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General Order Information
All orders received Monday to Friday (excluding Bank Holidays / Christmas) will be processed within 3 business days providing that the item is in stock. Items not in stock (back-ordered) will be dispatched as soon as they become available. If it will take more than 5 working days to get the item in stock we will email you to let you know. Orders received after 5pm Friday and on Bank Holidays will be processed on the next working day.

To keep shipping costs down we post out all items on Tuesdays and Fridays, this allows us to use bulk shipping rates and able to offer our low charges.

Please check our main page for any holiday closure information (Christmas, public holidays etc).


Mainland UK Delivery
Our shipping to mainland Britain is £2.99 for your first item and an additional £1.50 for each additional item. For an additional £1.10 you can add the "Signed-For" option.

Delivery will normally take 2-5 days though please allow up to 14 days for delivery in some cases. If after 14 days your order has not arrived please email us at once so we can investigate and send out a replacement if required.


International Orders
While we do ship around the world we can not give an accurate delivery time and could take up to 28 days depending on the time of year (Christmas etc).


Customs & Duty
As the customer it is your responsibility to follow and obey the regulations set out by your country. Parcels may be subject to import duties and tax, which are levied once a shipment reaches your country. Any additional charges for customs clearance are the customers responsibility. Unfortunately we have no control over these charges and cannot predict the amounts charged.


Payment
All orders will be charged in pounds sterling and the amount debited to your credit or debit card will depend on the exchange rate on the day of the transaction. Customers should check with their own credit card company to ascertain the exact exchange rate, as this can vary greatly between different card providers.

At present we only accept payment via PayPal.


Returns / Refunds
Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below

* Products which have been personalised for you, such as but not limited to tags and collars
* Perishable goods such as food and treats.

It is important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused.

We'll refund any delivery charges you've paid if you return an entire order (UK orders only)

This does not affect your statutory rights.