Frequently Asked Questions

Service and Delivery Query Questions

Product Query Questions

Service and Delivery queries

How long will it take for my order to reach me?

Any orders placed before 3:00pm are usually despatched the same day. Orders placed after 3:00pm will leave the next working day. Depending on the size of your order, it will either be despatched by Royal Mail First Class post which takes on average 2-3 working days to deliver or, for heavier deliveries, by 24hr courier service through Interlink.

 

Is the postage and packing charge always the same amount whatever the size of my order?

For orders being sent to mainland UK address, carriage is FREE on any orders over £50.00, after any discounts have been deducted. For any orders under £50.00 a standard £3.00 carriage charge is applied. For all non Mainland UK addresses a £3.00 carriage charge will be applied regardless of the size or value of order. For orders being sent overseas the carriage price depends on the size and weight of the order and the destination country, but this is automatically calculated during the on-line ordering process. However if the parcel weighs over 2kg’s, we will contact via e-mail with the carriage cost. View our overseas delivery information here

 

If I need to return an item I’ve ordered what do I have to do?

Simply contact the office to explain the reasons for return, to enable us to issue you with a Return Merchandise Authorisation (RMA) number. Please note all returns must be in a re-sellable condition with the tamper seal intact and returned within 28 days of the order being placed. Please see our Terms & Conditions of supply for further information.

 

What happens if my order gets lost in the post?

Occasionally goods may be lost in the post and we will send a replacement order when this occurs. However Royal Mail do not accept that a delivery is lost until 7 working days following dispatch. We therefore only send replacements after this period has elapsed. In all cases we must be informed of non-arrival, damage or shortages within 14 days of the order being placed otherwise no claim can be made or replacement goods sent.

 

How are deliveries sent?

All order being sent to Mainland UK addresses will either be sent by Royal Mail First Class Post or Interlink (24hr Courier). Orders being sent overseas will either be sent by Royal Mail using their Small Packet Post, or if the parcel is over 2kg’s in weight by Parcel Force. View our UK Delivery Charges here and our Overseas Delivery here

 

Do all your prices include VAT?

All the prices shown include VAT and the invoice you receive will show this separately.

 

Do you have a vet who can give me advice?

We do not have a vet able to offer advice, however we do have advisors who would be happy to help you. All our advisors have an in-depth knowledge and experience of both dogs and cats and the range of products that we supply.

 

How can I find out where my nearest stockist is?

For full details of local veterinary practices and pet shops that stock the Dorwest Herbs range e-mail stockist@dorwest.com or call the office on 01308-897272

 

How can I find out which dog shows you will be at?

Details of the dogs shows that we, or one of our representatives, are attending each month are available on the “Latest News” section of our website. Alternatively phone us for details of future shows.

 

How can I find a homoeopathic vet near me?

You can contact the British Association of Homeopathic Veterinary Surgeons on 01367-718-115 or by emailing sec@bahvs.com for details of homoeopathic vets in or around your area.

 

How do I find a vet who prescribes your products?

We can give you details of veterinary practices who either prescribe our products or supply them through their retail areas. Call our Mail Order line on 01308-897272 or e-mail info@dorwest.com for details.

 

Who should I speak to if I want to stock your range of products in my pet shop?

Our trade accounts manager is Fran Marks who would be happy to help in setting up your trade account or with any questions you may have about stocking our range. For any enquiries e-mail trade@dorwest.com or call on 01308-897-272

 

I’m moving abroad and want to know if you have a stockist where I’m going?

On our website under the Overseas Distributors section you will see a list of all of our overseas distributors and their contact details. For countries where we don’t have a distributor you can order on our website and your goods will be sent directly from the UK. Please be aware that there are import restrictions on our goods entering some countries and they may be refused entry by the local customs authorities, for which we can accept no responsibility.

 

Do you have anyone who can come and talk to my pet shop, dog club or other group about your products?

We love to talk about our products and Fran White, our Trade Accounts Manager, visits pet shops and other stockists located in the South of England whenever time allows. Either call her on 01308-897272 or email fran@dorwest.com and she will do her best to meet your requirements. We are happy to come and talk to groups such as dog clubs, students etc about our products and their manufacture and do so whenever this is possible. Contact info@dorwest.com and we will try our best to fit you in. If we are unable to do so, we are happy to send any information that may be of interest to you. Mary Boughton, our Quality Director is available to talk to veterinary practices or groups. Please contact trade@dorwest.com and we will arrange a suitable date. We can also send our Veterinary Data including our range of Veterinary Technical Sheets to practices on request.

