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FAQ

Website

Q. Where can I find more product information?

All the product information we have will be displayed on the product pages. Simply click on the image or title of the product you wish to find out more about and look at the “Features” and “Description of product” sections.

Q. Do I need an account to order?

No, we offer a guest checkout so you don’t have to create an account if you don’t want to. However, if you sign up you’ll be the first to hear about any offers, promotions, competitions etc so it really is worth it! You can create an account by clicking HERE or log into your account, if you already have one, by clicking HERE

Q. How do I find out about offers, promotions, new products etc?

You can create an account with us where you can subscribe to our newsletter. Alternatively, follow our social media pages for the lastest news, updates, competitions and general funny posts from the world of pets. All our social media pages can be accessed by clicking the icons at the top of your page.

Q. How do I contact you?

You contact us by clicking HERE or via Email (hello@epic-pets.com) or via Phone on 0116 218 2185

Ordering

Q. Can I place an order over the phone?

Currently we do not offer the facility to place an order over the phone, however if you need help during the order process our customer services team are on hand to assist you, simply call us on 0116 218 2185.

Q. How can I pay for my order?

You can pay for your order via PayPal or we accept payments from most major credit/debit cards (Visa, Mastercard, Maestro, American Express, etc).

Q. Is my payment secure?

All card payments will be subject to security checks such as Verified by Visa™ and Mastercard Securecode™, as well as our own checks to make sure your pet isn’t trying to order themselves something nice without you knowing!

Q. Why can’t I see my basket?

The basket icon will only show once you’ve clicked that magical “Buy Now” button on the item you want. The icon will show in the top right hand side of the page. From there you can increase quantities or remove unwanted items from your basket.

Q. Is the item I ordered in stock?

Any products where we don’t have stock shouldn’t show on the website and also the amount of stock available will show on the product page. However there maybe occasions where an item that is out of stock slips through. If this happens you will be notified and provided a full refund for that item.

Q. How do I know my order has been placed?

You’ll receive an Email within a few minutes after confirming your order to let you know we’ve received it.

Q. I want to reorder an item I bought previously, but I can’t find it, why?

Hopefully we’ve sold out because the product is overwhelmingly popular and we’ll be getting more in stock shortly! However sometimes, products are discontinued by suppliers and we simply can’t get a hold of them anymore.

Delivery

Q. How long will it take for my order to be dispatched?

As we offer such a huge range of products, we simply can’t store it all here. Therefore we often have to order items in specifically and we’ll display the number of working days it will take us to receive it, pack it and send it to you, just below the “Buy Now” button.

Q. Once it’s been sent, How long will it take to be delivered?

Our standard UK delivery takes up 5 working days to be delivered. Although this is an estimate and orders may be delivered before or after this time. We try our best to ensure all orders are delivered within this timeframe but there may be issues outside of our control which result in your order arriving late.

Q. How much is delivery?

Standard UK delivery is £2.50 and FREE on orders over £35

Q. Who will deliver my item?

We choose the best carrier depending on a number of different things. Mostly because we couldn’t expect your local postie to fit a huge dog bed or an aquarium into their bag. Therefore your item may be delivered by specialist carrier companies but you’ll be advised of who that company is when your order is dispatched.

Q. Why doesn’t my tracking number work?

When we dispatch your item there may be a small delay in updates beginning to appear, therefore, please allow 12-24 hours for updates to be provided.

Q. Only part of my order has arrived?

Occasionally we may separate orders, due to weight, size or if there is a significant delay in receiving part of your order. We’ll do our best to keep you updated in any instance this happens. You will NOT be charged any additional costs for separate deliveries.

Q. Do you deliver outside of the UK?

Currently we do not provide international deliveries. We only deliver within the United Kingdom (including Northern Ireland and Channel Islands)

Returns/Refunds

Q. Can I return my order?

Goods can be returned within 90 days from the date of delivery. We request the goods must be in the same condition they were delivered or in a saleable condition. So the item should not have been damaged, chewed, washed, altered, pecked or barked at (we can tell!). Click HERE to see our returns terms and conditions in full

Q. How do I return an item I ordered?

We’ve teamed up with return specialists ReBOUND® to make the returns process as easy possible. You’ll need to register your return HERE. When doing so, you can tell us what you’re returning, why, how and what you want us to do (refund/exchange)

Alternatively, you can post your item directly back to us, just be sure to include your original invoice or a note which includes your order number, what you’re returning, why and whether you’d like a refund/exchange.

Send items to:

Returns Department

Epic Pets

50 Oswin Road

Leicester

LE3 1HR

Q. Do I have to pay to return my order?

In short, Yes. As part of our agreement with ReBOUND® we’ve tried to get the best rates for you to keep those costs down. The services we can offer are:

UPS Parcel Shop at £4.19 per parcel

InPost Parcel Locker at £2.79 per parcel

*These services do have size restrictions so please check your item is eligible to be sent by the service you select.

**Returns will only be provided free, or returns postage costs refunded in the event that we have made an error.

Q. How long until my refund/exchange is processed?

We’ll process your refund/exchange once our returns team have received it. We may process it sooner if we can see tracking on the return if sent by ReBOUND®. We aim to process all refunds/exchanges within 14 working days.

Q. Will my original delivery charges be refunded if I return my order?

Yes, for orders returned to us where a refund is requested, we will refund the item costs and also the original delivery charges. However you will be responsible for return postage costs.