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Frequently Asked Questions

Ordering

No, you can place an order as a guest, however opening an account will speed up your shopping experience for future orders

Having an account means you won't have to enter your address details every time you place an order and you will be able to view past orders.

There is no minimum order value for non-frozen products.

However there is a minimum order weight of 7kg for frozen food products.

You will receive an email confirming all of the details that you entered at the checkout, including full details of the products ordered.

You can change and cancel your order up to the point at which we send out an email confirming that your order has been despatched, this will be sent when it has been collected by our couriers.

You will still retain your legal rights as detailed in our Terms & Conditions.

Packaging 'n' Delivery

Your frozen products will be packaged in insulated boxes, which are designed to keep them frozen for up to 48 hours.

Your products will be kept in deep freeze until collected by our courier.

Full details of our delivery schedules can be found on our Delivery Information page.

Our deliveries are despatched on a Next Day Service unless specified otherwise by the consumer.

Our orders are delivered by APC and their network, unless you are in specific areas close to our retail outlet. In this case there is an option for an evening delivery direct from the shop in our own vehicle.

You will receive an email confirming that your order has been despatched on our Next Day Delivery Service.

Your delivery charge is based on the consignment weight and delivery location and includes the packaging costs.

Please visit our Delivery Information page for full details of delivery costs.

Orders for non-frozen products can be delivered on any week day, frozen products can only be delivered Tuesday to Friday. If you require your delivery on a specific date, please inform us of this in the comments box on the checkout page.

When you place your order you can leave details of a safe place or a neighbour where the courier can leave your delivery if you are not going to be in.Should there be nowhere safe to leave your delivery the courier will leave a card with further instructions.

On the checkout page you will have the option to collect your order, please note that all collections will be from our Hemsworth retail outlet.
Payments 'n' Security

You are able to pay for your order on our website using a debit or credit card.

All payments are processed by Global Payments on their secure servers.

Global Payments are one of the world's leading payment processors with over 50 years experience and who currently process 50 billion transactions safely each year.

D'n'A Pet Supplies have no access to your card details as all off these are entered on the secure servers of Global Payments.

If you sign up for an account with us, then we will store your name and address details.

Under the General Data Protection Regulations (GDPR) you have the right to access, amend and delete this information, full details can be found on the GDPR Tools page.

Returns 'n' Refunds

To return a non-frozen product to us, please go to the Returns/Refunds page and complete the form.

Please note that we are unable to accept returns of frozen goods.

Under the Consumer Rights Acts refunds on products are possible, please see our Terms & Conditions for further information.

Should you have an issue with your delivery or any of the goods, please contact us immediately using the information on our Contact Us page.

Please phone us immediately on 01977 613579 and we will endeavor to sort the issue as quickly as possible.

Should the courier deliver a damaged item to you please photograph the item, if possible, and phone us on 01977 613579.

General Questions

Full details of how to get in touch with us can be found on our Contact Us page.

We will be sending out details of offers and promotions, please ensure that you sign up for our newsletter to be kept informed.

Please use the 'Forgotten Password' link on the login page and a link will be sent enabling you to set a new password.

At present we do not have a scheme in place, but keep your eye on our newsletter as this is something we intend to put in place in the future.

You will have the option to subscribe to the newsletter on our popup when you first access the site or when registering an account.

You can unsubscribe at any time in your account or by clicking the 'Unsubscribe' link in the newsletter.

Please use our GDPR Tools which can be accessed via the link in the footer on every page of our website.

Orders can be collected from our retail outlet in Hemsworth, West Yorkshire, please select this option at the checkout and we will text you when your order is ready. Should you want to collect on a specific day, please state this in the comments box.