Mydogandbone.com is an Internet retailer and a business whose main way of communicating with its customers and other groups (e.g. suppliers and the press), is via e-mail.

We have limited office staff to answer incoming phone calls. This can be inconvenient – we all love instant answers, but it allows ourselves to keep our costs--and your prices--down and still get something constructive done! Believe it or not, we can still get back to you quickly and efficiently whilst getting your orders out in this way.

There are around 17,000+ of you scattered though all 24 times zones around the globe at any one time, so please have some compassion for the hard workers at mydogandbone.com! We normally do e-mail from 6:30am to 10:00 am and 7:30pm to 10:30pm GMT (however, if we get time to breathe during the day, we will read and answer your emails!).

Please read the Help area where many of your questions may be answered, however, if you still need to contact ourselves, then please email our Family Team. You can also call and leave a Message (we do get these and we will respond via a call or email!) - we do work hard at looking after all of our Customers and we do get back to you, we do not have favorites!

Our Address is –

Intouch
STUDIO 78,
29-30 HORSE FAIR
BANBURY
OXON
OX16 0BW

Our Typical Schedule:

• 6:30am-10am do e-mails
  
• 10am-6pm bug our suppliers and pack & ship
  
• 6:00-7:00pm drive home
  
• 7:00pm-10:00pm do e-mails.

Need to know where your goods are?

First of all, try the Tracking Area of the site and key in your Tracking Number supplied.

Still no luck?

email us at orders@mydogandbone.co.uk

Need Help?

Email us at help@mydogandbone.co.uk

Complaints?

Not feeling the mydogandbone.com love? We're sorry about that, but if you email us we'll look to resolve your problem asap

Email us at notfeelingthelove@mydogandbone.co.uk

Need to speak to contact us by phone?

If you need to contact us via Telephone, please call us ON 08707 129999 leaving your;

Name

Contact Number

Order Number or what the call is regarding

What not to ask!!!

"I ordered next day at 10pm last night and it's not here today….why???"

We are only able to send items out during the working day via Royal Mail….we will work 24/7 for you guy's (promise!), however Royal Mail will not pick-up between the Hours of 6pm and 6am…..sorry!

"Can you offer a special price?"

All of our prices are special! We try our best to source the best products at the most competitive price. We offer all of our Customers large and small the best prices we can.

"Can I pick the order up?"

Unfortunately, no, we are an Internet Based company, not a shop. If we stopped to organize a collection, chat etc we wouldn't have enough time to pack all of the orders to be dispatched to our many customers!

"I ordered my product 2 days ago via 2nd Class Recorded….just calling to ask when will I receive it?"

Give it time….we use Royal Mail and we do have very few problems with them!

Please note:
2nd Class Recorded Takes: 3-6 Days
1st Class Recorded Takes: 1-3 Days
Special Delivery: Before 1pm the Next Day
(Orders are processed at 9am and 1pm daily - we dispatch 90% of orders within 24hrs & 97% within 48hrs. Where an item does not show as out of stock, but has become so, we will send you an email to let you know, and you have the option to cancel.)

Please note: People ordering using Special Delivery are buying a faster delivery time. Not a faster dispatch time.

We send you a Track and Trace Number which you can use on the Royal Mail Website to see if they have attempted to deliver!

"Please leave my order next to the Garden shed…..or with my neighbour….if I'm not in to sign for the package"

Unfortunately you have to sign for your order…if your not in you should be Carded by Royal Mail requesting that you collect your package and sign for yourself (you will need ID or proof of address to collect)

Our promise:

We will always try to exceed your expectations and when problems occur, we will resolve them as quickly and swiftly as possible…..if ever you feel you are not feeling the mydogandbone love, please email us at

notfeelingthelove@mydogandbone.co.uk

….we do listen and action our promises!

We are ISIS Compliant governed by IMRG:

IMRG

"IMRG plays a pivotal role in building consumer confidence and the understanding that shopping online is as safe and secure as shopping in the High Street. With the advent of verification tools such as Verified by Visa, there is no reason not to shop on the web."
Hugo Bottelier, Vice President - Visa EU

"Being the web's favourite airline, it is important for easyJet to remain at the leading edge of e-commerce. Involvement in IMRG has helped us achieve this."
Alistair Buckle, Head of Marketing - easyJet

ISIS (Internet Shopping Is Safe) a keystone in the bridge of trust between shops and shoppers run by IMRG

ISIS-accredited merchants now account for approximately two thirds of all UK online shopping.

Consumers can shop online with confidence wherever they see the ISIS logo because it certifies that the merchant has:

• registered with the ISIS programme and undertaken to trade in a manner that is LEGAL, DECENT, HONEST, TRUTHFUL AND FAIR;
  
• had its web site and service reviewed and monitored by IMRG;
  
• had its Business, VAT and Data Protection registrations checked by IMRG.