FAQ

Frequently Asked Questions

 

Shopping Information


How do i find what i want?
I cannot find the product i am looking for?
Viewing Product Availability
How do i review your products?
What Payment Methods Are Accepted?
Why has my payment been rejected?
Is the payment secure on your site?
Can i pay over the phone?

Orders and Returns


How do i place an Order?
How Can i Cancel or Change My Order?
When will my order arrive?
I have ordered but still haven't recieved the "Your order has been sent" email, why?
How much does delivery cost?
When will my delivery be dispatched?
How long does delivery take?
Which carrier will deliver my goods?
Do i need to be in to sign for my delivery?
How long do I have to wait without receiving my goods before you can resend my order?
What is your returns policy?
Where do I send my returns?

My Account


How do I find out my password?
How do I register?
How do I log in to my account?
What is my login?
I can't login?


 

How do I find what I want?

You can either use our search box situated at the top of the page if you know what you are looking for or you can select the category from the top menu and then navigate to your section using the menu on the left hand side of each page.

Top tip - to get started why not use the drop down links in the menu bar at the top of the page. Alternatively you can browse our site by clicking on any of the links situated around our website - this will allow you to shop by brand or to take advantage of any special offers

I cannot find the product I am looking for?

Try using our search box at the top of the page.
Check the spelling of your search term.
Try broadening your search terms. For example, try Brand instead of the specific toy.
Try different keywords If you are unable to find exactly what you require please contact our Customer Service on 01603 516 561 (8am - 8pm Mon- Fri, Sat 9am- 5pm) and we will be happy to help
Changing Product Quantity.
Once you have added your product to your cart you can change the quantity, upon changing quantity please update your cart if the quantity reverts back to the original value, unfortunately this mean that we don’t have that amount in stock.

If you continue to have problems please contact us on 01603 516 561 and we can help you further.

Viewing Product Availability

The availability of a product is clearly noted on the Product Detail page as a Buy Button in which case you can add to your basket, any products out of stock will not have a add to cart button.

How do I review your products?

To leave a product review please use the following steps, you do not need to log in to leave product reviews.

Locate the product you would like to review. You can do this by either using our search bar (located at the top of the page) or browse our website.
Select the review tab, located under to the product information.
If the product has previously been reviewed you should now see other user's thoughts. Click 'write a review'; the form will now appear for you to fill in. Enter your product rating, nickname for yourself, email address, the title of your review, and the review itself to let us know what you think (good or not so good!). If you're sure there aren't any mistakes, submit the review 4. If you have successfully entered your review you should see a confirmation message Your review will be posted on Natural Dogz site, typically straight away but it can take 48 hours. You'll be able to see the review on the product page Natural Dogz once approved by our moderator.
Payment Information

What Payment Methods Are Accepted?

There are a few payment options available to you when placing an order with us.

The most common are listed below:

By Visa or MasterCard on our website
By PayPal By any other type of major credit card (Maestro / Solo / etc)
Please be assured that no credit card details are kept in your “My Account” area and this facility is purely to enhance your experience on the Natural Dogz website.

Why has my payment been rejected?

Firstly, please ensure that all the information you are entering is correct. You have entered the correct expiry date and CVV number.

Please ensure you follow this step for your payment and order to be accepted. If you encounter any difficulty to complete your order, please don’t hesitate to call us on 0800 086 9007 (8am - 8pm Mon- Fri, Sat 9am- 5pm), so we can take your order over the phone.

Is the payment secure on your site?

Absolutely! None of our customers has reported fraudulent use of a credit or debit card as a result of purchases made with us. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. Our website is scanned daily by Mcfee Security for any vulnerability's. Our website is also secured by Signifyd & Shopify to ensure that all personal information is protected whenever you enter any personal information.

Should you not wish to place your order online you may call sales on 01603 516 561(8am - 8pm Mon- Fri, Sat 9am- 5pm)

Can I pay over the phone?

You can of course pay for your order over the phone. One of our customer care team will be glad to assist you in doing so. Please feel free to call us on 01603 516 561 (8am - 8pm Mon- Fri, Sat 9am- 5pm), so we can take your order over the phone.

How do I place an Order?

Ordering with Natural Dogz is simple. You can either place your on our website or you may order over the telephone by calling our Customer Service on 01603 516 561(8am - 8pm Mon- Fri, Sat 9am- 5pm)

How Can I Cancel Or Change My Order?

To change or cancel an order please ring us on 01603 516 561 or email us at orders@naturaldogz.co.uk

When will my order arrive?

