Shipping & Returns
Updated: 12/10/2023
At Wag & Whistle, we are committed to ensuring a smooth and reliable shopping experience for our valued customers. Our shipping policy is designed to provide you with all the necessary information regarding shipping methods, delivery times, and associated costs. Please take a moment to review the following details:
Order Processing:
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Orders are typically processed within 1-2 business days from the date of purchase.
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You will receive an email confirmation once your order has been successfully placed and is being processed.
Shipping Methods:
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Main option - 'Standard Shipping' - Royal Mail Tracked (3-5 working days from date of order)
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Alternative choice - 'Local Delivery' - Our in-house delivery service that doesn't involve a third-party carrier and doesn't offer tracking. Presently, our service area covers a 15km radius from our headquarters in Alfreton, Derbyshire. When you enter your address during checkout, our system will automatically verify if you fall within this delivery zone. Please note that if you're outside of this range, the local delivery option won't be available.
Delivery Times:
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Estimated delivery times may vary depending on your location and chosen shipping method.
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We may, where possible choose to hand deliver your products depending on locality and location.
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Standard shipping within the UK typically takes 3-5 working days.
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Local Delivery typically takes 1-2 working days
Tracking Information:
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For your convenience, we provide tracking information for all orders (excluding local delivery).
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You will receive an email with tracking details once your order is shipped, allowing you to monitor its progress.
Shipping Costs:
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We charge £4.50 for standard shipping and £1 for local delivery.
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We occasionally offer free shipping promotions, so be sure to check our website for any ongoing offers.
Shipping Partners:
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We work with reputable shipping carriers to ensure safe and timely delivery of your orders.
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Our trusted partners strive to meet our high standards for reliability and service quality.
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We are constantly reviewing partner performance to ensure your products reach you safely and promptly.
Delivery Issues:
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In the rare event of delivery issues or delays, please contact us at hello@wagandwhistle.co.uk, and we will assist you in resolving the matter promptly.
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Wag & Whistle is not responsible for delivery delays caused by unforeseen circumstances or natural disasters.
Order Tracking:
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Tracking numbers are added to order once dispatched.
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To track your order, please visit your account area and select 'My Orders'.
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You will also receive an email notification informing you of dispatch. This email will also show your tracking number.
Returns and Refunds:
We hope you and your dogs are 100% happy with your purchase - but if not we offer a returns policy within 14 days of receipt of your order.
Refunds for the full value of the order are only done if the product is unopened/still new on it’s return - opened products can be returned, but will be weighed and only the portion received back will be refunded.
Return postage is paid for by the customer, except where there is evidence of a faulty or incorrect product being supplied. In those cases, we will send you a free returns label or simply send out the correct products depending on the circumstances.
We recommend using Royal Mail’s click and drop service to purchase your returns postage.
Although we are usually very quick, please allow up to 14 days after sending your order back to us to allow the returns process to be completed.
Full refunds will always be given where there is evidence the product is at fault.
Should you have any questions or require further assistance, please do not hesitate to use the contact us page on our website. We are here to ensure your shopping experience at Wag & Whistle is nothing short of exceptional.
Thank you for choosing Wag & Whistle for your pet care needs!
Jess & Sam - Owners, Wag & Whistle