Delivery

Active Hound delivers throughout the UK including the Highlands, Isle of Man and the Channel Islands.

We aim to despatch your order the same working day if ordered by 3pm (Mon-Fri) and have your order with you within 48 hours after this time.

Do keep in mind that if you have ordered on a weekend, a bank holiday or if you live in a remote location, delivery might take a little longer. 

Royal Mail 48 and Parcel Force International Delivery - 1

Your beautiful items will be sent with Royal Mail on a Tracked 48 Hour Service. We're sorry we have to charge you £3.95 for delivery but if you spend £29 or more we'll pay the postage for you. 

We do offer our customers the chance to upgrade their postage to Royal Mail Tracked 24 (usually 1 working day) and also Royal Mail Special Delivery (guaranteed for next day delivery before 1pm). 

Any orders destined for other countries will be sent with Royal Mail on a tracked service or with our international courier, Parcel Force.

Delivery Issues

For UK deliveries, Royal Mail will email you on the day of delivery to let you know your parcel is coming. They will also confirm delivery in another email to you immediately after delivery has taken place.

If your parcel actually wasn't delivered correctly, you must notify Active Hound within 48 working hours from Royal Mail's email to you. You can let us know straight away on woof@activehound.co.uk.

Unfortunately, if there is a problem and we are not notified within 48 hours, although we will do our very best to remedy the issue we will not be held liable for any delays, charges, returns and or losses. This is a 'time is of the essence' clause.

If your parcel has been returned to Active Hound due to incorrect postage details supplied by you, we are not able to refund your postage costs. If you qualified for free delivery we reserve the right to deduct £3.95 postage from your payment card. 

Missing or Damaged Goods

Whilst this almost never happens, if your items arrive missing, damaged or not in a saleable condition, you must notify Active Hound within 48 working hours. We are unable to replace or refund such items if they are not reported to us within 48 working hours.

Returning Items

We cheerfully accept items back from customers within 14 calendar days from the day you receive your goods from Active Hound.

To return something to us for either an exchange or a refund, simply fill in your Packing Slip (this is placed in with your order) which doubles up for a returns form. Post the parcel and returns form back to us ensuring any product tags remain attached and items are in a saleable condition. 

Returns are typically processed within 48 hours and we keep you posted by email. Any applicable refunds, exchanges or store credit will be actioned within this time. Please keep in mind with refunds, that your bank can take 7-10 working days to put these funds back in your account. You agree to meet the cost is return postage.

At times some customers elect to use their items before sending them back to us or items are returned and are not in a saleable condition. When this happens we are unable to re-sell the item(s) and are very sorry but we will have to charge you £5.00 to cover the cost of processing and returning your item(s) back to you.

We cannot accept returns for treats, food or supplements unless faulty/damaged.

Our 14 day limit to request a refund/return does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed your order with us. 

Exchanges

Simply fill in your Packing Slip (in with your order) that doubles up as a returns form and let us know both what you are returning and what you'd like us to do e.g. refund or exchange. Please make it clear if you would prefer an exchange or a refund.

If you'd like to exchange your items for a total of £29+ worth of goods, we'll process everything free of charge. If your exchange request falls below £29 worth of goods we are sorry but we shall need to deduct £3.95 for postage costs. You can however top up your exchange request by writing down what other items you'd like to order on your returns form, to achieve free delivery. We can deduct this from your payment card or invoice you through PayPal (depending how you paid originally). 

If you are in a hurry please feel free to place a brand new order for the product(s) you wish as a replacement. Simply return any unwanted products back to Active Hound using the instructions contained in the 'Returning Items' tab above. 

Appropriate Use of Products Purchased

It's common sense isn't it? But folks, please take care to only purchase products suitable for both yourself to operate and for your dog to use.

When you buy something from Active Hound, you agree to the above statement but also agree that you have understood the product purchased by way of reading our advertised product information correctly and any applicable product packaging. You agree that you are capable to use anything purchased from Active Hound.

You agree to check everything in your order has arrived, also to check the items are safe before using them, but that you also agree to notify us of any problems or concerns you have about your purchases within 48 working hours of purchase from us.

