Welcome to Ruffdog Hub’s FAQ section! We’ve sniffed out the most common questions from our pack members to help you navigate our services with ease. If you don’t find your answer here, our team is always ready to help at [email protected].
About Ruffdog Hub
Who is Ruffdog Hub for?
We cater to devoted pet parents worldwide (with some regional exceptions) who want premium pet products delivered with care and efficiency. Whether you have a fashion-forward pup needing stylish Animal Wear, a senior cat requiring Prescription Medication, or just want to stock up on high-quality Food and Supplements, we’ve got you covered!
What makes Ruffdog Hub different?
We combine thoughtfully curated products with tail-wagging delivery service. Every item passes our rigorous 3-step sniff test for quality, and our shipping options are designed to suit different needs and budgets. Plus, we understand that pets can be picky – that’s why we offer no-hassle returns!
Products & Orders
What types of products do you offer?
Our menu includes:
• Animal Wear: Stylish and comfortable clothing for your furry friends
• Food: Premium nutrition including grain-free options
• Non-Prescription Medication: Over-the-counter health products
• Prescription Medication: Veterinary-approved treatments
• Supplements: To support your pet’s health and wellbeing
• Animal Wear: Stylish and comfortable clothing for your furry friends
• Food: Premium nutrition including grain-free options
• Non-Prescription Medication: Over-the-counter health products
• Prescription Medication: Veterinary-approved treatments
• Supplements: To support your pet’s health and wellbeing
Do you ship prescription medications worldwide?
While we ship globally, some countries (particularly in Asia) and remote areas may have restrictions on prescription medications. We’ll always notify you before processing your order if we encounter any shipping limitations. For privacy, we offer discreet packaging on request for sensitive items.
How do I place an order?
Simply browse our categories, add items to your cart, and proceed to checkout. First-time buyers get free shipping automatically – no coupon needed! We accept Visa, MasterCard, JCB, and PayPal for seamless checkout.
Shipping & Delivery
What are my shipping options?
We offer two delivery choices:
1. Standard Shipping (£12.95): 10-15 day delivery via DHL or FedEx
2. Free Shipping (orders over £50): 15-25 day delivery via EMS
All orders take 1-2 business days to process before shipping. During peak seasons (like Christmas), delivery times may extend slightly – we’ll keep you updated!
1. Standard Shipping (£12.95): 10-15 day delivery via DHL or FedEx
2. Free Shipping (orders over £50): 15-25 day delivery via EMS
All orders take 1-2 business days to process before shipping. During peak seasons (like Christmas), delivery times may extend slightly – we’ll keep you updated!
Do you offer express shipping?
Currently, our fastest option is Standard Shipping (10-15 days). We’ve found this provides the best balance of speed and affordability for our customers. Our Newcastle-based team processes all orders within 1-2 days to get your pet’s essentials on their way as quickly as possible!
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. You can follow your package’s journey right to your doorstep! If you have any concerns about your delivery, our team is happy to help at [email protected].
Returns & Refunds
What’s your return policy?
We offer 15-day returns because we know pets (and their humans) can be particular! If an item isn’t quite right, simply contact us at [email protected] to initiate a return. Please note that for health and safety reasons, some items like opened food or medications may not be returnable.
How long do refunds take?
Once we receive your returned item, we’ll process your refund within 3-5 business days. The time it takes for the refund to appear in your account depends on your payment method and bank processing times.
Payments & Accounts
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal – because checking out should be simpler than teaching a puppy to sit!
Is my payment information secure?
Absolutely! We use industry-standard encryption to protect your payment information. You can shop with confidence knowing your data is as safe as a treasured chew toy.
Do you offer any discounts for first-time buyers?
Yes! Your first order ships free automatically – no coupon clipping needed (we know you’d rather be clipping your pet’s nails!). Just create an account and start shopping.
Contact & Support
How can I contact customer service?
Our team of pet lovers is always happy to help! You can reach us at:
• Email: [email protected]
• In-person: Visit our Newcastle hub at 29 Percy St, Newcastle upon Tyne, GB CH4C 6DH (if you’re local!)
We aim to respond to all inquiries within 24 hours.
• Email: [email protected]
• In-person: Visit our Newcastle hub at 29 Percy St, Newcastle upon Tyne, GB CH4C 6DH (if you’re local!)
We aim to respond to all inquiries within 24 hours.
Do you have a physical store?
Our headquarters and distribution center is located at 29 Percy St in Newcastle, where you can collect orders or speak with our team. However, most of our business operates online to serve pet parents across the globe!
Still have questions? Don’t hesitate to sniff us out! We’re here to make your Ruffdog Hub experience as smooth as a well-groomed coat. 🐾