Delivery information

Delivery Time

We dispatch all consignments on a next working day basis. Providing an item is in stock, we endeavour to dispatch all orders received by midday on the same day. We dispatch orders Monday to Friday and do not dispatch at weekends.

Carriage Charges

We use a variety of carriage methods to ensure that the most efficient service is always used for your selection, including Royal Mail First Class, Royal Mail Tracked and City Link. Our carriage charges depend on a number of factors including the weight and size of the consignment. Orders over £65.00 receive FREE delivery.

Tracking Your Order

If there is any delay in receiving your order and you would like to track it, please telephone our Customer Service number +44 (0)1628 822243 and we will be delighted to assist you with tracking all UK deliveries and resolve any problem with that delivery.

Payment

We accept the following credit and debit cards:

• Visa
• MasterCard
• Delta
• Maestro
• Solo

Paypal

Our website accepts payment via the PayPal gateway, however it is not necessary to have a PayPal account to place an order. If you do not wish to use a PayPal account, simply click the ‘pay by credit or debit card’ option at the checkout stage.

VAT

All our prices are inclusive of VAT.

Secure Payment Gateway
All card payments are taken through the Lloyds TSB Secure payment terminal or Paypal. This means you can have complete peace of mind knowing that your payment is being handled securely and efficiently. At the end of the checkout steps you will be taken to a secure Lloyds TSB Secure payment terminal or Paypal payment page where you will be asked to enter your card details. Dogrocks will then confirm your successful order via email.

Cookies
We use cookies, just to track visits to our website, but we do not store any personal details. For more information on cookies please contact us.

Protection
The Information you provide is used purely to process your order. If you check the ‘Add me to your mailing list” option we will advise you from time to time by email of relevant product offers.

Returns Policy

Here at Dog Rocks we want you to be delighted every time you shop with us. If for whatever reason you are unhappy with your delivery, then please contact us on hello@dogrocks.com and we will advise you how to proceed.

If any item of your order is damaged or not the item ordered we will replace the item, providing the original product is returned to us within 7 days of delivery. This does not affect your statutory rights.

If you’d like to exchange a product, return your order in its original condition along with a note explaining the reason for return and your request for the new product you would like exchanged. Your card will be charged/refunded any difference in cost.

This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our terms and conditions.

If upon receiving your order, you are dissatisfied for any reason whatsoever, and would like to return it and cancel your order, please send the product back in their original condition and we will reimburse you for the full value of your order less postage costs. Please ensure that the item is returned back to us within 7 days of the date the item is delivered to you.

You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for services carried out by us (for example, postage and packing, banking charges and the administration and labour incurred).

Should any item be returned back to us in a condition which we deem has been used we will be unable to accept your request to cancel unless the item arrives damaged or it is proved to be faulty by our returns department.

You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

Please send returned items to us here at Dog Rocks UK Distribution Ltd.:

Po Box 3380
Maidenhead
Berkshire
SL6 3WT
UK

Please ensure that the item is returned back to us in an unused condition unless faulty or damaged within 7 days of the date the item is delivered to you. For your protection we recommend that you use a recorded-delivery service.