We hope you can find the answers you are looking for on this page, but don't worry if you can't, just send us an email
click on the text in green for relevant questions
I am unsure what size to order?
Do you ship outside of the UK?
Can my order be shipped to another address?
How much are the shipping costs?
How can I pay for my order?
I have seen PETTASTIC on my bank statements, why?
I have seen Kipscombe Holidays on my bank statements, why?
Is this website secure?
When will my order arrive?
My order has not arrived?
We are not at home during the day?
I would like to Exchange an item?
How do I return an unwanted item?
My product is Faulty/damaged what shall I do?
I have not received any email notifications?
How does the loyalty discount work?
Dog park 4 slots for price of 3, how do I book?
Do you send out newsletters?
I am unsure what size product to order?
We always suggest you measure your dog carefully before ordering a product from us. Just because you have small dog does not mean that the small will fit. In most cases one size will fit your dog, but on occasions your dog maybe in-between sizes. Please refer to the product size guide or contact us for advice. Just a thought, order 2 sizes and then return the one that did not fit. It will need to returned as per our returns policy.
Do you ship outside of the UK (United Kingdom)?
Sorry we only delivery to the United Kingdom and UK Islands.
Can my order be shipped to another address?
To help combat credit card fraud we generally only send orders to your registered card address. The alternative is we will consider delivering to your place of work, but security checks will need to be carried out before we confirm your order. Please complete your order online as per normal entering your registered card address under billing address, then select delivery to 'Place of work' You can then enter your place of work delivery address.
How much are your delivery costs?
We offer competitive delivery charges to the UK. Free delivery maybe available, see our delivery page.
Our full Delivery charges can be found here DELIVERY COSTS>>
Which Shipping Zone am I in?
UK Zone 1 (UK mainland)- All areas of the UK which are not listed in Zones 2, 3 & 4
UK Zone 2 (Islands, Highlands & Northern Ireland) - All areas with postcodes starting: IV, HS, KA, KW, ZE, KA27-28, PA20-49, PA60-78, PH17-26, PH31-40, PH49-50.
UK Zone 3- All areas with postcodes starting: BT, IM, TR21-25.
Channel islands Zone 4- All areas with postcodes starting JE, GY, We are sorry but as these area's are not within the EU we are unable to dispatch orders to these locations
If the incorrect shipping is selected we may have to cancel your order, If you are unsure about the shipping charges please email us or give us a call.
Which Payment Methods do you accept?
All payments can be made securely online. We can accept credit/debit cards, payments by Bank transfer, Paypal (verified accounts) or cheque.
Telephone orders - sorry we do not have the facility to take payments over the telephone.
How do I pay online with my credit/debit card?
Stripe - Once you have added your chosen item(s) to your shopping basket and selected the appropriate delivery charge, simply click on the CHECKOUT Button, fill in your details in the required fields then click on the button marked 'debit/credit card', you will them be able to pay securely through the Stripe gateway. NOTE! payments via stripe your bank statement will show as Kipscombe Holidays. Cards accepted are :
How can I pay via my PayPal account?
Once you have added your chosen item(s) to your shopping basket and selected the appropriate delivery charge, simply click on the ‘CHECK OUT with Paypal’ button, complete your details, (your registered paypal address and paypal email address), then click the payment button. We will only deliver to your address as registered with paypal, it must also be a verified address. If you wish your order to be sent to your place of work please pay by alternative option.
How can I pay by Bank Transfer?
Once you have added your chosen item(s) to your shopping basket and selected the appropriate delivery charge, simply click on the ‘CHECKOUT’ button, fill out your details, and then click the button marked ‘Bacs payment’ you will then be able to pay by bank transfer, once we have received your payment we can process your order. Note! We are unable to dispatch any orders until we have received cleared funds.
How can I pay by cheque?
Once you have added your chosen item(s) to your shopping basket and selected the appropriate delivery charge, simply click on the ‘CHECKOUT’ button, fill out your details, and then click the button marked ‘Cheque payment’ you will then be able to pay by cheque, just send a copy of your order with your cheque to us. Note! We are unable to dispatch any orders until we have received cleared funds (3-5 days).
As well has taking payments on this website, we also run others businesses where we may use our paypal account for collecting payment. The other businesses we own are Kipscombe Holidays, Devon Banks campsite and Devon dog field. PETTASTIC may appear on your bank statement or paypal account.
As well has taking payments on this website, we also run others businesses where we may use our stripe account for collecting payment. The businesses we own are PetTastic, Kipscombe Holidays, Devon Banks campsite and Devon dog field. Kipscombe Holidays may appear on your bank statement.
Our website is safe to use
Card transactions are completely 100% safe, we & nobody else will get to see your card details.
Our checkout process is secure, see the green padlock when entering your billing/address details.