After you have placed your order online, we will send you an order confirmation email with the subject line 'Natural Dogz order confirmation'. In the body of this email you will find information about the products you ordered. Your delivery will be shipped out within 24 hours unless ordered on a Saturday where it will be shipped the following Monday.

If you haven't received this email within 24 hours of placing your order or your products have not been delivered within 7 days please contact us on 01603 516 561.

I have ordered but I still haven’t received the “Your order has been sent” email, why?

After you have placed your order online, we will send you an order confirmation email with the subject line 'Natural Dogz order confirmation'. In the body of this email you will find information about your products. Please check the order is correct.

First and foremost, please double check that this email has not arrived in your spam folder. To avoid this happening, we recommend you add orders@naturaldogz.co.uk to your contacts. We dispatch our orders from Monday to Friday so if your order was placed between Friday evening and Sunday, it will be processed the following working day.

If your order is showing as Fulfilled. This means that your order has been shipped.

How much does delivery cost?

Delivery is free of charge when you spend over £35, available throughout the UK.

Please visit our delivery page for more information on your delivery options.

When will my delivery be dispatched?

Your delivery will be dispatched as soon as the warehouse has picked and packed your order. You will receive an email to confirm your order has been dispatched. We place an extremely high value on customer security and privacy.

For related reasons, most products can take a minimum of 24 hours be shipped.

How long does delivery take?

Delivery time of purchased products depends on your location and when you placed your order. All orders received after our 10am Saturday deadline will be processed on the following working day.

Working days are Monday to Saturday only, we do not deliver or process orders on Sundays or on bank holidays.

Which carrier will deliver my goods?

Orders weighing less than 2kg will be delivered via Royal Mail post. Orders weighing over 2kg will be delivered via courier service (Yodel, Hermes).

Do I need to be in to sign for my delivery?

No, our couriers will do their best to deliver and will try your neighbours either side of your property or find a safe location hidden from view to leave the parcel. If this is not possible however, you will be left a calling card from and you should then contact them directly to rearrange a delivery. The driver is only able to leave your order without a signature providing they are confident that the area your parcel is to be left is safe and secure. If the item is small enough and does not require a signature, it will be simply posted through your letterbox.


How long do I have to wait without receiving my goods before you can resend my order?

If your order has been sent by Courier then this should never happen but if it is not with you in 2-3 working days after the date you had your “shipped” email then please contact us and we can look in to this for you.

For all Royal Mail orders we have to wait for 10 working days from the date of dispatch before we can re send an item.

What is your returns policy?

Here at Natural Dogz we want you to be happy every time you shop with us, and for this reason we offer our free 30 day no quibble returns policy. Returns should be in original, undamaged packaging. If any non-defective product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

We are unable to accept part used returns of food, engraved ID tags, and damaged products (unless delivered damaged). Please check our Returns policy in full.

Where do I send my returns?

Please firstly check our Returns policy in full and ensure you contact us on 01603 516 561 and then open up our returns centre to start the process to return. 
 

How do I find out my password?

Don't worry if you have forgotten your password for Natural Dogz website - simply click on LOGIN at the top right of every page, enter your email address and click on the 'forgot password' link. This will automatically send you an email giving you the relevant information to log in and place your order.

We are unable to provide customers with passwords via our customer service department, however they will be able to arrange for an email to be sent containing your password.

How do I register?

You can register with Natural Dogz at any time by either placing an order or you can Login using the link located at the top of every page on our website. Here you will be able to create an Account by entering your details and creating a password. Choose a password that is easy to remember and keep it safe!

Please be assured that no credit card details are kept in your “My Account” area and this facility is purely to enhance your experience on the Natural Dogz website.

How do I log in to my account?

From the front page, simply click on the "sign in" link at the top right corner. In the left field (account login), enter your email address and password and click "sign in". Once you are signed in, you can click on "Your Name" in the top right of the screen

What is my login?

Your Login is the email address that you provided to us when you registered with Natural Dogz. It's usually your main email address. If you have more than one email addresses, try them all.

If you really can't remember which email address it was, contact Customer Service on 01603 516 561 and we will do our best to find and send you your username as soon as possible.

I can't login?

If you are unable to login, first request a reminder of your password using the email address when you created your account. It's usually your main email address. If you have more than one email addresses, try them all.

If you really can't remember which email address it was, contact Customer Service on 01603 516 561 and we will do our best to find and send you your username as soon as possible.