FAQ

Frequently Asked Questions

Can I place an order over the phone?

Yes, you can place an order over the phone. Any non stock (special order) items would need to be paid for at the time of ordering. When your order is in stock we will contact you to arrange collection or delivery. 01642 433439 is our contact number.



Do you deliver?

We can deliver orders over £20.00 ourselves free of charge to local* postcodes. National delivery is free for orders over £50**. It may not be possible to set a delivery date and time. We cannot set a date and time for any special order items which are delivered direct to your home address from the supplier. Items ordered from the website will incur the relevant carriage charge. We use Royal Mail for small economy orders under 2kg and UK Mail for next day service. Fully tracked with a timed slot. * TS5,TS8,TS15,TS16,TS17,TS18,TS19. ** Some exclusions apply AB,IV,KW,PA,PH,HS,KA,ZE, Highlands, Northern Ireland, Republic of Ireland may incurr additional delivery charges.



Do I need to be in to sign for my delivery?

No. Our couriers may be able to leave your delivery in a safe place or with a neighbour. Normally a signature will be taken or image of the location uploaded to tracking details. If you DO NOT want us to leave your parcel unattended please let us know. In most cases you will be text or emailed tracking details.



How long will my delivery take to arrive?

Most items can be dispatched within 3-5 working days. Special order items may take a little longer. Normally no longer than 7 working days. We do offer Click & Collect and Express service options in the checkout. (Please note the express service will not change the dispatch date but you would expect to get the item quicker than the economy service). Not everything listed is kept in stock and some items are ordered in specifically to satisfy your order.



How do I find product information?

If you need detailed information about a product we sell please ask, we will try our best to obtain the relevant information from the supplier.



Why can't I order everything you sell in the shop online?

Not everything has been added to our website and Ebay shop yet please bear with us we are still working on it! Some products are not suitable for delivery and are only available to purchase in the shop.



Is your online shop secure?

Yes. We use Paypal to process our transactions and we have SSL encryption on our website.



How do I return a faulty item?

If you buy a product that is faulty or damaged we will be happy to offer an exchange or refund. Please return the product to the store at your earliest convenience. If you need to post the item back to us we can supply a postage label for faulty items.



You don't stock the product I need, can you order it for me?

Yes. If we don't stock what you need we will certainly check if it is available through one of our suppliers and try our best to obtain it for you. We have access to 1000's of products through our wholesalers and direct supply chain.



Can I bring my dog to your store?

Yes of course we would love to meet your dog!



How does the Loyalty Scheme work?

We run several exclusive in store loyalty schemes. Loyalty purchases are only available in store. Harry's Grain Free, Super Premium, Super Food 65, Harry's Naturals, Burns, Carnilove and Acana are all on in store loyalty schemes. Customer cards are marked off on each in-store purchase and can only be redeemed in-store. Items purchased online are excluded. Items purchased on the Subscribe & Save scheme are also excluded.



Raw food deliveries

At the moment we can only offer local delivery on raw frozen pet food. We are not able to offer a national service due to the risk of defrosting in transit. Orders come into the shop on a Friday normally and will be delivered the same day when possible.



How does Subscribe & Save work?

Customers can now join our Subscribe & Save Scheme available across a number of departments and products. Weekly and monthly subscriptions are available and all will run until cancelled by the customer. The items are available for home delivery or to collect in store. Your Paypal account will be instructed to take the recurring payment and the website will auto generate an order. We still quote the same lead time for orders/delivery however as we can pre-empt your order we will always try our best to ensure the items are ready to be dispatched straight away. The Subscribe & Save scheme is run as a stand alone discount scheme and purchases do not count towards in store loyalty cards.