When you come to make your payment you will be transferred to a 100% secure server, you will then be able to make your payment via debit/credit card or paypal via their encrypted 128bit SSL secure server. Not Sure!! just look for the padlock logo at the top of your web browser window when making your payment. Once again, for all online orders we never get to see your card details and all online transactions are 100% secure. WE ARE COMPLIANT
Silver Shipping Service:- This is our standard service. We aim to dispatch these orders within 2 working days, and will generally be sent via royal mail 1st/2nd class or parcel post. These orders should arrive in 1-5 working days from dispatch.
Guaranteed Service:- we aim to dispatch these orders the same or next working day, and will generally be sent via royal mail or courier, these orders should arrive in 1-2 working days from dispatch. (* Zone 2 & 3, 2-4 working days)
Orders are processed, dispatched & delivered Mon-Fri only, occasionally Saturdays.
Next day delivery is Mon – Fri only, Saturday delivery is not available/ guaranteed.
Please allow up to 10 working days for your order to arrive before contacting us, particularly during busy times, Bank Holidays, Christmas etc...
We are sorry to here you order has not arrived.
If your order was sent via royal mail and nobody was at home to receive the order and it could not be left, a calling card should have been left. Please contact your local post/sorting office in the 1st instance. Please allow up to 10 working days for your order to arrive before contacting us, particularly during busy times, Bank Holidays, Christmas and new year etc...
If your order was a next day delivery order; some areas of the UK Zone 2 & 3, such as Northern Ireland, Scottish highlands and islands may take longer than 24 hours to delivery.
If nobody was at home to receive the order an attempted delivery card should have been left. Please follow the instructions on the card. If in doubt please contact us right away
We understand that many of our customers work during the day and are not able to be at home to receive their order. If you require your order to be sent to your place of work please see the Question "Can my order be shipped to another address" . You could always leave a note on your property for your order to be left somewhere you feel is safe and preferably dry on your property, e.g. porch or garage. If you choose to have your order left on your property this is at your own risk. We cannot be held liable for orders left at your property at your request.
If nobody is available to receive your order the Courier/Royal Mail should leave a calling card informing you of an attempted delivery. You should ring the number on the card to arrange re-delivery where available; if not available you can collect your order from your local Royal Mail/ courier depot.
It is the buyer’s responsibility to collect items where an attempted delivery has been made. Orders returned to us as uncollected will be refunded for the cost of the items on the order, but minus the actual shipping charges. You can ask for the items to be reshipped but a delivery charge will become payable.
Please email us regarding exchanging your order.
We offer a 14 day returns policy. Before returning any items you will first need to complete our returns form, click here for the form. Within the form you will need to provide your order number and the reason for the return. Once your completed form has been received, we will then issue you with a reference number and return instructions. We are unable to process returns by phone. All returned items must be returned unused, free of hairs and complete within its original packaging (unopened) to enable resale.
If you return an item and it fails to meet our criteria, we have the right not to refund your money and to hold on to the product until an additional delivery fee is paid to post the item back to you.
It is advisable that all returns are sent by a signed for service. Once your return has been processed and we have made a refund, we will email you with the details (refunds may take up to two weeks to process).
Note! Our packaging costs & delivery charges are not refundable - we also reserve the right to reclaim the actual shipping costs where the cost of delivery exceeded the standard rate charged for the order. Products that were market as Clearance are non returnable as these have been heavily discounted.
We are sorry to here your item is faulty or damaged; please email us with your order number and more details regarding the fault or damage. We will then contact you back.
When you placed your order you would have been asked to enter an email address, if you left this blank or filled it out incorrectly, we will be unable to send email responses to you. Please check your bulk / spam folder for emails.
We love loyalty. So for every £1.00 you spend you'll get 1 point worth 13p. When you have collected 8 points or more you can use them. They will need to be used within 1 months though, after this time they will be gone. They are non transferable. 8 points is worth approx £1.04 off your next purchase.
You will need to create an account for the loyalty points to work. Once logged in it will show 'Welcome; your name, Example: You have 16 Loyalty Points worth £2.08 (need at least 8 points to use them). When at 8 points or more and you are at the checkout stage it will show; Example 'You currently have 8 loyalty points worth £1.04 that you can use on this order' just hit 'redeem button' to use. NOTE! No loyalty points are awarded if taking our 25% off (4for3 offer). These points will be removed from your account. If you have redeemed these points in error we shall claim the amount back from you. We have the right to end our loyalty point scheme at any time.
If we have this offer running, 25% OFF (4 slots for the price of 3) book 4 sessions online use the voucher code and you'll get 25% off. Having trouble follow this procedure
1) Book 3 slots online, they do have to be booked all at once (I keep a record).
2) Message or text me your 4th slot, day and time you would like. Do not book the 4th slot online as I am unable to refund. All slots are for 50 minutes. All slots have to be booked /taken by the offer end date. NOTE! No loyalty points are awarded during our 4 slots for price of 3 (25% off). These loyalty points earnt will be removed.
Only If you have requested to be added by ticking a box. if you have then you may at times receive email newsletters from us or our other associated companies; you have the right to unsubscribe to these newsletters at any time.