Welcome to Top Pup Foods’ FAQ section, where we answer your most pressing questions about our premium dog products and services. As discerning dog parents ourselves, we understand every detail matters when caring for your furry family member.
About Our Products
What makes your cold-pressed dog food special?
Our cold-pressed dog food preserves nutrients through a low-temperature process, offering superior digestibility compared to traditional kibble. Like all Top Pup Foods products, it’s carefully selected by our team of pet nutrition experts in Carlisle.
Are your dog beds and orthopedic products suitable for large breeds?
Absolutely! We carry a range of premium dog beds, mattresses and orthopedic supports specifically designed for dogs of all sizes. Our George Barclay collection includes extra-durable options for larger breeds.
How do I choose the right flea treatment for my dog?
Our Dog Medication & Health section includes weight-specific flea treatments. For personalized advice, email our Carlisle-based pet care team at [email protected] – we’re happy to help!
Ordering & Delivery
What delivery options do you offer?
We provide two tail-wagging delivery services:
🚀 Express Shipping (£12.95): DHL/FedEx delivery in 10-15 days with full tracking
🐾 Free Standard Shipping: EMS delivery in 15-25 days for orders over £50
Do you ship to my country?
We deliver worldwide except some remote areas and parts of Asia. Our Carlisle warehouse efficiently handles international customs processes for EU, North America and most regions.
How long does order processing take?
Our pet-loving team packs all orders within 1-2 business days with eco-conscious packaging. You’ll receive tracking information once your dog’s premium products are dispatched.
Payments & Accounts
What payment methods do you accept?
We accept all major payment options for your convenience:
• Visa • MasterCard • JCB • Secure PayPal payments
All transactions are encrypted for complete security.
Is my payment information secure?
Absolutely. We use industry-standard encryption for all transactions. Your payment details are never stored on our systems.
Returns & Exchanges
What’s your return policy?
We offer a 15-day hassle-free return policy if your pup isn’t completely satisfied. Items must be unused and in original packaging. Contact [email protected] to initiate returns.
My dog food arrived damaged – what should I do?
We’re sorry to hear that! Our Carlisle team takes great care with packaging, especially fragile items like dental care products. Email us immediately at [email protected] with photos and we’ll arrange a replacement.
Customer Care
How can I contact customer service?
Our UK-based pet parents are always happy to help at [email protected]. We typically respond within one business day. For urgent delivery issues regarding flea treatments or medications, please include “URGENT” in your subject line.
Do you offer product recommendations?
Yes! Whether you need help selecting calming aids for an anxious pup or the perfect chew-proof fetch toy, our team can suggest products from our premium range that suit your dog’s specific needs.
“When Max’s sensitive stomach food arrived a day early, it made all the difference. Thank you for understanding how important timely delivery is for pet parents!” – The Thompson Family, loyal customers since 2019
At Top Pup Foods, we don’t just deliver dog products – we deliver peace of mind that your canine companion is getting the very best, right when they need it.