Welcome to Pedigree Shop’s FAQ section! We’ve compiled answers to the most common questions about our premium dog food delivery service. Can’t find what you’re looking for? Our dog-loving team is always happy to help at [email protected].
About Our Products
What types of dog food do you offer?
We provide a complete range of premium dog nutrition options including:
- Dry Dog Food (kibble)
- Wet Dog Food
- Frozen & Raw Dog Food
- Dog Treats & Chews
- Specialty Dog Mixers
How do you ensure the quality of your frozen and raw food during delivery?
Our frozen and raw products are shipped with special care:
- Insulated, temperature-controlled packaging
- Expedited shipping options
- Dry ice or gel packs as needed
- Clear “perishable” labeling
Ordering & Account Questions
How can I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your shipping information. Account benefits include:
- Faster checkout
- Order history tracking
- Personalized recommendations
- Exclusive offers
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your registered email address. You’ll receive a password reset link within 15 minutes. If you don’t see it, please check your spam folder.
Shipping & Delivery
What are your shipping options?
We offer two convenient shipping methods:
Standard Shipping (£12.95)
• Delivered via DHL/FedEx
• 1-2 business day processing
• 10-15 day delivery after dispatch
• Ideal for urgent supplies
• Delivered via DHL/FedEx
• 1-2 business day processing
• 10-15 day delivery after dispatch
• Ideal for urgent supplies
Free Shipping (Orders over £50)
• Shipped via EMS
• 1-2 business day processing
• 15-25 day delivery after dispatch
• Perfect for bulk orders
• Shipped via EMS
• 1-2 business day processing
• 15-25 day delivery after dispatch
• Perfect for bulk orders
Do you ship to my country?
We deliver worldwide except some remote areas in Asia and other locations. During checkout, simply enter your address to confirm delivery availability. If you have any concerns, please email us at [email protected] before ordering.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. You can also check your order status by logging into your account. Our team personally monitors all international shipments to ensure smooth customs clearance.
Payments & Pricing
What payment methods do you accept?
We accept all major payment options:
- Visa
- MasterCard
- JCB
- PayPal
Why was I charged more than the product price?
Additional charges may include:
- Standard shipping fee (£12.95) for orders under £50
- Customs duties or import taxes (varies by country)
- Currency conversion fees (if paying in a different currency)
Returns & Refunds
What is your return policy?
We offer a 15-day return policy from the date of receipt. To initiate a return:
- Email our team at [email protected] with your order number
- We’ll provide return instructions
- Once received, we’ll process your refund or replacement
My dog doesn’t like the food. Can I return it?
We understand that dogs can be picky! If your pup doesn’t enjoy our food, you may return unopened packages within 15 days for a full refund. For opened items, we may offer a partial refund or store credit at our discretion.
How long do refunds take to process?
Refunds are typically processed within 3-5 business days after we receive your return. The time it takes for the refund to appear in your account depends on your payment provider (usually 3-10 additional business days).
Still Have Questions?
Our dedicated team of dog lovers is here to help! Contact us at [email protected] and we’ll respond within 24 hours (usually much faster).
You can also write to us at:
Pedigree Shop
76 High St, St Albans, GB CH8L 2AO