FAQs

Product Information and Availability

Product Information

1. I need more information about a product, how do I find out?

If you find that you need more information about a product please don’t hesitate to go to our contact us page and we’ll be more than happy to help.

2. 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 the ‘Search  Option’ on the top of all pages. Try searching with a particular word i.e. if you’re looking for a particular chicken dog food; type in ‘chicken’ and all chicken options will be available to browse through.

If you still cannot find a product then we are happy for you to get in touch and we will check if the item is available to purchase or we will endeavour to find an alternative product we think will match your requirements.

Product Availability

If we have stock of the item you will be able to order the item, if its out of stock it will show ‘out of Stock’

Please note as we have many customers shopping at the same time and its is our best indication of the stock level.

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 ‘get in touch’ with our team on (0191) 482 2432

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
  • Maestro

How do i collect my order?

You collect your order from our store, Just come to our checkout and we will get your order for you.

Amending or Cancelling an Order

Can I amend my order once it is placed?

You cannot do this online and will need to ‘get in touch’ and speak to one of our customer care advisers as soon as possible.

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 you have not collected your order. If the order has been collected you will be asked to call back to the store and we will give you a full refund or exchange.

Exchanging a Product

How do I arrange an exchange?

Once you have contacted us to make an exchange bring the item or items you would like to exchange with you and we will have the items ready at our till to exchange for you.

Refunds

How long will my refund take to process?

This will depend on why the refund was requested, If you are just cancelling your order before collection then we can issue a refund straight away and this can take 3-5 working days. If you have collected the items then the refund will be issued once you return the items back to our store and again this can take 3-5 working days. All refunds will be returned on the card that was used in the purchase process.