Delivery and Returns
Once you place an order with us, we will despatch your item within 24 hours. If you make the order before 2pm, we do our best to process your order the same day. Orders are not processed over the weekend or on public holidays.
Our standard delivery charge is £4.95 for smaller items and £6.99 for those that are larger. The shipping options are determined by the size and weight and/or value of the order you have made.
Your order will usually be delivered via courier or by the Royal Mail. This will depend on the shipping options selected by you during the checkout process. Standard delivery is usually by Royal Mail and next day via our courier service.
For the Dug & Bitch range of products, our standard delivery charge is £4.95. There is no next day delivery service available for these products.
For all products, the shipping cost will be added to your order total before payment is taken.
Unfortunately, at present we cannot ship to the Scottish Highlands or Northern Ireland.
This is a tracked and signed for delivery service. If you make the order before 2pm, your order will be processed the same day. If you make the order after 2pm, your order will be processed the next day. Orders are not processed over the weekend or on public holidays. Our couriers provide a two working day delivery service.
If you are not home when the package is delivered, you will be able to rearrange delivery or request the item is dropped off at a pick-up location nearby, if one is available. Please ensure you provide your contact details when making your order so the courier can contact you.
*Not available for Dug & Bitch products.
Out of stock items will be indicated as such on the website. Our stock levels are updated automatically. If we are unable to fulfil the whole or part of your order due to an event outside of our control, we will notify you as soon as we can in writing and cancel or suspend the order in whole or in part without liability.
Returns and refunds
All customers within the European Economic Area (EEA) get 14 calendar days to cancel their order if you change your mind on the product you have bought. This cancellation period starts from the day you receive all of the items in your order.
If you wish to return any items to us after the 14 calendar days period, we may, at our sole discretion, be able to offer you an exchange or store credit. The item(s) must be in the condition they were in when received by you.
We will not be able to refund any item(s) determined by us to not be in a reasonable condition, or that have been used, unless these are notified as faulty (see Faulty Goods section for more information).
We are unable to refund the postage cost for returning any items to us.
For hygiene reasons, opened food products and chew treats cannot be returned. If these item(s) are returned and found to be open, we can reasonably decline your refund request.
How to return an order
- Re-pack the item in the original packaging, or in a sturdy, secure and waterproof package.
- Complete the returns form located at the bottom of the dispatch note within your order and include this in your return.
- Return the package using your local Post Office and make sure you obtain a proof of postage (remember to keep this safe as it may be needed to prove the item has been returned).
Please note that upon receiving your return it will take us 2-3 working days to process your return.
The returns address is:
Gruff Stuff c/o myWarehouse Ltd
Unit 28, Heathfield
If your item is faulty, you can return it to us within 30 days of finding the fault. Please get in touch with us before returning. You can do this by one of two methods.
1. Complete the contact us form - https://gruff-stuff.co.uk/pages/contact-us.
2. Email us at email@example.com.
Please ensure you include a subject heading in the following format: "Faulty goods - [order number]" and include a short explanation of the fault. We will be in touch with you as soon as possible.
Please do not use any faulty items as we may not be able to provide a refund in such cases. If an item is returned and determined not to be faulty, we will notify you of the outcome and you will not be provided with a refund.
We offer free shipping on orders over £40. These orders will be sent via a next business day courier service. Please note that free shipping is only available in mainland UK. The Scottish Highlands and Channel Islands are not eligible.
Please note that all Dug & Bitch products will be sent via Royal Mail. Next business day courier service is not available. You will still get free shipping on orders over £40.
If you have any questions please contact us at firstname.lastname@example.org.