FAQs

Customer Service

What are the Customer Service opening hours?

The customer service team are on hand Monday-Friday from 09.00-17.30 and can be contacted on 041 98 07410 or by emailing sales@equipet.ie

Can I place an order over the phone?

We are more than happy to help you place your order over the phone. Please have your card details to hand so we can take payment. Orders can be placed Monday – Friday 09.00-17.30 by phoning 041 98 07410. Please note for security reasons we will never complete an order via email.


Setting Up A New User Account

I am having trouble setting up my user password:

For your security we require that passwords have a certain level of complexity. Your password must;

  1. be between 8 and 20 characters long
  2. contain a number and a letter


Sample Valid Password: 1234abcd contains a letter and a number

Sample Invalid Password: 01/01/09 does not contain a letter



Orders

How do I sign up for details of offers, products, reminders and services?

You can sign up for our newsletter here.

Can I place an order over the phone?

We are more than happy to help you place your order over the phone. Please have your card details to hand so we can take payment. Orders can be placed Monday – Friday 8.00-17.30 by phoning 041 98 07410. Please note for security reasons we will never complete an order via email.

Is your website secure?

At Equipet we understand how important the security and confidentiality of your information is to you. Our aim is to protect your information over the Internet using the highest levels of security. This security of information is achieved by using a SSL that offers highest strength 2048-bit signatures with 256 bit encryption when transferring information from one source to another. The SSL or Secure Socket Layer is an encryption method that scrambles information to prevent the information being viewed or tampered with. See our Security page for more details. 

What do I do if the product I want is out of stock?

We are sorry to hear the product(s) you are looking for is out of stock. Drop us a line with the product you are looking for and we will do our best to source it or a suitable replacement for you.

Why can I not find all the store products online?

We are constantly reviewing our online product range and are aiming to considerably increase what is available online in the near future. In the meantime we have our most popular products from store on the website as well as some online exclusives.

How can I pay for my order?

We accept Visa, MasterCard, Laser, PayPal and Online Gift Vouchers as payment method.

How do I add to my order?

We aim to process orders as soon as possible so unfortunately it may be too late to add to an order however we will also try our best to accommodate this. Please phone us on 041 98 07410 quoting your original order number and we would be happy to process any additional orders for you.

How do I cancel my order?

Should you change your mind after placing your order you can cancel it by emailing sales@equipet.ie quoting your order number.

At Equipet we want our returns policy to be transparent and hassle free. That’s why we have 14 day no quibble returns for goods that have been purchased from our online pet shop and returned to us in their original condition.

My order has arrived and it’s incorrect, what should I do?

We’re sorry there has been a mix up on your order, please email sales@equipet.ie quoting your order number and discrepancies. We will resolve any issues as soon as possible.

An item is missing from my order. What do I do?

Sometimes we make the decision to split orders, this could be due to weight restrictions or stock issues. We will always notify you of this via email before you receive your email so double check your junk folder. If a mistake has been made on our part, please email sales@equipet.ie quoting your order number and discrepancies. We will resolve any issues as soon as possible.

 

Delivery

Who will be delivering my parcel?

We ship with DPD to get items to you quickly and efficiently. 

What delivery options are available?  

Most items for delivery within the Republic of Ireland will be delivered within 1 working day of leaving our depot. You will receive a notification email when your parcel has left our depot. DPD will then contact you by email on the morning of delivery with a 1 hour delivery window given. Details for managing your delivery will be included in this email.

How long does delivery take?

We strive to ship on the next working day after receiving an order. You should expect to receive items bought online from Equipet within 1-2 working days. 

What countries do you deliver to?

We ship to Ireland, UK & Europe. For more details see our Delivery Page.

What is the standard rate of shipping?

We offer free shipping on orders over €40. Shipping is charged at €4.99 for orders under this value within Ireland. Please see our Delivery Page for full details of shipping charges.

How can I track my order?

Once your order is dispatched you will receive a confirmation email, this contains your unique tracking number.

I won’t be home at the time that delivery is expected, can I reschedule?

Within the email from DPD there is an option to re-schedule delivery to a day that suits or alternatively you can organise to collect your order from your local DPD depot.

Can I change the delivery address or country after I have received my order confirmation?

We aim to process orders as soon as possible so unfortunately sometimes it may be too late to make these changes however we will also try our best to accommodate this. Please phone us on 041 98 07410 quoting your order number.

My order has not arrived within the estimated time. What do I do?

We’re sorry for the hold up with your order. Please phone us on 041 98 07410 quoting your order number so we can get this resolved as soon as possible.

My order has arrived damaged during delivery, what should I do?

If your order arrives damaged please email sales@equipet.ie quoting your reference number and details of the damage. If it is possible to send images of the damages this is a great help!


Returns & Exchanges

My order isn’t suitable, how do I send it back?

At Equipet we want our returns policy to be transparent and hassle free. That’s why we have 14 day no quibble returns for goods that have been purchased from our online pet shop and returned to us in their original condition.

When you wish to return an item you should first contact us by email at sales@equipet.ie or by phone on 041 9807412 quoting your order reference number.

I need a different size, do you offer an exchange? / How do I exchange my online purchase?

Should you wish to exchange your items for an equivalent item, eg clothing in a different size, we will exchange this for you on receipt of the original item. Normal shipping rates apply to the replacement item. Where the replacement item is a different price we will either refund the difference or contact you to arrange for a top up payment. Replacement is subject to availability 

When will I receive my refund?

Refunds are processed on receipt of the returned item(s) and can take 3-5 working days to appear on your bank account.

Can I return my online purchase in-store?

Returns can be made to any Equipet store. Please ensure that a copy of your online sales receipt accompanies any returns as this can help speed up the process.

I have returned my order to the Online Returns Centre but a refund has not been processed?

You will receive an email from us when we process your refund, this can take 3-5 working days to appear on your account. If after this time you have still not received your refund at this stage please phone customer care on 041 98 07410 who will look into this for you.

 

Promotions

 Why isn’t my promotional code working?

Please check spelling of your code and ensure it is in date. If it still doesn’t work please email sales@equipet.ie with details of your code.

Do you offer a discount on first time orders?

We are happy to welcome new customers and we offer 5% discount for all customers who sign up to our newsletter.


Gift cards

Can I use an online voucher instore or vice versa?

Unfortunately this service is not available and is currently under development.  We can offer to create an online gift code to replace in-store vouchers. To avail of this service please phone customer care 041 98 07410.

Does my online gift card expire?

Gift cards are created with a 12 month expiry date.

I have an instore voucher but wish to shop online, what can I do?

Please phone customer care on 041 98 07410 who will be happy to create an online gift voucher for you. This will cancel your in-store gift card and allow you to complete your transaction online.

 

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