FAQ

ORDERING

How do I place an order with HOWND?

Browse our products and place items into your basket. You can then proceed to checkout where you can either check out as a guest or create an account for future orders.

I’m having problems placing my order – can you help?

Please email hello@dogslovehownd.comand a member of our team will be happy to help.

What happens once I have placed my order?

Once your order is completed and your payment has been received by us, we will send a confirmation email to you, advising that your order is being processed. Goods will usually be shipped within 2 working days of confirmation of your order.

Can I cancel or amend an order?

Please contact us immediately at hello@dogslovehownd.com

If the item has not been shipped, we will do our best to assist you.

What payment methods can I use?

HOWND accept Visa, Visa Debit, Visa Electron, Visa Purchasing,MasterCard, MasterCard Debit and Maestro. We also accept secure payments viaPayPal.

Accounts

JOIN THE HAPPY HOWNDER CLUB

Join the club and be a premium member of our commmunity. All you have to do is sign up if you aren’t already, fill a form with a few information about your dog, and get special prices and discount and exclusive news.

See below for customer and trade details:

customers

I'M AN EXISTING CUSTOMER AND CAN'T LOG IN

You will need to create a new account.

Set up an account and earn points

Make sure you register for a HOWND account, which will give you access to our fantastic special offers and soon to be released Loyalty Program. Registering is simple, just fill out your details at the link below:

CREATE AN ACCOUNT HERE

Trade Customers

Are you a professional groomer or have a retail shop?

Make sure you register for a HOWND trade account, which will give you access to our fantastic trade prices, special offers, and soon to be released Loyalty Program. Registering is simple, just fill out your details at the link below:

CREATE AN ACCOUNT HERE

SHIPPING AND RETURNS

How much do you charge for delivery?

Delivery Options – Consumer

UK Mainland, Northern Ireland, and Scottish Islands

·       £3.50 flat rate via Royal Mail 2nd class packet (2-3 days) – this is a non-tracked service

·       Free delivery for orders over £30.00 (excluding any discounts or promotions unless otherwise stated)

For any other location, please get in touch with us to confirm the shipping rates.

Please contact hello@dogslovehownd.com should you have any questions. Alternatively you can call us on +44 (020) 3004 5255.

DeliveryOptions – Trade Customers

UK Mainland (up to 25kg)

·       £6.95 flat rate using a 2 day delivery service. This is a tracked and signed for service.

·       Free delivery with minimum spend of £250 ex vat and discounts/promotions unless otherwise agreed.

Ireland, Northern Ireland, and Scottish Islands (up to 25kg)

·       £15.00 flat rate (Two day DPD service or similar).

·       Pallet price to be confirmed at the time via email or telephone.

Channel Islands, Mainland Europe, and Rest of World

·       Dependent on location and will be confirmed by email or telephone prior to placing order.

Can I track my order online?

Once your order is dispatched, you should receive an email with your tacking reference number and a link to the delivery company’s parcel tracking website. 

Where will my order be shipped from?

All orders are shipped from the HOWND’s UK fulfilment centre

When will I receive my package?

Items aretypically shipped within 2 days of order confirmation. Delivery usually takes 2-3days for UK deliveries and 5-10 days for International.

Can I return an item?

We will issue refunds or exchanges as long as you notify us by email within seven (7) working days of Delivery. We will refund or exchange as long as we are satisfied the Goods are in a re-sellable condition.Unfortunately we cannot refund any postage costs incurred. If we choose to send you replacement Goods in exchange before you have returned the original Goods you must return the original Goods within ten (10) days of receiving their placement Goods. If you fail to do so we reserve the right to charge the price of the replacement Goods to the payment card used for the original order.Please email hello@dogslovehownd.com and we will issue you with a returns reference number and give you instructions on how to return your Goods. (Your statutory rights are not affected)

What if I receive my order but the product is damaged?

If your item is hello@dogslovehownd.com immediately.

What if I receive the wrong item?

Although unlikely, if you do receive an incorrect item, please contact hello@dogslovehownd.com and include your name, order number and email address.

Bowls

I wash my dog bowl every day, so why do I need an antimicrobial product?

Bacteria will continue to thrive rapidly as soon as your bowl comes out of the wash. The HERO Bowl has 24-hour protection from a technology that works constantly to reduce microbes by over 99% on the protected surface. It will still require cleaning but in between washing, microbes will not be able to grow and fester.

Why is the Hero Bowl better thanstainless steel, ceramic and other bowls that don’t use silver ion technology?

Your HERO Bowl will stay fresher for longer. Unlike an unprotected bowl, the risk of microbial cross contamination from the HERO Bowl is actively reduced because BioCote® smart technology continues to prevent the growth of bacteria 24/7, perfectly complementing your current cleaning regime.

Will my HERO Bowl really offerantimicrobial protection for 25 years?

Yes. Biocote technology is proven to last for 25 years.Analysis certificates are available upon request.

How do I order these for my store?

Simply register as retailer or groomer, and you can order the bowls in cases of 4

What material is the HERO Bowl made from?

Recyclable Polypropylene.

What sizes of bowls are available?

Small (S) 18cm / 7.08 inch (450 ML / 1.90 US Cups) and Large(L) 23 cm / 9.05 inch (1.0 Litres/ 4.23 US Cups).

JOIN THE HAPPY HOWNDER CLUB

HOW TO JOIN

Join the club and be a premium member of our community. All you have to do is sign up if you aren’t already, fill a form with a few information about your dog, and get special prices and discount and exclusive news.

SIGN UP HERE

WHAT DO MEMBERS GET?

RECEIVE 500 WELCOME POINTS AND THEN 5 POINTS PER ORDER

REDEEM POINTS FOR DISCOUNTS

JOIN OUR MAILING LIST

BE THE FIRST TO HEAR ABOUT NEW PRODUCTS AND OFFERS

PERSONALISED RECOMMENDATIONS

TELL US WHETHER YOU ARE A DOG OWNER, GROOMER OR RETAILER SO WE CAN ASSIST YOU WITH YOUR SHOPPING EXPERIENCE

MANAGE YOUR ACCOUNT ONLINE

SEE YOUR ORDER HISTORY AND LOYALTY POINTS ONLINE

JOIN HERE

Customer service