Frequently Asked Questions
I have forgotten my website login details. How can I reset my password?
To reset your password, click the "Forgotten password?
Reset now" link next to the login button on the homepage. This will
take you to the Reset Password page, where you will be instructed to
enter the email address registered to your account. You will
then be emailed instructions to reset your password.
If you have forgotten the email address registered to your
account, then please contact your Account Manager for assistance.
I am looking to open a Trade Account. How can I register with AR Wholesale?
We're excited to trade with you! To register for a Trade
Account, click the Trade Account logo at the top right of the page then click
the "Register Here" link. Please then complete the Trade Account
Application Form and our New Business Department will contact you as soon as
possible.
Please note, to qualify for an account you must be a
registered business specialising in pet/equine retail or animal care. If you
are unsure of your eligibility, please contact us on 01642 714389.
Is there a minimum order requirement?
Generally, the minimum total order requirement to qualify
for delivery is £500. However, this varies depending on
your location, price band, and the type of service you require. To find out
about your specific order prerequisites, please contact your Account Manager.
How can I place an order online?
There are several ways you can place an order with us, so let's find one that suits you best!
- Organic search: Browse our wide range of products and add them to your cart one by one.
- Quick Order: If you know the items you'd like to order, simply type them into the rows provided and click "Add to cart" once you have finished. You can find this button to the right of the search bar.
- Order Import: Upload an Excel CSV file with 2 columns containing product codes and their required quantities, under 'Product Code' and 'Quantity' headings. You'll find this link at the top right of your screen, or in My Cart.
- Saved Carts: Once you have items in your cart, you can save them to your account by clicking "New Saved Cart". This will then be saved within your Account Dashboard and can be edited and reloaded for your next order.
- Reorder previous orders: Within the Order History tab (at the top right of your screen), you can view and reorder previous orders made through the website. There is also the option to download the Excel CSV file of each order to edit and then re-upload using the Order Import option above.
- Top Products: The items you order most frequently and abundantly will appear here, and can be reordered instantly by altering the quantity and clicking "Add to cart".
I
need to update my account details. Can I do this online?
Unfortunately,
due to security measures, you cannot change your account details (aside from
your password) on the website. Should you need to update anything related
to your account, please contact your Account Manager.
What is the procedure for returning an item?
If you have any items to return, please contact your
Account Manager with the details of the items in question. They will
then complete the necessary paperwork to hand to your Driver, who will collect
the items upon your next delivery. Once the items are returned to the warehouse
and processed by our Stock Manager, we will then issue your account with the
due credit.
Please read our Returns Policy to ensure
your items are eligible for return.
How do I report missing, incorrect, or damaged items?
We're sorry to hear that there is an issue with your order. Please contact your Account Manager with the details and, if possible, send a photo of any damages. These will be passed on to our Stock Manager to investigate, and we will issue credit to your account where due.
Can I pay for my order online?
Yes! For orders placed online or through our App, you can pay by debit/credit card using SagePay at checkout. If you experience any problems, you can
place your order on credit and either phone the Sales Team to pay by card, or
send the balance due via bank transfer.
Please note, this only applies to pre-payment
customers.
What delivery services do AR Wholesale offer?
We are proud to offer nationwide delivery from our own
fleet of rigid and articulated wagons, for the majority of our accounts.
However, for areas in locations or with access beyond our limitations, we
can still offer delivery through our dedicated third-party haulier. We
also offer a Dropship Service where we deliver directly to your customers,
which is ideal for smaller businesses and traders. You may also
collect orders daily directly from our warehouse in Stokesley, if
you have a Collection account set up.
Upon opening an account, we will provide you with specific
delivery days for when we are in your area. If you are unsure of which day
this is, please contact your Account Manager. Please see our Delivery page for more
information, or contact our Sales Team on 01642 714389 for
more details.
When do I need to place my order by?
For the majority of our accounts, we ask that all
orders are placed by 11am on the working day before your required delivery
day. Orders for delivery on the Wales and Cornwall runs must
be placed by 5pm 2 working days prior to your delivery day.
For Collection accounts, please specify the date and time
you will be collecting upon placing your order. Ideally, these must be placed
at least 2 days ahead of collection.
Where can I view my previous orders?
You can view orders placed online by clicking on the Order
History link at the top right of the screen. From here, you can view,
download, and reorder previous orders. Additionally, you can see your most
frequently ordered items in the Top Products section of your
Account Dashboard, where you can also see the pricing and stock
availability and quickly add products to your cart.
Please be aware that, currently, this only relates
to orders placed through the website. Orders placed via the App can be
viewed in the Order History tab within the application. We are working on
allowing all orders to be visible this way, however, in the meantime, please
contact your Account Manager to receive your full order history.
What are Special Order Only items?
Items labelled as "Special Order Only" are products that we
don't physically hold in stock, but we can order in from our suppliers upon
request. For the full terms, please see our Special Order Items page,
and for any further queries please contact your Account Manager.
Do you offer Special Offers and Promotions?
We do! You can be sure to find the latest and keenest offers on our Special Offers page, or browse our Monthly Offer Booklet linked at the top right of the screen. We also offer Pallet Discounts across a range of products. Keep an eye on your emails for any Telesales offers from your Account Manager - these are often short but very sweet!