Help & Frequently Asked Questions

The information below relates to the operation of our e-commerce site, frogpool.com. This information is intended to be helpful and to answer your queries in the most simple way possible. The precise legal details of our e-commerce service can be found in our Terms & Conditions.

General

Does Frogpool.com have an actual store that I can visit?

Yes, Frogpool.com is the e-commerce website of Speedgate Enterprises Ltd. We have two excellent retail centres in North Kent, each boasting an enviable range of products selected to offer the best value for money to suit all budgets.

Can I order over The phone?

Yes, you can order over the phone. However, if you have access to the internet we would advise you to order through our website as you will receive an order confirmation by email. Our phone number is 0845 004 1141.

Can I add or cancel items to or from my order?

Items can be added to or removed from your order providing the order has not been dispatched. When items are added to your order, the estimated shipping date may increase by a few days if the item is not immediately available on a Next Day service. We may also need to re-key your payment details if the total value of the order has increased.

Do I accumulate any loyalty points for online orders?

Unfortunately at this current time our Loyalty Points Scheme is only available on goods purchased directly one of our stores in Fawkham or Chislehurst, Kent.

When do you take payment from my account?

Payment is taken from your account when the order is placed. If you need to cancel or return items, we will refund your credit/debit card for the appropriate amount.

Can I pay for my order with a cheque?

Payment via cheque is available on request, however if you choose to pay for an order using a cheque it will delay the dispatch of the order. We are unable to dispatch any orders paid for by cheques until we have received the cheque and we have had confirmation that it has cleared. You will need to telephone us to place an order for which you wish to pay by cheque.

I live in a country or territory where VAT is not charged - how do I get this removed from my order?

Our systems will automatically remove any VAT from the prices shown in the shopping basket once you enter a delivery address that is not subject to VAT.

Delivery

When will you dispatch my order?

Your order confirmation email will include an estimated shipping date. We aim to dispatch all orders within their estimated shipping dates. If for any reason we are unable to do this, a member of our customer services team will contact you informing you that there is a delay with your order and to discuss the options available to you.

What are your delivery charges?

Unlike many online retailers, we are proud to display our delivery charges and don't wait until you have gone to the checkout before telling you how much extra delivery is going to cost. Please click here to view full details of our charges.

Why do I incur a delivery surcharge?

Unfortunately if you live in a remote part of the UK you will incur a delivery surcharge. The postcodes that incur these surcharges can be viewed here. This is due to these areas being located outside the standard UK mainland delivery area and our courier companies having to pass on these deliveries to local agents. We do not make any extra money from deliveries to remote areas - we are simply passing on the surcharges that our couriers charge us.

Which courier company do you use?

The majority of our orders are dispatched using Parcelforce. Other couriers may be used when address or parcel details are not suited to our preferred carrier.

How long does delivery take?

All UK mainland orders are dispatched on a next working day service once all the items are available in stock. Our couriers usually deliver between 9am and 5pm Monday to Friday, but cannot guarantee a specific time.

What happens if there is no-one in to receive delivery of my order?

The delivery driver will try to leave the consignment with a neighbour or re-deliver during the following couple of days. You should receive a card through your door advising you of the attempted delivery and giving you the opportunity to make your own arrangements with the local depot. In the event delivery is still not met, a further card should be left informing you of a local Post Office from where you can collect your consignment.

Why hasn't my order arrived within the Estimated Shipping Time?

The Estimated Shipping Time is a guideline for when you should expect to receive your order. If for any reason you have not received your consignment within this time and no card identifying an attempted delivery has been left by our courier, please contact us with your order reference number. We will contact our courier to locate your consignment and find out its status. If necessary, a re-delivery can be arranged.

Can I collect my order from my local store?

You are more than welcome to collect your order from our Fawkham premises at Speedgate Farm, Fawkham, Longfield, Kent, DA3 8NJ. This option is not currently available on the website, so if you wish to collect your order please contact a member of our customer services team on 0845 004 1141. When the goods are ready we will contact you to arrange a convenient time for collection. Unfortunately the delivery charge will still be applied as we are a mail-order based company and we achieve the best prices for our customers by keeping to a simple supply chain model. Any variation in this process for individual orders causes considerable manual intervention and in turn, brings associated costs.

Can I upgrade my delivery service?

Other delivery services may be available on request however delivery surcharges may apply. Please see our delivery charges page for full details.

What do I do if an item has been damaged during transport?

If an item has been found to be damaged upon receipt of your order, please contact a member of our customer services team as soon as possible.

Returns, Exchanges and Refunds

How do I return an item?

Any item that is not required can be returned providing the item and its original packaging are in a clean and re-saleable condition. Horse rugs will also need to be hair free. For full details, please refer to our Terms & Conditions. A returns reference number will need to be obtained from a member of our customer services team. The returns reference number needs to be marked clearly on the parcel and on any relevant paperwork that may be returned with the item.

Once the item has been received back at our offices and is found to be in a re-saleable condition a refund will be issued. You will then either be contacted via e-mail or telephone informing you of this event.

What do I do if an item is faulty?

In the event of there being an alleged fault with a product that you have received, please contact our customer services team. We will then arrange to have the item collected and returned to us at our expense. The product will need to be inspected by us before a decision can be given and on the odd occasion, the faulty product may need to be returned to our supplier for further testing. After inspection a full refund or replacement item will be given if we agree that there is a fault.

Can I Exchange An Item?

Unfortunately due to the way our system is set up we are unable to offer an exchange on any unwanted products. If an alternative product is required a new order will need to be created. This can either be done via the website or you can contact us on 0845 004 1141. We will be happy to refund you for the unwanted product once we have received it back at our offices.

Privacy & Data Protection

Do you have a privacy policy?

Yes, you can download it here.