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Frequently Asked Questions

Canine Partners Shop FAQs

To make shopping on the Canine Partners online store easier, we’ve put together our most frequently asked questions. If you have any other questions that are not answered here, please email

Registration/ My Account

Do I need to have an account in order to buy products?

No, you may checkout as a guest on the Canine Partners shop. Setting up an account is optional, but allows you to easily access abandoned carts and to speed up the shopping process on future visits.

What can I do if I forget my account password?

When you go to log in to your account, you can click ‘Forgot your password?’ enter your email address and you will be sent the instructions to reset it.


I'm having trouble placing an order - can you help?

If you are having any problems placing an order, please email or call 01730 716010 (Monday – Friday, 8.30am – 5.00pm).

Am I able to amend my order once I have placed it?

To make any changes to your order, please email

Please note that we try to dispatch orders to customers within 2 to 4 working days so any changes will need to be sent as soon as possible. There may be additional postage costs depending on the amendment.

Alternatively, you can return items. Please see the Returns section for more details.

Can I cancel my order?

You may cancel an order using the same instructions as above. Please ensure you get in touch as soon as possible. Otherwise, you will need to return the items.


What happens if I haven’t received my order?

Before getting in touch, please check the date of estimated delivery listed in your email confirmation.

If this date has passed, please email or call 01730 716010 (Monday – Friday, 8.30am - 5.00pm) so that we can investigate.

How long will it take to receive my delivery and how much will it cost?

When shipping to you, we aim to post products within 2 to 4 working days but cannot guarantee that shipment will occur in this timeframe.

We rely on you to inform us if your products have not been received. Some packages will require a signature. This requirement will be confirmed at time of despatch.

Standard handling, packing and postage. Any surplus from smaller orders goes directly to support our vital work, thank you. £4.50

How can I track my order?

We do not offer a tracking service for items. 

Where can I get my order sent to?

We currently deliver within the United Kingdom only.


What forms of payments do you accept?

We accept payment via PayPal Website Payments Pro (UK) which accepts all major credit and debit cards.

Is this site secure?

Yes. Our online shop is provided by Shopify, and all payments are encrypted using SSL to protect your data. All of your data is stored in accordance with the Data Protection Act, and will never be passed on to a third party.

When will I be charged for my order?

You will be charged for your order once the item(s) have dispatched.


What is your refunds and returns policy?

Please click here to read our Refunds and Returns policy which will answer any queries you have regarding returning a product and receiving a refund.