CUSTOMER SERVICE INDEX

• Contact Us
• Shipping & Handling
• Delivery Schedule
• Ordering & Payment
• Privacy & Security
• Guarantee Information
• Returns & Exchanges
• Product Care Instructions
• FAQs

CONTACT US

Scruff MacDuff is a trading subsidiary of Naysmith Ltd
If you want to contact us then please send us an e-mail, fill in the form below, telephone, fax or write:

e-mail: mail@scruffmacduff.co.uk

Tel: +44 (0) 1506 870220 or 0845 602 3712
Orderline open 09:00 to 16:00 - Monday to Friday.

Write to:
Scruff MacDuff,
Naysmith Ltd,
Unit 5/6 Polbeth Indusrtial Estate,
West Calder,
West Lothian,
EH55 8TJ
UK

SHIPPING CHARGES AND DELIVERY TIMES

We are currently despatching orders received before 11:00 on the same day, otherwise they are despatched the following day of receipt of payment (ex. Sat, Sun and Bank Holidays).

Standard Shipping cost to the UK Mainland start at £3.75 for average weight items.
Courier shipping cost is £5.50 per consignment.
Heavier or items too large or expensive to be sent by Standard Shipping will be sent by Courier.
International services costs vary by country and the service options and charges will be shown at checkout. Items too long or too heavy to be sent by small packet airmail will be sent by Fedex services.

Standard Service generally takes 2 - 10 working days.
Special Delivery will take 1 - 2 working days.
Courier Service will take 1 - 2 working days (Mon to Friday) for UK Mainland and 2 - 3 working days for the Scottish Highlands and Islands and UK Islands. Nomal Courier Service does not deliver on Saturdays.
If Courier service SAT AM DELIVERY selected then your order will be despatched on Fridays.
Fedex International takes 2 - 7 days depending on location and distance from main cities.
Airmail will take 5 to 7 working days.
Please note that for International Deliveries we are not responsible for any further Duties or charges that may be levied by the receiving counties Custom Officials. These have to be paid for by the customer.

An order can be left in a secure location (e.g. shed, outhouse or garage) on the instructions of the customer but this is done at the customers own risk. We cannot advise the delivery companies to leave an item on the doorstep or in the back garden etc.

The times stated are those promised by the delivery companies involved, but sometimes delays occur outwith our control. We cannot be held responsible for for delivery delays occuring once goods leave our warehouse. Standard Delivery cannot be tracked. Special Delivery and Airmail have limited tracking. Courier and Fedex services have full tracking.If you wish to track an item please call 01506 870220 between 09.00 and 16.00 or email mail@naysmith.ltd.uk for your tracking number.

Non-deliverable, Refused amd Unclaimed Orders
If an order is returned, refused or unclaimed by the customer due to customer refusal, customer negligence/absence, or customer providing incorrect shipping information, we will attempt to contact via phone or email. In order for us to resend the item we will have to recharge the postage costs for your parcel.


Please click here to view our full terms and conditions.

ORDERING & PAYMENT

From the home page of the store, there are three ways to find what you want:

• The home page has a link to the product pages, which will then lead you to all the store categories.
• Click on the PRODUCT button on the top right corner
• The store is searchable. Look for the search box in the top righthand corner of the site. Type in the name, colour or price and press GO

Buying from our site is easy and secure. When you place an order, you can feel confident that your credit card information is protected by Worldpay's secure server.

• For every orderable item, there will be an ADD TO CART button.
• Put the quantity you wish to order in the box and then press the ADD TO CART button. This button adds the item to your shopping basket.
• The quantity of items and the total prices are then displayed in the counter in the left column.
• Putting something in your shopping basket does not commit you to buying it.
• After you put something in your basket, the browser will show you the contents of your CART and then return you to your last shopping page to continue shopping. You can put as many items as you want in your shopping basket.
• At any time you can view the contents of your shopping cart by pressing the VIEW CART button on the top right. Here you can adjust the quantities or remove them from the cart by checking the box . Press the UPDATE CART button to confirm your changes.
• The CONTINUE SHOPPING button takes you back to the store. CHECKOUT NOW takes you onto the the checkout pages to complete your order.
• When you have finished shopping press the CHECKOUT button on the top right of the browser. This will take you first to view your shopping cart and then to the checkout pages where you will be asked for a few details to complete your order.
• Please give a valid email address as we will email your invoice to you, a packing list will accompany the order. If you require a paper invoice please contact us and we will post one out to you.

If you choose to pay by Worldpay you will be transferred to Worldpays secure server where your card details will be taken. All transactions are then dealt with by Worldpay.

If you choose to pay by cheque or postal order then you will be given the option to print out an order confirmation. Please then make your cheque or postal order out to Naysmith Ltd for the total amount and cross A/C Payee. Then post to:

Scruff MacDuff,
Naysmith Ltd,
Unit 5/6 Polbeth Industrial Estate,
West Calder,
West Lothian,
EH55 8TJ.

PRIVACY & SECURITY

Naysmith Ltd is committed to protecting your privacy. We will not disclose information about you to third parties. We will only use the information we collect about you to third parties. We will only use the information we collect about you lawfully and in accordance with the Data Protection Act 1998. Information collected by our site is only used to take and fulfill your order, and we will only dislose information to third parties for the purpose of delivering your goods. The type of information we collect about you includes; your name, address, telephone number and email address. The information we hold will be accurate and as up to date as your last contact with us. You can check the information we hold about you on request by email. If you find any inaccuracies we will delete or correct it promptly.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

GUARANTEE INFORMATION

Naysmith Ltd fully honours our manufacturers warranties with all goods guaranteed against defects in material or craftmanship. This does not cover general wear and tear, accidents, improper care or misuse, or damages caused by your four-legged friends chewing habit. Consequential and incidental damages are not recoverable under this guarantee.
Please contact us for prompt repair or replacement at our discretion prior to returning the products. Warranty products will need to be returned clean.
For products damaged due to reasons outside the scope of our guarantee, please contact us direct for further instructions and authorisation before returning the product.

RETURNS & EXCHANGES

We hope that you are completely satisfied with your purchase. However if you are unhappy for any reason, you can return it to us within 7 days including your order number and a copy of the original receipt/invoice. As long as the good are clean, free from animal hair, unused, undamaged and still sealed (where applicable), complete with the original packaging and are received in a re-saleable condition, we will either exchange the item as per your request or refund the cost of the goods. For items returned after 7 days, credit may be issued for the purchase price at our discretion. If you are exchanging the item and it is of differing cost, we will either refund back to your card or contact you for the extra payment. For exchanges within the UK, there is no additional postage required. For exchanges from outside the UK there is a return postage charge.

Refunds will be processed within 3 working days of receiving them back - please also allow time for the bank to process the transaction. With the exception of faulty goods, we cannot refund delivery or return postage costs, insurance and direct costs (this does not affect your statutory rights). We cannot exchange or refund goods that have been used, washed or damaged. All returned or exchanged items must be in new, resaleable condition with all original packaging intact to receive full credit.

We recommend you obtain proof of posting to enable tracking should your parcel not reach us, we cannot accept responsibility for products lost or damaged during their return to us. Any items personalised in any way cannot be exchanged, returned or refunded.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

PRODUCT CARE INSTRUCTIONS

Product Care
Regular care will ensure that your canine equipment serves them well. If gear is not looked after it can become soiled or damaged and its performance can be significantly affected.
All care labels must be followed and Naysmith Ltd accept no responsibility if the products run, shrink or fade on washing. It is recommended that if the products are washed they should be washed alone on a low temperature.

Ruffwear Product Car Information

FAQs - Coming Soon...

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