Before contacting us please check the items you ordered - it is more than likely one of the items you ordered is a custom item. Some of the wicker pet bed products are made to order and require a 10 - 14 day delivery time. All custom / special order items are marked as such on the site.

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My order's been dispatched and not arrived yet

If you have received your dispatch email and your order hasn't arrived within the shipping time specified - firstly, if your order was sent by Citylink check to make sure they have not left an attempted delivery card. You can also track your order on their website at www.city-link.co.ukusing the consignment number in your dispatch email. Citylink will make a delivery attempt and then hold the item at the depot, where it remains until a customer calls the number on the card they have been left - you can either rearrange delivery or collect it from your nearest depot.

If your order was not listed as being dispatched via Citylink, it will have been sent via Royal Mail. Very occasionally, an odd parcel does seem to get lost in transit, but they always turn up eventually! If after seven days from the date of your dispatch email contact us quoting your Order Number and we will try to trace it for you.

Please note - claims for undelivered items sent by unsigned for services - typically orders under £30.00 in value - must be made within 14 days of the dispatch date.

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I work during the week - what happens if I miss my order?

If you work during the week, you can request in the comments box during the checkout process that your order is left with a neighbour or somewhere you feel is safe and preferably dry on your property, a garage or porch, for instance. You can always opt to have your order delivered to your work address or to a relative/friend's house who may not be working. If you don't have anywhere else the courier will leave a card telling you they tried to deliver your order and a date when they will try again. Alternatively, you can ring the contact number on the card and pick your order up from your local depot.

The Pet Store.co.uk cannot be held responsible for orders left at the customer's request on their premises.

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My order has arrived damaged

When you receive your order if there is evidence that the packaging is damaged and a signature is required, please sign and write the word 'damaged' on the form. If your order has been delivered by Royal Mail Standard Post or you find that an item is damaged when you open your order contact us within 48 hours and we will arrange a replacement. Please keep all packaging to return with the item. We cannot guarantee to replace items damaged upon delivery that are not reported within this timescale.

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Can I return an item?

You can return any item to us within 30 days of its purchase date under our "No Quibble Guarantee" providing it is unopened and in its original condition for a refund for the price you paid for the item. Post & Packaging is not refundable - we reserve the right to reclaim full shipping costs where the cost of shipping exceeds the post & package rate charged for the order. If an item is faulty please contact us before returning the item.

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How do I return something?

To return an item send it to: The Pet Store.co.uk, Rookhurst, Forest Road, Effingham, Surrey. KT24 5HD

Include your original invoice or a note with your Order Number so that we can trace who the parcel belongs to. Refunds are normally processed within ten working days - if you don't include an order number though it will greatly delay your refund.

We'll send you an email only when your refund has been processed - if you would like to know that an item has reached us please use a signed for service.

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I want to exchange an item for a different size

If you need a coat, for instance, in a smaller or larger size - please order the alternative size you require from the website. Please do not return an item with a note for an exchange as we cannot gaurantee stocks and a timely delivery. Return the size you no longer require for a refund as above and your card will be credited as per a normal return.

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I've not received any emails from you

The only reason emails are not received is if they are keyed in incorrectly, are not a valid email address, or there is an issue with the email account. It is essential you use a valid email address as all correspondence and information regarding your order or query will be sent to the email address you give. If you are sure the email address is correct - please check your settings on anti-spam software and check with your ISP that your mailbox is receiving mail, before emailing us again.

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My item is covered by a guarantee - how do I claim?

If you purchase a product that has a manufacturer's guarantee, it will state on the product packaging how long the guarantee is for and a guarantee certificate will be inside the packaging. Should you need to claim under the guarantee ensure you keep your original receipt and the guarantee card - and register with the company if required. Contact the manufacturer directly as instructed on the guarantee card if the unit becomes faulty.

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An item I have received is faulty

We endeavour to check, where possible, all items before dispatch to ensure they are working and correct. However, it is not possible with all items. Should you receive an item that is not working please contact us before returning it and we will gladly send a replacement. Post and packaging is not refundable should you opt to return an entire order rather than receive a replacement for faulty items within that order.

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I've returned goods and not heard anything yet

If we receive a returned package with no identification we will wait to see if anyone claims it - if you think you may have forgotten to enclose a slip with your Order number and Customer Code then contact us detailing the items that were returned, when you returned them and your Order Number and Customer Code. We will try to locate the parcel if we have received it. It may be that we haven't received your return - we recommend you use a recorded delivery service - but we cannot be responsible for returns that do not arrive.

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Do you produce a catalogue?

We don't produce a hard copy catalogue - our website is our online catalogue. We are purely an online retail shop and by automating as much as we can, we can offer discounts and savings to our customers.

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Can I place an order by Phone/Fax?

In order to maximise the discounts we can offer, orders and enquiries are accepted and provided online only. We endeavour to supply as much information as possible to assist you in your choice of products and to provide you with information on shipping schedules shipping costs, returns, etc. all of which are covered in the Help Desk section - if you require further information that is not covered in these easy to use sections, contact us and we will gladly help.

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I am a supplier and would like to send you information on our products

If you have a product you think we may be interested in, please mail details to The Pet Store.co.uk, Rookhurst, Forest Road, Effingham, Surrey. KT24 5HD or contact us online.