Terms & ConditionsMaking A Purchase Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
We accept most debit and credit cards through our on-line secure payment terminal but if you prefer we continue to accept orders by telephone, fax, email and post. We do not charge for any item until it is ready to ship. Back ordered items are not charged until they are shipped.
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case of orders placed from beyond our delivery zones or a mistake has been made in pricing, or we are no longer able to supply a particular product for some reason.
As part of our policy of continuous product development, all products, specifications and prices may be subject to change without notice. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. E&OE.
Delivery & Handling Charges We offer FREE delivery on all orders £25.00 and over (*excluding Live Food) to a single delivery address within mainland England, Wales, Scottish and Northern Ireland.
Order values below £25.00 will be subject to £3.95 delivery charge. Local Free delivery (within 5 miles of Codicote SG4) no minimum order value.
Orders are dispatched promptly, usually the same day as receipt for orders placed by 2pm, for delivery the next day.
Please note our carriers impose a minimum carriage surcharge of £5.00 to deliver to the Isle of Wight and £7.50 for the following Scottish postcodes HS IV41-51, IV55-56, KA27-28, KW15-17, PA41-49, PA 20, PA60-67, PA77-78, PH42-44, PH60, ZE, IM, JE & GY. All delivery charges will be calculated in the checkout area. We cannot deliver outside the United Kingdom.
Handling Charge- Some heavy and fragile products require special handling and shipping, in these few instances an additional charge will be raised to cover the cost. Any additional or handling charges will be clearly marked on the product prior to you buying it.
On occasion, we reserve the right to refuse or cancel any unprofitable accounts or orders placed with us.
Our carriers will accept Special Instructions to leave goods at a designated location at the purchasers own risk without signature.
*Please note: All Live Food (+Pro-Grub) is sent direct from the farm with free delivery and is not counted in your shopping basket. Delivery Schedule We aim to despatch all orders placed before 2 pm the same day on a 24-hour delivery service. For example, an order placed on Monday morning would be shipped that day for delivery by 6.00pm Tuesday.
Delivery Schedule: Our carrier's normal delivery service is Monday to Friday between 8.00am - 6.00pm. Special delivery arrangements i.e. AM or Saturday deliveries can be arranged and will be charged to you at cost, please phone us for details.
Our carriers (City Link) will accept Special Instructions to leave goods at a designated location without signature at the purchasers own risk.
Certain orders for small items weighting under 1kg may be sent 1st Class via the Post Office at the discretion of the company. Additionally, Live Food and occasionally other items may be sent direct from the farm or manufacturer and this service will take 1-4 days.
Non-DeliveryNon-delivery or lost goods must be reported, by the purchaser, to us within 10-days of date of order. Goods left without signature is at the purchasers own risk. We cannot accept responsibility for goods outside of these terms.
Back Orders In the unlikely event your item is not in stock, we will back order it for you. You will always be emailed with the option to cancel or change your order if you would rather not wait.
Credit Card Security We use the highest security system fully PCI compliant with 3D secure provided by Creditcall payment services in our checkout pages, with Lloyds payment services for your total protection and peace of mind.
Tax Charges Prices shown in the on-line shop are applicable for mainland UK only and are inclusive of VAT at current applicable rate.
Returns PolicyWe want you to be completely satisfied every time you shop with us. Occasionally though, we know that you might want to return an item.
Defective itemsYou can always return items if they are defective. Please note we only accept returns of opened items if they are defective. Please see below for details of how to return defective items to us.
If you are returning an item because of an error on our part or because it is defective, we will be happy to refund any delivery charges incurred in sending the item to you and your costs in returning it to us.
To return an itemIf you wish to return an item please call and inform us on 01462 420000. You will need to wrap the package securely and send it complete with all original packaging and instructions to Ark Wildlife Limited (Returns), Dog Kennel Farm, Charlton Road, Hitchin, Herts. SG5 2AB, enclosing your contact details and the reason for the return. In the case of a defective product, please provide a full description of the fault. For your protection we recommend that you use a recorded-delivery service.
This returns policy does not affect your statutory rights.
Cancelling an itemUnder the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within 7 working days, beginning the day after the delivery date. If you decide to cancel, please call and inform us on 01462 420000 and return the goods to us unopened and in their original condition. This applies to all our products. However, we regret that we cannot accept cancellations of contracts for items where the packaging has been opened.
To cancel your contract, return the item to us with the delivery note and a note confirming that you wish to cancel, and stating your contact details and customer number. The return address is Ark Wildlife Limited (Returns), Dog Kennel Farm, Charlton Road, Hitchin, Herts. SG5 2AB.
Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. If we arrange for the items to be collected we will deduct the cost of doing so from the amount refunded. As soon as we receive notice of your cancellation of this order, we will refund the purchase price for that item within 30 days.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
Our Contact details:Ark Wildlife Limited
Dog Kennel Farm
Charlton Road
Hitchin Herts
SG5 2AB
Phone: 01462 420000
Fax: 01462 420022
office@arkwildlife.co.uk |