Buying Information
When you find a product you would like to purchase click the Buy or Add to Basket
button. You will then be taken to your Shopping Basket showing the quantity ordered
and the cost you have to pay including any shipping charge.
You can at this stage delete an item, change the quantity, or continue shopping and
add more items or you can proceed to the checkout. Enter your full address details
and telephone number on our form so that your postman or our courier can find you.
Then select your payment method. If you are a local customer you can pay by COD,
Cheque, Credit Card or Bankers Draft. If you decide to pay by credit or debit card
you can process your transaction by using Nochex or Google Checkout.
Unfortunately if you do not live in the local area you cannot pay by COD, but you can
pay by Credit or Debit Card and Cheque. If you wish to collect & pay for purchases
made using the website we only accept cheque or cash payments.
Please note credit and debit card transactions, that are processed by Nochex or Google
Checkout will incur a 95p or 75p transaction respectively.
Please allow 5 - 7 working days for Cheque payments to clear. As soon as you payment
clears we will dispatch your order by Royal Mail or Courier.
You will receive an Order Confirmation by email for the items you wish to purchase and
confirmation of your payment from Nochex or Google Checkout if you pay via debit or
credit card. All small items such as collars and leads are sent by Royal Mail, Recorded
Delivery. Larger items such as Hamster Cages & Pet Food are sent by next day courier.
90% of parcels sent by courier arrive the next day, providing the items you ordered are
in stock and we receive your order no later than 1pm, but due to seasonal demand
caused by the xmas rush and unforeseen circumstances such as bad weather conditions
and courier delays, your order may arrive the following day or the next at the latest.
Please note DHL our courier company does not deliver to customers on weekends or
public bank holidays, so please allow yourself an extra few days when placing food
orders. Customers requesting us to leave parcels without a signature, do at their own
risk and we will not be held liable for parcels damaged by bad weather conditions if
left outside exposed to the elements. If you want a parcel or light item in a jiffy bag
to be delivered to your place of work, providing our system recongnises the address,
that's absolutely fine as any one the premises can sign for the delivery!
Delivery Costs
Simply place the items you wish to purchase in the shopping basket, by clicking either
the buy or add to basket button. Then type your postcode into the delivery price check
box to find out the exact delivery cost, located on the right hand corner of the shopping
basket page. Unlike many online sellers we only require you to enter your postcode to
calculate the exact delivery cost of the items placed in the shopping basket, no further
personal information is required!
The delivery cost is calculated on the weight of the items you place in the shopping
basket, the maximum weight we are permitted to place in a single box is 30kg,
consequently orders over 30kg will be delivered in several boxes. Orders less than 1kg
will be sent by recorded delivery in a jiffy bag or small box.
Please note after entering your postcode, you can add new items, remove items or
adjust the quantities of items in your shopping basket and the website will calculate
your adjusted delivery cost, before you enter any other personal details.
Royal Mail Delivery for Small Parcels from only £2.45
Courier Charges for Heavy Items - £7.00 up to 20kg / £8.50 up to 30kg
26p per kg thereafter, i.e. £3.90 per 15kg bag of pet food
Sorry we currently deliver pet supplies to UK Customers Only, i.e. England, Scotland,
Wales, Scottish Highlands and Islands, excluding Ireland as the delivery cost for heavy
items such as pet food dispatched by DHL courier is prohibitive. Small items that weight
approximately 1kg or less for example collars and leads can be sent to Ireland by
Royal Mail Recorded Delivery in a jiffy bag or small box.
Free Delivery Deals
We offer Free Delivery on selected items on website, the free delivery promotions are
highlighted in yellow to avoid any unnecessary confusion and may only apply to a few
items on the page, not the entire page. Each item shown on page is separated by a
white line, so that it is clear if an item has a Free Delivery promotion.
Due to surcharges imposed by courier companies, we are only able to offer Free Delivery
Deals to UK customers, not those who live in remote locations, such as the Scottish
Highlands and Islands. Customers purchasing items with Free UK Mainland Delivery who
live in the Scottish Highlands and Islands will be charged a Reduced Delivery Cost to
cover the surcharged imposed by courier companies, NOT the entire delivery cost.
You can Mix and Match any Free Delivery Deals found on the website, for example Free
UK Mainland Delivery, Buy 2 for Free Delivery, Buy 5 for Free Delivery, allowing you the
freedom to select items that aren't related such as a bag of dog food and cat scratching
post to create your own free delivery deal to suit your needs.
Please note that if you purchase items with Free Delivery and items Without Free
Delivery you will be only charged for the weight of the items in your shopping basket
that are not free delivery items.
My Usuals - Shopping Made Easy!
Loyal customers can now use our new website feature called 'My Usuals' that allows you
to select items that you've previously purchased from us, without the need to browse
the website to add them to your shopping basket manually, saving you valuable time.
Simply click 'Login' that can be found at the top of any website page, then enter your
email address and password you registered with us and click 'Submit.' If you can not
remember your password, just click 'Forgotten Password?' and enter your email address
you used when shopping with us and click 'Submit.'
Your password will then be emailed to you, to allow you to use the 'My Usuals' website
feature and adjust your contact and delivery address details if required.
After you login, click the 'My Usuals' link shown in white and select the items you want to
repeat purchase, then click the 'Add to Basket' button it's that simple!
You can then adjust the quantities of each item added to the 'My Basket' shopping page
and browse the website for any additional items you wish to purchase.
Secure Payments
Both Nochex and Google Checkout will process your payment on their secure servers.
The process is completely independent of our online shop. They will only tell us if
your payment is successful, NO other details are disclosed to us. If the payment fails
for some reason we will send you an email giving you various options to pay. We can only
dispatch orders we have received payment for.
Order Tracking
When you receive your email order confirmation you will see at the bottom of the page
the text Order Tracking: You can track the progress of your order by clicking the link
using your login and password details to enter the customer side of our back office. This
will enable you to see the date when your order was dispatched and how it was sent
i.e. by Royal Mail or Courier.
Returns
Customers can return items purchased from us at your own cost, in accordance with distant
selling regulation 17, providing you do so within 7 working days of receiving them, in their
original packaging, unused & undamaged and without explanation, but it is nice to know why
for our own peace of mind! Please note that if you want to return an item back to us, we
suggest you send it back to us either by registered post or by courier, to allow you to confirm
we have received it.
Please note we are not liable in anyway for goods that are lost or damaged in transit to
us, so please ensure you package items you want to return carefully, it's only fair to us
as we have to sell them on. All items that are returned to us will be inspected to ensure
they are unused and undamaged, providing they are we will arrange a refund either by
cheque or credit card for item(s) returned to us, less any delivery and transaction
charges incurred.
Lastly please note if you reject or refuse to accept delivery of your order and send the
item(s) back to us via our courier, you will incur a return delivery charge as it is not
fair to expect us to pay the return delivery charge for an order you no longer want! So
please ensure you carefully read the item descriptions, before ordering to avoid any
mistakes and if you need any help whatsoever please email sales@valupets.co.uk or
phone: 01869-346975 between 10am to 6pm, 7 days a week.
We hope this information will help our customers use the website and if you think of
something which is missing from our buying information page, please email us to
let us know!
