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Call Us: 01609 751603

Frequently Asked Questions

 

Orders

 

I THINK AN ITEM IS MISSING FROM MY ORDER

Each of our products has its own unique packaging so another parcel may be on its way to you. Please check your emails for dispatch information and check the items you received against your delivery document. If an item is noted as included but it's missing, please contact our customer service team so we can quickly resolve the issue.

 
I THINK I'VE RECEIVED AN INCORRECT ORDER

If you think that you've received the wrong item, please contact our customer service team so we can arrange a replacement.

 

CAN I CANCEL MY ORDER AFTER I’VE PLACED IT?

Once you've placed an order through our website it can't be cancelled, however, you can return the items to us when you receive them. See our returns policy for more information.

 
CAN I ADD TO MY ORDER OR AMEND IT AFTER I HAVE PLACED IT?

Once you've placed your order, you won’t be able to amend it, however, you can place another order and return any unwanted items when you receive them. See our returns policy for more information.

 
THE PRICE I PAID HAS RECENTLY CHANGED ON THE WEBSITE. CAN I GET A REFUND ON THE DIFFERENCE?

As per all online retailers, our prices can change to account for special offers and promotions, therefore we don't refund the difference. However, you can return the item for a refund and reorder at the new price (subject to availability). See our returns policy for more information.

 
 I THINK MY INVOICE IS INCORRECT. WHAT SHOULD I DO?

If you have a query about your invoice, please contact our customer service team

 

 THE PRODUCT CODE SHOWN ON MY DELIVERY DOCUMENT DOESN'T MATCH THE ONE ON THE WEBSITE

If you have a query or want to return an item, please use the product code on your delivery document. Delivery document codes can often differ from codes on our website.

 

Returns & Refunds

 

WHAT IS YOUR UK RETURNS POLICY?

You can return your items at any time up to 14 days from the date of purchase. All original components, manuals, cables, labels, swing tags and documents must be returned with your item in order for us to process your refund. Care should be taken not to damage the goods and packaging. Refunds will not be offered if any tags have been removed.

 

WHAT IS YOUR INTERNATIONAL RETURNS POLICY?

You can return your items at any time up to 28 days from the date of purchase. All original components, manuals, cables, labels, swing tags and documents must be returned with your item in order for us to process your refund. Care should be taken not to damage the goods and packaging. Refunds will not be offered if any tags have been removed.

 

HOW DO I RETURN AN ITEM IN THE UK?

If you are returning your item for a refund or exchange, please complete the returns document within your parcel. Your items remain your responsibility until they arrive with us. All exchanges will be sent to your original delivery address and will require a signature on delivery. Refunds will be processed and refunded to the original payment method, usually within 5 working days. Our return address is 6 County Business Park, Darlington Road, Northallerton, North Yorkshire, DL6 2NQ. If you would like further help, please contact our customer service team

 

HOW DO I RETURN AN ITEM FROM OUTSIDE THE UK?

If you are an international customer and you are returning your item for a refund or exchange, please complete the returns document within your parcel. The buyer is then responsible for covering the cost of returns back to the UK, and we strongly recommend that you send by recorded/tracked and signed for delivery. Your items remain your responsibility until they arrive with us. Please return items to 6 County Business Park, Darlington Road, Northallerton, North Yorkshire, DL6 2NQ.

All exchanges will be charged for at the usual international shipping rate, and will be sent to your original delivery address and will require a signature on delivery. Refunds will be processed and refunded to the original payment method, usually within four days. If you would like further help, please contact our customer service team.

 

HOW DO I RETURN A FAULTY ITEM?

If you are returning/exchanging an item you believe to be faulty, please send back to us with a completed returns document. When returning please provide as much information as possible on the fault, to speed up the product testing process. Please note, only products that are within their warranty period will be refunded or exchanged if they are found to be faulty. For more information on our warranty policy please visit: www.hotdogpetproducts.com/warranty-policy.

 

I'M A UK CUSTOMER. HOW LONG DOES IT TAKE FOR MY RETURNED ITEM TO REACH YOU?

This will vary depending on the postal service chosen to return your item. Please check timescales with your chosen postal service.

 

I'M AN INTERNATIONAL CUSTOMER. HOW LONG DOES IT TAKE FOR MY RETURNED ITEM TO REACH YOU?

This will vary for each country and will depend on the postal service chosen to return your item. Please check timescales with your chosen postal service.

 

HOW LONG DOES IT TAKE TO PROCESS MY RETURNED ITEM?

We aim to process all returns and exchanges within five working days of receiving them. As soon as we have processed your returned item we will send confirmation by email.

 

CAN I RETURN AN ITEM FOR EXCHANGE INSTEAD OF A REFUND?

