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FAQ

FAQ’s

1.       I want to know the status of an order I have placed?

2.       I have a question about delivery?

3.       I have a question about a product?

4.        I have a question about placing an order?

5.       I have a question about my account?

1.

When will my order arrive?

After you have placed your order online, we will send you an order confirmation email with the subject line ‘Your Order from Wuffstuff’. In the body of this email you will find information about when your products will be delivered. Please check the delivery date within your email before contacting our customer services.

If you haven't received this email within 24 hours of placing your order or your products have not been delivered within the timescale stated in the email, then please contact our customer service department.

Viewing my Order Status?

Using your account you can see the current status of your order. If your order has been dispatched and has not arrived within the expected time period as stated within your order confirmation email, then please contact our customer service department.

I have ordered but I still haven’t received the “Thanks for your order” email, why?

After you have placed your order online, we will send you an order confirmation email with the subject line ‘Your Order from Wuffstuff’. In the body of this email you will find information about when your products will be delivered. Please check the delivery date first as some orders may be shipped up to 1 full working day after this date.

First and foremost, please double check that this email has not arrived in your spam folder. To avoid this happening, we recommend you add orders@wuffstuff.com to your contacts. We dispatch our orders from Monday to Friday so if your order was placed between Friday evening and Sunday, it will be processed the following working day.

Using your account you can see the current status of your order. If your order has been dispatched you will shortly receive your confirmation email.

Only part of my order has arrived?

Please bear in mind if you have ordered more than one item, your products may be sent out from multiple locations or multiple parcels may have been required that then became separated during processing with our carriers and therefore may arrive separately.

Please wait the full delivery period and then, if the remainder of your order has still not arrived, please contact our customer service team using our contact us page or call our Customer Service team on 01398 331800 (8.30am-4pm Mon-Fri).

If none of the above apply to your order and you have no contact from us whatsoever, then please contact our Customer Service team using our contact us page or call our Customer Service team on 01398 331800 (8.30am-4pm Mon-Fri).

2.

How much does delivery cost?

We ship your products based on their weight. Please visit Royal Mail for detailed information on pricing. Delivery is available throughout England, Wales & of Scotland. Please visit our delivery page for more information on your delivery options.

When will my delivery be dispatched?

Your delivery will be dispatched as soon as the warehouse has picked and packed your order. You will receive an email to confirm your order has been dispatched. We place an extremely high value on customer security and privacy. For related reasons, most products take a minimum of 1 full day to leave our warehouse before beginning the shipping process.

How long does delivery take?

Delivery time of purchased products depends on your location and designated shipping method selected when you placed your order. You can check your order confirmation email for an indication of when your order will be due for delivery. All orders received after our 3pm deadline will be processed on the following working day. Working days are Monday to Friday only; we do not deliver or process orders on weekends or on bank holidays.

Calculating Delivery Time

During checkout, you will get to select a delivery method and see the total time it takes for the item to be delivered.

What do I do if my delivery has not arrived after the specified time?

Please contact our Customer Service team using our contact us page or call our Customer Service team on 01398 331800 (8.30am-4pm Mon-Fri).

3.

How do I find what I want?

You can either use our search box situated at the top of the page if you know what you are looking for or you can select from the main menus and then navigate to your section using the menu on the left hand side of each page. Here you can refine your search further using the filters on the left. After a few clicks you should find the product you require. Alternatively you can browse our site by clicking on any of the links situated around our website - this will allow you to shop by brand or to take advantage of any special offers.

Learning More about Products

If you would like more information about a product you see on wuffstuff.com, simply click on the product image or the more info button. This will take you to a Product Detail page that provides a complete product description.

If the particular information you require is not present here please contact our Customer Service team on 01398 331800 (8.30am-4pm Mon-Fri), and we will endeavour to get you the required information as quickly as possible.

How do I review your products?

To leave a product review please use the following steps, you do not need to log in or be a member of the Wuffstuff® website to leave product reviews.

1. Locate the product you would like to review. You can do this by either using our search bar (located at the top of the page) or browse our website.

2. Select the review tab, located underneath the product image.

3. If the product has previously been reviewed you should now see other user's thoughts. Click 'write a review'; the form will now appear for you to fill in. Enter your product rating, email address, the title of your review, and the review itself to let us know what you think (good or not so good!). If you're sure there aren't any mistakes, submit the review.

4. If you have successfully entered your review you should see a confirmation message.

Your review will be posted on the Wuffstuff® site, typically within 48 hours. You'll be able to see the review on the product page at Wuffstuff® once approved by our moderator.

I cannot find the product I am looking for?

Try using our search box at the top of the page;

    Check the spelling of your search term
    Try broadening your search terms. For example, try bone instead of Toy bone.
    Do not use quotation marks or the words AND, OR, &, NOT.
    Try different keywords

If you are unable to find exactly what you require please contact our Customer Service team on 01398 331800 (8.30am-4pm Mon-Fri), and we will be happy to help.

4.

Is your website secure and how do I know?

None of our customers have reported fraudulent use of a credit or debit card as a result of purchases made with us. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. Our website is also secured by Geo Trust to ensure that all personal information is protected whenever you enter any personal information. Should you not wish to place your order online you may call our sales team on 01398 331800 (8.30am-4pm Mon-Fri).

Can I order over the phone?

Yes at no additional charge by calling us on 01398 331800 (8.30am-4pm Mon-Fri).

Adding Products to Your Shopping Basket

To add products to your Shopping basket, simply click on the ‘add to basket’ button to the right of the product image. A popup window will appear with further instructions.

How do I place my order?

Ordering with Wuffstuff® is simple. You can either place your on our website or you may order over the telephone by calling our Customer Service team on 01398 331800 (8.30am-4pm Mon-Fri).

5.

How do I find out my password?

Don't worry if you have forgotten your password for the Wuffstuff® website - simply click on LOGIN at the top of every page, enter your email address and click on the 'forgot password' link. This will automatically send you an email giving you the relevant information to log in and place your order. We are unable to provide customers with passwords via our customer service department over the phone.

How do I register?

You can register with Wuffstuff® at any time by either placing an order or you can LOGIN using the link located at the top of every page on our website. Here you will be able to create an Account by entering your details and creating a password. Choose a password that is easy to remember and keep it safe! Please be assured that no credit card details are kept in your “My Account” area and this facility is purely to enhance your experience on the Wuffstuff® website.

Why should I register with Wuffstuff?

After creating your account, you will easily be able to check your order history, access all your personal details and place a new order with only a few clicks!

Do I need to register to place an order?

No, you can use our express checkout service without the need for creating an account.

How do I log in to my account?

From the front page, simply click on the "sign in" link at the top. In the right field (sign in to your account), enter your email address and password and click "sign in". Once you are signed in, you can click on "my account" in the top right of the screen

How can I change my password?

Simply click on LOGIN at the top of every page, and then click on the button to edit your details. Here you will be able to change your password, before clicking on the edit details button on the bottom of the page.

I would like to modify my address?

Simply click on LOGIN at the top right of every page, and then click on the button to edit your details. Here you will be able to change your address details, before clicking on the edit details button on the bottom of the page.

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