Frequently Asked Questions
What is a 'Big Dog'?
Dogs classed as large and giant breeds include:
Giant Breeds Akita Anatolian Shepherd Caucasian Mountain Dog Dogue de Bordeaux Great Dane Great Pyranees (Pyranean Mountain Dog) Greater Swiss Mountain Dog Irish Wolfhound Kuvasz Leonberger Mastiff Neopolitan Mastiff Newfoundland Saint Bernard Scottish Deerhound Tibetan Mastiff Large Breeds Afghan Hound Airedale Terrier Alaskan malamute American Foxhound Australian Shepherd Beauceron Belgian malanois Belgian Sheepdog Belgian Terveren Bernese Mountain Dog Black Russian Terrier Bloodhound Borzoi Bouvier des Flandres Boxer Briard Bull Mastiff Bull Terrier Cane Corso Chesapeake Bay Retriever Collie Curly Coated retriever Dalmation Doberman English Foxhound English Setter Flat Coated Retriever German Shepherd (Alsation) German Shorthaired Pointer German Wirehaired Pointer Giant Schnauzer Golden Retriever Gordon Setter Greyhound Ibizian Hound Irish Setter Irish Water Spaniel Komondor Labrador Retriever Old English Sheepdog Otterhound Pointer Plotthound Portuguese Water Dog Redbone Coonhound Rhodesian Ridgeback Rottweiler Saluki Samoyed Siberian Husky Spinone Italiano Tosa Vizsla Weimaraner Wirehaired Pointing Griffon
What are your delivery charges?
Orders over £45 qualify for free UK delivery.
If the weight of your order is over 1Kg it will be sent via DPD Couriers on a Next Day service (excluding weekends and bank holidays). Orders under 1Kg will be sent via Royal Mail.
Delivery for orders under £45 is from £2.99.
See our Delivery page for more details.
Which payment types do you accept?
We accept Visa, Mastercard, Delta, Maestro, Visa Electron and PayPal.
When will I receive my order?
Orders placed before 1.00pm will normally be processed and dispatched the same day (Mon-Fri). Orders placed after this time will normally be dispatched the following working day. You will receive an email when your order has been dispatched.
Your order should be delivered within 2 working days for Royal Mail deliveries (under 1Kg), or on the next working day (Mon-Fri) from the date of dispatch for courier deliveries (over 1Kg). Our couriers will send you an email with an estimated time of delivery (one hour time slot). If this time is not convenient, you can request a different delivery date or arrange for it to be left with a neighbour or in a safe place. See the DPD website for details.
If your order is not delivered on time, please let us know by sending an email to email@example.com quoting the order number shown in your confirmation email.
For further information, please see our Delivery and Returns page.
Do I need to be at home when my order is delivered?
Royal Mail Delivery
Items up to 1Kg will be sent via Royal Mail and do not need to be signed for. You can specify delivery instructions such as "Please leave by back door if nobody is at home" as part of the checkout process.
Next Day Courier Delivery
Items over 1Kg will be sent via DPD Next Day courier service. You will be notified via email with an estimated delivery time (one hour time slot). Items can be signed for by a neighbour or left in a safe place if you specify this in the delivery instructions. If there are no special instructions and nobody is available then the driver will leave you a delivery card and attempt delivery again on the next working day. You can track your parcel and arrange redelivery using the DPD website.
Can I collect my order in person?
If you wish to collect your order in person, please enter our address as the delivery address when placing your order:
Big Dog World
Unit 1B, Church Lane Estate
Please let us know when you would like to collect your order so we can ensure it is ready for collection.
We offer free express delivery for local orders. This applies to all addresses with postcodes starting with GU5, GU6, RH4, RH5, RH12 and RH13.
Do you take orders over the phone?
Of course - please call us on 0845 6809 364.
Payment for all orders will be made through our secure online payment system.
If you have any problems using the website, please phone us on 0845 6809 364 or email firstname.lastname@example.org and we will be happy to help.
Is your website secure?
Any information you enter on our site will not be shared with any other companies (except our delivery partners for the purpose of delivering your order). For your security, we do not store any credit card details.
Your credit card information is encrypted and processed using Sage Pay - a leading UK card processing service. Sage Pay’s systems are scanned quarterly by Trustwave which are an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands. Sage pay is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. They are also active members of the PCI Security Standards Council (SSC) that defines card industry global regulation.
What are 'Loyalty points'?
Our loyalty point scheme rewards our regular customers with money off their purchases.
Each time you place an order with a value of more than £20, you earn 1 point for every £1 spent (to a maximum of 500 points). Each point is worth 1p.
These points can then be redeemed on any future orders over £20, so if you spend £100 with us you can get £1.00 off your next order. On the Billing and Delivery page at the checkout, simply select how many points you want to redeem against your order.
You must be a registered customer to use the Loyalty Points scheme. Purchases made without logging in to your account, or orders placed over the phone are not eligible to earn loyalty points.
Why is the "Buy" button not displayed with the product I want?
This means that the item is currently out of stock.
We receive deliveries twice a week so the product should be back in stock very shortly - please check back the following day.
If you have any questions about why an item is not in stock then please contact us.
I can't find the product I want / The product is not available in the size I want
Please let us know if there are any additional products or sizes you would like us to stock using our contact form.
Are you environmentally friendly?
We do our best! We try to keep packaging to a minimum and reuse wherever possible to avoid waste. and we use recyclable cardboard to minimize our impact on the environment. All waste packaging is recycled as much as possible.
I have a question that is not answered here
Please contact us on 0845 6809 364 or email email@example.com and we will be happy to help.