FAQs

Delivery

How will the Royal Mail & Parceforce strikes affect deliveries?

Royal Mail & Parcelforce postal workers are to take strike action on;

30th September
1st, 13th, 20th, 25th October
2nd, 3rd, 4th, 8th, 9th, 10th, 14th, 15th, 16th, 23rd, 24th, 25th, 28th, 30th November
1st & 2nd December

Some of these days, the strike action will only impact parts of Royal Mail & Parceforce’s operations, nevertheless, this will affect our deliveries for orders placed on the strike action days. Therefore, we recommend that you think about stocking up to make sure you have plenty of supplies if you have a busy period in the run up to Christmas, as express delivery will be unavailable during the strike action days.

We apologise for any disruption this will cause but we will be working to get your items delivered as soon as possible.

If you have any questions, please contact sales@mutneys.com or call our friendly team on 01948 841470.

How much is delivery?

Our delivery prices are worked out by weight:

Standard delivery – £2.95 – £6.95 depending on items ordered (FREE for orders over £100). Delivery will be calculated when you have entered a shipping address.
Express delivery – all orders are £9.95, discounted to £5.95 for orders over £100.
Pallet delivery is £60 which will be discussed at time of purchase.

We offer FREE Click & Collect from Mutneys HQ. Click here for more information.

Do you offer free delivery?: We do free standard delivery on all orders over £100 and offer a discounted rate for express orders over £100 which is £5.95.

How long is delivery?

Standard delivery is 3-5 working days and express delivery is 1-2 working days from dispatch.

Please let us know at the time of order if you require delivery for a specific date so that we can provide you with the most up to date information.

What should I do if I haven't received my package?

If your parcel has not arrived within the recommended delivery time, please contact our customer service team so we can investigate. Please see contact details below:

Email: customerservice@mutneys.com
Phone: 01948 841 470

What should I do if I have received the wrong item?

If you have received the wrong item in your package, please contact our customer service team so we can investigate. Please see contact details below:

Emails: customerservice@mutneys.com
Phone: 01948 841 470

How do I track my order?: Parcels – If you have provided us with a mobile number, this will be added to your consignment and the courier will provide you with tracking information and updates.
Royal Mail – If you would like to track your order through Royal Mail, please email customerservice@mutneys.com and we can provide you with tracking information.

Do you ship to other countries?

We ship our products to customers across the world. Please get in touch via email so that we can work on a shipping quote for you.

Email: sales@mutneys.com
Phone: 01948 841 470

Do you have a stockist in my country?

We have many Mutneys stockists all over the world. If you are outside the UK and interested in placing an order, please contact our sales team and we can point you towards your local stockist.

Email: sales@mutneys.com
Phone: 01948 841 470

Showroom

Is the showroom open to the public?: Yes! Our showroom is open to the public Monday – Thursday (10am – 4pm). Free parking spaces. You do not need to give us prior notice that you will be visiting, but we recommend that you check our showroom announcements here, as shows / events / bank holidays can occasionally vary showroom opening times.

Can I bring equipment to be sharpened / serviced?: Yes, you can bring any equipment for sharpening or servicing to be left with us. Sharpening / servicing can be done whilst you’re visiting the showroom (at an small extra cost), but you will need to call us on 01948 841 470 beforehand to check engineer availability and discuss the amount of equipment you wish to be sharpened / serviced.

Can I bring my dog to the showroom?: Yes, we do allow dogs in the showroom, however we do ask that you keep them on a lead.

Can I ring beforehand to ask if you have a specific item in stock?: Yes, please feel free to ring our friendly team on 01948 841 470 before you come if you would like to know our latest stock levels of specific products. We can also get items ready for you if you give us prior notice. If we do not have stock of a certain item, we can let you know when it is estimated to be back in stock and set up a back order if you wish.

Do you accept cash or card?: We accept both cash and card in our showroom.

If I buy an item but can't take it away, can it be delivered?: We can arrange delivery for any items that you purchase in our showroom and are not able to take away with you on the day.

Covid-19

Why is my item out of stock?

Unfortunately, Covid-19 has affected the country in many ways, one of them being supply chains. Everything is taking longer to get to the UK, items are being held in customs, and due to demand, factories just cannot keep up with production.

We are working tirelessly with manufacturers across the world to get products back in stock as quickly as possible. We endeavour to keep stock numbers on the website as accurate as possible and all customers are updated on the progress of their orders.

