UK POSTAGE IS FREE ON ALL ORDERS OVER £29*,
and just £2.90 on orders under £29.
*Surcharges may apply to courier deliveries only (small
items are unaffected by this) to the following postcodes; IV, HS, KA27-28, KW,
PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE. Northern Ireland, IOM &
Isles of Scilly -postcodes BT, IM, TR21-25. This does not affect small orders
as they go with Royal Mail. If your order is affected by these charges (which
are levied by Parcelforce not us) we will call you. Alternatively you can
book your own courier to collect if you prefer. We agree this is not fair, but
as our carriers insist that as these areas are "remote" that the delivery costs
are higher - sorry.
How long does delivery take?
Couriers collect daily from our warehouse. We will email you at every stage
of the process, informing you of where we are with your order and when you will
be receiving it.
We aim to send all items out within 48hrs of payment being received
(Monday-Friday), but you should always allow up to 14 working days for delivery.
We will get your order out to you as soon as possible and keep you updated every
step of the way via email. The majority of orders arrive within 4-6 days.
Unless specifically stated otherwise, all our products are in stock for immediate
Items will be posted in padded envelopes or plastic mailing bags (whichever
is more suitable). Heavier items will be boxed and posted by courier (eg cages).
Our packages are all clearly marked with our company name and logos. If for
any reason you want your item sent secretly as a present for someone, please
let us know BEFORE we send it so that we can use plain packaging instead. We
pride ourselves on having the most fantastic products, service and postal rates
you will find. If you have any special requests, just get in touch - we are
here to help.
Im not in the UK - can I order?
Yes - we ship internationally three times a week. Just place your order in the
I dont want to pay for postage, can I collect?
Yes, no problem. Please give 48 hours notice that you are coming. Our business
address can be found on our contact page. Please note we dont allow collections
that are not pre-arranged.
For our full delivery policy click here
How do I know it is safe to place an order with you?
Our site is totally safe, it is hosted on a secure dedicated server (look for
the padlock icon as you go through the checkout process). We are an established
company who publish our full contact details on the site and you can contact
us any time by post, phone or email (be cautious of any "ecommerce"
sites which do not show any sort of real postal address (not PO box) or method
of contacting them other than an online form)
Do you keep a copy of my card details?
No, not at all. We can not see your password, card details or anything else.Your
card details are handled by the card processor - Protx - safely and securely.
We just get a list of card transactions and details of what you ordered.
Your site is asking me about some "Verified by Visa" / "3D
Secure" thing - what on earth is that?
Just as your order is about to complete, you may find that you are asked to
put in an email address or choose a password for your bank card. Please do not
panic, although it is nothing to do with our checkout or order process, this
new 'Verified by Visa" or "3D Secure" system is widely used
and is something your bank is insisting on you doing before you can use your
card online. It is supposed to reduce fraud but we do agree it is a bit of a
pain to go through. At no point do we see the password or card details - the
3D secure part of the checkout is literally just between you and your card issuer.
If you give up before you go through this, we wont get your order and you wont
get your stuff!
HELP - your payment system wont accept my card!
We are very sorry, this happens sometimes. Due to the increased security around
internet transactions, sometimes banks will decline card payments for minor
reasons such as;
- The billing address you gave is not exactly the same address the card is
registered at. They do now check every time that it matches.
- You have multiple cards registered to one address / multiple card declines
/ multiple names at address (this affects student halls of residence quite frequently)
- If you are living abroad and your bank card is registered to the UK - they
map the IP address you are ordering from and if it is a foreign one using a
UK card all sorts of red flags start waving. Best way of getting it to process
is to use a card from a bank in the country you are living in - order address,
billing address, and bank address all need to be in the same country (there
is a way round this though, see below).
- The list goes on, there are lots of reasons your card may decline, but there
are ways round this (see below)
What to do if my card declines?
