How do I place an order?
Add the items you want to the basket and go to checkout. You will get a confirmation email as soon as the order is placed.
What payment methods do you accept?
All major debit and credit cards, plus Shop Pay, Apple Pay, Google Pay, Klarna and PayPal where offered at checkout. Payments are processed by Shopify Payments over an encrypted connection and we never see or store your full card details.
Is VAT included?
Yes. Every price shown includes UK VAT at 20%, and delivery is free, so there is no delivery charge to pay on arrival. On orders over £135 the carrier may collect import VAT or duty at the door, which is a tax rather than a delivery charge. See the shipping policy.
Can I change or cancel my order?
Email support@ruffdale.com within 24 hours of ordering and we will change or cancel it if it has not been dispatched. After dispatch you can still return it under our 30-day policy.
How long does delivery take?
Dispatch takes 1 to 2 working days and transit 4 to 9 working days, so 5 to 11 working days in total. Working days are Monday to Friday and exclude bank holidays. These are estimates, not guarantees.
What does delivery cost?
Nothing, ever. Delivery is free on every UK order, whatever you spend. There is no minimum, nothing is added at checkout, and there is no surcharge for the Scottish Highlands and Islands, Northern Ireland, the Isle of Man or the Channel Islands. The price you see on the product page is the price you pay.
Do you ship outside the United Kingdom?
No. We ship within the United Kingdom only, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands.
How do I track my order?
Every order ships tracked. You will get an email with the tracking link when it leaves. If it has not arrived within the window above, email us and we will chase the carrier.
My order says delivered but I have not received it. What do I do?
Check with neighbours and look for a safe place or porch. If it is still missing, email support@ruffdale.com with your order number and we will open an investigation with the carrier.
What size should I order?
Sized products show their sizes on the product page, along with a plain note on which dogs they suit. Coats, boots and harnesses also come in several colours, and the photograph updates when you pick one. If you are unsure, email us the breed and weight and we will tell you which to order.
What is your returns policy?
30 days from delivery, unused and in its original packaging. Faulty, damaged or wrong item and we pay postage both ways. Changed your mind and you cover the return. Your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013 sits on top of that.
Do you sell electric shock collars?
No.
Who am I buying from?
Ruffdale is a trading name of FIXOLOGY LTD, registered in England and Wales. Company number 13841533, VAT number GB411334937, 47 Bradley Road, Luton, Bedfordshire, LU4 8SL.
How do I contact you?
Email: support@ruffdale.com
Phone: 020 7096 2842, Monday to Friday, 9am to 5pm
Address: 47 Bradley Road, Luton, Bedfordshire, LU4 8SL, United Kingdom