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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.

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.
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.
Setting up a recurring order is simple. While you place your next order, you can select to make this a recurring order in the basket. Simply select "Yes". You can then select the interval at which you would like to be sent each individual product. You can choose to reorder an item every 7, 15, 30 or more days. You may choose different intervals for different products. You then continue placing and paying for your current order. Your card details are securely stored and as soon as your next order is due, our system places the order automatically, deducts the amount from the same payment card and sends you an email confirmation of this order.
You can review your recurring orders any time under "My Account" > "Recurring Orders".
We will securely save your credit or debit card details when you place your order. The same card will be used for any future recurring orders. Payment by Paypal is unfortunately not supported. If you need to change your payment method, please email us to cancel your recurring order. You will then have to set up a new recurring order.
You can cancel your recurring orders by emailing us at [email protected] up to the day when you're next order is due to be placed.
You may set up recurring orders for multiple items at the same interval or at different intervals. Please note that for the moment if you set up ITEM A to be delivered every 30 days and ITEM B to be delivered every 60 days, they will each be sent in a separate parcel, even if at any point the delivery date for this will be the same.
 
 
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.