FAQs
1. What products do you offer?
We sell a range of dog containment and housing products intended for everyday use by dog owners. Our current selection includes dog crates, dog runs and dog kennels designed for both indoor and outdoor environments.
2. Where do you ship from?
Orders are dispatched from our European distribution centre (Netherlands) to our UK customers.
3. How long does delivery take?
Estimated delivery timeframes are as follows:
- Order processing: 1–2 business days (Monday to Friday)
- Shipping transit: 2–5 business days (Monday to Friday)
- Total estimated delivery time: 3–7 business days (Monday to Friday)
Order cut-off time: 11:00 AM (GMT/BST).
Delivery times are estimates and may vary depending on location, carrier operations or unforeseen circumstances.
4. Do you ship outside of the United Kingdom?
No. We currently ship exclusively to addresses within the United Kingdom. International shipping is not available.
5. Can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing a tracking number and a link to monitor your package's progress online.
6. What payment methods do you accept?
We accept secure online payments via:
- Visa
- Mastercard
- American Express
- Debit and Credit Cards
- Apple Pay
- PayPal
7. Can I change or cancel my order after placing it?
If you wish to change or cancel your order, please contact us as soon as possible at info@canisden.com. Requests can only be considered if the order has not yet been processed or dispatched.
You have the right to cancel your order within 14 days of receiving your goods, in accordance with UK consumer law. At Canis Den, we extend this period and allow returns within 30 days of delivery.
8. What if my item arrives damaged, incomplete or incorrect?
If your order arrives damaged, faulty or incorrect, please contact our customer support team immediately and provide clear photos of the issue. We will arrange a repair, replacement, or full refund (including all return shipping costs) in accordance with the UK Consumer Rights Act 2015.
9. Are dog crates, runs or houses suitable for all dog breeds?
Our products are designed for general use by dog owners. However, suitability may vary depending on your dog’s size, breed and behaviour.
We recommend reviewing the product description and listed dimensions carefully before purchasing to ensure the item is appropriate for your needs.
10. Do you have a physical store?
We operate as an online-only store and do not offer in-person collection or showroom visits. Our registered office in Paris is for correspondence only.
Need further assistance?
If you have any questions, our customer service is available Monday to Friday, from 8 AM to 6 PM (GMT/BST). We respond to all enquiries within 24 hours.
Email: info@canisden.com
Phone: +44 20 4577 2431
Address: 200 Rue de la Croix Nivert, 75015 Paris, France
Canis Den is operated by VJ Agency, a company registered in France. We sell to customers in the United Kingdom through our online store, and orders are dispatched from our European distribution centre in the Netherlands.