Frequently Asked Questions
PRODUCT RELATED ENQUIRIES
I normally shop in store, but can't find the product I am looking for. Can you add it to the site?
We have over 1,400 products currently on our website – but there are thousands more that need to be added, with us adding more every day! If you can’t find one of our products, get in touch via our social media or email us as firstname.lastname@example.org so that we can add your product to our priority list. We try to add requested products within 7 working days.
If you don't stock the product I am after, can you order it for me?
Probably! We work with several suppliers and smaller enterprises, so if there is a product that you would be interested in buying from us let us know so we can give you a quote. Get in touch via our social media or email us at email@example.com.
I work for a pet supplies company, and we were wondering if you would be interested in stocking our products in your store. Who can I contact?
We’re always interested in hearing about new products and looking to work with new companies. Whilst we can’t guarantee anything, feel free to let us know about your business by sending a product guide/list to firstname.lastname@example.org.
Store and delivery related enquiries
Why do you need my phone number/email?
We ask for these details so that we can contact you if there are any problems with your order.
When can I expect to receive my order?
Depending on your delivery option, it will generally take between 3 and 10 working days for you to receive your order. If we anticipate it being any later than this (due to us waiting for more stock, a supply issue, or postal error) we will try to contact you to let you know. You can find more information on postage and deliveries here.
Why haven't I received a confirmation email?
We send out an automatic confirmation email within a few hours of you purchasing a product. If it’s not in your main inbox, check your junk, spam and deleted folders of your inbox. If it’s not here, chances are you’ve made a typo when entering your email address so it’s been lost in the great internet universe.
I accidentally entered the wrong email - what do I need to do?
You’ll know if you have entered the wrong email because you won’t receive our confirmation email (don’t forget to check your spam) within a few hours of placing the order. That’s okay! As soon as you realise the error, please let us know by emailing email@example.com or calling us on 01482 585315 (please note, we are only able to answer phone calls during our store hours). We’ll be happy to update you on your order’s progress.
I accidentally entered the wrong address - can you help?
As soon as you realise that you’ve entered the wrong address, you need to get in contact with us. Provided your order has not been sent out yet, we will be able to change its destination.
I accidentally ordered the wrong size/colour/product - can you change it?
As soon as you realise the error, you need to get in contact with us. Provided your order has not been sent out yet, we’ll be happy to make the necessary amendments or remove it from your order (please note, however, you will be required to pay any price differences which arise).
Pet related enquiries
My dog is allergic to [insert a list of all allergens here]. Can you recommend a food that she/he can actually eat?
Of course! You can contact our team via social media or by emailing us at firstname.lastname@example.org. Send us the details of your dog’s allergies, and any additional information about your dog’s diet (like what food you are currently feeding them on, and any dietary preferences like dry or wet food).
I'm looking to buy a harness/collar/headcollar for my dog - where can I find the relevant size guides?
Whilst for many of our products we have already included a size guide, you can use our handy guides to locate your dog’s sizing.
My pet has a problem, can you advise?
Our staff are knowledgeable across several areas of animal health, welfare and nutrition. If you would like advice on food, toys or general care and wellbeing, you can send us a message either on our social media or via email at email@example.com. Please note, however, we are not an alternative to professional veterinary advice – therefore if you think there is something seriously wrong with your pet, or if we advise you that such might be the case, you need to consult your vet. We can not be held liable for any worsening or expense incurred from your pet’s position.