Basic Guinea Pig Pellets 1.5KG

Unbranded SKU: BP-620360
Basic Guinea Pig Pellets 1.5KG Unbranded - Luna&

Basic Guinea Pig Pellets 1.5KG

Unbranded SKU: BP-620360
Regular price £2.99
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Tax included. Shipping calculated at checkout.
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Basic Guinea Pig Pellets 1.5KG

A complimentary food for guinea pigs. Pellets prevent selective feeding and support dental wear.

 

Frequently Asked Questions

We've gathered up some of the most frequently asked questions Team Luna receive, hopefully this allows us to respond to any queries you may have quickly. However, if you still can't find the information required - reach out to us via our Contact Us page.
 
 

Ordering

Q. Can i order over the phone?

A. If you can't find what you're looking for, then of course pick up the phone and we'll see if we can help. If we can source it for you, then yes you can order over the phone and we can also accept payment over the phone.

 

Q. How do i order for Local Delivery?

A. Our local delivery service is limited to postcodes SY14 and SY13, and the minimum order value is £15. If your order meets these conditions then the option for Local Delivery should pop up during Checkout. We Aim to deliver within 3-5 days, but sometimes this can take longer if we are sourcing stock from a supplier that would normally ship to our Customers directly. 

 

Q. I want to order something, are your stock levels accurate? 

A. Wherever possible we keep our stock levels as up-to-date as we possibly can, for certain suppliers we are reliant on them notifying us that they have stocked out of a certain product. If you were to order something and we can't fulfil the order, we will contact you to confirm whether you would like us to refund you or whether we can offer you an alternative product.

 

Q. You don't stock the brand I usually buy, or a certain product - are you able to provide it?

A. We can't guarantee this, but we can definitely try to help! Our suppliers stock a HUGE range of brands and products, and we're always looking to expand our collections and collaborate with new companies. If there is something you need, just drop us a line and we'll do everything that we can to help.

 

Q. I have missed something off my order, or need to amend it - is this possible?

A. Of course, we will do whatever we can to help. Just pick up the phone and we can add or amend your order - the sooner you get in touch the better. 

 

 Delivery

Q. How long will it take for my order to arrive?

A. Our estimated dispatch time is 1 - 3 days, and we use Hermes, DHL, DPD and Royal Mail to deliver our products via UK Standard delivery which is estimated to be between 3 - 5 working days.

 

Q. Do I need to be home to sign for my delivery? 

A. You're not required to sign for a delivery valued under £35, we always request for our shipping partners to reattempt delivery if nobody is home to accept your parcel. If you parcel is high value, then we may request a signature which will then be required.

 

Q. My order has arrived damaged, what should I do?

A. Firstly, we always recommend that you take a picture of the damaged product, and of the packaging if there is damage to that. We also request that you hold onto them, as we may need both during an investigation. You should then get in touch with Team Luna, contact details can be found here: https://www.lunas-empawrium.co.uk/pages/contact-us.

 

Q. Why has only part of my order arrived?

A. This could be because we are waiting on another item(s) direct from our supplier, and we didn't want to hold up your entire order. Or it could be because of an inventory mistake and the missing item(s) are out of stock, in this case you will already of been notified via Email and a full refund will have been issued.

  

Q. What If my order hasn't arrived in the estimated time for dispatch and delivery?

A. If you have been provided tracking details, you can track your parcel with our delivery partner for any updates. Alternatively get in touch and we can follow this up for you. Our contact details can be found here: https://www.lunas-empawrium.co.uk/pages/contact-us.

 

Q. I've received a tracking number, but its not working?

A. We update tracking details as soon as we've placed the shipment with our shipping partner, however it usually takes some time for this to update their side due to the stock leaving our warehouse and arriving with them.

 

Q. I may not be in for my delivery, can it be left with a neighbour or in a safe place?

A. We can include a small amount of text on parcels sent via our couriers, but not via Royal Mail. This information should be provided in 'Notes' when placing your order. However, please remember that any misplacement, theft or damage will not be covered by us in the event of being left in a 'safe place'. According to our delivery partners, they also will not accept accountability for issues arising due to these types of requests. This essentially mean that we the contents will not be covered by our standard insurance, nor will we be able to offer a refund. 

   

Product Pricing

Q. I have found a product cheaper on another website, will you Price Match the product?

A. We will certainly take a look, we are a small business so we cannot consider third party selling sites such as Amazon or Ebay. However, if you find products at a cheaper price on a UK genuine Pet Store site, then at our discretion we may price match if our product and delivery charge combined equate to a higher price than the alternative site. 

  

Q. In the event of Pricing errors, will you fulfill my order?

A. Our Team try to be as careful as possible when updating the site, however sometimes mistakes are made - they are only human. We often do not see these errors until Customers check out and we process the order, in this case we will usually raise an internal ticket to investigate and determine whether we fulfil the order or not. Fulfilment is at our discretion, however if we come to the decision that we cannot fulfil we will of course provide you with a full refund and an apology. 

 

 

 

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