Delivery & Returns Information

Terms & Conditions | Privacy Policy | Returns & Refunds

DELIVERY CHARGES
We offer a flat rate of £3.98 for all deliveries regardless of how much you order. Delivery to locations within the UK. (Unfortunately, we don't deliver to the Channel Islands)
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We aim to deliver your order(s) as soon as possible. We always advise that delivery should be made within 3-4 working days of ordering.

CAN I TRACK MY ORDER?
Once you place your order, you can log-in to the ‘My Orders’ section of your customer account on our website, which will display the courier tracking information. Furthermore, if during checkout you provide your mobile number, you should receive regular updates from Yodel regarding the status of your delivery. * Please note that a small number of orders are dispatched by post or another courier, so on these occasions courier tracking is not available.
To be able to view tracking you should create an account, guest checkout does not include online tracking, although we can supply the information on request.

COURIERS WE USE
We use Yodel as our main courier, as they offer a reliable service and comprehensive coverage across the UK. However, for some orders, we will send these via Royal Mail (Signature not required)

SIGNING FOR YOUR DELIVERY
When you place your order, you are able to leave delivery instruction for our couriers (Yodel) if you know that you will be unable to take delivery. Furthermore, after listening to our customers, we have also asked Yodel to leave goods with a neighbour, if you do not leave delivery instructions, but are unable to take delivery. This means that rather than Yodel trying to deliver on another day, they will instead leave  with a neighbour, and then drop a card through the letterbox, advising where the goods have been left. This helps to prevent our customers from having reschedule another delivery or having to drive to their nearest Yodel depot to retrieve their order.
If you are at home to sign for a delivery, then by signing for the goods means you are accepting they have been delivered in good condition. Please check the number of parcels you are signing for and if in doubt note the number of parcels received alongside your signature. We will not be held responsible for any goods signed for but not received.
Should the outer packaging be breached or the contents of a parcel appear to be damaged, REFUSE the effected parcel. It is not necessary to refuse the whole delivery.
If you sign for your delivery without checking or it is left without a signature and the contents are found to be damaged, we must be notified within 24 hours of delivery; and photographic evidence supplied of the inner and outer package BEFORE we can consider any replacements / refunds. We strongly suggest opening our outer packaging to check the contents on receipt.

NOTIFICATION OF SHORTAGES ON A DELIVERY:
Any shortages must be reported within 24 hours of delivery.

DELIVERY SCHEDULE
At sport-DOG.co.uk we pride ourselves on our delivery service and aim to despatch all orders placed before 12 noon on the next working day. With delivery taking place within four working days of despatch. Please allow extra time for delivery after public holidays.
Yodel Deliveries are made Monday to Saturday 7am - 9pm.

BACK ORDERS
If your item is not in stock, we will back order it for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Tax Charges for orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.

INTERNATIONAL DELIVERY (NON-UK)
Unfortunately, we don’t offer delivery to non-UK addresses at this time.

RETURNS
To request a return ID number please complete the form here. We will then contact you regarding the return of the product.
Returning Goods
Faulty Goods
You have thirty days from the date of receipt of your goods to inspect them for faults. If the goods are faulty you should contact us either by completing a returns form here, by phone or email within the seven days. Please quote the date of order and order number. 
We will collect the faulty goods for inspection and replace them at our cost. 

Unwanted Goods 
Orders may be cancelled within 7 working days without giving a reason. The customer is responsible for all charges incurred returning goods, which will differ from that of the delivery charge. 
All other monies paid will be refunded within 30 days (excluding postage), The 7 day cancellation period will commence on the day following the customer receives their order. 
Goods must be returned in the same condition as delivered, therefore cellophane protection should not be removed and goods not cut. 
Boxed items must be returned complete, not part used. 

Non Delivery
If whole or part of your order is not delivered you must contact us within seven days of receipt either by phone or email quoting order date and order number and we will resend the items immediately for next day delivery. If however we are unable to send the goods and you need to purchase the items locally we will refund the cost plus the difference (within in reason) if more expensive elsewhere  
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Exclusions
Several types of goods are exempt from being returned. Perishable goods such as food, cannot be returned. 

Additional non-returnable items:
* Gift cards
* Downloadable software products

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at rob@master-plastics.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@sport-dog.co.uk or complete a returns form here and send your item to: 

Sport Dog
3 SMALL STREET, BRISTOL, BS2 0SQ, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £25, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.