At Dog Gear Sales Now, we’re committed to providing premium pet nutrition and care products with convenient worldwide shipping and a straightforward returns process. Whether you’re stocking up on Hills or ROYAL CANIN products for your beloved companion, we want to make your shopping experience as smooth as possible.

Shipping Information

We ship globally (excluding some Asian and remote regions) with two reliable shipping options:

  • Standard Shipping: £12.95 via DHL or FedEx (10-15 business days after dispatch)
  • Free Shipping: Available on orders over £50 via EMS (15-25 business days after dispatch)

All orders are processed within 1-2 business days. You’ll receive tracking information once your order ships so you can follow its journey to your doorstep.

Our Returns Policy

We want you and your furry friend to be completely satisfied. If you’re not happy with your purchase, you may return most items within 15 days of receiving your order, provided they meet these conditions:

  • In original, unopened packaging
  • In resalable condition
  • Accompanied by original receipt or proof of purchase

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened dog food (both dry and canned)
  • Used flea control treatments
  • Opened dental care products

These restrictions apply to all brands including Hills and ROYAL CANIN.

How to Return an Item

Follow these simple steps to return your item:

  1. Contact us within 15 days of receiving your order at [email protected] with your return request
  2. Pack the item securely in its original packaging
  3. Include your order number and reason for return
  4. Ship the package to our warehouse:
    Dog Gear Sales Now Returns
    73 Westmorland Rd
    Newcastle upon Tyne, GB CH7A 6VE

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once we receive your return:

  • We inspect the returned item within 3 business days
  • If approved, your refund will be processed to your original payment method

Refunds typically appear in your account within:

  • 3-5 business days for credit/debit cards (Visa, MasterCard, JCB)
  • 1-2 business days for PayPal

Exchange Process

To exchange an item:

  1. Follow the same return process above
  2. Clearly indicate in your email that you’d like an exchange
  3. Specify the replacement product you prefer

We’ll ship your new item once we receive the return. If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

Return Request Template

To help with your return request, you may use this template:

Subject: Return Request – Order #[Your Order Number]

Email Body:
Dear Dog Gear Sales Now Team,

I would like to return/exchange the following item from my order #[Your Order Number]:

Product Name: [Product Name]
Reason for Return: [Reason]
Preferred Action: [Refund/Exchange for [Product Name]]

Please advise next steps. I have reviewed the return policy and confirm the item meets all return conditions.

Best regards,
[Your Full Name]
[Your Contact Information]

Need Help?

Our dog-loving customer service team is happy to assist with any questions about returns or exchanges:

  • Email: [email protected]
  • Phone: +44 (0)191 123 4567
  • Hours: Monday-Friday, 9:00-17:00 GMT

We appreciate your trust in Dog Gear Sales Now for your pet’s premium nutrition and care needs. Thank you for shopping with us!