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Frequently Asked Questions
Q. Who are Puddle Pet Care? A. Puddle Pet Care is a family run pet supplies business founded in January 2000. We are committed to providing a quality service where we put our customer's requirements first. The business was named after one of our three Border Collies, who was named after the Beatrix Potter character, Jemima Puddle-Duck. The "Puddle" part of her name was very appropriate when she was a puppy!! The "Pet Care" comes from the fact that we care very much about all animals. Meet the Puddle Pet Care team by clicking HERE. --------------------------------------------------------------------------------
Q. How quickly will I receive my goods? A. We aim to despatch most goods within 3 days but usually, small items (up to 4.5Kgs) are despatched by first class post on day of order if ordered before 10.30am Monday - Friday. Larger items are despatched by Parcel Force 48 hour service next working day. Where an item is listed with, for example, "Please allow 14 days for delivery", this is a maximum delay and we endeavour to despatch such goods as soon as possible. Should you require an item urgently please contact us by email or telephone prior to ordering. --------------------------------------------------------------------------------
Q. How much do you charge for delivery? A. For UK orders, we charge a fixed £1.99 for postage and packing. For overseas orders, delivery charges are based on the weight of the items ordered. To find out how much this will be please proceed to the checkout at which point the shipping charge will be calculated and displayed dependant upon the delivery address. --------------------------------------------------------------------------------
Q. I'm not in the UK, can I still order from your site? A. Yes, of course. Alll goods are priced in British Pounds (Sterling) and include Value Added Tax (VAT). If you are ordering goods for delivery outside the the European Community tick the "VAT Exempt?" during checkout. Delivery charges for overseas deliveries will be calculated during checkout and before you complete your order. --------------------------------------------------------------------------------
Q. How much do you charge for delivery outside the UK? A. Overseas delivery charges are based upon total weight. The actual charge will be displayed during checkout before you complete your order. --------------------------------------------------------------------------------
Q. How do I go about returning unwanted/faulty goods? A. Prior to returning any goods please contact us (click Returns Policy) stating your order reference, details of the goods to be returned and the reason for return. Please ensure that all items returned are sent by recorded delivery. All unwanted items must be returned in resaleable condition including all original packaging. You will be credited the original cost of the goods (not including the original postage and packing charges) within 14 days. Returns should be addressed to: Returns Dept., Puddle Pet Care, Unit A, 101c High Street, Selsey, West Sussex, PO20 0QL --------------------------------------------------------------------------------
Q. The product I want is not listed. Can you help? A. We are always happy to try and locate products for customers. We are also always looking for new products to add to our range. So please contact us with your requests. We can't promise to be able to help but we will try. --------------------------------------------------------------------------------
Q. What is your policy on packaging? A. At Puddle Pet Care we care about environmental issues as well as having happy customers. To this end you may find that your goods arrive in packaging which has been previously used. Our aim in doing this is twofold; firstly it requires less new material to be manufactured thus reducing energy and raw materials usage and secondly it helps keep our costs and therefore our prices to you down. Whilst following this in-house recycling policy we still endeavour to ensure that your goods arrive in perfect condition. --------------------------------------------------------------------------------
Q. I have a question about cat flaps, what do I do? A. See our Cat Flaps FAQ by clicking HERE . --------------------------------------------------------------------------------
Q. I have a question about pet water fountains, what do I do? A. See our Pet Water Fountains FAQ by clicking HERE .