Help & FAQs
At Worm Counts For Dogs we're only too happy to hear from you and to answer any questions you might have for us. However, a lot of questions are quite common and can be found, and answered, here. If, for any reason, you can't find what you're looking for and still need to get some help, please feel free to contact us.
About My Order
When will my order arrive?
We aim to dispatch your order within 1 working day (excluding weekends and bank holidays). If, for any reason your order is delayed, we will be in touch with you via the contact details you enter when you register with us.
Why hasn't my order arrived?
We track the majority of our orders, meaning items rarely get lost. If, for any reason, your order doesn't arrive at the address you specified, we will replace it after 7 working days to allow your order to winkle its way through the system.
Please be careful when adding your delivery address at checkout. This is because our system is automated from ordering right through to labelling, which means the address you give us is what is printed on the label. If it turns out the address was entered incorrectly the order might be lost, or returned to us marked as undeliverable.
We get your order out the door as fast as we possibly can, usually the same or next working day. But we can only do that once we have the order in our hot little hands, so please don't leave it until the last minute to put your order in. I know we're all guilty of it, me included, but if you can give yourself a few days lead time then you won't run out of kits.
Deliveries can be made to work addresses. If you are expecting a delivery and it hasn't arrived, please look for a delivery attempt card.
My order is incorrect/damaged, what do I do now?
We do get it wrong once in a while, or your order gets buried in the mail under a hundredweight of books! If your order is wrong please contact us immediately and we'll arrange for the correct or undamaged goods to be sent out again. If we got it wrong we may ask you to return the goods to us. We will refund your postage costs as soon as we receive them back, as long as they're in the same condition in which they left us and back within seven days. Please retain proof of postage when returning goods.
Will I have to sign for my order?
No, you won't have to sign for your order as our orders fit through your letterbox.
Will I receive confirmation of my order?
We'll send you a confirmation email detailing the exact order received shortly after your order is placed.
Delivery & Returns
What method do you use to send my order?
We currently use Hermes for all our orders: 2-3 day delivery and next day delivery. It's reliable and trackable.
I've changed my mind, can I send it all back?
Of course you can. You must notify us that you are returning your items, by phone or by email, and the goods must be returned within 14 days of receipt.
If you simply change your mind, please send your order back to the returns address on your invoice and, as long as the goods are in the same condition as they were when they left us, useable and saleable, we will refund your money in full. You must retain proof of postage and preferably send it via tracked mail. If it doesn't arrive back to us we cannot refund your order.
Payments & Security
Do you accept PayPal as well as credit/debit cards?
Yes, we do. You can pay via PayPal using your account, or pay using your debit or credit card through PayPal (you don't need a PayPal account to pay by card).
How do I know my payments are secure?
We process payments through PayPal who adhere to strict online compliance regulations. Our site also has a valid Thawte SSL certificate, which protects your payments made online and any information you share with us, such as your name and address.
I have 70 Loyalty Points, why can't I spend them?
You can only start spending loyalty points once you have 100 of them, so you'll need to collect a few more.
I'm not sure what to order, can I speak to a human please?
Of course you can, we'd be more than happy to chat - email us with your questions and a phone number and we'll call you back.