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Frequently Asked Questions

Products and Training

Do you offer behavioural or training help?

Caroline provides monthly training tips here on our blog for simple and frequently experienced training issues. With more complicated training or emotional issues, it’s always advisable to work with someone local to you who can come and work with you and your dog in person.

Through Ruff Hounds Caroline sees owners on a 1:1 basis as well as running group classes and workshops. Feel free to get in touch if you are in the Bath or South Gloucestershire area. If you are looking for a positive, qualified dog trainer or behaviourist outside of this area then please visit APDT or ABTC to find a local practitioner.

Payment

What payment options do you offer?

We currently just offer Paypal payments to purchase items. You can use a Paypal account or pay via credit/debit card.

Are my card details secure?

As we use the 3rd party tool Paypal to process your payment, your card details are handled safely through their system. We have no access to these details, nor are they stored on our own system. You will be redirected back to our site after making payment.

Shipping & Delivery

When will I receive my order?

We aim to send out all orders within 1-3 days (usually within 24 hours!). We will send you an email as soon as your products are dispatched and give you a timeframe for your order to arrive.

How much is delivery?

For orders until £75, we have a set fee of £3.99 for delivery. We like to make life simple! 🙂

Do you offer free delivery?

For orders over £75 we will ship your products to you free of charge!

What shipping method do you use?

We’re always reassessing our shipping methods. Currently we send products via Royal Mail packet post 1st or 2nd class or using MyHermes courier service. If you need your items quicker, please drop us a note and we can arrange for a quicker courier solution!

Refunds

Do you offer a refund if I change my mind?

If you change your mind, please get in touch as soon as you can. The items must be returned to us within 7 days of receipt,  as per the Distance Selling Regulations, to qualify for a refund.

We will refund the full price of the products, minus the postage, as long as we receive them back in the same condition as they left us.

What do I do if my order is wrong or damaged?

Firstly, we’re really sorry if this has happened! We will happily provide a full refund or send you out the correct items – just get in touch to let us know what’s happened within 7 days of receipt.

We will ask you to return the sent goods to us but will refund the postage as soon as we receive those in the condition they were sent, complete with original packaging.