Customer Service

Payment Terms

We accept payment by Visa, Mastercard, Maestro, Switch, American Express, Apple Pay, Paypal, Personal Cheque (Please allow up to 14 days for personal and business cheques to clear), Bankers Transfer/Draft, or cash. Cheques should be made payable to “Just Dogs Limited”. Please e-mail info@justdogsshop.co.uk or telephone 0131 332 0899 for further details.

Delivery

We have outlined below the usual dispatch timescales for orders for your convenience:

If you order before 12 noon on a Tuesday, Wednesday, Thurs or Friday you should receive your goods the next working day (please be aware for the majorty of Highlands postcodes our courier operates a two day service rather than next day and we do not delivery to the Islands and offshore unless the package is small enough to go Royal Mail).
If you order after 12 noon on the Friday, Saturday, Sunday or Monday we will dispatch your goods on the Tuesday and you should expect to receive them on the Wednesday. This is because we cannot dispatch on a Saturday or Sunday and we are closed on Mondays.

We aim to dispatch orders within 1 working day of placing the order. Larger orders are shipped by a national courier network (DPD Local) on a next working day service. If your item is small and low in value we may send by Second Class Royal Mail Delivery. All items are insured against loss or damage until signed for by you. It is important to inspect the items for damage before you sign for delivery. Our couriers will attempt 2 deliveries – after this, the package(s) will be returned to our warehouse and you will be credited for the cost of the goods but NOT the shipping charges. If an item is out of stock or there are any problems with delivery we will contact you within 2 working days of you placing your order and seek advice on whether you are happy to wait for the product to be delivered or whether you would wish to have a refund.

If your order will take longer than our standard delivery times we will contact you to make sure that this is okay for you.

Please note that some of our items are made to order and may take longer to reach you. If this is the case the delivery timescales will be included in the product description.

If you have a safe place you would like your item left if you are out please state this clearly in the order comments box on the payment page. If you have asked for your parcel to be left in a safe place please be aware that this is done at your own risk and Just Dogs cannot accept responsibility for any items that go missing.

Our shipping costs are extremely competitive. We charge £4.79 for delivery for all items including big items like beds and 15kg bags of food. FREE POSTAGE IS NOW AVAILABLE FOR ALL ORDERS OVER £50! We also offer free delivery on orders over £15 if you live in Edinburgh via our home delivery service. If you are in doubt please contact us at info@justdogsshop.co.uk or 0131 332 0899

Free Local Home Delivery. This service is available on Tuesdays, Thursdays and Fridays and orders should be placed at least one day in advance to allow us to schedule our deliveries for the day. If you live in EH13 or EH14, your delivery day is a Friday. If ordering frozen food (Natural Instinct), you can make your purchase over the phone. Our driver normally sets off from the shop at lunch and depending on how many deliveries there are, could be out a number of hours. If you won’t be home, let us know what you’d like to do with your order, for example, leave in a safe place.

Returns and Refunds

If your item is damaged on delivery we will obviously ensure that you get a full refund (including the £4.79 postage charge that was applied) but we may ask for the item to be returned or for photographic evidence of the breakage.

Items can be exchanged, for example they are the wrong size. However please note that an additional £4.79 delivery charge will be applicable (unless we sent the wrong item or the item was faulty, in this case we would pay for the delivery charge). Contact us at info@justdogsshop.co.uk or call 0131 332 0899 for further details. If you are returning an item that is not suitable we will refund you for the item in full (as long as it is received in the condition it was sent) but you will not receive a refund on the delivery charge (unless you are returning an item sent in error or that is faulty).

At Just Dogs, we consider customer satisfaction to be of upmost importance and we strive to provide our customers with high quality products from trusted manufactures. If you are in any way unsatisfied with the quality of a particular product, please let us know by phone or email. We will, of course, accept returns that are faulty or defective, for example an issue with stitching, seams or if there are parts missing.

However, on the rare occasion we are asked to do so, we reserve the right to reject your return if it has been damaged due to misuse. For example, your dog has chewed it’s bed (a behavioural habit, particularly common with puppies or young dogs) or it has chewed a toy that is not designed for such an activity. Similarly, if your dog has chewed it’s harness while being left unattended, for example in a crate or in the car, this a behavioural (and again quite a common age-related) habit, rather than a deficiency with the product itself. If you need help managing undesirable chewing habits like these, then please ask us for advice.

Unfortunately, there are no guarantees that every toy, activity or product on the market will be appropriate for any dog; we know this because we have our very own chewers/destroyers at home too! If you are unsure about the suitability of a toy or product for your dog, we are always happy to guide you and to help answer any questions you might have ahead of purchase.

Please be aware that if you are returning an item to us we cannot be held responsible should the item go missing before it reaches us so we would recommend that you get proof of delivery.

Complaints

At Just Dogs we would hope that you would not have any cause for complain as we are committed to maintaining excellent standards of customer service. However should you wish to make a complaint please e-mail us at info@justdogsshop.co.uk or telephone 0131 332 0899.

We will ensure that we acknowledge your complaint within 2 working days of receiving it. We aim to resolve every complaint successfully on the day of dealing with it, however if it cannot be resolved within the same day we aim to resolve all complaints within a maximum of 14 working days and will ensure we keep the customer updated on progress regularly.

Goods

We can not warrant the suitability of goods for a particular purpose, and you should check specifications and compatibility with ourselves or manufacturers before ordering. Goods are not sold on a trial basis and all goods are offered for sale subject to being unsold at time of purchase. In the event of non-availability of goods, we will contact you to arrange alternatives or a refund where applicable. All prices quoted include VAT at the current rate of 17.5%. All goods remain the property of Just Dogs Ltd until paid for in full. Prices and manufacturers specifications subject to change without notice.

Consumer Protection

In accordance with consumer protection (Distance Selling) regulations 2000, the consumer has seven working days in which to cancel the contract of sale. The goods must be unused, boxed, with all accessories, and in ‘as new’ condition. Any claims for damage, non-functionality and mis-shipping must be made within 7 days of receipt. After this date, faulty goods returned within a reasonable time will be refunded or replaced as compliant with the amended Sale of Goods Act 1979. We reserve the right to charge a restocking fee of up to 15% on goods which prove to be non-defective. You are responsible for ensuring safe delivery of the returned item. In the case of a refund (when the sale has been cancelled) we will NOT refund the initial carriage charge. Also we will charge a collection fee (usually £4.99) if the customer cannot return the goods themselves.

These terms and conditions do not affect your statutory rights. All goods are sold subject to the The Sale of Goods Act 1979, the Sale and Supply of Goods Act 1994, the Unfair Contract Terms Act 1977. E&OE. and the Distance Selling Act 2000.

Site Security

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