Out of stock items

What happens if I order something and I am then told it is out of stock?

We endeavour to ensure all stock numbers are updated regularly on our website. However, with some fast moving products this is not always possible.

If your item is out of stock, we will always call you as soon as possible to let you know and give you the following options:

You can swap your item to something else of a similar nature that is in stock or
You can put your item on back order (please see below for details) or
You can choose to have a refund for that item

What is a back order?

If you decide to place an item on back order, the item will be dispatched as soon as it is back in stock.

If you have ordered other items as well, we will give you the option to wait for the whole order or send them out separately. This will be at no extra cost to you.

Returns and Refunds

How do I return a parcel?

If you are returning a parcel to Mutneys, it is your responsibility to package it up safely and securely. We recommend sending it on a tracked service to avoid the parcel getting lost.

Please send any returns to: Mutneys Professional Pet Care Ltd, Unit D11, Rosehill Industrial Estate, Rose Hill Road, Stoke Heath, Market Drayton. TF9 2JU

If you wish to return a item purchased online or over the phone, please include a note inside your return parcel with your name, phone number, postcode and the reason for return. Alternatively, if you have brought a product from our stand at a show and you wish to return it, please provide proof of purchase (i.e receipt) via email, as well as including a note with your name, phone number, postcode and the reason for return.

Once we receive your returned items, we will contact you to arrange a refund / exchange.

My tunic doesn't fit. Can I return it?: You can return any item of clothing that is not suitable. Unless the item is faulty, the return postage will be at your own cost. If you would like to swap your tunic for another size, then we will not charge you any extra for postage (subject to conditions).

How do I return a faulty item?: If your item is faulty, this must be returned within 14 days. You will need to package the item up in its original packaging for a warranty return to be valid. As we do not offer free returns labels, you will be asked to return the item at your own cost and we will issue a full refund for the postage you have paid. Please note – you must keep proof of postage otherwise we will not be able to refund you.

Ordering and Payments

How can I order?

We sell our products through a range of platforms including:

How can I pay for my order?

Online – You will be prompted to pay with either a Visa debit card, Mastercard or Paypal.
Phone – You can pay with a Visa debit card, Mastercard, Paypal or bank transfer.

Please note, your items will not be dispatched until payment has been received into the Mutneys bank account.

Can I pay on account?

We do not offer any credit accounts. All orders must be paid for on a Pro Forma basis, meaning that payment must be made in full at time of purchase.

However, if you are setting up a salon or placing a large order we are happy to discuss payment plans for your equipment, although we do not release the goods until the full amount has been paid.

Do you offer trade accounts and prices?: To make it easier for our customers, we decided to make all of our prices trade. All you have to do is place an order and pay so there is no fuss with creating accounts and sending over company info.

Can't find what you are looking for?

If there is something you would like to order but can’t find it on our website, please contact the customer service team and we can probably order it in for you!

Email: customerservice@mutneys.com

Phone: 01948 841 470

Student discount and Loyalty Scheme

Do you offer student discount?

YES! 10% discount on all your orders for 12 months.

To register for your discount:

Fill out the form on our website – https://www.mutneys.com/students-colleges/

You will be emailed and prompted to create an account

We will apply the correct discount settings to your account and you’ll automatically receive your discount every time you order

Please note, there is a small selection of products that cannot be used in conjunction with the student discount such as bundle items, books and already discounted items.

Do you have a loyalty scheme?: Yes we do! You can find out all the details of our loyalty scheme by visiting this dedicated webpage

Manufactured items

What is the lead time on manufactured items?

If we do not have an item in stock, our normal lead time for manufactured items is 6-8 weeks for most items. SuperTubs are currently 12 weeks.

This is because each manufactured item is designed and carefully hand crafted by our in-house engineer here in Shropshire.

We would always recommend that you give us a call to discuss current lead times, as they do vary due to demand.

Due to Covid-19 and issues with supply chains, in the worst case scenario your item should be completed within 6-8 weeks.

Do you make bespoke items?

Yes. We are always happy to discuss different options with you regarding a bespoke item. Our engineer is highly skilled in what he does and he will try his very best to meet your requirements.

Bespoke items can sometimes take a little longer to produce as they are designed from scratch.

Please note – bespoke items will require a 20% non-refundable deposit and are non-returnable.

Do I have to pay delivery on a manufactured item?: Depending on the item, you may be required to pay for a pallet delivery. This will be discussed with you at time of purchase.