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Order Line: 01256 855120

Frequently asked questions

Questions and Answers

Q: Can we collect from you?
A: Yes: Orders must be paid in full BEFORE collection and a time will need to be agreed during normal working hours

Q: How quickly do you deliver?
A: We despatch same day/within one working day and use either nextday couriers or royal mail so your order should arrive within 2 working days from despatch. You will be emailed with the tracking details if your item has been despatched via courier.

Q: What are your delivery charges?
A: We charge according to the total weight of the order but for mainland UK deliveries this is capped at £7.00 plus VAT. Highlands, Islands, Northern Ireland (see postcodes in our T&C's) we would recommend you contact us to check the delivery costs. For international orders please contact us by email prior to placing an order

Q: How hot does the pad get?
Q: Does that pad have a thermostat?
Q: Can I cover it with a thick cushion or quilt?

A: The Metal Flexiguard 33 heat pad does not have an internal thermostat. This is because the primary application for these units is for outdoor kennels, catteries and rescue centres where the units are used in undercover spaces in all weathers. When the units are used in this environment a failure of a thermostat could turn the unit off in cold weather with potential serious consequences for the animal.

The temperature the units reach depends largely on the ambient temperature they are used in and the amount of insulation placed on top of them. The higher the ambient and the thicker the insulation the hotter the plates will get.

The correct use for the heat pads is in a cool environment, with a thin covering of material over the top (ideally our cosi cover). This acts to spread the warmth evenly across the plate and make the pet more comfortable. Used in this way the surface of the heat pad cover will be comfortably warm, close to body temperature, the hottest part of the plate will typically reach approx 20 deg C above the ambient

The Metal Flexiguard 55 and 44 heat pads, all of the vinyl heat pads and heated beds DO contain a thermostat which will maintain the temperature of the pad/bed at a comfortable body warm temperature. We do not recommend covering any of these units with thick quilts/cushions etc as it will stress the thermostat and shorten its lifespan.

Q: The pad is not getting very warm. Is it working properly?
A: The pad should be used with a thin covering of material, and works with the weight of a cat or dog on the pad. To check it is working properly, place a thin layer of material over the pad: ideally our cosicover or a tea towel, then put a yellow pages on top to mimic the weight of an animal. Leave this for 20 mins or so and then you should find that the temperature on top of the cover is quite warm. Whilst the pad is not weight activated by following the above instructions you are effectively trapping the heat produced. Remember Petnap heat pads are very low wattage so it does take a little while for the heat to spread across the whole pad

Q: What is the power consumption and can the pad be left on all the time
A: All of our heat pads and heated beds are designed to be able to be left on all the time.
Power Consumption:
Flexi 33/Standard Petnap - 8-10 watts
Flexi 44 - 15-17 watts
Flexi 55 - 25 watts
Standard Vinyl Heat Pad - 15 watts (via 12V DC Adaptor)
Large Vinyl Heat Pad - 45 watts

Q: How much does it cost to run?
A: Cost of use is caluculated as follows:
So a 10 watt Flexiguard 33 left on for 1 hour is equal to 0.01kWh (divide 10 Watts by 1000 to get the kW) - then multiply 0.01kWh by your provider's kWh price to get the cost
E.g. 10 Watt Flexi 33 for one hour = 0.01kWh, multiply by a rate of £0.10 per kWh is £0.001 (a tenth of a penny!)- left on for 10hrs = £0.01

Q: Does it matter if the pad gets wet?
A: The heat pad can deal with the type of wetness caused by the occasional accident or whelping. The pad should not be fully immersed in water

Q: How is it sent out?
A: 90% of orders are despatched via courier - a signature IS required at point of delivery. Due to a large number of parcels going missing we will no longer leave parcels in a "safe place". We are more than happy to deliver your order to a work address or to a neighbour.
Order under 1.5KG in weight and/or under £20.00 in value excluding VAT & P+P are despatched via Royal Mail 1st Class Recorded.

Q: How long is the cable?
A: This varies depending on the type of heat pad purchased. Please see individual descriptions.

Q: Can you make the cable longer?
A: We are only able to provide longer cables for the Flexiguard models. The max length we can make the flexiguard cable is 1.8m long. We charge a premium of £5.00 per unit for this and there is a min order quantity of 5

Q: How chewproof is the flexiguard model?
A: The pad is made from aluminium alloy and the cable is covered in a galvanised steel flexible conduit riveted to the pad. It is therefore chew proof

Q: I would like to return an item - what do I need to do?
A: Please contact us either by email at sales@petnap.co.uk or by phoning 01256 855120 to obtain a RMN (returns material number) - we will need to know the reason you are returning the item and your original order number to process any refunds.

Petnap Ltd own the registered designs of all Petnap Metal Heatpads & Petnap Disposable Whelping Boxes. They are the explicit intellectual property of Petnap ltd.
Petnap Ltd is a Registered Trademark.
If you have any other questions, please contact the office on 01256 855120 or email us on sales@petnap.co.uk