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?
What Method of payments do you accept?
When will my order be dispatched?
I have not recieved any email notifications?
Do you delivery outside of the UK? (United Kingdom)
No sorry, We can only at present send to a UK postal address. We are unable to dispatch order to postcodes starting JE or GY
Can my order be delivered to another address
A: To help combat credit card fraud we generally only send orders to your registered card address. We may consider delivering to your work address but security checks will need to be carried out first. Please complete your order online as per normal entering your registered card address under billing address, When the checkout has been completed you will be provided with a link to a page where by you can enter you work address.
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.
1st we only sell quality products, that we would use on our own pets
2nd All our products are competitively priced
3rd Delivery options based on how soon you require your order
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.
How much do you charge for postage within the UK
You will find our shipping charges are very reasonable.
Our shipping charges are based on your delivery zone, which you simply select at checkout.
The more you buy the more you save in postage.
Zone 1 (UK mainland): Shipping costs range from £2.49 to £3.99 for our standard delivery, £4.99 for 1-3 day delivery & £6.99 for next working day
Zone 2 & 3 (Islands, Highlands & Northern Island): Shipping Costs range from £2.49 to £3.49 standard delivery for orders up to 2kg, over 2kg £6.99. £6.99 for 2-4 days & £8.99 for 1-2 day delivery
Full details about our shipping costs can be found here>>>
If you live within our designated local area, postage is reduced, see below
Can you tell me if I qualify for the reduced delivery.
If you live wthin our local area; Boughton Monchelsea, Chart Sutton, Harrietsham, Headcorn, Horsmonden, Lenham, Linton, Marden, Sissinghurst, Staplehurst, Sutton Valance then delivery will be reduced. Area's are in the Tonbridge & Maidstone area's of Kent, Please give us a call or send us an email for more info
You can purchase items online via the secure server (SSL 128bit encrypted), or you can place an order via the telephone
What methods of payment do you accept
We can accept payments by credit/debit card securely online or by telephone, we also accept cheque or postal orders. To keep our cost down we have stopped accepting paypal
I would like to pay online with my credit/debit card
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
I would like to pay via my paypal account
Paypal currently not accepted. 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.
Card transactions are completely safe, we never store or record your card details. When you come to make your payment you will be transferred to a 100% secure server at Sage Pay (formally known as Protx) you will then be able to make your payment via debit/credit via their encrypted 128bit SSL secure server. NOT SURE!! just look for the padlock logo at the top of your web browser window when making your payment.
If you should choose to pay via PayPal, they too have their own secure servers and are 100% safe to use.
Once again, for all online orders we never get to see your card details and all online transactions are 100% secure.
Silver Shipping Service:- This is our standard service, we aim to dispatch these orders within 48 hours and will generally be sent via royal mail 1st/2nd class or parcel post, these orders should arrive in 1-7 working days after dispatch.
Guaranteed Shipping Service:- We aim to dispatch these orders the same or next working day, these orders will generally be sent via royal mail or DHL courier, and should arrive in 1-3 working days after dispatch. (* Zone 2 & 3, 2-4 working days)
Gold shipping service:- Orders placed before 10.00am are dispatched the same working day, these are generally sent via royal mail special delivery, DHL or Parcelforce courier. Orders after 10:00am are dispatched the following working day. NOTE! orders must be placed by 10:00am 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 processed & dispatched Mon-Fri only, Next day delivery is Mon – Fri only.
Please allow up to 10 working days for your order to arrive before contacting us, particularly during busy times, Bank Holidays, Christmas etc...
My order has not arrived?
We are sorry to here you order has not arrived. If your order was sent via royal mail and nobody was at home to receive the order and it could not be left, a calling card should have been left. Please contact your local post/sorting office in the 1st instance. Please allow up to 10 working days for your order to arrive before contacting us, particularly during busy times, Bank Holidays, Christmas and new year etc... If your order was a next day delivery order; some areas of the UK Zone 2 & 3, such as Northern Ireland, Scottish highlands and islands and bfpo addresses may take longer than 24 hours to delivery. If nobody was at home to receive the order an attempted delivery card should have been left. Please follow the instructions on the card. If in doubt please contact us right away
We are not at home during the day?
We understand that many of our customers work during the day and are not able to be at home to receive their order. If you require your order to be sent to your work please read see the Question "Can my order be shipped to another address" . You could always leave a note on your property for your order to be left somewhere you feel is safe and preferably dry on your property, e.g. porch or garage. If you choose to have your order left on your property this is at your own risk. We cannot be held liable for orders left at your property at your request.
If nobody is available to receive your order the Courier/Royal Mail should leave a calling card informing you of an attempted delivery. You should ring the number on the card to arrange redelivery where available; if not available you can collect your order from your local Royal Mail/ courier depot.
It is the buyer’s responsibility to collect items where an attempted delivery has been made. Orders returned to us as uncollected will be refunded for the cost of the items on the order, but minus the actual shipping charges. You can ask for the items to be reshipped but another shipping charge will become payable.
I placed an order but have not recieved an email notification about my order
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.
How do I return something (non faulty items)
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.
Can I claim a refund on sale items? We are sorry but we cannot offer a refund on sale items or items in our bargain basement. These sale items are generally end of line which is why they have been reduced. We are happy to offer you a credit note should you wish to return these items. We may at times offer products with slight defects, we will make these defects clear within the product description. You are not entitled to a refund if you were told of the defects/faults before purchase.
We are very sorry to hear your item is faulty, please email us with more details
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. (Sorry we no longer dispatch orders to post codes starting JE or GY)
We are sorry, but at this time we are only offering a selection of tasty dog treats and chews.
What size collar would best fit my dog.
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
Newletters: We only send out newsletters to those that have asked for it. Sign up to our Email Newsletters, which will contain information on New products, latest special offers, and pet friendly holiday accommodation
