1. PAYMENT

You bid to buy! All of our items are listed as ‘buy it now’ so please ensure that you pay for your purchases as soon as possible. We accept Credit/Debit Cards (excluding American Express) over the phone, Pay Pal (including e-cheques*), Cheques, Postal Orders, Bankers Drafts and BACS/CHAPS.

To pay by telephone, please call us during office hours on: 01226 763090.

*A Pay Pal eCheque is not an instant payment. If you pay using this method then it will take approximately 10 working days for us to receive your payment. This means that there will be a long delay until you receive your order from us.

The address to send Cheques or Postal Orders to is:

Mad Dog Marketing Limited

Tannery House, St Mary’s Street,

Penistone, Sheffield,

South Yorkshire

S36 6DT

2. POSTAGE & PACKING

We ship to UK Mainland only!

For delivery to Northern Ireland, the Scottish Highlands including the Western Isles, Orkney and the Shetland Islands, and Scottish Postcodes: PA 20-49, PA 60-78, PH17-26, KW, KA28, KA27, IV, HS, PH 30-44, PH 49-50, ZE PLEASE CONTACT US BEFORE BIDDING as delivery to these areas will attract a SURCHARGE. We will advise you of the delivery charge and if you still wish to buy from us please proceed and then request a total from us BEFORE PAYING. This will allow us to add the surcharge to your invoice. Do not pay your invoice until we have adjusted it accordingly.

(i)                 The delivery costs shown on our listings apply for deliveries to UK Mainland only AND EXCLUDES DELIVERY TO THE AREAS ABOVE HIGHLIGHTED IN RED.

(ii)                All prices are inclusive of VAT at the current rate, plus fuel surcharge and packaging costs.

(iii)               It is the buyer’s responsibility to ensure that the correct postage price is paid.

(iv)              We can combine postage, please click here for more information: COMBINING POSTAGE

(v)               Our minimum order for customer collection is three quarters of a tonne.

3. DELIVERY

Please allow up to 1-3 working days for your order to be delivered.

We process orders daily and dispatch them Monday- Friday only and all orders are sent within one working day of purchase.

Our cut off time for same day dispatch is 9.30am. Therefore, if your order is received after 9.30am, it will not be processed or shipped until the following working day.

All of our items are sent by Couriers on a 24 hour insured and trackable delivery service to residential or business addresses.

We can only to ship to your registered eBay/Pay Pal delivery address. We cannot accept a change of address using the Pay Pal notes or through an eBay message, so in order to avoid delay or disappointment, please ensure that your shipping address is up to date.

Our couriers deliver Monday-Friday, and normally between the hours of 9 and 5.

4. ACCEPTING YOUR ORDER

All orders must be signed for, unless you have previously given consent, at the time of order, for the parcel to be left somewhere without a signature.  If your parcel is left at your request, without a signature, you forfeit your right to make any claim with ourselves or the courier in the event of loss or damage.  

It is the recipient’s responsibility to check their delivery for loss or damage.

Please check that you are happy with the condition of your goods before you sign the paperwork, as the paperwork forms a legally binding contract of acceptance. The words ‘received in good order’ appear clearly on the paperwork, directly in the area where your signature is required; therefore we cannot accept loss or damage claims from customers after goods have been accepted.

5. RETURNS

Returns are accepted.

Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel an order at any time up to the end of seven working days after you receive the goods.

If a buyer changes their mind about a purchase and asks us to cancel an order, we can do this and issue a full refund, providing that the order has not yet been dispatched.

If a buyer requests to cancel an order after the goods have been dispatched or delivered to them, then the following returns procedure must be followed:

The buyer must contact us and return the order to us at their cost, no later than 14 days after receipt.

The address to send returns to is:

Mad Dog Marketing Limited

Southery Mill, Sedge Fen Road

Downham Market, Norfolk, PE38 0PT

Returns must be received by us in their unused, original condition, and in the original packaging with any enclosed documentation. We will not accept returns if the goods have been opened or used.

Orders which are returned without our knowledge or authorisation will be treated as an 'unauthorised return' and will not be accepted. Unauthorised returns shall be disposed of after a period of 30 days.

Refunds for authorised returns will be processed within 7 days of receipt and will be issued via the original method of payment used by the buyer.

6. WHAT TO DO IN THE EVENT OF A PROBLEM:

Please contact us straightaway by eBay messages or telephone.

It is against eBay policy to leave negative feedback without contacting the buyer prior to doing so.

CANCELLING AN ORDER

We do accept cancellations and our cancellation procedure depends on a number of factors:

(i)                        If the order has not yet been paid for, we will initiate a ‘request to cancel a transaction’ via the eBay resolution centre. Buyers must then follow the instructions received to confirm cancellation.

(ii)                      If a buyer changes their mind and asks us to cancel a purchase before we have dispatched it, we can do this and issue a full refund, providing that the order has not yet been collected by the courier. We will initiate a ‘request to cancel a transaction’ via the eBay resolution centre, and then buyers must follow the instructions received to confirm cancellation.

(iii)                    If a buyer requests to cancel an order after the goods have been dispatched or delivered to them, then our returns procedure must be followed.

(iv)                    If a buyer refuses to accept a delivery from our courier because they wish to cancel the order, and the parcel is subsequently returned to us by the courier, then this will be treated as an unauthorised return. 

DELIVERY ISSUES

Order not arrived? If a parcel has not arrived within the expected delivery timescale please contact us and we will be happy to track the item. Sometimes for reasons out of our control, deliveries can be delayed. We will do our best to help if this happens, but we cannot be held responsible for delays and we do not offer compensation for late deliveries.

Lost parcel? Unfortunately, on rare occasions, things can go missing. If a parcel appears to have been lost in transit, we will open a trace with our carriers. Our carriers will then contact all depots and a central lost property office in order to determine the whereabouts of the order. We will be unable to replace or re-send any order until this process has been carried out, and this can take up to seven days. If an item is confirmed as lost, then we will offer a full refund or replacement.

Damaged parcel? If a parcel arrives damaged then the recipient must refuse delivery. We will replace any damaged order at no cost to the buyer, but only if the item is returned to us by the courier. Unfortunately, if a damaged shipment is accepted, then we will be unable to replace it or offer any kind of compensation or refund.

Failed Deliveries: If a recipient has exhausted all delivery attempts, or failed to respond to a card to rearrange a delivery then the item will be returned to us. We are charged for all returns so if an order is sent back to us then we will contact the buyer and offer two choices:

(i) To pay another delivery charge at the original rate paid and we will re-send the parcel.

(ii) To receive a partial refund. This will be the original price paid, less the original postage charge and less a further fee of £10 to cover the undelivered item charge from our carriers. We will also deduct a £4 re-stocking fee

VAT INVOICES

Invoices generated from eBay selling manager pro are enclosed within your order, but these are not currently VAT invoices.

If one is required, please contact us and we will send a copy.

Please note however, that VAT is zero rated on our dog foods as these are all manufactured and intended for working and spoting dogs.