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Account Status PLATINUM
eBid Buddy Points 0.021
eBid Member Since 18 Jun 2004
eBid Stores Run by iceburn
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Some Information About iceburn
About us
Our business mission.
We believe that diet and nutrition are essential factors in maintaining a balanced and healthy life for your pet. We provide a range of natural pet foods, treats, herbal supplements and other products that have been developed to provide optimum nutrition for your pet using 100% natural ingredients. We also supply high quality toys, leads, harness, etc. to name just a few.
Our team
Owner : Olga Kelly, is a qualified vet who is passionate about animals. She have three dogs, a cat and two guinea pigs of her own. Most of the line we stock she use for our pets who are our offical testers :-D.
Informations
We are stockist of the following natural pet animal brands that believe in the same ideal as ourselves to name just a few :
Arden Grange, Applaws, Healthy Paws, James Wellbeloved, Denes Natural Pet Care, Nature Diet, Almo Nature, Bozita, Verm - X, Feelwells, Phytopet & Burns.
If there is an item we dont stock which you want, get in touch with us and we will try and source the item for you.
All major bank cards are accepted, and we can delievered world wide, please contact for details.
Shipments and returns
Your pack shipment
Domestic
For our free postage option, packages are generally dispatched within 2 days after receipt of payment. If the order is over £65 and / or heavy we normally will use a courier service, and if locally will deliver ourselves. For heavy items using the free postage option that is not within our local delivery run, we will pay for the first 30KG of the order, any order that is over 30KG will be charged the difference between actual rate and the 30KG courier rate. We will call you with the price to see if you still want to proceed.
Orders that are light and under £65 will normally be sent by Royal Mail 2nd class delivery. If you prefer delivery by a known delivery method / faster delivery time, then during check out, choose the delivery method you would like to use.
For order under 2 kg, we will send by Royal Mail unless at time of dispatch a courier is at a similar price to Royal Mail. In that case we will upgrade the service at no extra charge to yourselves and send it by Courier. If you do not want this free upgrade to occur, if possible, please put a note in the comment informing us that you would like the order to be sent only by Royal Mail. We will not be held responsible for any delay / confiscation, or extra duty / tax that the local authorities at your destination will take on the parcel. If we know of any problem we will inform you before dispatch to see if you still want to go ahead with the order.
For orders over 2 kg, we will call you with the price to send it by courier, and once the necessary postage charge has been paid, the item will be dispatch ASAP. We will not be held responsible for any delay / confiscation, or extra duty / tax that the local authorities at your destination will take on the parcel. If we know of any problem we will inform you before dispatch to see if you still want to go ahead with the order.
Damage, loss and cancellation of a order.
Damage
For orders that arrive damaged and sent by courier please sign on the slip "damage on receipt". If you cannot inspect the order when it arrived, please sign on the courier slip "item received un-inspected." For damaged items please inform us within 3 working days of receipt of the parcel. Also keep all parcel packing, which is required by the carriers to process a compensation claim. Any claim that is made after this time frame, might result in delays, or refusal of the claim concerned.
Lost
For orders that are sent with " no guaranteed delivery day service", most carriers will not accept a claim for a lost item until 14 working days have passed. If the item is sent by a courier and has not arrived by the "expected delivery date", we will contact them to chase the location of the parcel on your behalf. Whilst with the "guaranteed delivery service", a credit for the postage charge can be arranged or once we receive the order back, a refund for the order concerned. If item does not arrive in time and this was the carrier's / our fault. ie if delivery was attempted, but no one was in at the time this would not count as a failed delivery for the "guaranteed delivery service." Once the item is declared lost we can either arrange for a refund of the order or re-post the order to you again.
Cancellation
If within 7 working days of receiving the order you want to cancel, as long as the order is not food or a special order related, in a resaleable condition, and within EU terrority, please get in touch with us and we will arrange for collection of the order concern. Once we have received the order to ourselves, we will start to process to refund the order. This refund will be a full refund but will have the cost of returning the item to us taken out from the total.
For orders that are food-related, special orders, or if the destination is outside of the EU, We will at our discretion process a cancellation. If we do process a cancellation, we might not be able to a full amount paid or might only be able to offer a credit note, since many factors such as what the order consists of, the stage of the order being processed at during when the cancellation notice was made, etc.. can affect our decision of what we can offer. If before ordering there is a chance you might need to return the item please contact us before ordering, since we might be able to arrange if known beforehand, the possibility to offer a full refund if item is not needed / suitable.
