Frequently Asked Questions
Need help or have questions? Take a look at our FAQs below.
Product Information And Availability
I need more information about a product, how do I find out?
Each item has a product 'Description' tab and a customer 'Review' section. These sections provide more detailed information about the product and also allow you to see other customers' reviews. On some occasions, there may be further information available in the form of a video.
If you can't find the information you require, you can always simply 'get in touch' and if our customer care advisors can't help, we will speak to our buying or merchandising departments.
I can't find the product I am looking for?
If you can't find the product using the menus on the website, try using our 'Search' option in the top navigation. Try searching with a particular word, e.g., if you're looking for a particular chicken dog food, type in 'chicken' and all chicken options will be available.
If you still cannot find a product, feel free to 'get in touch' and we will check if the item is available or help you find a suitable alternative.
How can I place a review on a product?
If you open the product page and go to the 'Reviews' section, you can click 'post review' to write a review.
Please note, you can only review a product you’ve purchased from us. You'll be asked to log in to your account before posting a review.
Your review will be visible on the site within 3 working days once approved by our monitoring team.
Product Availability
How do I know that a product is in stock when I place my order?
Each product page indicates the stock availability. If we have enough stock, the quantity will show as 10+.
Please note that this number is our best indication of the stock level, as it can change quickly due to high demand.
What does 'Available to Order' mean?
This means we are temporarily out of stock, but more stock is on the way. We will notify you when the item becomes available for dispatch.
The product I wish to order is out of stock, can you contact me when it's back in stock?
Yes, if an item is out of stock, you can click the 'Email me when available' option, and we will notify you once the product is back in stock.
Veterinary Products
Do I need a prescription for prescription pet food?
You do not require a prescription to purchase prescription food, but we always recommend that you consult with your vet before purchasing these items.
Can I return my Veterinary items?
Due to legal requirements, medicines may not be returned except to correct an error in despatch or in response to an "official recall". If an item is believed to be faulty, it should be returned for inspection and it may be necessary to forward it to the manufacturers for testing before replacements or refunds can be authorized. This does not infringe statutory rights. We advise customers to use an insured method of shipping and to retain proof of despatch when returning an item.
Orders
Placing an order
How do I place an order?
We ask you to complete the following simple steps to place an order:
Add the items you wish to purchase to your shopping basket
Checkout
Go to secure payment
We will then ask you to login in or if you are not yet registered with us, you can do so at this stage
Continue through our secure checkout function by entering your delivery address and selecting your delivery option
Finally, we ask you to enter your payment details.
Can I place an order over the telephone?
Yes, that is not a problem. Simply call us on 01506 605150.
How secure is your website?
Website security is as important to us as the security of your personal details will be to yourself.
Our website is independently security audited by McAfee. We go through an intensive weekly security scan which tests for possible personal information access as well as links to dangerous sites, phishing, and other online dangers.
Basically, the extended SSL certificate means all sensitive information is handled by pages on our site prefixed "https:", which means this information is encrypted via SSL, protecting it from interception by unintended recipients.
Paying for an order
What methods of payment can I use to pay for my order?
You can pay online using:
Visa
Visa Debit
Mastercard
American Express
Paypal
Vouchers
All card payments are handled by Braintree, a leading global Payment Service Provider, and we do not hold any card payment records ourselves. Braintree is compliant with the strictest Payment Card Industry (PCI) standards.
I don't want to pay for my order online, how else can I pay?
If you wish to pay via bank transfer, please 'get in touch and one of our friendly customer care advisors will provide you with the relevant bank details.
Do I have to pay for the goods before you will dispatch?
Yes, all orders must be fully paid before we will dispatch the goods.
I need a receipt, how do I get one?
We will send you a confirmation email once you have placed your order, and this will include an invoice/receipt.
If you can't find this, simply log into your 'Account' and go to the section 'Your Order History'. You will see all orders placed. Look for the relevant order number, and you will find a print invoice link, allowing you to print or save a copy of the receipt.
Can I collect my order in person?
Sorry, we are an online-only retailer, and this isn't possible as your order may be dispatched from different warehouses.
Gift Vouchers
How do I purchase a gift voucher?
You can purchase a gift voucher online by adding them to your basket and then checking out as normal.
I have a Gift Voucher, how do I redeem it?
The Gift Voucher should be applied at Checkout prior to selecting Secure Payment. Once you have entered your code, the discount will appear just above your total.
Please note that the discount will only be applied to the items purchased and not to any delivery charges.
How long does the Gift Voucher last?
A Gift Voucher is valid for 12 months.
Can I use more than one voucher code for my order?
No, only one voucher code can be used at a time with any order.
My Gift Voucher has expired, what can I do?
If your Gift Voucher has expired, we may still be able to help. 'Get in touch and we will try our best to assist you.
Customer Care Vouchers
I have a Customer Care Voucher, how do I redeem it?
The Customer Care Voucher should be applied at Checkout prior to selecting Secure Payment. Once you have entered your code, the discount will appear just above your total.
Please note that the discount will only be applied to the items purchased and not to any delivery charges.
How long does the Customer Care Voucher last?
A Customer Care Voucher is valid for 3 months.
Can I use more than one voucher code for my order?
No, only one voucher code can be used at a time with any order.
My Customer Care Voucher has expired, what can I do?
Unfortunately, once these customer care vouchers expire they cannot be reissued.
Amending or Cancelling an Order
Can I amend my order once it is placed?
As long as the order has not been dispatched from our warehouse, you can amend your order. You cannot do this online and will need to 'get in touch and speak to one of our customer care advisors as soon as possible. If the order has already been dispatched, then the advisor will explain the process.
How do I cancel an Order?
We are sorry to hear that you may want to cancel your order. Please 'get in touch. The order will be cancelled and refunded as long as it has not been dispatched from our warehouse. If the order has been dispatched, you will be asked to refuse the delivery, and once we receive the order back at our warehouse (or we can track that the courier is returning it), we will process your full refund.
Can I change my delivery address once my order has been placed?
Unfortunately, at present we are not able to offer this service. However, some of our couriers will leave the parcel in a safe place.