Frequently Asked Questions
We are always happy to answer any of your questions and queries, if you cannot find the answer here please contact us.
Q. How can I get in touch?
You can contact us via email at hello@totallyhealthful.co.uk or speak to our customers services team on 01565 740777.
You can also ask us a question via the website by clicking on the green “help” icon in the bottom right hand corner of the website. We will endeavour to answer your questions as soon as possible. At weekends this will be slower.
Alternatively you can contact us by post at 12 Dalby Court, Gadbrook Business Centre, Northwich, Cheshire, CW9 7TN.
For all contact please include your full name and order number.
Questions about Delivery and Returns
Q. When will I receive my order?
Dispatch of Orders: We aim to process and dispatch all orders placed before 3.30pm Monday-Friday on the same day. Orders placed after 3.30pm or at weekends or bank holidays will be dispatched the following working day. Your chosen shipping method will then affect when you will receive your order. See below.
Shipping Times: The shipping time will depend on the method of shipping you have selected at the checkout.
We offer Tracked 48 delivery via Royal Mail for orders up to 4kg. Orders over £48.99 are sent free of charge via Royal Mail Tracked 48.
Items over 4kg will be sent via APC courier and will attract an additional postage charge (£7.49 APC Next Day service ( 1-2 day service))
All orders over £130 will automatically be sent via Tracked 24 at no extra cost, unless weighing over 4kg. Parcels heavier than 4kg and over £130 will be sent via APC.
Orders over £200 (and under 2kg) will be sent with Royal Mail Special Delivery, which will require a signature. Orders over £200 and over 2kg in weight will be sent with APC.
Please note that there are restrictions with deliveries to certain postcodes if APC Courier option is selected.
We also offer a free Click and Collect service from our offices in Northwich, Cheshire (CW9 7TN). We are open from 9.00 to 4:30, Monday to Friday but we are flexible, simply call ahead.
For more details and international delivery please see https://www.healthfulpets.co.uk/delivery-and-returns
Q. How do I know when my order has been dispatched?
Email notification will be sent once your order has been dispatched. Please double check your delivery address is correct and contact us straight away if not.
If in the unusual situation there is an issue with your order, such as an item is unexpectedly out of stock or there is an issue with delivery, we will make contact with you. In these instances, we will keep you update via email or telephone to confirm the progress of the order.
Q. What happens if I want to add something to my order?
If you wish to add something to an order which has already been placed please contact us as soon as possible after placing the order via telephone or email. If the order has not yet been processed we can add your additional items to the order. Please note that if your order has already been processed or if the additional items significantly increase the weight of the order you may need to pay increased postage costs.
Q. Do you have all the items that you sell on your website in stock?
Yes we do, apart from some of extra large sizes of some supplements, which can be ordered in specifically (this will be clearly detailed on our website, which products this relates to). If you require a larger size, or would like to request a supplement that we do not stock, please contact us directly. We are able to access a large range of brands and supplements through our suppliers, so please do get in touch if you require something we do not currently list.
Q. I have put in the wrong delivery details
Please contact us as soon as possible after the order has been placed if you have entered incorrect delivery details. You can contact us by email or telephone. If your order has already been processed, it may not be possible to amend these details.
Q. How can I cancel my order?
Please let us know as soon as possible if you need to cancel your order. Please call us or email us. You can also use the cancellation form on our website. A link to the website cancellation form will be included in our Dispatch Confirmation. If you use this method we will e-mail you to confirm we have received your cancellation.
If your order has already been packed and we are unable to retrieve it or has already shipped, please contact us for advice as to what to do.
Q. I ordered over a week ago and my order hasn't arrived
Once your order has been dispatched you will retrieve notification, including a tracking link for your order. Royal Mail or APC Courier will also notifiy you when your order is out for delivery / has been delivered. If you have not received your order, please call us on 01565 740777 and we will look into this for you.
Q. Where can I order from internationally?
We are not able to ship internationally at this time, please see our website for further details.
Q. Can I return a product I have started to use?
No. Unfortunately we cannot accept returns for any items which you have started to use. If an item is unused and in a saleable condition, it can be returned or exchanged.
Q. What do I do if I find a product is out of stock?
On the website there is the ability to sign up to be notified via email, when a product comes back into stock. However, if you would like more information about when the product is due back in stock, please contact us by phone or email and we will try and help you further.
Q. How can I return an item?
You have 14 days to return items from the date on which you receive your order. For details please see our delivery and returns section on the website. You can make contact with us or you can complete our cancellation form on our website. If you use this method we will email you to confirm we have received your cancellation.
Q. I have received a faulty product
If you have purchased an item which is faulty, please contact us as soon as is reasonably possible, ideally immediately or within 30 days. Damaged items must be reported within 7 days of reciept. All pictures of damage, including the box and packaging, if applicable, must be provided. We cannot proceed with offering a replacement or a refund until evidence is supplied. Please do not dispose of the faulty / damaged item, as it may be necessary to return the item to us (at our cost).
Loyalty Scheme Questions
Q. How does your Loyalty scheme work?
Our loyalty scheme allows customers to collect points and exchange 1000 points for a £5 discount off an order over the value of £10. You can keep track of your points by logging into your account and going to "My Reward Points" and "Reward Points History".
Points not used will expire after 12 months.
For further details see here: https://www.totallyhealthful.co.uk/loyalty-scheme-information for more information.
How do I use my points to get £5 off my order?
If you have over 1,000 points, you will see an option as you checkout to use your points.
For further details, please see https://www.totallyhealthful.co.uk/loyalty-scheme-information.
Other Questions
Q. How do I make an account?
To make an account please go to our website and click on 'My Account' in the top left corner, here you can login or select 'Create An Account'.
Q. How can I make a complaint?
If you wish to make a complaint please contact us directly via email, phone or post and we will do our best to deal with your issue.
Q. How do you use my personal information?
We are very careful when it comes to personal data and only use your personal information in accordance with our Privacy Policy. We do not keep any credit or debit card details, these are kept solely with the payment provider. Please take the time to read our Privacy Policy, as it includes important terms which apply to you.
Q. How do I apply a discount code to my order?
Once you have added the items to your basket go to the checkout. At the checkout see 'Apply Discount code' in green , click on the arrow next to it and a box will appear for you to input your code. Please enter your code here and enter. You should then see your discount applied to your cost breakdown. If you are having any difficulties applying your code, please contact us before the purchase is made. Please note that discounts cannot be applied after the purchase has been made.
