Frequently Asked Questions

We realise shopping online can be frustrating at times so we’ve tried to think of all the possible issues you might face and provide you with the answers below.
After you have placed your order online, we will send you an order confirmation email with the subject line ‘HawHaw order confirmation’. In the body of this email you will find information about when your products will be delivered. Please check the delivery date within your email before contacting our customer services.
If you haven’t received this email within 24 hours of placing your order or your products have not been delivered within the timescale stated in the email, then please email us on info@hawhaw.co.uk.
After you have placed your order online, we will send you an order confirmation email with the subject line ‘HawHaw order confirmation’. In the body of this email you will find information about when your products will be delivered. Please check the delivery date first as some orders may be shipped up to 1 full working day before this date.
First and foremost, please double check that this email has not arrived in your spam folder. To avoid this happening, we recommend you add sales@HawHaw.co.uk to your contacts. We dispatch our orders from Monday to Friday so if your order was placed between Friday evening and Sunday, it will be processed the following working day.
Using your account you can see the current status of your order. If your order has been dispatched you will shortly receive your confirmation email which are sent at 11pm each day.
If your order is showing as processing this means it is still awaiting shipment. This could be because the products are not in stock and therefore we cannot dispatch your order. You will get an email from us informing you so please check your emails for an email of this type.
If none of the above apply to your order and you have no contact from us whatsoever, then please email us info@hawhaw.co.uk
You can either use our search box situated at the top of the page if you know what you are looking for or you can select your pet from the top menu and then navigate to your section using the menu on the left hand side of each page. Here you can refine your search further using the filters on the left, each time you use one of the filters you should find there are less search results. After a few clicks you should find the product you require. Top tip – to get started why not use the drop down links in the menu bar at the top of the page. Alternatively you can browse our site by clicking on any of the links situated around our website – this will allow you to shop by brand or to take advantage of any special offers. More…
Learning More about Products
If you would like more information about a product you see on www.HawHaw.co.uk, simply click on the product image or the more info button. This will take you to a Product Detail page that provides a complete product description.
VMD Product Information Database: The Veterinary Medicines Directorate (VMD) provides a product information database which details all veterinary medicinal products currently authorised in the UK together with a list of suspended and recently expired products. Homeopathic products and Specified Feed Additives are also listed. Click to view the VMD’s latest “Summary of Product Characteristics” for all licensed veterinary medicines.
In the event of an adverse reaction to an animal medicine, click to submit a report directly to the VMD.
If the particular information you require is not present here please email us on info@hawhaw.co.uk and we will endeavour to get you the required information as quickly as possible.
To leave a product review please use the following steps, you do not need to log in or be a member of the HawHaw® website to leave product reviews.
Locate the product you would like to review. You can do this by either using our search bar (located at the top of the page) or browse our website.
Select the review tab, located next to the product information.
If the product has previously been reviewed you should now see other user’s thoughts. Click ‘write a review’; the form will now appear for you to fill in. Enter your product rating, nickname for yourself, email address, the title of your review, and the review itself to let us know what you think (good or not so good!). If you’re sure there aren’t any mistakes, submit the review
If you have successfully entered your review you should see a confirmation message
Your review will be posted on the HawHaw® site, typically within 48 hours. You’ll be able to see the review on the product page at HawHaw® once approved by our moderator.
The availability of a product is clearly noted on the Product Detail page as In Stock in which case you can add to your basket, Due in 3-6 days in which case you can click on the button and request an email when it is back in stock, or, No Longer Available which are discontinued products.
We receive deliveries into our warehouse 5 days a week. Unless there is a supply problem with the product you require it should not remain out of stock for more than a few days. If an item is showing as due in 3-6 days you can click on the button and request to be sent an email once this is booked back in to stock.
No although we do recommend feeding these products only upon the advice provided by a vet.
Try using our search box at the top of the page;
Check the spelling of your search term
Try broadening your search terms. For example, try bone instead of Toy bone.
Do not use quotation marks or the words AND, OR, &, NOT.
Try different keywords
If you are unable to find exactly what you require please email us on info@hawhaw.co.uk and we will be happy to help
I have a question about placing an order?