- Email us to ask for a phone call to process payment. For some
unknown reason, cards which will not go through online due to "fraud risk"
(eg recent change of name after marriage) will go through perfectly over the
phone - plus then you get to speak to some of the cheerful staff at our warehouse
so its a bonus all round! We can also process overseas transactions and regularly
get calls from customers all over France and Spain processing UK cards from
foreign addresses with no problems (these same cards will not go through on
the internet system!)
- Or - if you have one, try another card.
I want to send a cheque - is that ok?
Sorry, we no longer accept cheques as a form of payment
We have a 100% satisfaction guarantee on ALL our items, plus we know it is
often hard to order just what you wanted online. As such we can offer refunds
or exchanges on anything you do not want. We really do want you to be thrilled
with your purchase. If for any reason you are not, then just return it for a
refund. For our full returns policy click here
Our site is totally secure. It is hosted on a dedicated server maintained in
a London datacentre. Look for the padlock icon as you go through the checkout
which displays our valid SSL security certificate. We do not store or directly
process any card numbers ourselves - these are handled by Royal Bank of Scotland
as part of Streamline who are our merchant service provider.
1. DESCRIPTION, PRICES & PRODUCT INFORMATION
We have taken care to describe and show items as accurately as possible. Despite
this, slight variations in items may occur as manufacturers regularly vary colours
and adjust specifications without prior warning. With cages, base colours and accessory colours frequently alter and will probably differ from the pictures shown. Please also take into account that monitors do display colours very differently from computer to computer and an item which looks pink on one screen may appear more red on another for example. If your choice of cage is pivotal on a particular colour being provided we would ask you to contact us before ordering as we do not cover return costs relating to items returned due to colour specifications. We provide you with product information as comprehensively
as possible, but if there is anything which you do not understand, or if you
wish to obtain further information on, please contact
our customer support department.
If, by mistake we have under priced an item, we will not be liable to supply
that item to you at the stated price, provided that we notify you before we
despatch the item to you. In those circumstances, we will notify the correct
price to you so you can decide whether or not you wish to order the item at
that price. If you decide not to order the item, we will give you a full refund
on any amount already paid for that item in accordance with our refund policy.
All prices are expressed inclusive of any VAT payable unless otherwise stated.
The price of an item does not necessarily include the delivery charge, which
will depend on the delivery method you choose, order value and your location.
The rate applicable for the delivery charge will be calculated at the time you
place your order, but this may be subject to change – we will inform you
if this is the case, and give you the option to cancel your order. Orders outside
the UK, the shopping cart will normally calculate correct shipping but if not
us to get a quote.
Normally all items shown on our website are in stock ready to be sent immediately. If
an item is out of stock it will be labelled out of stock on our website. Normally
we aim to supply products within 14 days from the point of order, however, we
reserve the right to deliver up to 30 days after order. If the item is on back
order, an e-mail will be sent notifying you of the delay. If we are unable to
supply the order within 30 days, you will be notified beforehand and given the
option to agree a new delivery date or receive a full refund of all monies paid.
We do our best to deliver the products ordered within 30 days or give a full
refund (see section 5).
3. PAYMENT AND ACCEPTANCE
If you buy an item from our website either online or over the phone you will
be charged for the item at the time you place your order. After this time, you
cannot amend your order (but please see our cancellation policy). Your order
is an offer to buy from us. Nothing that we do or say will amount to any acceptance
of that offer until we actually despatch an item to you, at which point a contract
will be made between us. At any point up until then we may decline to supply
an item to you. If we decline to supply an item to you and you have already
paid for it, we will give you a full refund of any amount already paid for that
item in accordance with our refund policy in section 5 below. Where items are
despatched separately, our acceptance of the order in respect of each item takes
place when that item is dispatched.
We aim to deliver most items within 14 days, Whilst we make every effort to
deliver all your items within 30 days of the date of your order, we shall not
be liable if we fail to do so in part or in full due to circumstances beyond
our control. We shall contact you to let you know if we are having any problems
getting an item to you within that time. If the product is a ‘special
order’ an extended delivery time maybe quoted at the point of order. If
we cannot meet the 30 day deadline to deliver the goods, we will inform you
before the expiry of the deadline. If we cannot agree a revised date for delivery
of the goods we will provide a full refund.