We're sorry but we cannot be held responsible for any product damaged by improper use such as chewing or prolonged exposure to sunlight.

Website Use

Here at Active Hound, we've done our very best to design a website that's both appealing to the eye, fun to use, informative and accurate. However sometimes we make mistakes and sometimes so do manufacturers who supply us with product information and advice.

We reserve the right to correct any errors as soon as found and where we're permitted by UK/EU law we disclaim all warranties, express or implied terms, advice and descriptions, as to the accuracy of information on this website.

Please do verify our advertised information and customer product reviews before any purchases are made from us by you as we will not be liable for any loss, damage or injury which results from the use of the website or the information it contains.

Placement, Acceptance and Payment

You can use this website (www.activehound.co.uk) to request an order with us (Active Hound) and naturally you are able to change the contents of your cart at any time before you checkout and make payment for the goods. Sometimes, customers may wish to change something in their order so if you want or need to change your order after this time, please email us as soon as possible on woof@activehound.co.uk to avoid disappointment. Unfortunately orders cannot be changed after they have been dispatched as your order will be in the hands of the courier.

Being a largely non face to face retail business, we reserve the right to decline or cancel any order placed with us or for any reason at our absolute discretion either before or after payment has been made by you, the customer.

When you make a purchase with Active Hound we'll send you an email confirmation of receipt. We're predominantly an online only business and whilst we try our very best to list our inventory as accurately as possible we can only accept your order and agree the contract of supply when we dispatch your items - this is because we may be out of stock of something you've ordered or if we think a mistake has been made but we're pleased to say this 'should' never happen.

By purchasing from us you agree that the information you supply to us is accurate and supplied truthfully to the best of your knowledge. Please understand that we cannot be held liable for delivery errors if you have supplied us with incorrect information.

All product images, information and advice is advertised for guidance purposes only so please keep in mind that manufacturers can vary their packaging and appearance from time to time but worry not, we do our very best to keep on top of such changes.

If you attempt to purchase more promotional items than is permitted/advertised by us, we reserve the right to remove those extra items from your order or in some cases actually cancel your order with us.

We accept most credit and debit cards in existence. All orders must be paid for before we dispatch your goods to you. Active Hound does not store any credit or debit card numbers or other payment details, instead our third party payment services (PayPal and Shopify) handle this for us.

International orders are shipped using either Royal Mail or an international shipper such as Parcelforce, UPS or FedEx. You, the customer, are responsible for any VAT/tax payable, duty, handling/processing fees, customs clearance charges and any other non mentioned fees required by the country of importation.

As clever as we are, there is no way for us to predict the destination country's actions, customs rules, regulations and laws, so please research this before your purchase from us and be prepared to meet these said costs. We cannot be held liable for any costs, mistakes (if yours) or return fees.

Nothing within Active Hound's Terms and Conditions, or elsewhere on our website website, will affect your statutory rights and will only apply to the extent permitted by law.

Our Intellectual Property

Active Hound® is a registered trademark.

Please be advised that the entire contents of this website (www.activehound.co.uk) comprises of original material created by Active Hound, our suppliers, our manufacturers, our clients or other third parties.

We proactively work to stop, pursue and in some cases prosecute those persons and organisations that choose to copy and/or reproduce any part of our website (www.activehound.co.uk) without the express written permission of the CEO of Active Hound.

We use specialist software to detect IP theft such as image copying and plagiarism. It may take us time but we will catch you and we will pursue you for costs and damages.

If you have stolen any of our intellectual property contained on this website, we reserve the right to instigate immediate legal proceedings against the offending party without notice. We reserve the right to issue the relevant ISP on whose servers the offending material is hosted with a Copyright Claim Pursuant to the DMCA using the OCILLA procedures.

We take the theft of our original work very seriously and would draw to your attention it is protected under UK copyright law. Please note we always sue for compensation if any part of our website, design, product images, product descriptions or any other original content is used by others without said permissions.

Any such companies, organisations or individuals that copy or reproduce our original content without said permission will be deemed to have stolen our intellectual property and infringed international copyright law.

If you have used any original intellectual property from Active Hound without said permissions, you hereby agree to pay a fee of £1,000 (ex VAT) directly to Active Hound, per item you have used.