FAQ

Yes, you can place an order over the phone. All items 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.

We can deliver orders over £20.00 ourselves free of charge to local* postcodes. National delivery is free for orders over £75**. 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 all orders. * TS5,TS8,TS15,TS16,TS17,TS18. ** Some exclusions apply AB,IV,KW,PA,PH,HS,KA,ZE, Highlands, Northern Ireland, Republic of Ireland may incur additional delivery charges.

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.

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 24 Hour Tracked service options in the checkout. (Please note the 24 Hour Tracked service will not change the dispatch date but you would expect to get the item quicker than the 2nd Class service). Not everything listed is kept in stock and some items are ordered in specifically to satisfy your order.

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.

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.

We update the website on a regular basis, however some products are not suitable for delivery and are only available to purchase in the shop.

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

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.

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.

We run several exclusive in store loyalty schemes. Items purchased online are excluded. Items purchased on the Subscribe & Save scheme are also excluded. To join one of our in store loyalty schemes please speak to a member of staff next time you are in store. Burns - Buy 7 bags get 8th bag free. Harrys Grain Free, Harrys Superfood 65, Harrys Naturals, Super Premium, Connoisseur Cat - buy 9 bags get the 10th bag free. Loyalzoo - earn points on each purchase £1.00 =1 point. Points can be redeemed in store. *Pet food loyalty cards are reviewed monthly and archived if no purchases are made in any 6 month rolling period. We reserve the right to terminate the loyalty schemes without notice at any time.

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.

Yes of course we would love to meet your dog!