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Customer Service

Shipping & Delivery

For 2009 we have removed all of our previous delivery charges and now offer free uk delivery on all orders. Any order placed is sent via Royal Mail First Class Recorded post to ensure that we offer safe, reliable and competitive delivery.

Once your order is shipped you will be provided with a Royal Mail tracking code in order to track the progress of your delivery. You can track your delivery here.

Same Day Shipping
Orders received after 2pm (Midday) may not be processed until the next working day though generally most orders are dispatched the same day (except at weekends) and arrive within 1-2 working days.

If no one is in to sign for the parcel, the Postman will leave a card and you will have to collect it from the local Royal Mail collection point within 5 days. If it is not collected within 5 days it will be returned to us.

If it is not delivered within 4 days, you should double check the tracking on the Royal Mail website. You should also contact the local depot or post office to see if it has been left for collection. They will normally try to deliver the next working day (Mon - Fri) following the dispatch date.

Please note that delivery times will be affected if a bank holiday co-incides with the delivery schedule. You will be notified of any delays by email and given the option to proceed with or cancel the order. We usually dispatch all orders the same day. Generally we say that all orders are dispatched within 1-4 working days of order, subject to stock levels, holidays and any other issues outside of our control. Where we cannot dispatch your order within the timescale specified, we will contact you and give you the option to wait or cancel, keeping you informed every step of the way.


Privacy & Security

Dogpod.co.uk is totally committed to protecting the privacy of our site visitors and customers. The team are customers themselves of other Internet sites and fully appreciate and respect the importance of privacy on the Internet. We will not disclose information about our customers to third parties except where it is a necessary part of providing a service to you - e.g. Arranging for a product to be sent to you.

Our Consent
All of our customer records are kept private, confidential and secure. Our database holds information that is collected at the time of registration, at ordering, any account modifications made by the customer. All data is collected lawfully and in accordance with the Data Protection Act 1998. We will not rent or sell your name, address, e-mail address or personal information to any third party (excluding partners from whom you may have linked to our site) without your permission. If you have purchased from our store, subscribed to one of our newsletters and entered any of our competitions, or advised us of your e-mail address, post & telephone we may occasionally update you on news and special opportunities via e-mail, & post.

Communication & Marketing
By becoming a user of Dogpod.co.uk and providing us with your email, postal address and telephone number you consent to receive communication from us about our latest products and special offers. You will have the ability to opt out of receiving any communication.

Opting out of Communication
All Dogpod users have the option to opt-out of receiving marketing communications from us and/or selected third parties. If you do not wish to receive marketing (emails,postal,telephone) from us and/or selected third parties we recommend you opt-out using the links provided at the bottom of every e-mail marketing communication. Clicking this link will permanently unsubscribe you from our mailings.

Site Statistics
We may disclose aggregate statistics about the number of visitors to our site or number of purchases made on the site as required by our investors. The cookies and the embedded code provide statistical information about visits to pages on the site, the duration of individual page view, paths taken by visitors through the site, data on visitors' screen settings and other general information. Dogpod uses this type of information, as with that obtained from other cookies used on the site, to help it improve the services to its users.

Checking your details
If you wish to verify the details you have submitted to Dogpod you may do so by contacting us via the e-mail address, telephone number or address given. Our security procedures mean that we may request proof of identity before we reveal information. This proof of identity will take the form of your e-mail address and password submitted upon registration. We would strongly recommend that you do not use the browser's password memory function as that would permit other people using your terminal to access your personal information - write it down and keep it somewhere safe.

What are Cookies?
A cookie is a small information file that is sent to your computer and is stored on your hard drive. If you have registered with us then your computer will store an identifying cookie which will save you time each time you re-visit Dogpod.co.uk, by remembering your email address for you. You can change the settings on your browser to prevent cookies being stored on your computer without your explicit consent.

Contacting us
We are always pleased to hear from our customers (even if it is a complaint!). We are always grateful for any time you spend providing us with the knowledge we need to ensure our customers are completely satisfied - we want you to return to the site and to recommend us to your friends and family. If you have any questions or feedback about this statement please do not hesitate to contact a customer service member of the Dogpod team, who will be delighted to answer any questions you may have.

You can either send an email to: hello@dogpod.co.uk

Or, write to us at:

Dogpod.co.uk
6 Harbour Way
Shoreham By Sea
West Sussex
BN43 5HG

Tel: 0845 643 5881.


Returns & Replacements

We guarantee your satisfaction. If you are unhappy with any product for any reason and it is still in its original condition, we will replace, swap or issue a refund.

We offer a fourteen day "cool off" period, allowing you to return any product, for any reason (in its original condition) for a full refund. The product must not have been used and be in it's original condition otherwise a re-stocking charge may be applicable though generally this is not the case. To return goods you must get a returns number and address from us, so that we are aware of the returning item. You are responsible for postage if the items are not faulty or if an exchange is required unless otherwise agreed.

Faulty items - Will be inspected prior to decision making. Once an item has been found faulty, the customer will be offered an exchange or a refund for the original postage costs, the return postage costs and the cost of the item

This does not affect your statutory rights.


Ordering

Please be aware our site is 100% secure and uses SSL encryption.

Making a purchase could not be easier. Just browse our products, click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Order" and you will be asked for a few details that we need to be able to satisfy the order.

We accept Visa, Mastercard, Maestro, Solo, Electron and Paypal. Backordered items are not charged until they are shipped. You may send your credit card information via phone, fax, snail mail or over the Internet if required.

Alternativley call us on 0845 643 5881 we will be happy to take your order over the phone.


Payment, Pricing & Promotions

We occasionally run promotions and competitions. These will be promoted via the website and our mailings.


Viewing Orders

You can log in to your account on the site to view any orders you have placed and their status. You can also check order status with us over the phone on 0845 643 5881.


Updating Account Information

You may update your information in the account section, please note once and order has been sent to the supplied address at time of purchase we cannot be held accountable for incorrect delivery addresses.