Here a number of our most Frequently Asked Questions... and their answers, too. If you can't find the answer to your question here (or on any other Help pages) then please drop us a line. You can use the form on the Contact Us page or you can email Customer Services at firstname.lastname@example.org.
How do I find the product I'm looking for?
There are two ways to search for a product. Firstly, you can narrow down your search by selecting the correct category, i.e. Large Dogs, or your can use the search facility in the top right hand corner of the website, which will search the entire PetVits range, either for product, nutrient or ailment / condition.
How do I find out information about a product?
When you have decided on a product you will see a short description with an image of the product, its price and a 'Add to Cart' button. Click on a product to view a complete description, including the ingredients and listing and instructions for use.
What's all this "mg" stuff?
All of our products are measured in either milligrams (mg) or micrograms (µg). In the same way that there are 1,000 grams in a kilogram, there are 1,000 milligrams in a gram, and 1,000 micrograms in a milligram. You may also see microgram abbreviated as "mcg", but it means the same thing.
So what about "iu's" then?
Vitamins A, D and E are measured in weight but also in activity, and for these vitamins it's the activity measure that's the important one. International Units (iu) are a way of standardising the activity level across the different forms of each vitamin that are available.
Do I have to register to be able to buy from you?
Not at all. Unlike a lot of sites, you don't have to register to be able to shop with us. But registration does have its benefits; you'll only have to enter your details once, your address and delivery details will be pre-filled for you as soon as you log in, and you'll also be able to keep track of orders and view your order history. Finally, you'll also be eligible for periodic special offers that won’t be available to non-registered customers.
How do I register as a new user?
To register as a new user click on 'Sign In / Sign Up' at the top of the page. Then click the "Create New Account" link in the box that opens, and fill out the form on the next window that opens. Any field that is marked with an asterisk (*) needs to be filled in to complete the registration process.
When I’ve registered, how do I log in?
When revisiting the site in the future, click the "Sign In" link at the top of the page and then enter your 'Username' and 'Password' when prompted.
Who do I contact if I'm having trouble logging in?
You can contact customer services on 01323 872277 or email email@example.com. When you contact us, please let us have as much information as possible about the problem you are having and what you've already done to try and solve it.
Can I view or change my account details?
Once logged in you can view and change your account details by clicking on 'My Account' > Details at the top of the page. This will give you access to all your account details and you can change your billing address, shipping address, etc.
How can I change my password?
You can change your password by going to 'My Account' > Details. You can then change your password from the that page.
What happens if I forget my password?
There’s no need to worry should you happen to forget your password. Just click on the "Forgot password?" link in the 'Sign In' box, which will take you to a page where you'll be asked to enter the email address you used for registration. Once you click submit you'll be sent a link to a page where you can enter a new password.
If you can’t remember which email address you used to register, send an email to firstname.lastname@example.org and we’ll send a temporary password to the email address we have on file. If the email address we have on file is no longer valid, you will have to set up a new account as we cannot change account details for you.
Do you offer free delivery?
We certainly do. All orders that are delivered to a UK address and are £30.00 or more in value are delivered free of charge. You can upgrade your delivery to first class post, tracked delivery or courier during checkout for only a small fee. For UK addressed orders that are between £15.00 and £30.00 in value, there is a charge of £3.95 for delivery and for orders below £15.00 in value, the charge is £4.25.
If your order is for delivery to a non-UK address, then there will be a postage charge to pay whatever the value of your order. This is because to enable us to keep the cost of the products down as low as we can, we cannot absorb the cost of postage. However, all charges are kept as low as possible. Full details of all the postage charges can be found on our Payment and Delivery page.
I've got a coupon / discount code. How do I use it?
If you've received a coupon code or a discount code from us, to apply it to your order just enter the code in the 'Have a discount coupon?' box towards the bottom of the Shopping Cart page. Please remember, though, that you can only use one coupon or discount code per order and it must be entered EXACTLY as it was sent to you or it will not apply. We'll do our best to make sure that any incorrectly entered codes are still applied, but we can't guarantee it!
All coupon and discount codes have expiry dates, so if you've entered the code correctly and your order total still isn't updated, it is probably because that code has expired. Some codes, also, will be of the 'use once' variety, so if you've used it on a previous order you won't be able to use it again.
Finally, some codes will only be valid for use by customers with a registered account, who are logged in. If the code you are entering does not appear to be working, log in and try again.
Do you offer discounts for larger orders?
Not at the moment. But we do offer competitively priced, high potency products that offer excellent value for money. And, if you spend over £20, there's no postage charge for UK deliveries. We do, from time to time, have great special offers that make PetVits even greater value so check back often to see what the latest offer is.
I've placed an order but not received an email about it
Our website automatically sends out emails when you place your order (Order Confirmation) and when we ship your order (Order Complete). If you do not receive these emails, there are usually two main reasons:
- Because the emails are automatically generated, online email providers like Gmail, Hotmail and Yahoo often treat these emails as spam or junk, and so route them to those folders rather than to the Inbox. Please check your spam or junk folder to see if the email is there.
- The email address you've entered is incorrect. If your email address isn't entered exactly as it should be, then emails will not be delivered. We do not always receive a bounce message in these instances, so will not always know the emails have not got through. If you haven't received your email, please check that the email address on your account is 100% correct.
I've received an order confirmation, but not a shipping confirmation. Where's my order?
We are experiencing an issue where some customers do not receive the automated shipping confirmation emails that our website usually sends. We are working with our software vendors to establish why this should be and how it can be corrected.
If you have not received a shipping confirmation for your order, please sign into your account where you will be able to view the shipping status of your order.
What's your ethical position?
We take our ethical and environmental responsibilities very seriously. Please read our Ethical page for full details.
What privacy measures exist on this website?
Please read our Privacy Statement for full details of the measures we take to protect you while you use our website.
How do you keep my data secure?
The security of your data is as important to us as it is to you, which is why this website is protected by 256-bit encryption, which keeps every bit of your data - from your name and address to your payment card details and everywhere in-between - 100% safe from mis-use. You can examine the SSL Certificate for this website by clicking the padlock symbol in your browser.
This website is PCI DSS Compliant and is tested quarterly. Click the Security Metrics Credit Card Safe logo on the right of the page to view the most recent test certificate.
Is there anything else I should know?
All of the transactions carried out on this website are covered by our Terms & Conditions, and we would encourage you to read them.