Ordering & Payment

Ordering Online – This is the easiest and fastest way! If you are worried about providing personal information to our website, please be assured any information collected is done so respectfully, lawfully and securely. Your credit card details are not stored on our systems. We use the secure processing service of Sage Pay to ensure the highest level of security, so your payment details are automatically encrypted when you enter them. For further information, please read our Privacy & Security Policy.
Ordering by Phone – Contact Customer Service on +44 (0)8448751414 Monday to Friday between 9:00am-4:00pm (UK time). We can take your credit card details over the phone.
By Bank Deposit - Please email us with details of your order BEFORE transferring the money. Our bank details are detailed below if you would prefer to transfer money to our account for payment - you will be responsible for all bank charges associated with this. Bank deposits MUST BE in British Pounds (£) - not Euro or USD.
By Mail Order - If you would prefer to pay by cheque, you can mail it along with full details of your order plus your name, address and telephone number to: Canine Spirit, 41 Inv incible Road, Farnbo rough, Hampshire, United Kingdom GU14 7QU. Please remember cheques must be in British Pounds (£) and must include the relevant post age required.

Accepted Payment Methods

Credit Cards

We accept Master Card, Visa and, within the UK only, Visa Debit, Solo and Maestro payments through our website. Our checkout pages are securely served and encrypted using SSL. Credit Cards are verified in real time using Sage Pay, one of the most secure, innovative and state of the art Internet Payment Solution providers, to ensure our customers can make safe online payments. Sage Pay is level 1 PCI DSS compliant, are active members of the Security Standards Council and use a combination of both establish and innovative techniques to ensure the security and integrity of all sensitive data.

It is said that an e-commerce transaction is actually significantly more secure than a similar telephone transaction or handling your credit card over the counter in a store! To see more on Sage Pay's Security measures click here.

Click here to view our terms & conditions and security info.

Bank Deposit Details

If you would prefer to do a direct credit payment to our bank account, please email us with your name, address, phone, dog details and details of what you would like to order PRIOR to placing the order. We will then email you an invoice.

Payments MUST be made in BRITISH POUNDS and include P&P - you will also be responsible for all bank charges so you will need to confirm with your bank before sending the transfer that bank charges on our end are covered.

Our bank account details are:

CANINE SPIRIT

Lloyds TSB Bank - Lymington Branch

Account Number: (0)1571203

Sort Code: 30-95-32

BIC: LOYDGB21186

IBAN: GB46 LOYD3095 3201 5712 03

Reference: please quote the invoice order number which is on the invoice we emailed to you.

Cheque Payment Details

Please call or email us with your name, address, phone, dog details and details of what you would like to order. We will then email you an invoice that you can print out and post along with your cheque. Please make all cheque payments out to "CANINE SPIRIT LTD" and write your name, address, cheque guarantee card number and card expiry date on the back of the cheque.

Our postal address is: Canine Spirit UK, Follingsby Avenue, Follingsby Park, Gateshead, Tyne and Wear, United Kingdom NE10 8HQ

Please note, you cannot pay by cheque when ordering online. Cheques must be for the full amount of the order including postage and packaging. Goods will be dispatched upon clearance of the cheque so, please allow an additional 5-7 working days for delivery.

Pricing & GST

Prices quoted in GBP are inclusive of British VAT (17.5%). Your credit card provider will exchange this to your currency if you are ordering from overseas - please check with your credit card provider if you have queries about conversion rates or additional charges that may be applicable through them.

The product prices exclude delivery charges - these are added separately at check-out based on the order value and delivery address. For further information on delivery charges, please click here.

You will get emailed an invoice showing the VAT component of the order. Please contact us if you need or require a different VAT invoice.

Buying for someone else?

When you checkout at Canine Spirit you have the option of selecting a different delivery address to a billing address.

Please note the delivery charge will be based on the delivery address.
The billing address must match the address registered to your credit card.

A copy of the invoice is included with the order. If you would prefer to not have the invoice included please email us on info@canine-spirit.com to request this. We will then not include the invoice with the package.

If the item is a gift, you can use our Gift Wrap option - the item will be gift wrapped and a gift card included. The invoice will be sent separately to the person who ordered the items.

Problems with an order

We are here to help, whatever the problem may be.

If you would like to return or exchange an item, please follow the instructions on the Return/Exchange form that was included with your order.

As long as the item has not been used, is clean and free of dog hair and is in 're-sellable' condition, there is no problem to return or exchange an item within 14 days. Please see full details of our Returns/Exchange policy here.

If you need to contact us regarding an order, please email us on orders@canine-spirit.com. Please quote your invoice or order number and last name (of the billing address).

Order Cancellation

By law, you have the right to withdraw from your purchase of an item within 7 working days of the item’s delivery to you. To cancel your purchase during this period, please email or write to us giving the reason for the return as ‘contract cancellation’. Please package the relevant item securely and send it to us so that we receive it within 7 working days of the date the item was delivered to you. For your protection, we recommend that you use a recorded-delivery service. Return and original post and packing costs cannot be refunded.

Liability - The total liability for any claim howsoever arising shall not exceed the price of the goods supplied by Canine Spirit.