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FAQS
IMPORTANT CUSTOMER NOTICE FOR ALL EU CUSTOMERS
Due to changing EU rules following Brexit, it is with regret that we are temporarily having to suspend the sale of pet chews and edibles to any customer within the European Union. We are working hard to supply you again with these products. If you are an EU customer please refrain from ordering this product type until further notice. We thank you for your patience and understanding in this matter.
Q. Do you supply to the public?
A. No, we are a trade only volume supplier.
Q. What is your minimum carriage paid order value?
A. Our minimum carriage paid order is £600 ex VAT for UK mainland deliveries and £800 ex VAT for Northern Ireland, Republic of Ireland and the Scottish Highlands. All orders below this value are subject to a carriage charge which will be quoted at checkout.
Q. What are your current carriage charges?
A. For orders to UK mainland addresses, orders under £600 ex VAT are subject to a £50 carriage charge. Orders under £800 ex VAT to be sent to Northern Ireland, the Republic of Ireland and the Scottish Highlands will be charged £95 for carriage.
Q. What are the new post Brexit rules for movements to Ireland?
A.
Trade will be conducted on a DAP (Delivered at Place) basis. Consignments will require an Import Entry completing. RSW will make these arrangements and cover any documentation costs that are incurred.
- Northern Ireland:
- RSW will need the XI EORI of any Northern Irish Customers and Customers will also need to have registered for the UK Trader Scheme to ensure that goods are not "at risk" to ensure that duties are not payable.
- Republic of Ireland:
- From January 1st 2021 goods being exported from GB to the Republic of Ireland require a Customs Export Entry to leave Britain and Customs Import Entry in Ireland before onward delivery. Any goods originating outside of the UK or EU are not covered by the Trade Deal and will be liable to Duty and VAT at the point of entry into the ROI.
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All prices listed on our website are based on Delivery at Place (DAP) basis, which means that the buyer is responsible for all customs clearance, duties, and taxes upon importation. If you would like to receive a quote on a Delivered Duty Paid (DDP) basis, please contact your local sales representative. Please note that any additional charges associated with the DDP basis will be reflected in the final price quoted. The price quoted will be valid for a limited period of time and subject to change without notice.
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For the full list of post Brexit terms and conditions with regard to NI and ROI please use the Contact Form to get in touch and request the full information.
Q. What is your returns policy?
A. Under no circumstances shall the buyer be entitled to return goods previously ordered by it except with the prior written consent of RSW. In applying for such consent the buyer shall state the reason for the return and the date and number of RSW's invoice thereof. All goods returned must be securely packaged and unless otherwise agreed by the RSW, consigned carriage paid. Acceptance of returned goods shall not in any manner whatsoever bind RSW to reimburse to the buyer the costs of such goods or otherwise in making any reimbursement, RSW shall be entitled to deduct there from any expenses incurred by handling such goods.
Q. What is the minimum quantity of an item that I can purchase.
A. We only sell in full case quantities so the minimum quantity is 1 case.
Q. Are you able to supply CSV or XLSX files of your full product range or do you have a catalogue or price list.
A. No sorry, due to our vast range of products and constantly changing product listings we do not provide CSV or XLSX files of our range, printed catalogues or price lists. We do have brochures available for you to browse online. Full product details are available on the RSW website but should you require further details about our products please use the Contact Form.
Q. I do not currently have an account, how can I view the prices of your products?
A. Firstly fill out the online account application form and a member of our sales team will contact you to discuss the process further.
Q. How do I become a customer?
A. Fill out the online account application form and a member of our sales team will contact you to discuss the process further.
Q. Do you accept Online Traders?
A. We are currently not accepting applications from Online Traders who are solely Amazon & eBay sellers due to some sellers devaluing our products. If you are solely an Amazon or eBay trader and apply for an account, you may be notified by email that your application has been unsuccessful.
Q. I'm outside of the UK - can I still order?
A. Absolutely. For any paid carriage order, we can send your order to any freight forwarder in the UK of your choice for you to then arrange the delivery of your goods from them.
Q. Do you offer price reductions on volume or multi-carton orders?
A. We do sometimes offer further exclusive price reductions from those seen on our website, however these reductions are and will be based on volumes being ordered per line and at the companies or local sales representative's discretion.
Q. I have an account and I am trying to place an order online. Why can I not checkout my order?
A. We have probably sold out of a stock line since you added it to your basket and there is now not enough stock in our warehouse to cover the amount of stock requested in your basket. The line(s) in question will have red text underneath stating that 'the requested quantity is not available'. If you remove or reduce the requested amounts of these lines and update your basket you should be able to checkout successfully. If you have any further problems or wish to check our current available stock levels of any lines please contact us on 0161 764 460 or via our Web Chat online.
