FAQ
We hope you can find the answers you are looking for on this page, but dont worry if you can't, just send us an email
Click on the text below for the relevant questions
Do you deliver outside of the UK?
Can my order be shipped to another address?
What are your shipping charges?
Do I qualify for FREE shipping?
What Method of payments do you accept?
When will my order be dispatched?
I have not recieved any email notifications?
Q: Do you delivery outside of the UK? (United Kingdom)
A: No sorry, We can only at present send to UK postal address.
Q: Can my order be shipped to another address
A: Generally we can only ship to your registered card address or confirmed paypal address. If you require your order to be sent to another address other than the billing address you will need to phone us, we may under certain situations ship to another address within the UK, but security checks will need to be carried out first.
Q: Who Qualifies for Discounts?
A: Special offer Discounts are only available for online orders, we cannot offer these discounts for phone orders. Sorry but this is due to the extra work involved with phone orders.
A: 1st we only sell quality products, that we would use on our own pets
2nd All our products are competitively priced
3rd Many other companies disptach in 2-5 days, we can dispatch your order within 24 hours (Mon-Fri)
4th We make it clear that an item is either in stock or out of stock, unlike others who may have to order it in without telling you.
5th We are a family run business and pet lovers, which means you get a great service from people who care.
Q : How much do you charge for postage within the UK
A: You will find our shipping charges are very reasonable.
Our shipping charges are based on the products weight and your delivery zone. As you add products to your shopping cart you will see the shipping price adjust acordingly.
Our shipping charges are close to what it actually costs us to send the product (in many cases it will be less), this enables us to keep our product prices low. While other businesses add the shipping price to the product cost thus making the product more expensive, with us, the more you buy the more you save in postage.
Zone 1: Shipping costs range from £2.95 to £6.95
Zone 2 & 3: Shipping Costs range from £2.95 to £8.95
FREE UK shipping when you Spend £101 or more, this will be via our Gold service*
Full details about our shipping costs can be found here>>>
If you live within our designated local area, postage is FREE, see below
Q: Can you tell me if I qualify for FREE delivery to your local area.
A; If you live in the postal area's listed then delivery is FREE what ever you buy, Tonbridge postal codes that qualify are - TN12 & TN17. At the checkout just enter the voucher code " 123498765 ". Please give us a call if you are unsure
Evening delivery for our local area: If you work during the day and would prefer your order delivered one evening, we can now offer you a Tuesday or Thursday delivery between 6-8pm, to select your preferred day and time slot please complete the form below after you have made your purchase. FORM HERE>>>
A: You can purchase items online via the secure server (SSL 128bit encrypted), or you can place an order via the telephone
Q: What methods of payment do you accept
A: We can accept payments by credit/debit card securely online by phone, by paypal account or by cheque or postal order.
Q: I would like to pay online with my credit/debit card
A: Once you have added your chosen item(s) to your shopping basket and selected the appropriate delivery charge, simply click on the CHECKOUT button, complete the required fields, then select the button marked 'Pay by debit/credit card' you will then be able to pay through the Sage Pay secure payment server (formally Protx). Cards accepted Visa, Visa Electron, Delta, MasterCard, Solo & Maestro.
Secure payments by
Q: I would like to pay via my paypal account
A: Once you have added your chosen item(s) to your shopping basket and selected the appropriate delivery charge, simply click on the CHECKOUT button, complete the required fields, then select the button marked Paypal, you will then be transfered to the paypal website for you to make your payment.
Q: is your website safe to use?
A: Card transaction are completely safe, all payment are made via a encrypted 128bit SSL secure server. when making your payment look for the padlock logo at the top of your web browser window.
A: Bronze Shipping Service:- This is our standard service, orders are dispatched within 2 working days and will generally be sent via royal mail 2nd class or parcel post, these orders should arrive in 3-7 working days.
Silver Shipping Service:- Orders placed before 10:30am are dispatched the same working day, orders placed after 10:30am are dispatched the following working day, these orders will generally be sent via royal mail 1st class/ parcel post or 48 hour courier, and should arrive in 1-3 working days. (* Zone 2 & 3, 2-4 working days)
Gold shipping service:- Orders placed before 10.30am are dispatched the same working day. Orders after 10:30am are dispatched the following working day. NOTE! orders must be placed by 10:30am for next working day delivery (*Gold shipping to Zone 2 & 3 addresses may take 1-3 days for delivery, so we cannot guarantee next day delivery to those addressess that fall within our Zone 2 & 3 post code areas, please contact us for more details).
Orders are dispatched Mon-Fri only, Next day delivery is Mon – Fri only, Saturday delivery will require an additional charge (please contact us).
Please allow up to 10 working days for your order to arrive before contacting us, particularly during busy times, Bank Holidays, Christmas etc...
Q: I placed an order but have not recieved an email notification about my order
A: When you placed your order you would have been asked to enter an email address, if you left this blank or filled it out incorrectly, we will be unable to send email responses to you.
Q: How do I return something (non faulty items)
A: Before returning any items you will first need to email us, click here . In the email you will need to provide your order number and the reason for the return, once your email has been recieved, we will then issue you with a reference number and return instructions. We are unable to process returns by phone. all returned items will need to be returned unopened and in their original condition to enable resale.
If you return an item and it fails to meet our critiria, we have the right not to refund your money and to hold on to the product until an additional shipping fee is paid to post the item back to you.
It is advisable that all returns are sent by a signed for service. Once your return has been processed and we have made a refund, we will email you with the details. (refunds may take upto 2 week to process)
Note! Shipping and Handling charges are not refundable - we also reserve the right to reclaim the actual shipping costs where the cost of delivery exceeded the standard rate charged for the order
A: We are very sorry to hear your item is faulty, please email us with more details
A: Yes we are. VAT number: 971 5936 82. VAT stands for Value Added Tax, this is a percentage which is charged on most goods or services within the European Union.
Our products include VAT, this includes our shipping charges. No other charges will be applied to your order. Should you require a VAT invoice for your order please contact us. If you have placed and paid for your order for delivery to the Channel Islands, you may be eligible for a VAT Tax refund, please email us and include your order number within your email.
Q: Do you sell dog or cat food
A: We are sorry, but at this time we are only offering a selection of tasty dog treats and chews. NOTE! We are considering delivering dog food to those that are local to us (Tonbridge & Maidstone in Kent) Please email us if you may be interested.
Q: What size collar would best fit my dog.
A: for your dogs collar size, just measure around the dogs neck loose enough to insert two fingers between neck and collar
If you are unsure of the correct size for your pet, please Email us at info@pettastic.co.uk
Local area evening delivery form: If you would prefer your order to be deliverd one evening, please complete the form below after you have made your purchase.
