Frequently asked

Order before 2pm Monday to Friday and we dispatch the same day. Orders placed later, or at the weekend or on a bank holiday, go the next working day. With Next Day Delivery (Royal Mail Tracked 24), Royal Mail aims to deliver the next working day after dispatch. Free Standard Delivery (Royal Mail Tracked 48), when we offer it, aims for 2 to 3 working days. These are Royal Mail's targets, not guarantees.

Next Day Delivery is £3.99, or free when your order comes to £35 or more after discounts. When we run a free delivery offer, free Standard Delivery shows at checkout too. We deliver to England, Scotland and Wales, including the Highlands and islands. We cannot deliver to Northern Ireland, the Isle of Man or the Channel Islands at the moment.

Message us as soon as you can with your order number and what needs to change. Once an order has been dispatched we cannot change it, but it can still be returned.

Every order gets a dispatch email the moment it leaves us, and the tracking link is in it. If you cannot find it, check your spam or promotions folder first. You can also sign in to your account, where your order history shows the status of every order.

You will know when it has: every order gets a dispatch email the moment it leaves us, with the tracking link inside. Until that email arrives, your order is still with us.

Give it a day, as tracking can be slow to update after a parcel is collected. If it still has not moved, tell us and we will chase it with the courier.

Tell us as quickly as you can and we will try to catch the parcel before it leaves us. Once it is with the courier we cannot change where it goes.

Yes. Our gift cards come by email, so there is no delivery charge, and they never expire. You can send one straight to someone else with a message, today or on a date you choose. They are spent at checkout, in the discount code or gift card box.

Every product page lists its full ingredients and analytical constituents.

Suitability is stated on each product page, because it genuinely differs by product. We will not give a blanket age rule, because there is not an honest one.

Reseal after use, keep things cool and dry, and follow the storage guidance on the pack.

A five-point scale for how quickly a treat is eaten, so you can pick one that suits the session. Every training treat carries a level.

Treats are extra, so the main food usually gives a little. Amounts are product-specific and sit on each product page.

We do not promise a chew time, because no honest scale could - it depends on the dog. The Chew-O-Meter tells you how a chew compares to the rest of our range.

Yes - every product, every time, start to finish. Take the chew away once it is small enough to swallow.

Each supplement carries its own feeding guidance, and the Daily Serve tool on that product's page works it out from your dog's weight. There is no single ReoRolo serving.

Introduce anything new on its own, with a gap, so you can see how your dog gets on. If you are unsure, your vet has the full picture.

Yes. You have 14 days from delivery to change your mind, sale items included. If a pack arrived sealed, it needs to be unopened. Things that do not come sealed, like our Yak Bars, can come back too, but we may take something off the refund if one has been used. The Refund Policy has the details.

Message us with your order number and what is coming back, and we will reply with where to send it. Please post it within 14 days of telling us. Return postage for a change of mind is yours to pay.

Tell us what arrived and what was wrong with it and we will sort it out. You do not need to send a damaged item back before we help.

Within 14 days of your return reaching us, or of you sending proof of postage if that is sooner. It goes back to the way you paid. Cancel the whole order and we refund the delivery charge too.

If a pack arrived sealed and the seal has been broken, it cannot come back for a change of mind, for hygiene reasons. Things that do not come sealed, like our Yak Bars, can still come back within the 14 days. If we sent the wrong item, or it arrived damaged or is not right, that is different: message us and we will put it right.

Yes, within 14 days of buying it, even if it has already been sent. We refund whatever has not been spent on it. After that, gift cards cannot be refunded or exchanged for cash.