Last updated August 2022
Dispatch Information
Orders on ThatDog.com are currently only available for dispatch and delivery to UK addresses.
While the vast majority of UK locations are valid for delivery, a few locations may not be covered by our delivery service if the address is not complete or recognised. We shall be in contact with you if there is an issue with the address you have provided.
We offer free delivery on orders over £15 for the vast majority of UK addresses using the Royal Mail 48 service.
We aim to dispatch your item within one to two working days. Please allow extra time for dispatch and delivery during Bank Holidays in England. We try and get orders out as quickly as possible. If for any reason your order takes longer to be dispatched or delivered than anticipated, we will contact you either by email or phone to inform you about this.
Delivery Services Available
Our preferred shipping service is Royal Mail (or Parcel Force depending on size) for all of our deliveries for the convenience of our customers.
Royal Mail 48
We normally use Royal Mail 48 service for delivering your order. Royal Mail aims to deliver in two to three working days including Saturdays. Although this service is not tracked throughout the journey, it does provide online GPS delivery confirmation.
Royal Mail 24
You are able to upgrade to this quicker delivery service, where Royal Mail aims to deliver the next working day. Although this service is not tracked throughout the journey, it does provide online GPS delivery confirmation.
Royal Mail Special Delivery Guaranteed
If you upgrade your delivery to this option, Royal Mail guarantees for the item to arrive the next working day by 1 pm. This option provides detailed tracking throughout the journey and requires a signature on delivery. You will be emailed this tracking number when we have processed your order.
Delivery Addresses
ThatDog.com allows delivery to alternative delivery addresses including business addresses and places of work. If you do specify a business address for delivery, please ensure that there will be someone available during normal working hours e.g. at reception who can take delivery on your behalf as Royal Mail delivers to the address and not necessarily to the named person.
Please note that in a multiple occupation building, anyone in the building is allowed to sign the parcel to confirm its receipt. Royal Mail and other delivery companies consider an item as delivered, once the item reaches the address provided regardless of the occupant receiving it. It is your responsibility to ensure that the recipient is at the delivery address.
When receiving your order you should inspect the packaging, to ensure that it has not been tampered with in any way. If it does appear to be tampered with or damaged, you should refuse delivery. If there are any other problems with the item, please contact us immediately on contactus@thatdog.com with evidence (e.g. a picture) of the item.
If you miss the delivery person, a card will be left to give you instructions to either arrange a redelivery or to collect it from your local sorting office or nearest delivery collection point.
Not Received Your Items?
Unfortunately, as with all delivery services, there are rare circumstances where parcels do not arrive in the agreed timescale or they are lost completely. We endeavour to ensure that the item is delivered to you as soon as possible by contacting the delivery service and attempting to locate your parcel and have it delivered. In the case of lost items, we cannot refund orders or send out a replacement until the delivery is confirmed to be lost. This must be confirmed by the delivery service. For example, compensation for loss will not be considered for an item that Royal Mail has not delivered or attempted to deliver until after 10 working days for standard class items.
If for any reason the item is returned to us (e.g. incorrect address specified, item not called for), then That Dog Ltd will inform you immediately by email, as soon as we receive the item. From this point, you will be given a choice whether you wish us to dispatch the item again or for you to cancel the order. Both options may occur a small fee, we will inform you further about this via email. If you choose us to dispatch the item and is undelivered again, we reserve the right to charge delivery charges for subsequent deliveries. Please note that for items that were undelivered through fault of the consumer and a refund is requested, That Dog Ltd reserves the right to deduct our outward shipping fees from the refund total.
Although we are able to dispatch and deliver almost every order in the specified timescale, in rare circumstances our dispatch and delivery capacity may be exceeded and cause some delay. We regret that this situation can occur very occasionally and is an unfortunate situation that is naturally associated with buying goods online, however, this only occurs in rare situations, and should this occur, we will try to notify you via email and attempt to deliver your item(s) as quickly as possibly.
The other circumstance which may cause a delay is when the delivery service itself has a problem. This, again, is a rare situation but is unfortunately beyond our control. In these situations, we will do our very best to take responsibility for the situation and ensure that your order is delivered as quickly as possible.
If a delivery is late, e.g. the postal service (Royal Mail) fails to deliver within the above timescale, then we will look into and resolve this matter. Provided that we have been given enough information from the customer about the item delivered outside reasonable timescales, it is at That Dog Ltd discretion to compensate the customer by offering vouchers for future purchases if the delivery was free or refunding delivery costs if the delivery was chargeable. Compensation will not be provided to cover consequential losses, e.g. time taken off work to receive deliveries or the item is intended as a gift, and you purchase the same item from a more expensive retailer.
Returns Policy
We hope you love everything you buy from us, but we understand that occasionally you need to return items. You can return an item for any reason. It does not matter if you’ve just changed your mind or you incorrectly purchased the wrong size. If you want to return items to us, please remember they should be in their original condition at the time of return within 30 (calendar) days from when you received your delivery.
Personalised goods are exempt from the 30-day returns policy due to the goods being personalised.
You will need to have the order number to hand. You will need to send us an email, informing us about your return and we will provide you with the return to sender instructions. Once we respond your email, you have another 14 days to return the goods. You will need to cover the cost of return postage, unless you can prove the item was faulty.
Refunds
We suggest keeping a proof of postage and for added reassurance, you should consider a recorded delivery service for higher-value items. This will help us track the item on its way back to us and process the refund without delays. We will refund your account once we receive the item in its original unused condition with undamaged packaging.
We aim to refund you within 14 days of receiving the item back. The way you originally paid for the order will determine how you’re refunded.
Exchanges
We only replace items if they are defective or damaged.
To exchange your item, you shall need to follow the returns process and create a new order for the desired replacement item.
Need Help?
Contact us at contactus@thatdog.com for any questions related to refunds and returns.