Yes, all items can be exchanged. As with returns, please visit the Royal Mail tracked returns service to print your free return label. Please ensure that you detail on your returns document what you would like to exchange your item for.

 

CAN I RETURN MORE THAN ONE ITEM IN THE SAME PARCEL?

You can return your items in the same parcel but please ensure that they are carefully packed. In order to receive a full refund, you must return items in their original condition and include all components, manuals, cables, swing tags and documents. If you have damaged any items, they cannot be returned and we cannot provide a refund.

 

I THINK MY REFUND IS INCORRECT. WHAT SHOULD I DO?

Please bear in mind that we don't refund delivery charges. If you are still unsure, please contact our customer service team so we can quickly resolve the issue.

 
THE CARD I USED FOR PAYMENT IS NO LONGER IN USE. WHAT HAPPENS TO MY REFUND?

If the account linked to the card you used for payment is still open, your refund will reach that account, even if your card has been lost or stolen. We cannot process a refund to a different card. If you are still unsure please contact our customer service team

 

I FORGOT TO INCLUDE MY DELIVERY DOCUMENT WITH MY RETURN

If you haven’t included your delivery document in your returns parcel, please contact our customer service team as this may delay processing your refund or exchange.

 

IF I RETURN AN ITEM, WILL I BE REFUNDED THE ORIGINAL DELIVERY CHARGES?

Original shipping charges are non-refundable.

 
Deliveries

CAN I TRACK MY ORDER?

Once you've successfully placed your order, you'll receive a confirmation email. This will include a tracking number, which you can use to track your order's journey.

 

I HAVE MISSED THE DELIVERY OF MY PARCEL

If you miss delivery of your parcel the driver will leave a card with instructions of what to do to rearrange delivery. Hot Dog has no control of the shipment once it has left our warehouse.

 

WHAT DELIVERY OPTIONS ARE AVAILABLE FOR UK CUSTOMERS?

All items ordered before 3pm GMT Monday to Friday are shipped the same day. Our standard free delivery timescales are 3-7 days using Parcel Force Tracked postal services. We also offer a next day delivery service at the additional cost of £7.99, you can select your delivery option via the checkout process.  Your package must be signed for when it's delivered. Orders placed after 3pm Monday to Friday or at the weekend will be processed the next working day.

 

WHAT DELIVERY OPTIONS ARE AVAILABLE FOR INTERNATIONAL CUSTOMERS?

All international orders are shipped via courier. All items ordered before 3pm GMT Monday to Friday are shipped the same day. All items are tracked, however delivery charges and time will depend on customs and your country of delivery. Your package must be signed for when it's delivered. Orders placed after 3pm GMT Monday to Friday or at the weekend will be processed the next working day.

 

IS MY BED WASHABLE?

Hot Dog beds are designed to be fully washable (excluding Wax beds). Please ensure you follow the care instructions which are attached to the bed via a care label.

 

IS THE HEATING PAD SAFE TO USE?

We have taken every precaution to ensure that the heat pads are fully safe and complies CE standards and is RoHS certificated. You MUST ensure you read the instructions that you receive with your heat pad and follow these carefully, any misuse will void any guarantee and Hot Dog will not be held liable for any damage of injury. 

 

CAN YOU NOTIFY ME WHEN AN ITEM IS BACK IN STOCK?

Yes. If an item is shown as out of stock, you can opt to be notified by email when it's available again. Simply enter your email address when prompted and we’ll keep you updated.

 

WHERE CAN I FIND A SIZING GUIDE?

Size charts (where applicable) are provided within our Shop pages. If you would like further information about our sizing, please contact our customer service team

 

I’VE MISPLACED MY INSTRUCTION MANUAL, CAN I GET ANOTHER ONE?

If you've misplaced your instruction manual, please contact our customer service team

 

DO YOU HAVE AN ETHICAL SOURCING POLICY?

Yes we do. We use suppliers who are members of Sedex, enabling us to access independent responsible sourcing audits as part of our ongoing policy of monitoring our suppliers' ethical standards.

 
WHAT IS YOUR POLICY FOR RECYCLING ELECTRICAL PRODUCTS IN THE UK?

We recycle all items in accordance with The Waste Electrical and Electronic Equipment Regulations 2013, registration number WEE/GA1473RT, and The Waste Batteries and Accumulators Regulations 2009, registration number BPRN00621. If you would like further information about this policy, please contact our customer service team

 

Technical Issues
I’VE FORGOTTEN MY PASSWORD / USER NAME,WHAT DO I DO?

If you've forgotten your password or user name, go to the log in page and click on ‘Forgot Your Password?’. We'll then email you a link so you can create new ones. If you need further help, please contact our customer service team.

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