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.
REGARDING YOUR ORDER
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.
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.
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.
- 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.
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.
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.
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.
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.
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.
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.
- Dry (and protected from rain or flooding)
- Secure from public access
- Accessible to our courier
- Porch with a door
- With a designated neighbour
- Wheelie bin
- Door step
- Gardens, yards & patios
- Over gates or walls
- Under benches or plants