As we are sure you will appreciate, to be able to offer you, our valued customers, the largest selection of pet products in the World, now totalling some 17,000 products, some of these lines have to be ordered specially.

These can take up to 15 working days to be delivered although are often a lot quicker. – All items that need to be specially ordered are marked on the site or listed as DIRECT DELIVERY.

We regret to have to inform you that items ordered from the Special Order list, cannot be cancelled or returned unless faulty on arrival.

In the unlikely event of us being out of stock of the main stream products, K9 Capers reserve the right to supply more of a smaller size food or treat and charge the appropriate difference in cost if any. This cost will not exceed your original item value.  If a delay in delivery is likely to be more than 4 working days, you shall be contacted by a member of our sales order team to advise you of the problem.

With non specialist items, a replacement product may be selected for you which shall be charged at no more than the original item ordered.

All out of stock products can be checked at www.pet-foodshop/orderstatus.asp or www.pet-foodshop/myorders normally 24 hours after placing your order and if listed as "0" and regarded as non-essential shall be removed from your order and refunded to your card.

All products purchased from The Pet Food Shop are covered by the manufacturers guarantee of quality. If you have purchased a product from us, and find it to be faulty within the specified guarantee period or substandard in any way, please telephone 0871 271 8991 or click here to notify us by email.

The product will either be exchanged, repaired or if preferred and purchased within 28 days, your money will be refunded in full. (NB: Your order number and receipt must be retained in order for any exchange or refund to take place)

This does not affect your statutory rights.

7 Day Money Back Guarantee - Buy any product from us, and should you not be completely satisfied, it can be returned to us, as long as it is complete and in the original packaging for a full refund or exchange (less postage and credit card processing costs) within 7 days.

The item must also be returned at your cost unless your goods were delivered by one of our own K9 Capers Franchisees. We are of course more than happy to arrange collection of these items and will only charge you at cost for this service. To notify us of your dissatisfaction, please click here to send us a note.

Should replacement goods be required, a further postage charge will be made to cover the costs of re-sending the new item.

If you have any complaints about our products of services, and you have not had a response to an email or telephone call within 48 hours, please contact Mr Tim White on 0871 271 8992 or email direct at t.white@k9capers.com

The Pet Food Shop cannot accept responsibility for the package once left. Of course it is always helpful if you think you may be out to enter some special instructions at the checkout to let us know where it is best to leave your order or which delivery day you would prefer.  If you would not like us to leave your delivery if you are out, please inform us when placing your order.

Further delivery information can be found at our shipping FAQ page which will answer all of your questions. Please click here to view the details.

The information detailed above does not affect your statutory rights.