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Frequently Asked Questions
The following information is designed to answer common questions you may have. If you do not find the information you are looking for here, please contact us via email at shop@pawsitive.co.uk or by phone on 020 8856 7114.
The information in this section should not be interpreted as our Terms & Conditions. Our Terms & Conditions, which you will be required to agree to when placing an order with us, can be accessed from any shop page within the Site.
How do I place an order?
The simplest way to place an order with us is via our online shop. Choose which item(s) you wish to purchase and place it in your cart. You may then either Continue Shopping or proceed to the Checkout.
Orders can also be accepted via email at shop@pawsitive.co.uk, over the phone on 020 8856 7114 or in writing at Pawsitive Ltd, 15a Kidbrooke Park Road, Blackheath, London SE3 0LR.
If you have any questions about a specific item, or would like any help or advice prior to making a purchase, we will be more than happy to help - simply send us an email or give us a call!
What payment methods do you accept?
We accept a variety of payment methods to suit you. At the Checkout, simply choose from the following payment options:
- Credit and Debit Card payments are accepted online through Paypal or Google Checkout.
- Bank Transfers can be made through Paypal or you can call us on 020 8856 7114 if you wish to use your online banking facility to transfer funds into our account directly.
- Cheques, Postal Orders and Banker's Drafts are accepted and should be made payable to Pawsitive Ltd and sent to Pawsitive Ltd, 15a Kidbrooke Park Road, Blackheath, London SE3 0LR. Payment must be received within 7 days of placing an order or we will cancel the order. Orders will be dispatched upon clearance of funds for cheque payments.
How much do you charge for delivery?
It is our policy only to cover the costs of postage & packaging, and the charge for each order depends upon the delivery method you choose and is based on the weight, shape and size of the goods you are ordering, as well as the shipping destination. We feel that this is the fairest way to charge for delivery, as opposed to charging a fixed delivery price which can work out to be excessive for very small and/or lightweight items.
To see the delivery cost of your order, select the product you want and click 'Add to Cart'. This will take you to your Shopping Cart where you will see the item(s) that you have selected and the price of each item. Choose the delivery method (first class, second class or Special Delivery) and the delivery cost for the order will be calculated. If you wish to change the quantity of any item in your cart or remove items from your cart, you can do so. If you change the quantity of an item or remove items from your cart and would like to check the new delivery cost, simply click 'Update Cart'. If you would like to add other items to your cart or continue browsing the shop, click 'Continue Shopping' to return to the shop pages.
Delivery prices are based on first class, second class or Special Delivery, as specified by you during the ordering process, within the UK. On occasion, such as during postal strikes, we may choose to use an express courier service (usually DHL Express 24 Hour Service) instead. If you would like your order shipped outside of the UK, please contact us for delivery prices to that destination.
When will I receive my order?
We aim to process and dispatch all orders received within 2 business days of receiving your cleared payment, although most orders are processed and dispatched within 1 business day. Orders placed and paid for before noon are normally dispatched same day, providing all items within your order are in stock.
If an item will be unavailable for dispatch within 2 business days of receiving your order and payment, we will notify you via email at the earliest opportunity, usually within several hours. In that case, you will be advised via email when we expect to have the item in stock. You can then decide if you would like to wait for new stock to arrive, or if this is not convenient, we will issue a refund for the cost of the item and applicable postage to your original payment method.
Delivery times (the time from when you pay for your order and when you receive your order) are dependant upon our processing time PLUS the method of delivery that you choose at the checkout. As previously stated, we normally process and dispatch orders within 1 business day of receiving payment and, where possible, same day. Please note that while we make every effort to process orders as quickly as possible, we cannot guarantee same day dispatch even if you have paid for Special Delivery. Special Delivery refers to the delivery method and not our processing time. Special Delivery items are guaranteed to be with you one working day after they have been dispatched by us, they include insurance against loss or damage and they require a signature. First class items should be delivered to you 1-2 working days after dispatch and second class items should be delivered to you 3 or more working days after dispatch.
What is your returns policy?
If you are not totally satisfied with your purchase or you have simply changed your mind about your purchase, then in line with the Distance Selling Regulations, you can return your item provided you inform us of this decision via letter or e-mail to Pawsitive Ltd within 7 working days of receipt of your order. Once you have informed us of your decision to return goods under the Distance Selling Regulations, you have 7 working days to return the item(s) at your own expense. You will be responsible for the safe return of the goods. The goods must not be opened nor used and must be 'as new' when returned to us. All items must be complete with original packaging, manuals, peripherals, etc., as originally supplied. Manufacturer packaging must not be defaced in any manner. Once goods are received at Pawsitive Ltd, we will issue a refund for the cost of the goods to your original payment method. Alternatively if you are returning the goods in order to change the size you will be responsible for the return of the goods as above and you will need to pay another delivery charge before we will send your replacement.
What if there is a problem with an item I have purchased?
In the unlikely event that a product is faulty or defective in any way, do let us know immediately. Different products come with different manufacturer warranties and/or guarantees. As such, we will advise you whether it is better to return the product to us for replacement/refund or if you are better off contacting the manufacturer/distributor directly for repair/replacement.
For example, we will happily replace a faulty Lupine product anytime during the life of the product, but if you had purchased an Aboistop anti-bark collar that developed a fault 13 months after you had purchased it (and you had activated the two year manufacturer’s warranty), you would be better off returning the product to the UK Distributor, as detailed on the warranty card, for repair or replacement.
What is your privacy policy?
The ordering process requires certain information to be given by you at the time of ordering and is collected lawfully and in accordance with the Data Protection Act 1998, by Pawsitive Limited. Pawsitive Limited will only ever ask you for information that is necessary and relevant to the processing and delivery of your order with us. We will never ask you for passwords, nor shall we ever pass your details on to third parties (i.e. direct marketing organizations) that are not integral (i.e. Royal Mail) to the fulfillment of your order.
The information we hold about you is used only for the purpose of processing your request and to communicate with you on any matters relating to the provision of the service in general. Information and statistics may also be used for the purpose of monitoring site usage. These statistics will not include any information that can be used to identify any individual. Cookies are used on this shopping site. Our complete Privacy Policy can be accessed from any shop page within the Site. Should you have any further questions or concerns regarding the privacy of this site please e-mail shop@pawsitive.co.uk.
We may contact you in future regarding special offers, news items etc., if you have given us permission to do so. If you would like to stop receiving such communications, please send us an email at shop@pawsitive.co.uk and type ‘Unsubscribe’ as the Subject or within the main text area.
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