Delivery & Returns
Postage & Packaging costs are displayed at the checkout.
We dispatch Monday to Friday. This excludes Bank Holidays.
If an order is not received within the delivery timeframe we advise prompt follow up. In any event, if you have not received your order within 1 week of despatch please contact us and we will investigate.
We cannot be held responsible for any failed/delayed delivery as a result of incorrect, incomplete or unclear address information. Therefore we would urge you to check this thoroughly as you checkout and on the order confirmation email.
Once your order leaves us we are unable to change address information or redirect orders without incurring charges which you will need to cover. If we cannot contact you to verify delivery details due to an invalid email address and/or telephone number being given we reserve the right to cancel the order.
Return & Exchange Policy
Including Terms and Conditions
By proceeding with your order you are agreeing to these so we would advise you to read them carefully.
Processing Your Order
We process orders on working days only Monday to Friday, this excludes Bank Holidays. If for any reason we are short of stock and are unable to fulfil your order we will contact you via email/message or phone to ask whether you would like an alternative product, a refund or to hold the order until new stock arrives
We reserve the right to cancel and refund any order if we have reason to believe that the order is fraudulent, or we are unable to contact you due to an invalid email address and telephone number being provided.
If an item is returned to us as a result of a recipient not following up on the delivery within the time frame, an additional charge will be liable to repackage and resend, or alternatively we will refund minus the delivery charge.
If your order is returned to us because the recipient has failed to respond after Royal Mail or our courier has attempted deliveries and notified them, you must cover the cost of resending the order should you wish to do so. If you choose not to resend your order after it’s been returned we will refund you the value of the goods only, not the delivery costs.
In the unlikely event that you order goes missing, we will offer to send a replacement order or refund.
If your order arrives damaged, please do not dispose of the package. Please photograph the package and email us so we can resolve any issues as quickly as possible for you.
Our courier deliveries can be delivered any time during working hours. We are unable to provide an estimated time of arrival.
Unless you instruct us otherwise, orders are automatically authorised to be left with a neighbour if the recipient is out (they will always try to deliver directly first though). In this event, our courier or Royal Mail will leave a card advising you where they have left your package. If you DO NOT want your order to be left with any neighbours or there is a safe place where you're happy for it to be left please tell us in the delivery instructions box when you check out so we can inform them.
See our delivery info page for details of UK areas not classified UK mainland by courier
For full details on the delivery services we use and associated costs please see our Delivery Info page.
Our Products & Packaging
The costs shown for our products include VAT at 20%.
The Dog Basket only sends out the best quality products to our customers that are well within their best before date. However we cannot accept responsibility for deterioration caused by climatic conditions or transportation once the goods have left our premises.
Upon receipt, to ensure your treats/food remain in the good condition, store them in a cool, dry place. We also recommend that they're consumed as soon as possible to be enjoyed at their best.
We do not manufacture any Treats/Food/Products ourselves, therefore if you have a quality issue with a product we will require it to be returned before we can offer any recompense and to enable us to investigate fully.
If a product is out of stock from a themed gift item, we will substitute it with something else of higher or the same value.
We stock a huge range of products from many different manufacturers. Our product description is to the best of our knowledge at the time it goes live on the website, each time we replenish stock this will be checked against product details we hold.
In line with our environmental commitments, we will choose the most minimal packaging to send your order without compromising presentation or affecting the quality of the products.
Right to Cancel
By making a purchase you are entering a contract to buy said products with The Dog Basket
You have the right to cancel this contract within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last goods.
To exercise the right to cancel, you must inform us (The Dog Basket, 10 Beech Ave, Haydock, Merseyside, WA11 0LS.
or email firstname.lastname@example.org) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than 14 days after the day we receive back from you any goods supplied. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back.
Returned goods should be returned by recorded or registered post to the address above, as we cannot be held responsible for losses with Royal Mail or any other mail delivery system
The deadline is met if you send back the goods before the period of 14 days has expired.
The return postage is to be met by the you the buyer and not the seller The Dog Basket unless otherwise agreed.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
The exception to this is food products. For health and safety reasons these are not returnable, also made to order and/or personalised goods.
We strongly recommend that all treats and toys particularly those that contain squeaks, should be given to pets only under supervision.
All dogs should be supervised with toys and treats
Always seek vets advice should your dog become ill in the 1st instance
All about us
The information provided throughout the website and on this page ensure we are fully compliant with the EU Distance Selling Directive. The Dog Basket is owned by The Dog Basket