Q: Why are your products so cheap? It seems too good to be true...?
A: We manufacture them ourselves.
Yes, you read that right, we actually own the factory and we are NOT a pet shop, wholesaler or middleman like most other eBayers selling pet food…
We dispatch your order direct from our factory which means that our prices aren't inflated by middle men such as agents, wholesalers or retailers who have their own transport costs and margins to add to the cost. We also supply our products in very basic packaging which helps to keep the costs down.
Q: I am buying currently (insert name of dog food here). Is your dog food the same because it looks like it...
A: Whilst we do manufacture some 'well known brands', we aren't able to discuss what brands our formulas are also available as in shops, etc. You will need to compare the ingredients/nutritional analysis to make the comparison yourself.
Q: Please could you send me some free samples of dog food?
A: Sorry, but we do not send free samples out and we no longer sell samples in our eBay shop as the selling fees, payment processing fees, increasing Royal Mail Costs and closure of our Local Post Office have made sending samples too difficult and too expensive.
Q: Please could you recommend a food for my dog?
A: Please see the relevant page in our eBay shop if you need help choosing a food; or feel free to send us a short eBay message stating the breed, age, activity level and body condition of your dog and we will reply ASAP with a recommendation.
Q: My daughter / son /grandma /father's 2nd cousin / (insert random name here) is arranging a fundraising day, please can you send us some free bags of dog food?
A: Nice try, but no, sorry.
Q: I live near Huddersfield; Can I collect in person to save on postage?
A: Our Head Offices are located in Huddersfield, but our products are manufactured at our factory in Downham Market, Norfolk. We do not allow collection of any kind from our Head Office site as we do not any keep stock here at all.
Q: Can I collect from the factory in Norfolk to save on postage?
A: Our minimum order for collection is one tonne, which is 1000kg or approximately 66 x 15kg’s. If you wish to collect a pallet of food, we request that you have suitable transport for us to load you (i.e. a rigid vehicle, High Roof Transit or a vehicle with an adequate trailer). If you turn up to collect a pallet in a small van or car you will need to load your own vehicle.
Q: How much is the Shipping and Handling (Postage) Charge?
A: UK Mainland = £6.75 per 30kg parcel
Scottish Highlands and Northern Ireland = £11.75* per 30kg parcel
All prices include VAT, Insurance and Real Time Tracking.
We do not ship to any other areas, sorry.
*Shipping to Northern Ireland & Scottish Highlands includes a £5 per parcel surcharge. Contrary to some what some buyer’s may believe, we are charged an additional premium to send items to the Highlands and Northern Ireland, which is why the price for shipping to these areas is more expensive. Delivery may also take a further day or two as the parcel may need to travel via boat or plane. As per our Terms and Conditions, it is the buyer’s responsibility to ensure that the correct postage is paid. If you live in the Highlands or Northern Ireland then you should be aware of this fact, and if you wish to buy from us then a surcharge will apply to the shipping, as is stated in our listings. Please do not select or pay UK Mainland postage if you do not live in UK Mainland. We will not ship any order which has not paid the full and correct postage. It may take longer to deliver to the Highlands or Northern Ireland, but this does not mean buyers from these areas qualify for discount or cheaper postage. Any person who pays the incorrect postage and the refuses to pay the difference, or threatens us with negative feedback unless we ship at our loss, will be banned and reported to eBay
Q: What is your return policy?
A: For any purchase made via eBay, returns are accepted within 14 days of receipt and return postage is at the buyers cost.
Please call us on 0845 241 6986 if you would like to return anything.
Q: Do you combine shipping?
A: Yes, wherever possible. Please request a total from us by selecting 'request total from seller'.
Q: When can I expect my order to arrive?
A: We process orders daily and dispatch them Monday- Friday only. All orders are sent within one working day of purchase. Our cut off time for same day dispatch is 9.30am. Therefore, if your order is received after 9.30am, it will not be processed or shipped until the following working day.
Typical examples:
Order and payment received Monday 8am= Delivery Tuesday/Wednesday
Order and payment received Thursday 2pm= Delivery Monday/Tuesday
Order and payment received Friday 9.20am= Delivery Monday/Tuesday
Please note that regular delivery hours are 9am-5pm (which includes delivery to business addresses), but if a re-delivery; arrangements can be made with the individual courier to deliver between 7.30am and 9pm.
When your order had been picked and packed, you will receive a 'dispatch notification' email from us to advise you of your parcel tracking number.
Q. How do I track my order?
To track your order, please enter the parcel number from your email (this is received when your item has been shipped) in the UK DOMESTIC tracking facility at www.dhl.co.uk . If you need any help with this, please contact us.
Q: Do you ship internationally?
A: Due to the heavy weight of the items we sell, we only ship to UK Mainland, Northern Ireland and Scottish Highlands. If you are buying in bulk; pallets of food can be sent by hauliers all of the UK and Europe (France, Germany, Spain and Ireland, etc...)
Please note, these are just a few examples of some of the most common questions. Please don't hesitate to contact us via eBay messages if you have a different query!
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