines
  • Just choose how frequently you want your products delivered and we’ll automatically deliver them to you without you having to do anything
  • No ties - amend the frequency or cancel the delivery recurrence at any time (up to the next order despatch)

Once you set up a product as a repeat order, we will deliver it to you regularly. You choose the frequency (once per week to once per year) and we will place and deliver a new order for you with that frequency. 

You can choose to set up a repeat order when you are in the shopping cart. Just add the products that you want to purchase to the cart and, once you are on the shopping cart page, you will see a drop down menu for “Repeat Order”. It will initially be set to “No Repeat”. Click on the arrow and select the frequency with which you want the product to be delivered - you can choose different intervals between weekly and once every twelve months. Don’t worry, if you find that you want to amend the frequency at a later date, then you can change this in the “My Account” section of the website at any time.

Once you have selected your frequency, then proceed to checkout to place the order. Your product will now be despatched at the frequency requested.

You can view all your repeat orders in the “My Account” section of the website. Select “My Account” and choose “Repeat Orders”. This will then display all the repeat orders that you have set up. This area will show you the date upon which your next delivery will be despatched and the quantity that will be delivered.

You can amend the date that the next delivery will be despatched by amending the frequency in the drop down box.

If you wish to cancel your next order, then set the frequency to “No Repeat” and you will not receive any further deliveries. You can cancel the order in this way up until the day before the order is due to be despatched. If the order has already been despatched, then please contact our Customer Service team.

If you wish to amend the quantity of items that are delivered, then please amend the quantity through that drop down box.

Repeat orders are paid for by credit or debit card. Unfortunately, other payment methods are not available at this point in time. Once you have placed your first order, we will securely save your credit or debit card details. This card will then be used to pay for future repeat orders.

If you need to change your payment card, then please cancel the repeat order and set up a new repeat order for the same product using the new payment card.

If payment for a repeat order fails, then our Customer Service team will contact you in order to let you know and to offer support.

What price will I pay for repeat orders?

The price that you pay will be the price charged on our website at the time that the repeat order is placed. Orders over £29 will not incur any shipping fee; orders under £29 will have a delivery fee of £2.99 added to them as with all standard orders. You will be notified of the exact price that has been charged in your order confirmation email.

Can I set up multiple repeat orders with different delivery frequencies?

Yes, you can set up repeat orders for as many different products as you like. These products can be ordered with different frequencies and we will despatch each product in line with your chosen frequency. Each product will be treated as a different order and will be despatched in separate parcels, even if the despatch date of both products is the same.

How can I return a repeat order product?

Repeat orders can be returned in the same way that all other products are returned. To see details of our returns policy please click here.

When will my repeat orders be delivered to me?

We place repeat orders using your chosen delivery method. Therefore the delivery time durations applying to your chosen delivery method will be applied to your order. For example, if you choose Next-Day Delivery, if we place your repeat order today, you will receive the ordered item next working day at your chosen delivery address.

Will I get charged for delivery?

If the value of your repeat order is over £29, then there will be no delivery charge. If the value of the order is under £29, then you will be charged £2.99, in line with all orders under £29.

What if I change address or I change payment cards?

At this point if your details change, then you will have to cancel your existing repeat order and set up a new repeat order with the updated details. In order to do this, please log in to “My Account”, select “Repeat Orders” and cancel the order. Then, set up a new repeat order through the “Repeat Orders” drop down box in your shopping cart. Watch out for future changes here. As we improve our repeat order proposition going forwards, we will work on improving the simplicity of making these changes.

OTHER QUESTIONS

Yes, our website is extremely secure. We use an extremely powerful ecommerce package, which is behind state of the art networking equipment and firewalls. Every measure is taken to ensure that your details are always completely safe.
No. Your details will not be given or sold to any third parties.
You may return any items by following our returns and refunds policy. Click here to continue. Regrettably, prescription and non-prescription medicines such as flea and worming preparations cannot be returned and refunded.
 
A safe place is a location where the courier can leave your parcel if you aren’t in. You can indicate this in the checkout process, or the driver might leave the package in a safe place if you aren’t at home to receive delivery if the signature is not required. The delivery driver will only leave your package if they consider the requested location to be safe. If your package requires a signature, the driver will only leave your package with a neighbour, not at any other designated safe place.
The location should be:
  • Dry (and protected from rain or flooding)
  • Secure from public access
  • Accessible to our courier
Examples of a safe place include:
  • Shed
  • Greenhouse
  • Porch with a door
  • Garage
  • With a designated neighbour
Examples of places our courier might find unsafe include:
  • Wheelie bin
  • Door step
  • Gardens, yards & patios
  • Over gates or walls
  • Under benches or plants