Frequently Asked Questions

We have compiled a list of the most frequently asked questions for you however if the answer to your question is not here don’t hesitate to call us on 01670 851 160 and we will be happy to help.

• How do I register?

• I have forgotten my Password?

• How can I order?

• How do I find the description of a product?

• What is the wish list?

• What methods of payment are accepted?

• Where do you deliver?

• How much does delivery cost?

• How do I find what I am looking for?

• How do I use a voucher?

• How do I return items?

• What happens if my order arrives damaged?

• How secure is the website?

• Why shop with Animal Tracks?

How do I Register?

Anyone can register with Animal Tracks at anytime you can either place an order and click on REGISTER on the checkout page or you can click on LOGIN/REGISTER located at the top of every page in the shop part of the website. You create an account by entering your details in to the required fields and by choosing a password to protect your account.

We recommend you choose a password that you can remember but is not easy to guess and do not disclose your password to anyone. Once you have created an account with Animal Tracks your experience shopping on line will be easier as it will store you information and you will be able to view your history of orders. No credit or debit card details are stored in your account for security so you will be required to enter payment details each time you order on line.

I have forgotten my Password?

If you have forgotten your password to login to your account don’t worry click on LOGIN/REGISTER located at the top of every page in the shop part of the website and click on FORGOT PASSWORD. You will then be asked to enter you e-mail address and you will automatically be send an e-mail confirming your Login details so you can Login and place your order.

How can I Order?

You can order on line 7 days a week 24 hours a day!

Alternatively you can order over the phone please call 01670 851 160 Monday –Friday 9am-3pm and one of our Sales Team will take your order. Please have the SKU numbers of each product you require, the name of each product you require and any options you require on each product to hand when ordering over the phone.

Ordering on line :

To add products to your order click on BUY NOW on the product required and this will add the product straight to your CART. In order to view options and read the full description of the product click on the PICTURE of the product which will bring up the description and options. To add the product to your order select the quantity and option required and then click on ADD TO CART. This will add the product to your CART.

To view your CART any time click on VIEW CART in the top right hand corner of the page. This will bring up your CART contents and from here you can edit the number of products required or remove products from your CART.

You will always be able to see your CART in the right hand corner at the top of the page and it will update every time you add another product.

When you have finished shopping you can click on CHECKOUT located in the box that shows your CART in the top right hand corner of the page or if you are viewing your CART you can click on CHECKOUT from here.

Once you have clicked on CHECKOUT you will be required to LOGIN to your account or create an account if you are a new user to complete your order.

How do I find the description of a product?

In order to get the full description of a product click on the PICTURE of the product and this will bring up a full description of the product and any options the product has.

If you require more information about a product please contact a member of our Sales Team on 01670 851 160.

What is the wish list?

On each product there is an option to click on ADD TO WISH LIST and this will then add that product to your WISH LIST. You can view your WISH LIST by clicking on WISH LIST in the box that contains your CART situated in the top right hand corner of the page. This will bring up your WISH LIST which you can add to at any time and it will store the items on there until you wish to purchase them.

What methods of payment are accepted?

Payment for orders is required when completing your order whether on line or by telephone and the payment method is credit card or debit card. We accept all major credit and debit cards including Visa, Visa Debit, and MasterCard, Maestro, Solo and Delta cards. You can shop with confidence using our secure payment provider NetBank.

Where do you deliver?

We deliver throughout the whole of the UK please see our DELIVERY SERVICE PAGE for more information.

How much does delivery cost?

We offer a standard delivery within 4 working days from your order being processed please see our DELIVERY SERVICE PAGE for details of delivery costs for different areas of the UK.

How do I find what I am looking for?

You can find what your looking for two ways:

If you know exactly what you are looking for you can use the SEARCH BOX located in the top right hand corner of the page or you can select the CATEGORY you require along the top and select a SUBCATEGORY from the drop down menu. You will then be able to navigate your way to the products you require under each CATEGORY and SUBCATEGORY.

How do I use a voucher?

You can redeem vouchers from us online by entering the code off the voucher on the checkout page. If you are having problems using a voucher please contact us on 01670 851 160 prior to placing your order. You can also redeem a voucher when placing an order on the telephone by giving us the code off the voucher at the end of your order.

Please see our TERMS AND CONDITIONS PAGE for exceptions on vouchers and details of using brand specific vouchers.

How do I return items?

Here at Animal Tracks we hope you are 100% satisfied with every purchase however if you do need to return a product(s) for some reason please see our RETURNS POLICY PAGE for details on how to return a product(s) depending on the reason and timescales.

What happens if my order arrives damaged?

If your order arrives damaged you have 24 HOURS to report it to us by telephone on 01670 851 160. Please see our DELIVERY SERVICE PAGE for more details on returning a damaged on delivery product(s).

How secure is the website?

Our website is very secure and you can shop with confidence using our secure payment provider NetBanx. None of your credit/debit card details are stored in your account area for security. Please see our PRIVACY POLICY PAGE for more details.

Why shop with Animal Tracks?

We are a family run business that has been established for almost 10 years now, which specialises in rare and unusual pets whilst stocking all the supplies and accessories you will ever need for your pet. Our unique store is separated into six exciting departments, Fish Trek, Bird Trip, Rodent Run, Reptile Leap, Cat Stroll and Dog Walk. You will find a helpful, uniquely qualified and highly knowledgeable member of our team in each area waiting to assist you in store or over the phone should you need any help and advice before and after placing an order with us.

We are not your average pet shop. We endeavor to supply our customers with the perfect family pet as well as the best information to help ensure their new pet receives the best care. We do this by including our unique 'Footprints' Animal Tracks Care Information Pack with every pet sold. These packs have been created in partnership with Robson & Prescott Veterinary Centre to provide all the guidance and information you will ever need to look after your pet.

We supply a great range of pet supplies online in our superstore where you can find anything your pet will ever need at the lowest prices. In store you can buy reptiles, fish, birds, small furry animals, pet supplies and accessories.

Whether you are shopping with us on line or coming in to store you can rest assured that you have come to the right place for all your pet needs.

Please note our on line prices are not available in store.