None of our customers has reported fraudulent use of a credit or debit card as a result of purchases made with us. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. Our website is scanned daily for any vulnerability’s and the latest scan is shown in the bottom left hand corner, please click on this logo for confirmation of the test. Our website is also secured by Verisign to ensure that all personal information is protected whenever you enter any personal information. Should you not wish to place your order online you may email us on info@hawhaw.co.uk More…
By Stripe
By PayPal
Please be assured that no credit card details are kept in your “My Account” area and this facility is purely to enhance your experience on the HawHaw® website. More…
Firstly, please ensure that all the information you are entering is correct. Please ensure you follow this step for your payment and order to be accepted.
Returns should be in original, undamaged packaging. If any non defective product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
We are unable to accept part used returns of food, engraved ID tags, and damaged products (unless delivered damaged). We regret that we also cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us all we can do is dispose of it for you as it cannot be resold.
Please check our returns policy in full.
For your protection we recommend that you use a recorded delivery service when returning your item back to us as we are not liable for any loss or damage whilst in transit.
HawHaw Pet Products
Marine Parade Trade 3 Marine Parade Eastbourne Eastsussex BN21 3DX
Before we can replace or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge. Please contact us to arrange collection.
If you have accepted the parcel before realising it was damaged, or the parcel has been left in a safe place when you were not around to inspect it, then we ask you take a picture of the damaged items and contact us as soon as possible so we can take the necessary action and resend an item or refund you accordingly.
You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not damaged or incorrect within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions below.
Before we can replace, repair or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.
You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not faulty within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions above.
We cannot provide redress where the goods have been accidentally damaged, misused or where you have tried your own repair. For details of any guarantee that may be provided by the manufacturer in addition to your statutory legal rights please contact our customer service team. Please use our online form to contact us.
Some products come with a one or two year guarantee whilst others have no free guarantee other than those which you are legally entitled to under the sale of goods act. Goods cannot always be expected to work fault free. They can break down through normal use. Consumers cannot, therefore, expect to hold us responsible for fair wear and tear. There needs to be a fault that was present on the day of sale even though it only became apparent later on.
You will be responsible for the cost of returning the item however we will send the replacement or repaired or replacement item back to you free of charge
On rare occasions where a replacement or repair may not be in your best interests we may agree to offering you an alternative product of equal value or a credit voucher for the value of the goods, at the discretion of the management.
Calculating Delivery Time
During checkout, you will get to select a shipping method and see the total time it takes for the item to be delivered.
Guernsey GY1 – GY9;
Jersey JE1 – JE4;
Isles of Scilly TR21 – TR25
Please visit our delivery page for more info on our delivery options.
If the item is small enough and does not require a signature, it will be simply posted through your letterbox.
You can of course email us on info@hawhaw.co.uk over any delivery issues and we will endeavour to get them resolved.
Please wait the full delivery period and then, if the remainder of your order has still not arrived, please email us on info@hawhaw.co.uk
Orders weighing less than 1kg will be delivered via Royal Mail post. Orders weighing over 1kg will be delivered via DPD. Items requiring special handling such as fish tanks etc. will be sent to you by a pallet courier service.
If the item is small enough and does not require a signature, it will be simply posted through your letterbox.
You can of course email us on info@hawhaw.co.uk over any delivery issues and we will endeavour to get them resolved.
Our aim
-To make dogs more happy end enjoyable life,
-So our little friends can taste natural organic products,
-Best products and natural products,
-Clean and hygienic pleasont smell products,
and of course so they can be happy and playful.
We know that if they are happy you are happy..!!!
Our mission
For all the pets around the globe to taste natural and healthy eating products
At HawHaw® you also have the option of free delivery with our super saver service (when you spend over £24,99). We guarantee that any product bought from HawHaw® comes with our free 14 day no quibble returns, so you can shop in complete confidence at HawHaw® More…
HawHaw customers receive…
Free Super Saver delivery (when you spend over £24,99)
Thousands of top brands at guaranteed everyday low prices
Professionally trained staff who can provide you with expert advice