FAQs

Contact address  Cats & Dogs Ltd, PO BOX 679, CHESTERFIELD S40 9HL

Can I leave a telephone message out of hours? Yes, Phone: 08717 898 408 hours 10-3pm , we will call all UK customers back usually within 24 hours. It helps us if you also leave an e-mail address or second phone number.

How can I make an order?  We prefer to accept orders via our web site only.

What payments do you accept? We accept all major credit and debit cards (Mastercard, Visa, DUET, Delta, Switch, Solo). Secure servers offer Cats & Dogs customers the highest level of security when entering credit card details over the Internet. The SSL for Cats & Dogs Limited is Secure Hosting Limited. All credit/debit card purchases are subject to the normal validation checks and authorisation procedures adopted by the card issuer. Any refusal by the issuer of any payment card to authorise the payment to us, for any reason, will not render Cats & Dogs liable for any delay or non-delivery. Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations. In instances where the product has already been despatched you can arrange a return of the unused goods, however all return postage costs are to be paid by the customer.
We can accept payments over the telephone from customers who do not have the internet.

Can I order on line and pay by cheque or Postal Order? Yes simply print out the shopping basket from and post back with a cheque or postal order made payable to Cats & Dogs Ltd

How quickly will my order be despatched? We aim to ship your order on day of receipt. The cut off for same day despatch is normally 1.30pm but can be as early as 12noon depending on our workload. After this time your order is likely to wait until the following day. It is extremely rare for orders without outstanding queries to be shipped later than 24 hours after receipt.

How quickly will my order arrive?  We use Royal Mail first class post and 48 hour courier service for heavier orders. First class post normally arrives within a day or two & is not traceable. Courier services are traceable and require a signature upon delivery.

What happens if my order doesn’t turn up as expected? There are, unfortunately, rare occasions when delivery fails to meet expectations. In these circumstances we will do our utmost to find out where the package has gone astray and keep you informed. If your order has been shipped via carrier and hasn’t arrived on time it can always be traced.

I think my order is lost?  If the order was sent via Royal Mail the parcel may have been too big for your letter box. In this case Royal Mail will have left a card and taken the parcel to your local sorting office for you to collect. Royal Mail do not guarantee next day delivery for first class post. You must allow 15 days for a parcel to be classed a s missing. We will provide all details for a claim to be made from Royal Mail if the parcel gets lost.

What should I do if any of my goods are damaged?  Please let us know as soon as you receive your goods. We will advise the best course action. In some circumstances we will ask for the products to be returned for inspection. There are occasions when this is not necessary.
Some very small proportion of breakages must be expected. We cannot be held responsible for negligence or improper handling on the part of the Royal Mail, Carrier or other delivery or handling agencies. In general if serious damage has occurred in transit compensation can be claimed against the handler.

Returns  I am not happy with my purchase? We are happy for you to return your items within 7 days of receipt. We will credit you for the goods minus postage fees and 10% re-stocking charge. The goods must be sealed as new and fit for re-sale. The return cost of the goods is the customers responsibility and we recommend that you obtain a certificate of posting from the post office.( these are free of charge).

 
Security
Cats & Dogs Ltd take on-line security very seriously.

How do we protect your information?
We use a server certificate (also known as a digital certificate) to assure you of our identity and secure sockets layer (SSL) to encrypt data transmissions.
If you want to check our certificate/security you can do so using one of the following methods:
From your browser when you are in the payment screen of Cats & Dogs Ltd web site

Microsoft Internet Explorer 4 or later
Click on the gold padlock at the bottom right of your browser to bring up the details of this site's Digital ID.

Mozilla Firefox
Click on the yellow padlock at the bottom left of your browser to bring up the security information.

Opera
Click on the padlock within the address bar of your browser to bring up the security information.

The security measures described above ensure that all reasonable steps are taken to protect your personal information. However, the nature of the Internet means that an absolute guarantee of security cannot be offered, and you should be aware that there may be a small security risk in exceptional circumstances when disclosing information online.

Privacy
Cats & Dogs Ltd are committed to complying with the Data Protection Act 1998 .You can access our Website home page and browse our site without disclosing your personal data.

Cats & Dogs Ltd will not share your information with any other companies.

What if I pay over the telephone ?

Cats & Dogs Ltd do not store any customer card details of credit/debit card transactions any such information is disposed of securely.