Service Update - Thursday 1 May to Monday 19 May 2008
We regret that due to family circumstances at this time we are temporarily unable to offer our express delivery service and that your order may take a little longer to reach you than normal.  Please be assured that we will do everything possible to ensure our usual high level of service during this time. We apologise for any inconveneince this may cause and thank you for your understanding.

PAYMENT, DELIVERY AND RETURNS

 

Payment

 

Once you have selected your pet accessories please proceed to the checkout.  We accept all major debit and credit cards securely online via World Pay (a subsidiary of The Royal Bank of Scotland).  Your details are securely encrypted before transmission to the Worldpay system where your payment details are held securely.  We do not at any time have access to your card details provided in this way.  We can accept payment in Sterling, US Dollars and Euros - simply select the currency you require at checkout and the total order value will be converted for you.

 

Should you prefer not to give your card details online you may contact us by phone or fax on 0121-323 3200 (answerphone at certain times - please leave your name and number and we will call you back) with your order and payment details.  Alternatively, send order details with a cheque or postal order to the address on our Contacts page. 
You may find it easier to use the attached order form - click on the PDF icon. 

 

Please note, orders placed with cheque payment will not be despatched until the cheque has cleared.

 

Delivery

 

Subject to stock availability, we aim to despatch your order by the end of the next working day.  In the majority of cases orders placed before 1pm will be despatched on the same day.  Should any items be out of stock we will notify you of an estimated delivery time and you will be given the option of cancelling your order if the delay is not acceptable.

 

Standard delivery is charged at £4.25 per order.  This covers goods up to 30kg - orders above this total weight will be charged at £4.25 plus 20p per kilogram thereafter.  You will be notified before goods are despatched if the total order weight exceeds 30kg.  Larger items are sent by 48 hour carrier and a signature will be required.  Smaller orders are sent using Royal Mail 1st class postal service and may also require signature.  Your order should normally reach you within 3-5 working days although items to some outlying addresses in the UK may take longer to arrive. 

Standard delivery for small orders under £5.00 total basket value is charged at the reduced rate of £2.95.  These orders will be sent via 1st class mail.

Orders of £75 and above will benefit from free standard delivery to UK mainland addresses.  Should you prefer express delviery on these higher value items then simply add the express delivery charge of £7.95 to your shopping basket as normal.

In addition to our standard delivery service we also offer the option of express 24 hour delivery for those more urgent parcels.  This service is charged at £7.95 per order up to 30kg (plus 20p per kilogram thereafter).  Should you require this service simply select "Express Delivery" at the checkout.  Goods will be sent via Parcelforce 24 hour service or Royal Mail Special Delivery with guaranteed next working day delivery, signature will be required upon reciept.  Please note that orders must be placed by 12 noon to enable same day despatch with this service.

Delivery days for items sent by courier and special delivery are Monday to Friday only eg an item despatched on a Friday via 48 hour courier will not be delivered until the following Tuesday.  Saturday delivery can be arranged at a surcharge - please contact us before placing your order should this option be required.

Prices quoted above are for delivery to a single address on the UK mainland.  Please contact us for a quote for postal charges to none mainland addresses. 

If you have a particular delivery requirement please advise us at the time of ordering and we will endeavour to meet your requests.

We are pleased to also offer delivery of smaller items to Europe and the Rest of the World for £7.95 and £9.95 respectively.  These charges cover items travelling as small packets via airmail up to a maximum weight of 1kg.  Packages weighing in excess of 1kg but not more than 2kg will be charged at this standard small packet rate plus 20p per 20g thereafter.  You will be advised before despatch if this applies to your order and will be given the option to cancel if you so wish.  We regret that overseas carriage charges for larger items or those in excess of 2kg in weight are prohibitive and we would be unable to supply in those instances.

 

Returns

 

We want you to be happy with your purchase and any item may be returned for refund or exchange within 7 days of receipt.

 

Goods must be returned in original packaging and re-saleable condition.  Refund of the purchase price of the goods will be made via your original payment method.  You will not be refunded the original postage and packaging charge and will be responsible for the cost of returning the goods to us.  We recommend that when returning goods a recorded delivery method is used.  We reserve the right to charge an admin fee of £1.50 for the return of unwanted goods to cover credit card processing fees and other handling costs.

Goods requiring exchange will be replaced with the corresponding standard carriage charges as outlined above.

 

Faulty Goods

 

The pet products we supply have been selected for their quality.  In the unlikely event of receiving faulty goods please notify us within 24 hours of receipt.  You will be given the option of receiving a replacement or full refund.  If on return to us the goods are found not in fact to be faulty they will be returned to you and the appropriate carriage charged.

 

We will not be held responsible for any damage caused by you, for example, whilst assembling an item.

 

When wishing to make any return please contact us first for authorisation.