Delivery times - approximate

**please note that delivery & dispatch are included in the times below. We use Royal Mail predominantly for all our deliveries.

• UK STANDARD (2-4 working days)

• UK EXPRESS (1-2 working days)

• EUROPEAN DELIVERY (3-5 working days)

• INTERNATIONAL DELIVERY (5-10 working days)

• USA/CANADA DELIVERY (5-10 working days)

Please note: we cannot be held responsible for any additional fees incurred at customs for international deliveries. 
 

What happens if I am not home when they deliver?

You should receive a card through your door if no-one is at home to collect your parcel. It will then be sent to your local Post Office. 

Will I have to pay additional fees at Customs?
For international orders, custom charges sometimes occur when an item arrives in its destination country. This is dependent upon the customs threshold for each country. Please check with your local authority for more information on this. 

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Can I get a tracking number?

If you have opted for Tracked Delivery then you will be sent a tracking number once your order has been dispatched.
We do not currently track our standard deliveries. This is because as a small company, the cost would be a lot higher and we would not be able to keep our postage prices as reasonable as they are for our customers. 

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What should I do if my order has not arrived?

If you are in the UK and have not received your order within 10 working days of the date on which you ordered, or outside the UK and have not received your order within 20 days of the date on which you ordered then please drop us an email on thebaddogsociety@gmail.com
We cannot be held responsible if the address you have given is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure correct delivery of the parcel is made.

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COVID-19

Whilst the majority of our orders arrive within 2-3 working days, Royal Mail are under extreme pressure due to Covid related absence and delays are, sadly, to be expected.  Please note that Royal Mail considers a 2nd Class parcel missing once 10 working days from its due date has passed. 
 

RETURNS & EXCHANGES

We're so sorry to hear that you are not happy with your Bad Dog products. We want you to be 100% satisfied with every purchase - if you would like to return an item you can do so within 14 days of the delivery date. 

You have 14 days from the day of purchase to return a product.  To be eligible, your item must be unused and in the same condition that you received it. Customers are responsible for ensuring that products are suitable and fit well before using them.  It must also be in the original packaging.  Original packaging includes each item's individual polythene bag and tag.  If products are not in a re-sellable condition on return, we will, unfortunately, be unable to process your return.  You will need to pay for a tracked and signed for postage service for us to return the product(s) to you.  All items returned to us must be free of hairs, stains and odours.

To return your product, please email with your name, order number, reason for return and delivery date to thebaddogsociety@gmail.com

You will be responsible for paying for your own postage costs for returning your item. Postage costs are non-refundable.  If you receive a refund, the cost of original postage will be deducted from your refund.   We strongly urge you to measure your dog ahead of ordering.

We strongly recommend that you use a trackable delivery service or purchase postage insurance. We can’t guarantee that we will receive your returned item.  You are fully responsible for your returned item(s) until it has safely arrived into our premises.  

Unfortunately we cannot be liable for any items that are affected by wear and tear, scratching or chewing.  If you return an item to us that has been damaged we will not be able to offer an exchange or refund and you will need to pay for a tracked and signed postage service for us to return the product(s) to you.

Please ensure that you do not leave your dog unattended with any items that they may be able to damage.
 

Exchanges

Due to the possibility of our product(s) selling out, we will not be able to accept exchanges at this time. We recommend following the return policy above for the return of your product and then purchasing your desired size and/or colour.

 

FAULTY OR DAMAGED ITEMS

We strongly believe in only selling products of an extremely high quality.  Because of this, every single individual item is passed through four separate quality control processes.  Once at product completion, once when the product is individually packaged, once when it arrives to our premises and once again before it is dispatched to you.  All products are sealed individually and catalogued.  The customer accepts all responsibility to check that all aspects of the product are in perfect working order and suitable for their intended dog on arrival as we cannot guarantee damages will not occur in postal transit.

In the extremely unlikely event that you do receive a faulty or damaged item on delivery, please contact us immediately with your order number, details of the fault and photographs for reference so that we arrange a replacement where possible.  You should not, under any circumstance, use a faulty item as we are unable to arrange a replacement for products that have been used, even for a few moments.  Items that you believe are damaged or faulty must be returned exactly as you received them, in their original and individual packaging, with tags where relevant.  The returned item(s) will be inspected and checked against quality control records.  We will then email you with our response to your return.

Replacement products are based on availability of stock.  If your product is out of stock you will be issued with store credit to redeem when the product is back in stock.

Whilst we understand that large businesses are known to provide refunds regardless of the circumstances, as a small, independent business this just isn't an option for us financially.  We will always do our utmost to deliver exemplary customer service, so if your dog has had an unforeseen accident with any of their Bad Dog gear, please just pop us an email and let us know what happened; we will always do our best to offer you a substantial discount to replace the item.  We believe that honesty is always the best policy!

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REFUNDS

Once we have received your item it will be inspected to ensure that it is in a sellable condition with original packaging and is free of hairs, stains and odours. 

If approved, your refund, minus original postage cost, will be processed and a credit will automatically be applied to your original method of payment.  You will receive email notification when this has been processed.  Please allow your bank 5 - 7 days to process the refund.

If your returned item doesn't meet the criteria above, we will send you an email explaining why we are unable to process your refund and will include photographs to demonstrate this.   We will also send you an invoice to collect a payment for the return of your item(s) as explained above.  Please do not return items to us that have been damaged in use.

If you have any queries regarding deliveries, returns or exchanges please email us - thebaddogsociety@gmail.com