Our Standard UK Delivery Service
Delivery is free on all UK Mainland orders. For delivery to the Channel Islands, Scottish Islands, Isle of Man, Isle of Wight, Isles of Scilly and Northern Ireland – please call 0808 168 3344 and we will arrange carriage on request (an additional surcharge may apply).
Normally, unless otherwise notified at the time of placing your order, orders are guaranteed to be despatched to you within 5 working days.
Deliveries are handled by our chosen courier company and are delivered within 5 working days (excluding Highlands & Islands). In exceptional cases (e.g. extremely bulky or heavy orders) an alternative courier may be used who guarantee delivery within 2 to 3 working days. Smaller items are sent by standard Royal Mail postal service.
Please note that you do not need to be at home to take delivery of your Breakthrough order (we know what it’s like to hang around for a parcel). Simply enter secure delivery instructions during checkout and our courier will leave it safely for you in a plain, waterproof bag.
International OrdersWe currently do not cater for customers outside of the UK.
Trade EnquiriesBreakthrough is sold exclusively from our own website. We have no plans to work with retailers at this present time. However, if you’d like to get in touch please email firstname.lastname@example.org
Are you a behaviourist, vet, vet nurse, trainer or other qualified canine specialist? If you’d like to apply for approval to refer clients to Breakthrough then email email@example.com and we’ll send you an application form.
Order ConfirmationOrders for products are accepted when you receive a confirmation e-mail to this effect. We send this email to comply with our legal obligation and to keep you informed. You may wish to print or save this email for your future reference. The confirmation will include details of your order, including your chosen and confirmed delivery address. We will then send you a further e-mail to inform you that your order has been processed by us.
The Breakthrough GuaranteeWe know that Breakthrough works and we know that it’s so tasty your dog will love it! But even though we know what goes into it – some dogs just won’t eat some foods. (It’s a dog thing). Rest assured though – the Breakthrough guarantee ensures that if your dog refuses to eat our amazing dog food, we will refund you.
It’s easy to claim a refund. If your dog refuses to eat Breakthrough:
- Email or call us within 28 days of your purchase
- We will check with you how you are feeding to ensure you’re following the feed guide and try to help if we can
- If we can’t help then we will arrange to collect the bag back (we like to donate the open bags to charity locally)
- As long as the bag has at least 9kg left we will refund your credit card within 30 days
Please note – we cannot guarantee that feeding Breakthrough alone will help your dog as every dog is different. Remember it’s a 3-Step process (1. Observe 2. Feed 3. Progress). Feeding alone will start the process in many cases, but only with BT Practitioner approved support can you expect the best from your dog. Our guarantee therefore only relates to palatability. One claim per household.
Returns and Refund PolicyWe are dedicated to giving you the best service, products and prices we possibly can. It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us via the address listed on this page, or by phone/email shown below.
If you do make a purchase from breakthroughdog.co.uk and the product is faulty, damaged in transit, or differing from the description given on our website then we will be pleased to arrange a refund or replace the product – as you wish. Please notify us within 28 days of delivery if you plan to return an item.
In the event of a customer purchasing an item from breakthroughdog.co.uk mistakenly and through no fault of breakthroughdog.co.uk, we will be pleased to replace or refund the item provided that the original item is returned to breakthroughdog.co.uk unused and in saleable condition. In such cases where the customer is either unwilling or unable to arrange return carriage after mistakenly purchasing a product, breakthroughdog.co.uk reserves the right to charge a returns fee to cover costs involved in courier charges. In cases where an order is returned, we reserve the right to retain the initial postage/courier costs from any refund. If you wish to cancel your order before the goods are despatched, a full refund will be given.
All products should be returned to the following address:
Breakthrough Behavioural Products Ltd.
Bannister Hall Mill
Bannister Hall Lane
Please ensure that all products returned to us are suitably packaged. We recommend that you insure any goods that are returned to us, as Breakthrough Behavioural Products Ltd. are not liable for any damage or loss during transit.
It is your responsibility to inspect any products once they are delivered and notify us of any shortages, defects, or of any other complaint immediately and in any case within 28 days from the date of delivery, failing which the product/s will be deemed to have been accepted and to be in good working order. Our liability for short delivery is limited to making good the shortage. Where a product proves to be faulty, we will replace without charge, or give a full refund within 28 days of the date of the delivery. Where product/s are faulty, we will refund the cost of delivery back to us should we ask you to return them to us.
This does not affect your statutory rights as a consumer.
If you would like to return a product or would like to discuss returns and refunds with us then please contact us: