FAQ’s

Q

What is the latest update in relation to government guidance on Covid-19 restrictions?

A

Our Store is based solely online, We use trusted courier services to deliver your orders right to your door

Q

Do I need to have an account to place orders?

A

No, we do however encourage our customers to create an account when placing an order, as this will save you time when placing orders in the future.

Q

Where is my order & how to I track my order?

A

You can see the Status of your order by Clicking here. You will need to have your email address and order number to hand when contacting us. (ask@arandall.co.uk, 0800 009 6312).

When you have placed an order with us, we then reschedule your delivery with one of our couriers you should receive tracking information from our courier if not please contact us for your tracking number.

Q

Do you sell live animals?

A

As an online pet retailer, we currently do not sell live animals

We may look into this in the Future.

Q

Will my order arrive in the same parcel?

A

We will always try to pack your order in to as few parcels as possible, however, for larger orders we may need to send your order in more than one parcel. In the majority of cases orders split into more than one box will always arrive at the same time but there might be occasions when they arrive separately. Please wait until your delivery day has passed before contacting us about any outstanding items.

The exception to the above is for flea subscription orders which come via Royal Mail and will always arrive separately to the rest of your order.

Q

Do you have a Click & Collect Service?

A

Not Currently, This is planned for the future.

Q

An item has arrived damaged, what do I need to do?

A

If this happens please contact us as soon as possible. Please have your order number and the details of the damaged items to hand.

Q

I have sent an item back, how long does it take for my refund?

A

You have 30 days to tell us you are returning an item or order. Once you have told us and booked your return you then have 14 days to return the item. Once we have received your returns, we will then process your refund within 14 working days (please note: it takes 3 to 5 working days for a refund payment to be credited into your back account) Please check out our Returns & Refunds Policy.

Q

I am returning a damaged item, do I have to pay the postage?

A

No, if you are returning a damaged item or a recalled item, we will arrange the collection of your return via UPS or FedEx. Please check out our Returns & Refunds Policy.

Q

I am returning an item and it’s not damaged, do I have to pay the postage?

A

Yes, as you have changed your mind, you have to cover the cost of the returns, Please check out our Returns & Refunds Policy.

Q

I’m receiving emails but I don’t opt in to emails?

A

Currently our website does not allow us to ask you to opt in or out of our email Newsletters. If you have placed an order with us, we automatically add you to our mailing list. If you do not wish it receive our newsletters you can unsubscribe at anytime. To unsubscribe open one of our emails and scroll to the bottom and them click/tap Unsubscribe. You will then be removed from our mailing list. 

Q

I don’t want to place an order yet, but how to I sign up to receive your Newsletters?

A

To sign up to our newsletters visit https://arandall.co.uk/news and fill in the short form and submit.

Q

Is ARandall’s Best Pets on Social Media?

A

Yes, we are on Facebook, Instagram, Twitter, TikTok and Linkedin