Delivery & Returns
Standard Delivery Charges:
Delivery of heavier items to EU and US
We deliver to the EU and US up to a maximum weight of 1.25 kilos. If you wish to place a heavier order please get in touch with us email@example.com and we can arrange a signed for Fedex delivery for you. This cost will be calculated based on weight and destination and emailed to you before we process the order. We will not charge your card for extra delivery charges without getting in touch first.
We deliver by Royal Mail tracked on a 2-3 day service and via Fedex for next day delivery.
We send out orders from Monday to Friday at 3.30pm. You will receive postal deliveries from Monday to Saturday and courier deliveries from Monday to Friday (except on bank and public holidays). Products may be delivered to an address separate from the billing address in a single delivery (including work addresses) but you won't incur additional delivery charges as a result. All courier deliveries must be signed for on delivery.
**Important note if you select the Next Day delivery option**
Next day deliveries can only be sent out on business days i.e. on Monday to Thursday (excluding bank holidays) in order to receive them in 24 hours. Orders need to be placed by 1.00pm to get on the courier for next day delivery. You are welcome to order on Friday, Saturday or Sunday but these cannot be collected by our couriers until the following Monday for delivery on Tuesday (or the day after if it’s a bank holiday).
For example: Order on a Friday and your parcel will be sent out on Monday for delivery on Tuesday. If for any reason we can't send out your order that day - i.e. because we're waiting on a stock delivery we will send it out as soon as we have it and refund the difference in the delivery charge.
Do you deliver or send products outside the United Kingdom?
Yes, we deliver to the EU and the US but not anywhere else for the moment.
How do I use a promotion code?
Add products to your basket in the usual way, then go to checkout. On the screen called "Enter payment method" enter your code, then click on “use promotion code”. The relevant amount will now be deducted from your total.
Will I receive confirmation of my order?
We'll send you a confirmation email detailing the exact order received shortly after your order is placed.
When will my order be delivered?
We aim to send out your order within 1 – 4 working days (excluding Sundays and bank holidays). If for any reason your order is delayed we will be in touch with you via the contact details you enter when you register with us. Your order will then travel via the method you selected when you ordered so please factor that time in.
Please help us by ordering in plenty of time!
We get your order out the door as fast as we possibly can, usually the same or next working day. But we can only do that once we have the order in our hot little hands, so please don't leave it until the last minute to put in your order. I know we're all guilty of it, me included, but if you can give yourself seven days lead time then you won't run out of chews, flea treatment or supplements.
We have set delivery options as follows:
Royal Mail Tracked and Fedex. These operate using standard courier and Post Office delivery times and are a guide only. Over 99% of orders will be delivered within this time frame but we cannot be held responsible for either the courier or Post Office taking longer than they state in their terms and conditions to deliver to you. Once we’ve waved your parcel goodbye it’s up to them to get it to you in the times they state they will. Please allow extra time for adverse weather conditions – blizzards in June etc!
All damages/shortages must be reported to us via our contact page, by email firstname.lastname@example.org or by phone on 0845 371 0966 within 24 hours of receiving your goods. Any later than this we cannot arrange a return/refund or redelivery. If an item is damaged, once received back at our store we will refund postage costs and send you a replacement. Please ensure you have evidence that your item has been returned, preferably via recorded delivery which can be verified by online tracking.
If it doesn't arrive back to us we cannot replace it.
* The Distance Selling Regulations state that all basic postage costs must be refunded but only if all the original contents were returned within the 30 day period. The basic postage cost applies for all orders.
Refund of postage does not apply to next day delivery.
What if I'm not in when you deliver?
Deliveries will usually be made Monday to Friday between 9am and 6pm (with the exception of bank holidays). If no one is in to take delivery, each time an attempt is made, the courier or postman will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products. If you have any problems please contact us.
Deliveries can be made to work addresses. If you are expecting a delivery and it hasn't arrived please look for a delivery attempt card on your mat or in with your post.
How long will it take to receive a refund for a returned order?
My Itchy Dog abides by the Distance Selling Regulations as laid down by the Office of Fair Trading. The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we'll consider the overall condition of the product being returned when making a refund.
We will refund the price of the item to the purchaser or exchange it as soon as it is received by us. Timings will, however, depend on the speed with which your credit/debit card company process the credit. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods but not for changing your mind.
Payment and Security – Secure Trading
When payment is made through our website it is processed by Secure Trading Ltd which is approved by all major banks. More details about Secure Trading can be found at www.securetrading.com.
At no point during the transaction will any of our staff be informed of your credit card details. Any orders taken over the phone are keyed straight into our Secure Trading terminal. They are never written down. Once entered into the terminal they are encrypted and it is impossible for us to retrieve them after they’ve been entered.
We also accept payment via PayPal.
3D Secure / Verified by Visa
Most of the banks and building societies have put a further security check in place. This is called Verified by Visa (for Visa transactions) and can be called different things by different banks. Others include Mastercard Securecode and 3D Secure. The card issuers have instigated this for your security and once you have it set up it offers increased security and peace of mind for you. You can pay by PayPal, Mastercard or Visa credit card, Maestro, Delta debit card or Visa Electron cards. Authority for payment must be given at the time of placing your order.
More information regarding safe online shopping can be found at www.shopsafeonline.org.uk.
Should you require any further information regarding any aspect of how our online checkout works please call us on 01903 256 373 (Lo Call rate 4p a min) or email us.
Our liability to you in connection with any order will not exceed the total price charged for the relevant items.
We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology, for example, version 3.0 or higher of Internet Explorer, Firefox, Google Chrome or Safari. This means you cannot inadvertently place an order through an unsecured connection.