Frequently Asked Questions
Q. Why haven't I heard back regarding my query or order?
A. When you place your order you will receive an order confirmation. If you do not, please check your junk/spam email folder as sometimes our emails are filtered out. We reply to all queries and email customers regarding orders as soon as possible.
Please check and make sure that a valid email address is given when your order is placed. Contact us if you do not receive your order confirmation within a few hours of ordering, we can resend one.
Q How to I measure my dog to get the correct product size?
A. Please scroll down to the longer description at the bottom of the page of the product you are viewing. Here you will find full sizing and fitting instructions to ensure you select the correct size for your dog. Left/Right sides are from the dog's point of view.
If you are still unsure or stuck between two sizes, please give the Zoomadog team a call on 01624 829575 or email us at [email protected]
Q. What is your shipping Policy?
A. We ship worldwide by Royal Mail. You can view all our shipping options and times here. We can also ship on 24 - 48 hour delivery to the UK, please select this option when you checkout.
Q. Can I return/exchange my item if it isn't suitable?
A. You can view our full returns and exchanges policy here. Please make sure there is no hair / dirt or odours on your item before you return it otherwise it will not be accepted for a full refund or exchange. We cannot refund used products.
Q. What's the quickest time I can receive my order?
A. If your order is urgent, please select 'Express delivery' at checkout, this processes and ships the same day if ordered before 3pm, and will be delivered to you by 1pm the following day with Royal Mail Special Delivery. This option is only available to dispatch Monday to Thursday. If you need delivery for Saturday, select next day shipping Frday, your order will be guaranteed for delivery before 1pm on the Saturday.
Q. Is your site secure?
Yes. Our site is hosted on secure servers and the checkout process is encrypted for your protection.
Q. What if I'm looking for an item that you don't currently carry?
A. If you can't find the item you are looking for please contact us with the product name and description and we will do what we can to help. There are also some specialist products that we can ship in for you, but they are custom made, so please call us if you cannot find a suitable product on our site.
Q. Can I use multiple products simultaneously?
A. Yes! All of our products are safe to be used in tandem with each other. Look at the cross selling product tab under the products description.
Q. Are your products safe for all animals?
A. Zoomadog offers products specifically designed for use in and on dogs, however most of our products are also safe to use on cats - please contact us before you order with any product queries.
Q. Do you share my personal information?
A. No. Although we offer email updates and discounts via email, with your permission, the information you provide to us is used only to fulfill your order. We do not share or sell your information.
Q. Do you offer a product performance guarantee?
A. Although we are confident in the products we offer, due to their use on living animals, we are unable to guarantee specific results.