Delivery, Payment Security and Refund FAQs
Delivery charges
Standard delivery is based on weight as follows to most UK addresses:
Up to 250g £2.49
250g to 500g £2.99
500g – infinity £4.70
Items delivered to the Highlands and Islands, EU and US are sent by post and charged at the following rates:
|
Weight
|
UK 1st class
|
UK 24hr courier
|
Highlands & Islands
|
EU
|
US
|
|
Up to 250g
|
2.49
|
7.00
|
2.49
|
5.00
|
5.00
|
|
250g – 500g
|
2.99
|
7.00
|
2.99
|
5.00
|
7.50
|
|
500g – 1kg
|
4.70
|
7.00
|
4.70
|
5.00
|
13.50
|
|
1kg - 1.5kg
|
4.70
|
7.00
|
5.75
|
8.00
|
19.00
|
|
1.5kg – 2.0kg
|
4.70
|
7.00
|
7.50
|
11.00
|
25.00
|
|
2.0kg – 2.5kg
|
4.70
|
7.00
|
8.75
|
14.00
|
31.00
|
|
2.5kg – 3.0kg
|
4.70
|
7.00
|
8.75
|
17.00
|
36.00
|
|
3.0kg – 3.5kg
|
4.70
|
7.00
|
8.75
|
20.00
|
42.00
|
|
3.5kg – 4.0kg
|
4.70
|
7.00
|
8.75
|
23.00
|
48.00
|
|
4.0kg – 4.5kg
|
4.70
|
7.00
|
11.70
|
26.00
|
56.00
|
|
4.5g – 5.0kg
|
4.70
|
7.00
|
11.70
|
29.00
|
62.00
|
|
5.0kg – infinity
|
4.70
|
7.00
|
15.70
|
32.00
|
68.00
|
We deliver by first class post through Royal Mail for weights up to 1kg and via courier for heavier items.
We send out orders from Monday to Saturday, 9am-6pm. You will receive postal deliveries from Monday to Saturday and courier deliveries from Monday to Friday.
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.
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 get an order confirmation?
We'll send you a confirmation email detailing the exact order received shortly after your order is placed.
When will my products be delivered?
We aim to deliver within 2 – 5 working days (excluding weekends 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.
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, our courier 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.
How long will it take to receive a refund from returned products?
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'll 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
SagePay
When payment is made through our website it is processed by SagePay Ltd, previously known as Protx. Sagepay are the UK market leader for processing card payments and are approved by all major banks. More details about SagePay can be found at www.sagepay.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 in to our SagePay 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.
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. However, you will not be charged until your order is ready for dispatch.
Should you require any further information regarding any aspect of how our online checkout works please call us on 0845 371 0966 (Lo Call rate 4p a min) or email contact@myitchydog.co.uk
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 or Safari. This means you cannot inadvertently place an order through an unsecured connection.
