Frequently Asked questionos
How can I place my order?You can place your order via our website or by giving us a call on 0331 630 0616
Do you do repeat orders?We offer a subscribe and save service. This is where you can order food for your pooch on a regular schedule dependent how frequent you would need it. This saves you 5% per subscription, whilst also earning BONE-US Rewards with each delivery. This is perfect if you live a busy lifestyle and can also be adjusted if you have left over food or even put on pause if needed.
How do I sign up for details of offers, products, reminders and services?Simply sign up for our newsletter to be the first to receive information on any upcoming promotions and deals.
Where do you deliver to?We deliver to all UK mainland addresses, however for addresses in Northern Ireland, Islands and the Highlands it is dependent on your exact location. This can be calculated once you reach the shipping calculation page at the checkout.
How long will my delivery take to arrive?For orders above £59.99 we offer free standard delivery to UK Mainland (Excluding highlands & islands) Standard is 3-4 working days Express 1-2 working days
Will I receive a text or a call to let me know my delivery is on the way?Our courier will send you an email with the allocated time slot and if we have your mobile number, we will send you a text.
When will my order be dispatched?Orders placed before 12pm Monday-Friday are dispatched the same day.
Why does my tracking number not work?Once your order is sent out from our warehouse, please allow 12 hours for the tracking number to have been logged in our courier’s tracking system.
Do I have to pay to return my order?A refund of your original delivery charge or return postage costs will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.
What do I do if my item is faulty?
If your item arrives damaged or it is faulty, please contact our customer service team on 0331 630 0616 or via email email@example.comไ who will be more than happy to discuss this further with you and arrange a replacement.
Where do I return my order?If you need to return your order, please pack up your item(s) and put a note in the box with your order number, reason for return and send it to:
YDC C/O ADDMAIL SOLUTIONS LIMITED
SUITE 7 INTERNATIONAL HOUSE
Do you have any promotional deals for loyal customers?We regularly have promotional deals across our products that get sent out via email so be sure to sign up to our newsletter to be the first to hear about these. We also have our BONE-US Rewards, subscribe & save, and our Refur a Friend scheme.
Do you have a refer a friend program?We do! We would love to expand our ever growing Waggy community of dog lovers and owners. Therefore, we're rewarding you for introducing your friends to us! You receive £7.50 worth of BONE-US Rewards for each successful referral! Anyone can start referring their friends to us, you just need to create a free account on our website to get started.
How long does it take to introduce new food?We always recommend introducing a new food over several days to make the change as easy as possible on the dog’s system. The easiest way would be to start by feeding 75% of the old diet with 25% of the recommended feeding amount of the new food for a day or two. This can be followed by 1-2 days at 50/50 and for the last couple of days feed 25% of the old food with 75% of the new before moving completely onto the new food. For dogs with sensitive stomachs, you should extend this schedule to last 7-10 days to really minimise the chances of any problems
How do I choose what is best for my dog?
We have a quick and easy product finder tool to help you find the best food to suit the needs of your dog by clicking here.
What are BONE-US Rewards?
BONE-US Rewards is what we call our loyalty reward points system. It’s our way of saying thank you and are fully redeemable across any products on our site. For each £1 that you spend, you get 3 bones and every 100 bones is worth £1 to spend on our website. If you want to earn even bigger rewards, why not become a SU'PAW Member?