We can deliver worldwide however the 30 day delivery rule under the distance
selling regulations (2000:2006) does not apply, and certain international courier
companies may quote beyond sixty days for delivery. Delivery will be made to
the address specified when you complete the order. We use a variety of delivery
methods, depending on the size of the item you order and the speed with which
you wish to receive it. If you opt for premium delivery service this will be
refunded at the standard rate should your order be cancelled.
Sometimes a signature is required at delivery. By placing an order you are
authorising us to accept signature from another person on your behalf if you
need to sign for an item and you are not present at the time of delivery. For
some items that do not require a signature at delivery you may be able to give
instructions explaining if and where you would like the item to be left if no
one is present at the time of delivery, such as with a neighbour. We also use
third party delivery companies which may, at their discretion, leave an item
in a safe place if no one is present at the time of delivery. In these circumstances
the delivery company will put a card through your letter box explaining where
it has left the item.
Ownership of an item will not pass to you until we have delivered the item
to you (either directly, or by leaving it in a safe place or with a neighbour).
When an item is delivered, risk of damage to or loss of the item passes to you.
5. RETURN POLICY
We will happily refund or exchange products which are not quite what you wanted.
If you are entitled to a refund, we will refund you as follows within 30 days
from the point of being made aware in writing of cancellation or confirmed fault being
disclosed for the product: If you paid by paypal, debit/credit card, we will
refund you by the same method as the original purchase. We will refund the delivery
charge in full if you return all items in your order at the same time. If you
choose to keep some of the items, we will retain the balance of the delivery
charge that applies to the items you keep. Should you have received any promotional
free gifts or offers as a result of your purchase these must also be returned or may be charged for.
6. RETURN INSTRUCTIONS
We hope that you will be happy with your purchase but should you wish to return
or exchange an item please follow the instructions below.
6.1 Cancellation rights Non-faulty items
You have the right to cancel your order up to 7days (UK ONLY) after the day
you received the item(s) by sending an e-mail.
This does not cover business customers as this right is not extended to you.
Items sent to the rest of the world are generally non-returnable if they are
not faulty, any returns will be at customer service’s discretion on a
case by case basis. Please contact
us to discuss your situation.
Please note that your right to return an item does not apply to certain products
unless the item has a confirmed manufacturing fault (in which case see section
8.2 below). Such items include:
6.1.2 Perishable items, such as foods, treats and vitamins and supplements.
6.1.3 Animal grooming products
6.1.4 Flat pack items such as cages that have been partially or fully assembled
except for in the case of a proven and confirmed manufacturing fault.
6.1.5 Bespoke items, such as individually inscribed collars or any product
made or tailored to your specific needs.
6.1.6 Any item sold by us via any online auction site won by bidding (fixed
price items are not excluded).
If the item(s) have not been dispatched we will cancel the order and we will
refund payment in accordance with our refund policy in section 6 below. If the
item(s) have been dispatched to you and we are unable to stop the delivery,
you can refuse to sign for the delivery so that the item(s) are returned to
us and we will refund in accordance with our refund policy in section 6 below.
We request all products that are cancelled are returned to us at the address
below (see section 9) You will be refunded the original delivery and item cost
excluding any discount applied at the point of purchase. However, the
cost for the return postage is the responsibility of the customer.
1. Make the goods available for collection, we will gladly book a courier and
collect from UK Mainland (excluding highlands & islands) the goods this
will be charged at a rate of 12.50 GBP upto 30kgs volumetric weight (based on
either dimensions or actual weight). This will be deducted from the refund.
2. The customer can send the item(s) back. However, we require this to be via
a trackable signed for method.