 

Product queries

Is the gelatin used in the shell of your capsules derived from BSE free animals?

The Gelatin used in our capsules is from sources that do not process any specified risk materials as defined in the Commission Decision 97/534/EC since 7th September 1997. Also, when bovine bone for gelatin is sourced in EC, where some cases of BSE have been declared, the current measures and practices from the authorities as well as from the Gelatin Industry make sure that these bones originate only from BSE free herds and that specific bone treatment, prior to gelatin extraction, remove proteins from the Central Nervous System.

 

Why can’t you use vegetarian gelatin for your capsules?

We are unable to use vegetarian gelatin in our capsules as the capsules have to be heated to a much higher temperature (60 degrees) than normal gelatin in order to insert the product and this destroys many of the beneficial elements of the product and of course also uses more energy and is less environmentally friendly.

 

Are any of your products organically produced?

Not all of the Dorwest Herbs range is organic, but the Comfrey & Calendula Skin Balm and Organic Valerian Compound are registered with the Soil Association as certificated organically produced products. We aim to add more organic products to our range over the coming months.

 

Are the herbs used in your products grown in the UK?

We try our very best to source as many of our ingredients as possible from the UK, but some do not grow in this country and sometimes we have to source from other countries. Wherever they are grown, we make sure that all the ingredients we use are of the highest quality and undergo stringent quality checks to ensure purity and conformity.

 

Why do you use plastic pots instead of more environmentally friendly materials?

We have to ensure that the containers we use for our products are compatible with the contents and do not affect the quality of the product and that they are capable of keeping the contents in good condition and free from contamination. The containers we use are the ones approved by the medicines authority as being the most effective for this purpose. Our tablets and capsules are packed into containers made of HDPE (high density polyethylene) which has strength, toughness, resistance to chemicals or moisture and better stress crack resistance so that you can be sure that the products are in the best condition throughout its shelf life. HDPE can be recycled and is then used for a variety of other containers and plastic sheeting.

 

Why can’t you re-use the empty tablet pots if I return them to you?

We would love to be able to do this but we are not allowed to do so because of the possibility of contamination. The environmental cost of sterilising used containers would be counter-productive as it would use valuable energy and increase our carbon footprint.

 

Why shouldn’t I touch homoeopathic remedies or administer them within 15 minutes of food? Is this because there is some danger to me?

Homoeopathic remedies are not dangerous to you if they are handled. The reason that we recommend that they are administered directly into the mouth and not given within 15 minutes of food is because the sucrose balls are very absorbent and will soak up any moisture from the hand or food and this may affect the effectiveness of the remedy.

 

I’ve heard that you shouldn’t give strong smelling foods such as garlic to animals that are being treated with homoeopathic remedies, is this right?

Although there is no problem in giving homoeopathic remedies with strong smelling foods they are very sensitive to outside influences, To ensure that they are as effective as possible we recommend following the basic rule and whenever possible to wait 15 minutes after giving any food before administering them. However if this is not possible you can still give the remedy as it will not cause any harm but its effects may be weakened.

 

I’ve heard that it is dangerous to give garlic to dogs, is this right?

It is definitely not dangerous to give garlic to dogs, quite the opposite as this amazing herbs has many beneficial and therapeutic properties. We record any suspected adverse reactions or side effects from the use of our products and report them to the medicines authorities. We have been manufacturing and supplying two medicines containing garlic for over 60 years and during that time there have been virtually no adverse reactions to them. However, there is evidence that giving onions to dogs can affect their haemoglobin blood count and so should not be given to dogs. As garlic is from a similar botanical family some people have made the assumption that this also applies to garlic but this is not the case.

 

Why don’t you recommend vegetarian diets for dogs?

We do not recommend a vegetarian diet as dogs evolved from being carnivorous meat eaters and despite now moving more towards omnivores, capable of digesting both animal and plant nutrients they do best when given meat as part of a balanced diet. Meat provides an excellent source of protein, as well as vitamins, minerals and energy.

Are your products, or the herbs you use in them, tested on animals?

Our range of veterinary products has been proven through their traditional use on companion animals for 60 years. We are pleased to be able to reassure you that it is therefore not necessary for the products themselves or any of the traditional ingredients to be subject to any form of unethical animal testing procedures.

You have two products for travel sickness, how do I know which one to use?

