Frequently Asked Questions

Website Store
Ordering Discounts
Delivery Returns


  • What do I do if the product I want is out of stock?
  • If an item is out of stock please contact us via social media or by using our e-mail address

  • Why can I not find all the store products online?

    We are currently reviewing our website range and looking to considerably increase what we sell online in the near future. In the meantime we have our most popular products from store on the website alongside some great online exclusives.

  • Why has my payment been rejected?

    We use Visa and Mastercard’s identity verification as part of our payment process so all cards signed up to this scheme must pass this step and customers must provide their password before we are able to accept payment. This functionality provides greater fraud protection for you and us. Please ensure you follow this step for your payment and order to be accepted.  


  • Do we offer Home Delivery?

    Yes, we do.....terms and conditions apply

  • How do I return items bought in store?

    Please return the item with your proof of purchase where we will be able to assist you. See our Returns and Refunds page for further detail

  • What are your refund, replacement and returns procedures for items bought in store?
  • We are happy to refund or exchange any faulty items, otherwise our shop policy is to issue a Credit Note for the purchase

  • What methods of payment are accepted in store?

    We accept cash or card payments in store. The following credit and debit cards are accepted:

    Delta; Visa; MasterCard; Maestro, Electron, Amex. We are unable to accept cheques as payment

  •  Discounts:

  • How is my discount calculated?

    Our discounts are shown during the checkout process. You can click into your basket at any time to see which discounts have been applied.


  • Delivery:

    • Can I book a delivery slot?

      Due to the current pandemic, the business is evolving, so please contact us by e-mail or social media

    • Do I need to be in to sign for my delivery?

      Standard delivery: No, the driver is able to leave your order without a signature providing they are confident that the area your parcel is to be left is safe and secure. They will then leave a card for you to advise where the order has been left.

      If they do not feel happy there is a safe place to leave your parcel they will take the order away with them and leave a card advising you to call them to re arrange delivery.

      Next Working Day & Saturday delivery: Yes, these deliveries will need to be signed for.

    • How long will my delivery take to arrive?

      If you ordered on standard delivery your order will arrive within 4-6 working days.

      98% of all our standard deliveries arrive within 3 working days.

    • My order has arrived damaged who do I contact?

      Please contact us by e-mail or social media

    • Only part of my order has arrived?

      Please bear in mind if you have ordered more than one item, your products may be sent out from multiple locations or multiple parcels may have been required that then became separated during processing with our carriers and therefore may arrive separately.

      Orders weighing less than 2kg will be sent by Royal Mail and we do ask that you wait up to 7 working days for these orders to be delivered before contacting us to advise all or part of the order is lost.

    • What do I do if my delivery has not arrived after the specified time? 
    • Please contact us by e-mail. 

      98% of all standard our deliveries arrive within 3 working days.

    • When will my delivery be dispatched?

      Your delivery will be dispatched as soon as the items have been picked and packed. You will receive an e mail to confirm your order has been dispatched

    • Why does my tracking number not work?

      Once your order is sent out, please allow 12 hours for the tracking number to be sent through.

    • Which carrier will deliver my goods?

      Orders weighing less than 2kg will be delivered via Royal Mail. Orders weighing over 2kg will be delivered via DPD*.

      *With the exception of direct from supplier items which will be sent via the suppliers chosen carriers.

    • Will I receive a text or call to let me know my delivery is on its way?

      We currently do not offer a text or call service on Standard Delivery

      If your order is being delivered into the stores, we will either send a text message or a phone call to inform you this is ready for collection.  


    • Do I have to pay to return my online order?

      A refund of your original delivery charge or return postage costs will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.

      Your order can also be returned to our store. See our Refunds Policy in our Terms & Conditions for more details.

    • How do I return items bought via the website?
    • Please send all goods to the below address;
    • The Dog Hoose

      78 Front Street
      Green Ginger Arcade
      NE30 4BP


      Return the item(s) to our store.

    • How long does a refund take to process?

      We will process a refund as soon as the goods are received back with us in the case of returns, or as soon as we have seen photographic evidence in instances where goods are not to be returned and in any event within 30 days of the day we confirm you are entitled to a refund.

      Refunds are normally processed by your Card issuing bank within 2 – 5 working days of us raising the refund but some banks require 30 days to process.

    • What is your refund procedure for online orders?

      If goods are being returned to us in accordance with the Refunds Policy in Terms and Conditions, we will action a refund upon receipt of the goods back into our store.

      If goods are returned to our store they will be able to action a refund (if applicable) at that time.

    • What is your replacement procedure for online orders?

      Please  e mail us  and we will arrange the exchange for you.

      Online orders returned to our stores can be exchanged or refunded provided the store has stock available to complete the exchange.

    • What is your returns policy for online orders?

      Returns should be made within 30 days of receipt and in original, undamaged packaging.

    • Will you refund my original delivery charge if I return goods?

      If the item is faulty or damaged and returned within 28 days, then postage will be refunded.