FAQs

Delivery

What is the delivery time & cost?

US: Delivery is approximately 2-3 working days.

We ask customers to wait 3-4 days before contacting us if not delivered. If you need a faster service (24 hours) please contact our sales team before placing your order online for further details.

What should I do if I haven't received my package?

If you have not received your package within 2-3 working days, please check your parcel tracking. This will be sent with your dispatch confirmation email. If you still cannot locate your package using this information, you can contact our customer service team. Email: support@poochooze.com 

What should I do if I received the wrong product?

If you think you have received the wrong item in your order, please contact our Customer Service team by Email: support@poochooze.com

How do I track my order?

You can check the status of your web order by logging into your online account then select 'Recent Orders and Order History'. Any recent orders you have made online will be displayed. All web and telephone orders receive dispatch confirmation via email which will include your tracking details for your order.

Returns and Refunds:

What is the return policy?

In the unlikely event that you are dissatisfied with your purchase, please follow our simple returns procedure. This can be found on our Returns policy page or click here

How much does it cost to return a product(s)?

When sending a return, the parcel is your responsibility until it reaches us. You are also responsible for the postage of the return parcel. We strongly recommend you send it recorded post.

If you are returning an item as a result of a mistake by POOCH OOZE or for a faulty item within 30 days, we will refund the cost of postage for the returned item(s).

When will I get my refund?

Provided the goods are in their original condition and packaging and unused, we will issue a refund within 7 days of the item being received by us. This refund will be issued to the original method of payment.

Can I exchange my product(s)?

Goods returned within 30 days that are unused and in their original packaging can be exchanged. Please print and detail on the returns form which items you would like to exchange. To find our returns form click here.

Please note exchanges are applicable for US orders only.

How many days do I have to return my order?

Our returns period is 30 days from purchase.

Ordering & Payment:

When will I be charged?

When placing your order online you will be charged when this order has been received by us. You will receive a confirmation email from us.

Do I need to create an account to buy from your online shop?

No, you can checkout as a guest. However, we would advise creating an account as this then allows you to track the progress of your order and you can save your details for any future orders.

Which payment methods do you accept?

We accept most major credit/debit cards, including MasterCard, Maestro & Visa. You can also checkout via PayPal.

Can I cancel my online order?

Yes, provided your order has not been dispatched from our warehouse you can cancel your order. If you wish to cancel your order, you can contact us on: support@poochooze.com

Can my delivery and billing address be different?

Yes, you can enter a different delivery address when paying via credit or debit card. However, please ensure the billing address entered matches that of the card you have used. If paying via PayPal the delivery address will be linked with the delivery address on your PayPal account. You may need to change this on your PayPal account before placing this order.

Why is my online order cancelled?

Unfortunately we may have to cancel an order due to a number of reasons such as; shipping restrictions, suspected fraudulent activity, stock levels or if we are unable to contact you in regards to an issue with your order. We will to contact you via email prior to cancelling any order.

Can I pre-order or reserve a product?

Unfortunately, we are unable to reserve or take pre-orders for any items on our website. However, if an item is out of stock you can set up a stock alert, you will then be notified by email when this item has been restocked. You can do this by clicking 'Request stock alert' on the product page of the item.

What emails will I receive regarding my order?

You will receive the following emails in regards to your order:

Order confirmation email- to acknowledge we have successfully received your order.

Order Dispatch email- containing your Track & Trace code.

Order Invoice email- to confirm the details and amount paid for the items in you order.

Will I receive a copy of my invoice?

Yes, once your order has been invoiced by us we will send a copy of your invoice to the email address provided when your order was placed. If you have paid via PayPal this will be the email address that your invoice is sent to.

How do I know if my order is processed?

You will receive an email from us once your order has been dispatched from our warehouse. Please be aware that in some cases this may end up in your 'spam' folder.

Where can I find my order number?

You can find your Order Number/ID on all of the documentation and emails that we will send you. You can also log in online to your account and in the Order History section of your account you will be able to find the Order IDs of all your previous online orders.

Account and Newsletter:

How can I sign up for POOCH OOZE newsletters?

To sign up to our newsletter to receive exclusive deals and promotions, click here. You can also manage and edit your email subscriptions from here.

How do I reset my account password?

To reset your password click here. All you have to do is enter your email address and click "Reset Your Password". You should then receive and email from us to confirming you wish to reset your password.

How do I stop receiving newsletters or other marketing emails?

To unsubscribe from any emails, please log into your account, then click Email Subscriptions on the left navigation menu. You can then untick which lists you wish to unsubscribe from.

How do I create an account?

You can create an account by clicking here. Once you have completed this online form you can log into your online account.

How do I change my account settings?

Once you have logged into your account you can manage all your account settings by clicking the relevant option on the left had navigation of your My Account Page.

Redeem promotional codes:

Promotional codes can be redeemed at the time you place an order.

Tip: If you received a concession promotion from POOCH OOZE via e-mail, that promotion was automatically placed on your account and will appear on the Order Summary page before you complete your order.

To redeem a promotional code:

  • Follow the deal instructions or go to the promotion's Terms and Conditions.
  • Enter the claim code on the Select a payment method page or on the Place Your Order page of the order form.
Note: If you don't place an order at the time you enter the code, the promotion will remain on your account until it is used or until the promotion expires.

 

Enter the promotion code exactly as specified. Do not add spaces before, inside of, or after the promotion code.

Verify that a promotion code was successfully applied by reviewing your Order Confirmation e-mail or by going to Your Account 

Note:

If the total cost of the items you are purchasing exceeds the amount of the promotion, you will be prompted on the order form to provide your credit card information for the remaining balance.

If you use a promotional certificate for a purchase on poochooze.com and then the order is canceled (by us or by you), the promotional certificate will return to you to be applied to your next order.

If you use a promotional certificate for a purchase on poochooze.com and then the order is returned for a refund, the promotional certificate will not be available for re-use, as promotional certificates are for one-time use.

Promotion codes may not be applied toward the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.

Products:

Where can I submit a product review?

You can leave a product review on any product we have on our website. Click on the Reviews tab beside the product description, and then submit your review. You can also review our products and services on our trustpilot page.  

Alternatively you can contact our customer service team on: Email: support@poochooze.com

Where can I see upcoming product launches?

By signing up to our newsletter, we will send you news or updates of any new product or brand launches as well as information on promotions that we are running.