FAQ's

Ordering & Payment

+ What payment methods do you accept? We accept all major credit cards (Visa, Mastercard, American Express), debit cards, and PayPal. All transactions are securely processed through Shopify's encrypted payment system.
+ Is it safe to order from your website? Absolutely! Your security is our priority. We use industry-standard SSL encryption to protect your personal and payment information during checkout.
+ Can I modify or cancel my order? Please contact us as soon as possible if you need to modify or cancel your order. Once an order has been processed and shipped, we cannot make changes, but you can return items following our returns policy.

 

Shipping & Delivery

+ Where do you ship? We currently offer standard shipping to mainland UK, NI, Highlands & Isles along with International shipping options available. 
+ How long will delivery take?

UK Mainland:

  • Standard delivery (2 working days)
  • Express delivery (next day delivery)

Highlands, Northern Ireland & UK Isles

  • Standard delivery (3-5 working days)
  • Express delivery (2 working days)

International Shipping

  • Delivery times will very depending on your location.  
+ How much does shipping cost?

UK Mainland:

  • Standard delivery £4.99
  • Express delivery £7.99
  • Free shipping for orders over £50

Highlands, Northern Ireland & UK Isles

  • Standard delivery £7.99
  • Express delivery £9.99
  • Free shipping for orders over £100

International Shipping

  • Costs will be calculated at checkout based on the weight, size and destination of your order. Transit times and charges will very depending on your location.  

 

Returns & Exchanges

+ What is your return policy? We want you and your dog to be completely satisfied! You can return unused items in their original condition within 14 days of delivery for a full refund or 30 days for an exchange. Items must be unworn, unwashed, and with all tags attached.
+ How do I return an item? Please simply include a note with your name, order number and whether you would like a refund or exchange. You will be able to find your order number on your confirmation email.  Please return the item to: Unit 20 Bertie Way, Dereham, Norfolk, NR19 1TE
+ Who pays for return shipping? Return shipping costs are the responsibility of the customer unless the item is faulty or we sent the wrong item. In those cases, we'll provide a prepaid return label.
+ When will I receive my refund? Refunds are processed within 5-7 working days of receiving your returned item. The refund will be issued to your original payment method.

 

Products & Sizing

+ How do I choose the right size for my dog? Please refer to each product page for the size guide. 
+ What if the product doesn't fit my dog? No problem! You can exchange it for a different size within 30 days, as long as the item is unused and in its original condition.
+ Are your products suitable for all dog breeds? Our products are designed to fit a wide range of breeds and sizes. Check the product description and sizing guide for specific breed recommendations and size ranges.
+ How do I care for my Titan K9 products? Care instructions are included with each product and on the product page. Most items are machine washable - we recommend washing in cold water and air drying to maintain quality and longevity.
+ Are your products durable? Yes! We use high-quality materials designed to withstand active dogs and regular use. All our products are tested for durability and safety.

 

Account & Orders

+ Do I need to create an account to place an order? No, you can check out as a guest. However, creating an account allows you to track orders, save your shipping information, and access your order history easily.
+ How can I track my order? Once your order ships, you'll receive an email with tracking information. You can also log into your account to view your order status and tracking details.
+ I haven't received my order confirmation email. What should I do? First, check your spam or junk folder. If you still can't find it, contact us with your order details and we'll resend your confirmation.

 

Contact & Support

+ How can I contact customer service? You can reach us through our contact form or email at contact@titan-k9.com. We aim to respond to all enquiries within 24 hours during business days.
+ What are your customer service hours? Our customer service team is available Monday to Friday, 9am to 5pm GMT. We're closed on bank holidays. If you can't find the answer you're looking for, please don't hesitate to contact us. We're here to help!