Frequently Asked Questions
Ordering & Delivery
Standard delivery is a 48-hour service. Express delivery is a 24-hour service. Any orders placed with the Express delivery service on a Friday after 2 p.m. will not arrive until Tuesday. If your order has not been received within the time frame given and you are concerned, please contact us on sales@hugglepets.co.uk.
Your basket must reach £39 before it is eligible for free delivery. Only certain areas in the United Kingdom are eligible, and this is made clear during checkout once delivery details have been entered.
If you have bought from us on a platform other than our website, you need to go through their individual systems as we cannot access orders on those sites.
If your order has already been dispatched, then it cannot be cancelled.
When your order has been printed, you will receive a notification via email. Shortly after this, you will receive an email advising you that your order is ready to be collected from our retail store. As it is still considered a website order, our shop staff will have no access to it and can only help when it is ready to be collected.
Yes, just make sure to leave a note during checkout that it is not a delivery order and that you wish to collect it from our retail store.
No, all livestock and raw food is advertised on our website as collection only.
In this instance, please specify which of the options you want (be it style, colour, etc.) in the notes section at checkout, otherwise you will just be sent one of the options at random. If we cannot supply the specific choice you have opted for, we will get in contact and inform you beforehand.
For items that are fragile (such as big vivariums, glass tanks, etc.), they are most likely to be sent out on a pallet, which is a curb side delivery. These items are usually Click & Collect only, due to us needing to get in touch first to see if you wish to pay the pallet cost — these costs are worked out based on your location, and the weight/size of the item. If you wish to pay the cost, we will get an additional invoice sent to you either through PayPal or Stripe (debit/credit card). Please ensure your mobile number is given to us, as the courier will call you to book in a delivery. If they are unable to get in touch with you to do so, it will delay the delivery and can result in the item being returned back to us, which is at an extra cost. If you do not wish to pay this, we can cancel and refund your order in full.
If the delivery has not yet been shipped, we can change it.
If you notice your item hasn’t had any update on the tracking info we give to you when the item is shipped, please report this to us so we can raise an investigation, once an investigation is opened, it usually takes 24/48 hours for a response, but it can sometimes take longer due to the nature of the query.
If tracking states your item has been delivered but you have not received it, please report this to us as soon as possible. You will be required to fill out a disclaimer form, which will be sent to the courier. We must receive this back from yourself and a timeframe will be advised when this is sent. If we do not receive this back from you within the given timeframe, we will not be able to act further.
Returns & Refunds
We do not offer free returns.
If you are unhappy with your purchase for whatever reason, and it has been no more than 30 days since you made the purchase, you can return the item to us for a full refund — provided that the packaging is undamaged/unopened. Please include a note within the parcel with a reference to your order, i.e. your name/post code/order number so we can recognise it as belonging to yourself. This will make the returns and refund process quicker.
A refund can take 3-5 working days to show in your account.
We only do in-store exchanges, so we cannot exchange anything that you have purchased online.
Contact us on sales@hugglepets.co.uk, we will raise an internal stock check – this can often take up to 24 or 48 hours after it has been reported, we will get back in touch as soon as the issue has been resolved.
Please send an email to sales@hugglepets.co.uk with a photograph of the item and the barcode shown on the item and we will be able to determine which item has been received. We can then provide either a QR code or returns label for the incorrect item to be returned.
It is important that we are informed of the damage within 48 hours of delivery. We need images of the item that clearly shows the damage, plus the packaging it arrived in with the shipping label, as this is requested from the courier.
Any dog toy that is damaged in use is not covered under warranty. The only damage covered is damage that has occurred before use.
You will notice most items on our website that are made of glass will be advertised as “click and collect” only. We can deliver these items to get to you safely on a pallet, at an extra cost.
Wholesale
We only open accounts for traders, and we are not able to open an account for members of the general public. We cannot approve your account if your business is from a house address or online only. If you wish to apply, you can apply here www.hugglepets.co.uk/trade-2/.
You will be asked to confirm your retail address, registered company number, years of business and business type. Once we have all this information, we can approve your account.
You would need to open a trade account with us in order to access Trixie trade prices.
Our minimum order for a wholesale order is £300 + VAT.
Other
It’s our affiliated community interest company that is dedicated to improving peoples’ mental health and wellbeing with the help of animal-assisted therapy.
If you are local to our store in Wolverhampton, you are welcome to bring your pet in so we can find the perfect size for them! We find it difficult to recommend a size of a certain product without any measurements as every dog is different in size and shape, even those of the same breed.
You can do this either via Share Your Pet, or make a Pet Profile on our website — which also entitles you to special treats on your pet’s birthday.
Our offices and warehouse are closed on all bank holidays, but our shop is open with different hours. Please check our Facebook feed for all updates on holiday opening hours.
Once your order has been fulfilled, you will receive an email with a link to review both our company and your purchased product on REVIEWS.io. But you can also leave us a review on Google and Trustpilot.
Please submit all general questions via our contact form.
