Frequently Asked Questions
Q. How long does it take from order to delivery?
A. Our preferred shipment method is 2nd class Royal Mail so should be with you in 3-5 days. However, during the recent pandemic, some deliveries have taken longer.
Because of Brexit, the UK is no longer part of a customs Union with the EU. Customers in the EU may be subject to customs duty if orders are over €150 - this duty is dependant upon the origin of the product purchased. If you have any questions about this, contact me before you place an order.
Under the new Brexit rules you may also be required to pay your local rate of VAT on purchases over €22.
Neither of these fees can be reimbursed by us, however you have the right to refuse the parcel based on the charges. If you do so, we will issue a refund of the item cost ONLY, once/ if the parcel arrives back with us. We would encourage you to get in touch BEFORE placing an order if you have any questions.
Also, due to the current international situation with Coronavirus, there may be postage delays to both the UK and worldwide orders, because of special measures being implemented for your safety, and higher levels of absences with postage staff. It is still completely safe to receive mail, but it could take a bit longer than usual. Find out more here: https://www.royalmail.com/coronavirus
Q. Can you let me know how long it will take if the product is out of stock?
A. Please contact our customer service team on email@example.com for updates. We will always try to indicate deliveries due on the website if possible.
Q. How much is my postage and packing?
A. Our standard delivery charges are indicated during the payment process and is proportional to the weight and size of the order. However, orders over £20.00 will have free delivery.
Q. How are deliveries sent?
A. Unless otherwise stated we send all our deliveries via Royal Mail.
Q. How do I cancel an order?
A. Please email our customer service team on firstname.lastname@example.org with cancellations as soon as you can. However, if the product has already been posted we will direct you on to our refund policy for more information.
Q. How do I return an order?
A. Please follow the instructions on our refund policy page as this will tell you shipping information as well as our return address
Q. Can your products be used with prescribed medication?
A. All Primary Pets’ supplements are natural, therefore are safe to be used with most prescription-only medicines. Please contact our customer service team on email@example.com or speak to your local vet for clarification on specific medication and supplements.
Q. What if my pet is unwell after taking your supplements?
A. Like any dietary change adding supplements to the diet can cause mild upset. We would suggest stopping the intake immediately, give time to let the digestive system settle down and reintroduce again with small amounts then gradually building up to the label amount. If your pet still reacts then stop administration altogether. Not all pets take to all changes in diet.
Q. Can I give my dog more than one Primary Pets supplements at the same time?
A. Primary Pets supplements are all natural. It is sometimes beneficial to complement two or more of our supplements to help with multiple conditions. However, we would advise contacting our customer service team on firstname.lastname@example.org for advice beforehand.
Q. Are any Primary Pets products organically produced?
A. Primary Pets are registered with the Soil Association and are licenced to sell Organic products. Some of our range is organic and we will be expanding this over time any product that contains organic ingredients will be clearly marked.
Q. Can I come to you for advice rather than my vet?
A. We are happy to advise you on product information and general health queries but for more serious medical advice we will always recommend asking a reputable Vet as well.
Q. Who can I contact if I want to stock your products in my shop?
A. Please contact Primary Pets customer service team on email@example.com or call 07368 274986 for information on Wholesale prices. Additionally, wholesale products & prices can be viewed and ordered from Amazon Business accounts.
Q. Why do you use plastic bottles?
A. Plastic bottles are the only way to transport and store products like ours safely as well as keeping them dry. All our plastic containers are recyclable and should be disposed of responsibly. We use bottles that fit through your letterbox (wherever possible) enabling your item to be delivered hassle free.
Q. Are you planning to introduce any new products soon?
A. We are constantly updating our product range but please feel free to contact us at any time to request something. We keep a log of customer requests to gauge demand.
Q. My company run stands at shows and dog shows, do Primary Pets supply samples?
A. We would be happy to support local and national shows so please let us know how we can get involved with samples or support.