COLLECTIONS:
WE ARE VERY SORRY, BUT WE STRICTLY DO NOT ALLOW COLLECTIONS IN PERSON, EVEN IF YOU LIVE LOCALLY OR WANT TO BUY SEVERAL BAGS AT A TIME. OUR FACTORY IS NOT RUN AS A 'SHOP' OR RETAIL PREMISES, SORRY!
WE DO ALLOW PALLET COLLECTIONS (FOR ORDERS IN EXCESS OF A TONNE)
POSTAGE & PACKING:
(i) All of our products are listed with the postage costs stated.
(ii) COMBINING POSTAGE: In the majority of cases, the maximum weight is 30kg per parcel. Unfortunately, eBay’s system does not calculate postage based on weight, so buyers may need to request a total before paying so that we can adjust the invoice.
(iii) It is the buyer’s responsibility to ensure that the correct postage price is paid. If a buyer pays an insufficient postage charge, the order will not be sent until the correct rate has been paid. Failure to respond to any payment request for additional postage will result in the original payment being refunded in full. If a buyer accidently overpays on postage, we will refund the overpayment as soon as possible.
(iv) Deliveries to the Scottish Highlands/Northern Ireland etc. incur a postage surcharge as is stated in the listing. Buyers from these areas will need to request a total before paying to enable us to adjust the invoice before it is paid.
PAYMENT:
(i) Please pay for your purchase within 7 days.
(ii) We accept Pay Pal, Cheques, Postal Orders and Card Payments over the phone.
(iii) Please allow time for your payment to clear (up to 7 working days for a cheque, and up to 10 working days for a Pay Pal eCheque).
(iv) All non payers will be reported to eBay and if no response or payment is received an unpaid item strike will be given and the buyer will be blocked from making any further purchases.
SHIPPING AND DELIVERY:
ROYAL MAIL DELIVERIES:
Smaller items such as sample packs and supplements are sent by 2nd Class Standard Service; therefore please allow up to 7 working days for delivery.
(i) LOST DELIVERIES: We always obtain ‘proof of posting’ for items sent via Royal Mail so we cannot accept any responsibility for orders that are 'lost' or 'stolen' in the post. We will be happy to provide you with all the necessary information for you to complete a claim with the Post Office if your order has not been received within 15 days.
(ii) DAMAGED DELIVERIES: If anything is delivered broken or damaged, the recipient can either:
a. Inform us of the problem asap, and return the broken or damaged order to us (at their cost), and we will then make a claim with Royal Mail ourselves and refund or replace the item.
b. Make a claim direct with Royal Mail themselves. This option will save both time, and the cost of returning the item to us. Simply ask your Post Office for a claim form and we will be happy to provide any information that is needed, including the original proof of postage.
c. Please note that Royal Mail will not compensate for damaged items unless the damaged item is returned to them for inspection- so if you are unable to send the item back to us or them, you CANNOT claim.
COURIER DELIVERIES:
All of our sacks of Animal Feeds/Pet Foods are sent by Couriers on a 48 hour insured and trackable home delivery service. In order to process, pick and pack your delivery, please allow up to 3 working days for your order to be delivered.
(i) Orders delivered by Courier must be signed for, unless you have given prior consent for the order to be left without a signature. If your parcel is left at your request, without a signature, you forfeit your right to make a claim in the event of loss or damage.
(ii) DELAYS: We cannot be held responsible for delays caused by the carriers and we do not offer compensation for late deliveries.
(iii) If your parcel has not arrived within 3 working days, and if no card has been received, please contact us and we will provide tracking information for the parcel. If a card has been received, you will need to contact the Couriers yourself to request a free re-delivery, as per the instructions on the card.
(iv) FAILED DELIVERIES: If a parcel is returned to us as undelivered because a buyer has exhausted all delivery attempts or because a buyer has failed to respond to a card/rearrange a delivery, we will be unable to re-send the parcel out again at our cost. The buyer will have two options:
a. To pay another delivery charge at the original rate paid and we will re-send the parcel.
b. To receive a partial refund. We will treat the return as an 'unauthorised return' and will process a partial refund only. This will be the original price paid, minus the original postage charge, and minus a £6.75 fee to cover the undelivered item charge from our carriers.
(v) DAMAGED PARCELS: If your parcel arrives damaged you must refuse delivery so that the courier can return your order to us and you must also contact us as soon as possible to let us know. If you sign for a damaged shipment we are sorry to advise that you will be unable to make a claim.
RETURNS:
Returns are accepted.
Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel an order at any time up to the end of seven working days after you receive the goods. However, eBay state that buyers should have up to 14 days to return an item, so we are happy to extend the legal requirement of 7 days, to 14 in order to comply with this policy.
To return anything, you must notify us in writing (including fax or email) within 14 days of delivery.
If the order has not yet been dispatched, we will gladly cancel it and refund any payment in full, but if you request to cancel an order after the goods have been dispatched or delivered to you, you must return the goods to us at your own cost, in their unused, original condition, and in the original packaging with any enclosed documentation to the following address:
Mad Dog Marketing
Victoria Mills
402-406 Wakefield Road
Denby Dale
Huddersfield
HD8 8RP
Please note:
(i) You must take reasonable care to ensure the goods are not damaged whilst in your possession or in transit. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Provided that the goods are in their original condition, we will refund your money, excluding delivery charges, within 30 days.
(ii) Returns will only be accepted if the goods are received by us in a re-saleable condition- i.e. goods must not have been opened or used.
(iii) Any orders which are sent back by a customer without our knowledge will be treated as an 'unauthorised return' will not be refunded.
(iv) Authorised returns will be refunded in the same manner that the order was paid for, within 7 working days.
OTHER INFORMATION:
We are able to supply VAT invoices on request, but the majority of our products are manufactured for working dogs, which means that they are VAT FREE. Our Shipping costs do include VAT at the current rate (unless shipped by Royal Mail which is zero rated).
If you have any other query which is not covered here, please don't hesitate to contact us.
Thank you for reading!
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