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Your questions answered...
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Q: Why are your products so cheap?
A: We manufacture them ourselves, and dispatch straight from the factory. We also supply the majority of our products in very basic packaging which helps to keep the costs down too.
Q: I am buying currently (insert name of dog food here). Is your dog food the same?
A: We do manufacture some well known or 'branded' products, but you will need to compare the ingredients/nutritional analysis to make any comparison yourself.
Q: Could you recommend a food for my dog?
A: Yes, please send an email to cutomercare@mymaddog.co.uk
A: Yes, please send an email to cutomercare@mymaddog.co.uk
stating the age, activity level and body condition of your dog and we will reply with a recommendation.
Q: Please could you send me some free samples of dog food?
A: Unfortunately we do not offer free samples, sorry.
A: Unfortunately we do not offer free samples, sorry.
Q: My daughter / son /grandma /father's 2nd cousin Geoff/ (insert random name here) is arranging a fundraising day, please can you send us some free bags of dog food?
A: Nope.
Q: I have a pet shop/rescue centre/boarding kennels/I am a vet. If I put a link to your site on my site please can I have free food?
A: Erm, no, sorry.
Q: What is your return policy?
A: Under Distance Selling regulations, returns are accepted within 7 days of receipt; please see our Terms and Conditions for full details.
A: Under Distance Selling regulations, returns are accepted within 7 days of receipt; please see our Terms and Conditions for full details.
Q: When can I expect my order to arrive?
A: We ship on a 2 day service. Our cut off time for getting orders sent out on the same day is 9.30am so if your order is received after this time, it will be sent the following working day.
A: We ship on a 2 day service. Our cut off time for getting orders sent out on the same day is 9.30am so if your order is received after this time, it will be sent the following working day.
Q: Can I collect in person to save on postage?
A: Our minimum order for collection is 750kg (this is a pallet of 50 x 15kg minimum)
Q: Do you ship internationally?
A: We only ship to UK Mainland, Northern Ireland and Scottish Highlands as other areas attract high postage charges. If you are buying in bulk; we may be able to ship internationally, please contact us for more details.
Q: Why don't you do free shipping? I want free postage!
A: No courier or haulier will collect orders from us and deliver them to people for free so this does mean that you will be required to pay a delivery charge if you wish to buy goods from us.
Q. I live in the Highlands/Northern Ireland, why should I have to pay a surcharge when delivery takes even longer than UK Mainland?
A: Surcharges apply to deliveries in remote areas because our carriers charge us more. Deliveries to these areas tend to involve using a boat or plane, or a specialist 3rd party delivery company may be used to get the order to you:
Q: Can my parcel be left with a neighbour or in a safe place if I’m not in?
A: Yes, but this must be specified at the time of order (please call us, email us or leave a note on your Pay Pal receipt (if paying by this method)
Q. Where is my tracking information?
Tracking information is emailed to customers upon dispatch of their order. Please check your junk or spam folder if you do not appear to have received this information, or contact us for help.
Q. How do I check my tracking?
A: Please log onto the couriers website and following the track and trace instructions for UK Domestic shipments.
Q: What if I miss delivery?
If delivery is unsuccessful (i.e. no one is in); then the driver will leave a card for you. You will then need to contact the Couriers yourself to request a re-delivery (which is free)
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Q: I think my parcel has been lost because it hasn’t arrived?
A: For any orders that appear to have been lost (i.e. tracking information is unavailable); then a trace investigation will be opened with the couriers and we will replace the order at our cost when we receive confirmation from the couriers that the parcel cannot be located. This process can take up to seven days.
If you have any other enquiry or a question which is not covered here,
please do not hesitate to contact us and we will try to help you!
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Registered Office: Tannery House, St Mary’s Street, Penistone, Sheffield, South Yorkshire, S36 6DT.