Frequently Asked Questions
Welcome to our Groompet FAQ page. Here you will find answers to the most common questions asked by professional dog groomers. If you cannot find what you are looking for, please contact our team – we are always happy to help.
Shipping & Delivery
How long does delivery take?
We prepare and ship your order the next business day. Delivery times depend on your location. For most EU orders, typical delivery is 3–7 working days.
Can I track my order?
Yes! You will receive tracking information once your order has been dispatched.
What should I do if my order arrives damaged?
Please contact us immediately with photos of the damaged items and packaging. We will arrange a replacement or refund as quickly as possible.
What is the minimum order value for free shipping?
Free shipping is available on EU orders over 99 Eur. Please check our shipping policy for the most up-to-date threshold for your country.
Can I request product samples before placing a large order?
Absolutely. We understand that professionals need to test products before committing to bulk purchases. Please contact our team to request a sample kit tailored to your salon's needs.
Product Information
What does 50:1 concentrate mean?
Our concentrates are highly efficient formulas that must be diluted with water before use. A 50:1 ratio means you mix 1 part shampoo concentrate with 50 parts water. This means one litre of concentrate makes 50 litres of ready-to-use shampoo – dramatically reducing your cost-per-wash and storage needs.
How do I know which shampoo is right for my salon?
We offer a range of formulas tailored to different coat types and skin conditions. As a general guide:
- Universal/Frequent Washing: For regular use on all coat types
- Sensitive/Hypoallergenic: For dogs with sensitive or allergy-prone skin
- Degreaser For heavy-soiled areas around the ears or for removal of sticky dirt spots.
- Nourishing/Hydrating: For dry, dull, or damaged coats
- Whitening/Brightening: For white or light-coloured coats
Shampoo product pages include detailed descriptions to help you choose. If you are still unsure, contact us for personalised advice.
Are your products safe for puppies and senior dogs?
Yes. All our formulas are gentle enough for puppies and senior dogs. We never had a complaint about products creating an adverse reaction in dogs.
We also have special shampoos for puppies and allergic dogs. For the most sensitive creatures groomers are invited to have a look at our Ozone collection.
Are your products tested on animals?
No. We do not test our products on animals. All our formulations are developed using cruelty-free practices. Our product are tested to EU standards in the cosmetics industry.
Can I use human shampoo on dogs?
We strongly advise against using human shampoo on dogs. Human skin has a different pH to canine skin, and using the wrong products can disrupt the skin barrier, leading to dryness, irritation, and increased risk of infection. Always use products formulated specifically for dogs.
Do your products contain harsh chemicals?
No. We are committed to clean, safe formulations.
Application & Usage
How do I dilute your concentrate shampoos?
Each product page includes a detailed dilution guide. As a general rule:
- 50:1 – For regular washing (1 part shampoo to 50 parts water)
- 25:1 – For nourishing formulas (1 part shampoo to 25 parts water)
- 10:1 – For specialty shampoos (1 part shampoo to 10 parts water)
- Heavier soiling – Use a stronger dilution (e.g., 1:30 or 1:20) for richer lather and deeper cleansin
Many groomers use a mixing bottle or a frother is an elegant solution to dilute the shampoo.
What is the shelf life of your products?
Our products have a shelf life of approximately 2–3 years when stored in a cool, dry place away from direct sunlight. Once diluted, we recommend using the shampoo within 7 days for optimal freshness and efficacy.
Can I mix different Groompet products together?
We recommend using products as directed for best results. However, our products are designed to work together as a complete grooming system – for example, pairing a shampoo with a matching conditioner and finishing spray.
How much product should I use per dog?
Usage varies depending on dog size, coat type, and condition. As a guide, an average-sized dog requires approximately 0.5 to 1 litre of diluted shampoo per wash. For concentrated products, this equates to very small amounts of concentrate per dog – making our formulas exceptionally cost-effective.
Returns & Refunds
What is your returns policy?
We accept returns on unopened, unused products within 14 days of delivery. For hygiene reasons, opened products cannot be returned unless faulty. Please see our refund policy page for full details.
How do I initiate a return?
Contact our customer service team with your order number and reason for return. We will provide you with return instructions and a return address.
Partnerships & Support
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Do you partner with industry organisations?
Yes. We are proud to partner with the Pet Industry Federation (PIF) in the UK and other industry bodies to raise grooming standards. We also work closely with training academies such as iPet to support the next generation of professional groomers.
Do you offer training or educational resources?
Yes. We provide a range of educational resources for professional groomers, including dilution guides, product usage tips, and grooming best practices. Follow our social media channels or subscribe to our newsletter for regular updates.
I'd like to collaborate with you...
You can reach us by email, phone, or through the contact form on our website. Our team is available during business hours and aims to respond to all enquiries within 24 hours.
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Private and White Label
Do you offer private label or white label services?
Yes. We offer comprehensive private label and white label development for brands and salons looking to create their own product line. Our team handles everything from formulation to packaging and compliance. Contact us to discuss your vision.
What is the difference between private label and white label?
Private label means we manufacture a product exclusively for your brand, using a formula that can be customised to your specifications. You sell it under your own name, and it is not available to other businesses. White label refers to a ready-made formula that we produce and that you brand as your own. It is faster to market and requires less development work, but the formula itself is not exclusive to you. Both options allow you to build a brand without investing in your own manufacturing facility.
What is the minimum order quantity for a private label or white label product?
Minimum order quantities vary depending on the product type and packaging format. As a general guide, we work with small to medium production runs suitable for salons and emerging brands. Please contact our team with your specific requirements, and we will provide a tailored quote including MOQs, lead times, and pricing.
Can you help with formulation, packaging, and compliance?
Yes. Our lab team is a prime assest. We can help you select or customise a formula from our library of over 2,000 proven formulations, advise on packaging options including eco-friendly choices, and ensure your product meets all relevant UK and EU regulatory requirements. We handle the technical and compliance aspects so you can focus on building your brand.
How long does it take to launch a private label product?
Lead times depend on the complexity of the project, but many white label products can be ready in as little as 30 days from confirmation.
Private label projects that require custom formulation or bespoke packaging may take longer. We will provide a clear timeline during or shortly after the initial consultation so you know exactly what to expect.
Do I need my own brand name and logo before starting?Y
You do not need a fully developed brand to begin the conversation. However, to proceed with production, you will need a brand name and artwork for your labels.
If you are still in the planning stage, we can guide you through the process and connect you with design support if needed. The earlier you have your branding in place, the smoother the production journey will be.