Frequently Asked Questions
We are always happy to answer any of your questions and queries, if you cannot find the answer here please contact us.
Q. How can I get in touch?
You can contact us via email at [email protected] or speak to our customers services team on 01565 740777.
You can also ask us a question via the website by clicking on the green “help” icon in the bottom right hand corner of the website. We will endeavour to answer your questions as soon as possible. At weekends this will be slower.
Alternatively you can contact us by post at 12 Dalby Court, Gadbrook Business Centre, Northwich, Cheshire, CW9 7TN.
For all contact please include your full name and order number.
Questions about Delivery and Returns
Q. When will I receive my order?
Dispatch of Orders: We aim to process and dispatch all orders placed before 3.30pm Monday-Friday on the same day. Orders placed after 3.30pm or at weekends or bank holidays will be dispatched the following working day. Your chosen shipping method will then affect when you will receive your order. See below.
Shipping Times: The shipping time will depend on the method of shipping you have selected at the checkout.
We offer Tracked 48 delivery via Royal Mail for orders up to 2kg. Orders over £39.99 are sent free of charge via Royal Mail Tracled 48 or Tracked 24 if your order is over £70.
Items over 2kg will be sent via DPD courier and will attract an additional postage charge (£7.99 Usually Next Day service ( 1-2 day service) , £16.99 Special UK Postcodes* two working day service, £16.99 Saturday Delivery).
All orders over £110 will automatically be sent via DPD courier or Tracked 24 at no extra cost.
We also offer a free Click and Collect service from our offices in Northwich, Cheshire (CW9 7TN). We are open from 9.00 to 4:30, Monday to Friday but we are flexible. Simply call ahead.
For more details and international delivery please see https://www.healthfulpets.co.uk/delivery-and-returns
Q. How do I know when my order has been dispatched?
Email notification will be sent once your order has been dispatched. Please double check your delivery address is correct and contact us straight away if not.
If in the unusual situation there is an issue with your order, such as an item is unexpectedly out of stock or there is an issue with delivery, we will make contact with you. In these instances, we will keep you update via email or telephone to confirm the progress of the order.
Q. What happens if I want to add something to my order?
If you wish to add something to an order which has already been placed please contact us as soon as possible after placing the order via telephone or email. If the order has not yet been processed we can add your additional items to the order. Please note that if your order has already been processed or if the additional items significantly increase the weight of the order you may need to pay increased postage costs.
Q. Do you have all the items that you sell on your website in stock?
Yes we do, apart from some of extra large sizes of Diet Dog Supplements, please contact us direct, so we can do a special order. Generally these items are shipped with 3-4 working days. If there is a delay with these orders we will notify you so you know when you are to receive your order. If you order one of these items along with one of the products that we sell, these will be shipped separately.
Q. I have put in the wrong delivery details
Please contact us as soon as possible after the order has been placed if you have entered incorrect delivery details. You can contact us by email or telephone. If your order has already been processed, it may not be possible to amend these details.
Q. How can I cancel my order?
Please let us know as soon as possible if you need to cancel your order. The easiest way to do this is to complete the cancellation form on our website. A link to the website cancellation form will be included in our Dispatch Confirmation. If you use this method we will e-mail you to confirm we have received your cancellation.
Alternatively you can contact us via email or telephone. If you send us your cancellation notice by e-mail then your cancellation is effective from the date you send us the e-mail.
Q. I ordered over a week ago and my order hasn't arrived
If you have not received your order please call us on 01565 740777 and we will try and track your order for you.
Q. Where can I order from internationally?
We are not able to ship internationally at this time, please see our website for further details.
Q. Can I return a product I have started to use?
No. Unfortunately we cannot accept returns for any items which you have started to use. If an item is unused then it can be returned. We appreciate that if you purchase something like a Ruff and Tumble drying coat then you will likely need to try this on your dog to check its fit. If unused and in a saleable condition it can be returned or exchanged.
Q. What do I do if I find a product is out of stock?
If you need to purchase a product which is out of stock please contact us by phone or email and we will be able to inform you of when we will be getting it back in stock.
Q. How can I return an item?
You have 14 days to return items from the date on which you receive your order. The easiest way to return an item is to fill in our cancellation form on our website. If you use this method we will email you to confirm we have received your cancellation.
For more details on returns please see our delivery and returns section on the website.
Q. I have received a faulty product
If you have purchased an item which is faulty, please contact us as soon as is reasonably possible, ideally immediately or within 30 days. Damaged items must be reported within 7 days of reciept. All pictures of damage, including the box and packaging, if applicable, must be provided. We cannot proceed with offering a replacement or a refund until evidence is supplied. Please do not disponse of the faulty / damaged item, as it may be necessary to return the item to us (at our cost).
Product Questions
Q. How do I use a Powder Supplement?
Powders are very easy for your pet to take. They can be mixed with your dog’s usual food or added to a liquid such as bone broth of kefir.
Q. How can I get my pet to take capsules or tablets?
If your pet is struggling to take a liquid capsule whole you can pierce the capsule and empty the contents onto your pets food. Alternatively if it is a harder tablet you could try breaking it up into small pieces or disguising it within a treat such as chicken, cheese, ham or other meat. Please see individual products descriptions for advice on this.
Loyalty Scheme Questions
Q. How does your Loyalty scheme work?
Our loyalty scheme allows customers to collect points and exchange 1000 points for a £5 discount voucher. There is no minimum spend to use this voucher. You can keep track of your points and redeem your voucher by logging in on our website and clicking on the 'Loyalty Points' icon in the bottom left corner.
Customers can redeem points for: shopping with us (5 points for every £1 spent excluding postage costs), signing up to our newsletter, creating an account, liking/following us on Facebook and Instagram.
Please see https://www.healthfulpets.co.uk/loyalty-scheme-information for more information.
Q. Why have my loyalty points for a purchase not appeared in my account?
It will take 21 days for points from a purchase to be available in your account. This is to account for returned items.
Q. How do I redeem my £5 voucher?
You will receive an email alerting you when you have 1000 points to exchange for a voucher. You can redeem your voucher by going to the Healthful Pets Rewards section on the website and going to 'Loyalty Points' and 'Redeem Points' to generate your discount code.
Other Questions
Q. How do I make an account?
To make an account please go to our website and click on 'My Account' in the top left corner, here you can login or select 'Create An Account'.
Q. How can I make a complaint?
If you wish to make a complaint please contact us directly via email, phone or post and we will do our best to deal with your issue.
Q. How do you use my personal information?
We are very careful when it comes to personal data and only use your personal information in accordance with our Privacy Policy. We do not keep any credit or debit card details, these are kept solely with the payment provider. Please take the time to read our Privacy Policy, as it includes important terms which apply to you.
Q. How do I apply a discount code to my order?
Once you have added the items to your basket go to the checkout. At the checkout see 'Apply Discount code' in green , click on the arrow next to it and a box will appear for you to input your code. Please enter your code here and enter. You should then see your discount applied to your cost breakdown. If you are having any difficulties applying your code, please contact us before the purchase is made. Please note that discounts cannot be applied after the purchase has been made.