You are legally obliged to take reasonable care of items. Please return an
item in its original and undamaged packaging with all of its components. If
an item is returned undamaged in its original and in or with undamaged packaging
we will offer you a refund in accordance with our refund policy in section 5
above. If you do not return the item as instructed within 28 days of cancellation,
we may make a charge in respect of the cost of recovering (or attempting to
recover) the item. If you do not return an item after our reasonable attempts
to recover it, you will be deemed to have accepted the item, at which point
a new purchase contract will be made and you will be charged for your order
at the price then set out on the original order. This does not affect your statutory rights.
We take great care under the sales of goods act 1979 to ensure our products
* Satisfactory quality
* As described
* Fit for Purpose
If the customer believes a product does not conform to these criteria and this is confirmed by us, the
customer has the right to request money back within a reasonable time. Please
services who will investigate the compliant immediately.
6.2 FAULTY & DAMAGED ITEMS
6.2.2 Damaged in transit
In the event your item arrives damaged please contact customer services
1. You will be required to sign for the item damaged - couriers of
larger freight items will not honour any damages claims unless these are clearly
noted at the point of delivery.
2. E-mail us with a written account of the damage
3. Attach photos of the damage.
4. If you choose to return an item rather than accept our offer of replacement parts you will need to cover the return cost.
Providing the conditions above are adhered to, we will replace parts
for damaged items where required. We will request the product is not assembled,
used or destroyed in the interim. This may affect your right to return the item.
We are not liable to provide a replacement in the interim or any claim resulting
in temporary loss of use or associated consequential losses. A claim will be
submitted to the courier company. They may choose to send out a questionnaire
or representative to your home. We would be grateful for your co-operation will
We do not offer warranties for any products supplied by us. Some items, but
not all, have manufacturer’s warranties. The information will be supplied
with the respective purchase and claiming against the warranty will involve
contacting the manufacturer directly. If a fault is caused by accident, misuse
or negligence, or it occurs outside the warranty period, it may not be covered
by the manufacturer's warranty
6.2.4 Spares and repairs
We are unable to offer a repair service, but in some cases, we may send out
spare parts if it is deemed necessary. We will not accept any claims for losses
you suffer during this time.
6.2.5 Faulty products
You will normally be asked to;
1. Send an email detailing the fault
2. Attach any photos that support this.
If you choose to return a product rather than accept replacement parts then you will be required to pay for the return.
Any faults that are judge to be as a result of misuse, wilful damage or negligence
will not be covered and any associated costs related to the claim may be charged
to the customer. Any item returned as faulty and found not to be faulty will not be refunded and will be returned to the customer.
If replacement items are provided in place of faulty goods that have been returned
by the consumer, the cancellation rights under the DSRs will run for seven working
days from the day after the day the consumer receives the replacement goods,
provided you have previously complied with the refund policy section 5
6.2.5 Lost in transit
A very small percentage of items sent are lost in transit. If this is the case
you will be offered and replacement or refund in due course – for UK items
this is normally after 14 working days have passed from posting. Please note
that all missing items together with customer’s names and addresses are
logged with the postal services, and addresses with a history of losses may
be investigated by the postal authorities. We will submit a claim for every
item lost in the post. In order for this to happen, we require you to;
1. Send an e-mail to us detailing the item did not arrive.
2. Complete a questionnaire sent by the courier.
The postal autorities will attempt to locate these missing parcels, many of
which are trackable by our unique identifiers on the parcels. Should your item
arrive belatedly after a missing claim has been submitted we would ask you to
contact us as a matter of urgency. Taking delivery of an item you are aware
a lost claim has been submitted for is viewed as postal fraud by Royal Mail.
If you are in breach of these Product Terms & Conditions and we choose
to ignore this, we will still be entitled to use our rights and remedies at
a later date or in any other situation where you breach these Product Terms
& Conditions. We shall not be responsible for any breach of these Product
Terms & Conditions caused by circumstances beyond our reasonable control.
8. Customer Services
If you have any queries, please contact
us via one of the options on our contact page.