It depends on which type of travel sickness your pet suffers from. There are two main causes and the most common is due to anxiety or excitement and for this we recommend giving Scullcap & Valerian tablets to calm and relax them during the journey. Some animals do suffer from true motion sickness and for these animals it is best to give Digestive Supplement tablets to settle the stomach and the reduce nausea. See the section on Travel  in our A-Z of Common Problems. You can also download our Travel sickness leaflet here.

 

Why is your toothpaste called “Roast Dinner”?

Our toothpaste is named “Roast Dinner” because it has a meaty taste from the liver flavouring we use to make it palatable. It also contains Sage herb which of course is an ingredient of many stuffing’s that go with meat ! It is in our toothpaste because it is antiseptic and also helps keep the teeth nice and white.

 

Where can I find out more about herbal medicines for animals?

There is still very little good information on the use of herbs for animals. Although there are many books on herbal medicines for people there are very few on herbs for animals. The majority come from USA and this can be confusing as the herbs they use have different names in many cases can be entirely different species. The first authoritative book on herbal medicines for dogs was written by Juliette de Bairacli Levy in the 1950’s and we believe that a version is still available. However one of our directors, Mary Boughton MBE, has written a very useful small book “Herbal Medicine for Dogs” which is available from bookshops and also through our mail order service.

 

Are there any courses I can go on teach me more about herbal medicines for animals?

There are not any specific courses that we are aware of. We do have our own “Get Trained” training scheme for staff in veterinary practices and pet shops which gives basic product knowledge on our range and we have plans to follow this up with a more general training scheme in the future.

 

Why do you recommend fasting my pet for 24 hours before starting some treatments, is this necessary?

We recommend a 24hr fast before starting some treatments as this will help to cleanse the digestive system and increase the response rate to the treatment. This procedure is purely a recommendation and is not essential but if you can do it then you should see the results of the herbal treatment more quickly.

 

What do you recommend as far as vaccinating dogs and cats regularly?

We would recommend that you consult your vet about vaccination for your pet as he will be able to offer you professional advice. There are no herbal products that can be used as substitutes for vaccination, although our Garlic & Fenugreek tablets do help to strengthen the immune system when given regularly and so assist in increasing resistance to disease, but they are not a substitute for vaccination.

 

Why do you have some products as tablets and others as liquids or powders?

Tablets are most commonly given straight into the mouth and provide a standard dose of an ingredient that you can be sure your pet has taken. They are the most suitable medium to use when giving a medicine as the ingredients are released into the system slowly over a period of time. Powders or liquids are a better way to give food supplements because they can more easily be added into the feed and they are absorbed into the system more quickly. Sometimes ingredients have to be made into tablets because of the strong smell or taste of the herbs in them.

 

Are you planning to introduce any new products soon?

We are continually researching into new products to add to our range but this can take some time as we have to be certain that any new ingredients are safe to give to pets and that the amount we recommend you give is appropriate. If you have ideas of new products that you would like us to add to our range, please let us know – we always like to receive feedback and new ideas. When we do have changes or additions to our product range, we notify customers either by e-mail, traditional mailing or through our newsletters.

 

Why don’t you supply samples of your products for me to try?

Nearly all of our medicines and supplements need to be given over a period of time for the beneficial effects to be seen, so a sample would not be sufficient to have any effects in most cases. Samples can be a useful way to see if your animal will like the taste of a product but as they are usually very palatable we do not feel that this is necessary. However Keeper’s Mix does have a strong aroma and so we are willing occasionally to supply a small sample of this for you to test for palatability. Please contact us if you would like a sample. We are not legally allowed to supply samples of medicines to the public.

 

I’m running a dog show in my area; can you send me some samples for prizes or raffle prizes?

We try our very best to sponsor as many events as possible. We are usually able to offer sponsorship in the form of £5 vouchers for you to give as prizes at the show. For all sponsorship enquiries please send in full details about the event to our Sponsorship Team using the email address: sponsorship@dorwest.com

 

Can you give your products with any medication my pet may need from my Vet?

Our products can be given in conjunction with any other orthodox medicines or herbal products without fear of interactions or adverse reactions.

 

My dog/cat is taking anti-biotics and steroids prescribed from the vet, should I wait for the course to finish before using your products?

It is not necessary to wait until you have finished the medication from your vet as our products do not inter-react with other forms of medication.

 

Do I need to feed Kelp Seaweed Powder if I am already feeding Keepers Mix?

Keepers Mix contains 20% Kelp Seaweed but it is designed as a general supplement. If you want to make sure that your pet is having sufficient Kelp Seaweed to help with a specific condition then it is preferable to give either the Kelp Seaweed Powder or tablets to ensure this.

 

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