Customer Services: 01769 736 637Customer Services: 01769 736 637

Frequently Asked Questions

General

We are a small family-run online Pet Shop located in North Devon, United Kingdom.

Please visit our Trustpilot page and click on the ‘Write a review’ link.

We strive to have excellent customer service but if you have any concerns or questions, please do not hesitate to contact us.

Find the product you want to review and click on the ‘Reviews’ tab. Here you will to be able to give the product a star rating and a review.

Frequently Asked Questions

Orders

Creating an account with us is optional, please use our streamlined guest checkout if you prefer not to create an account.

During the checkout process there is a tick box to allow you to create an account. Alternatively visit our My Account page where you can create a new account.

Currently we do not offer the facility to place orders over the phone, however if you need help, please call us on 01769 736 637 and we can go through the online ordering process with you.

We only keep a minimal amount of personal information on file which will be your name, address, telephone number and email address. We do not store payment information, all payments are handled by one of our payment processing partners PayPal or Stripe.

If you would like to cancel or change an order for any reason, please contact us by either calling 01769 736 637 or by sending us a message. Please make sure you have your order number to hand, so that we can swiftly locate your order.

If the order has not yet been shipped, we should be able to cancel it, so please contact us as soon as possible after the order has been placed. We will issue a refund back to the original payment method that you used to pay for the order.

If you have received an order confirmation email from us then your order has been placed. This email will be sent immediately but may take up to 15 minutes to arrive in your email inbox. If you have not received an email and you have an account, then you can check in My Account to see if the order has been placed.

If you have not received an email and do not have an account please send us a message. Please have the email address to hand and we will try to locate your order on our system.

Unfortunately we do not have an option to pre-order an item at this time, however if you would like to send us a message we will add your details to our waiting list and contact you when the item comes back into stock.

You will be able to enter a coupon code during the checkout process. Once entered and submitted the prices will be adjusted accordingly.

Frequently Asked Questions

Shipping

We currently take orders through the website for delivery to the following locations:

United Kingdom:
England, Scotland, Wales, Northern Ireland, Isle of Man, Scilly Isles, Scottish Highlands and the Channel Islands. Please allow an extra 1-2 days for delivery to the Channel Islands, Isle of Man, Scilly Isles and the Scottish Highlands.

We aim to deliver orders to UK within 2-4 working days from the day of dispatch but please allow up to 15 working days before contacting us.

Europe:
Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Gibraltar, Greenland, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden and Vatican City.

We aim to deliver orders to Europe within 5-10 working days from the day of dispatch but please allow up to 20 working days before contacting us.

Important Note: Shipping prices shown on this website DO NOT include any import VAT, duties or handling fees. The buyer is responsible for all additional charges. The customs authority and/or couriers within the destination country may decline to deliver your order until all due taxes and fees have been paid.

Worldwide:
Australia, Canada, New Zealand, Singapore, United Arab Emirates and United States of America.

We aim to deliver worldwide orders within 5-15 working days from the day of dispatch but please allow up to 25 working days before contacting us.

Important Note: Shipping prices shown on this website DO NOT include any import VAT, duties or handling fees. The buyer is responsible for all additional charges. The customs authority and/or couriers within the destination country may decline to deliver your order until all due taxes and fees have been paid.

If you would like to know how much shipping will be, click on ‘Add to Basket’ and the shipping charge will be displayed inside your shopping basket. Orders are calculated on the total weight of the shopping basket, during the check-out process the shopping basket will present you with the couriers available for your order and the price for each courier.

UK shipping is free for all orders over £50.

All orders are dispatched on the same or next working day. Orders received over a weekend will be dispatched on the following Monday or the first available working day.

Delivery time will depend on the shipping method chosen. All orders are despatched by either Royal Mail, Evri or DHL, we also have a Royal Mail Special Delivery option for urgent deliveries. (Please Note: Orders must be received before 2pm for Next Day delivery, any orders received after 2pm will be despatched the following working day).

Please allow an extra 1-2 days for delivery to the Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands & Islands.

If you want to change the delivery address for an order that has already been placed, then it is best to contact us by either calling 01769 736 637 or by sending us a message.

Frequently Asked Questions

Returns & Refunds

To return a damaged item, please send us a message, quoting your order number.

We firstly apologise that this is the case and will endeavour to fix this matter right away. Please send us a message, quoting your order number.

If you would like to return an item, please send us a message, quoting your order number.

Customers must cancel the purchase within 30 days starting from the day after the products are received. Unwanted products must be returned in their original condition and with all original manufacturer packaging.

Once we have received the unwanted products we will issue a full refund for the cost of the product and the original postage cost. Return postage cost is the responsibility of the customer.

As soon as we receive the returned item and checked that it has been returned in accordance with our returns policy, we will issue a full refund back to the original payment method that you used to make your purchase.

This refund is subject to standard bank clearing times and can take up to 7 working days to show in your account.

Free UK Shipping

on orders over £50

Same Day Despatch

on hundreds of products

Express Ordering

Streamlined guest checkout

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