FAQs

Here are the answers to some of our frequently asked questions. If you have any further queries, or wish to leave feedback on our service or products, please get in touch . We would love to hear from you.

Can I order by phone instead of online?

We currently only accept online orders, although we hope to offer telephone ordering in the near future. If you are having problems placing an order, please do contact us and we will try to help.

What delivery methods do you offer?

K9 Hero offer either postal or courier delivery, depending on the order value and the contents of your parcel.
We offer a range of delivery methods, detailed below:

  • Standard delivery (3-5 days)
  • Premium delivery (2-3 days)
  • Express delivery (1-2 days)
  • Saturday delivery.

For further details, please visit the delivery page.

Do you ship internationally?

Currently we only offer delivery to UK addresses, which includes the Scottish Highlands and the Channel Islands. Delivery for both the Scottish Highlands and The Channel Islands can take a little longer. Delivery charges are available on this page

Is online payment secure?

We take security very seriously and our payment system is completely safe and secure. We use SagePay and all information is fully encrypted – no credit card details are seen by K9 Hero or stored on our system.

What is your returns policy?

We hope that you will be completely happy with your order, but we do offer a 14 day no quibble returns policy. Please make sure that the item is returned in its original packaging, unused and intact so it can be resold and include your delivery note.

After inspection of the item, we will exchange or refund the charge, but please note we are unable to refund the cost of the return delivery charge.

Refunds will be processed onto the original payment method and it may take up to 14 days for this to show on your statement.

What do I do if my goods arrive damaged?

We carefully pack all our orders to ensure they reach you in perfect condition. In the unlikely event that an item is damaged, please contact us immediately . If possible, please take a photograph and send this to us, so we can instigate an investigation with our courier. After we have received this information we will be in touch to resolve the issue for you.

Do you have a shop we can visit?

No, we are an online business, but please let us know if you need further details about any of our products and we’ll do our best to help and advise.

What payment methods do you accept?

We accept most credit cards including Mastercard and Visa. We also accept payment through ApplePay and PayPal.

Will I get a receipt?

Yes. All orders receive a confirmation email which lists the order details and the total payment received. We also send confirmation from our payment providers that payment has been taken.

Do you offer trade discount?

Trade discount is not available, but we do offer discounts to dog clubs, dog organisations and dog charities, subject to prior application and approval. Please get in touch if you’d like to find out more.

Do you offer discounts or coupon codes?

Yes, sometimes we offer promotional coupon codes through the website, newsletter, email or on social media. To keep up to date, please make sure you have signed up to our newsletter via the form below.

How can I check I’m ordering the right size?

Please check our product pages before ordering – we have provided as much sizing information as we can, and, wherever possible, provided videos from the manufacturer to help with sizing and fitting. If you are in any doubt about sizing, please do contact us and we will do our best to advise!

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