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Frequently Asked Questions

Who are Masters? How many times a day should I feed my dog? How do I create a customer account? Our FAQ answers these questions and many more.

If you can’t find the answer to your question, then you can contact us here.

 

1. Masters Dog Foods

i. Who are Masters?

ii. How do Masters differ from many other dog food manufacturers?

iii. How can I contact Masters?

2. Products & Ingredients

i. What’s the difference between the Super Premium and Premium Ranges?

ii. What’s the difference between animal derived and vegetable derived proteins?

iii. Why do you put linseed oil in your products?

iv. What are Omega 3 & 6?

v. Do you add antioxidants to your products?

vi. Are there any artificial colourants in your products?

vii. What size are your bags?

viii. What’s the shelf life of your products?

3. Feeding

i. What are the benefits of feeding Masters?

ii. Which product should I feed my dog?

iii. How much should I feed my dog?

iv. Do I need to supplement my dog’s diet with other food?

v. Should I feed Masters wet or dry?

vi. How many times a day should I feed my dog?

4. Placing an Order

i. How do I make a purchase?

ii. How do I know that my order has been successfully processed?

iii. Can I get a discount for ordering more bags?

iv. Do you offer Bulk prices?

v. How do I redeem discount codes?

vi. Can I specify a delivery address that is different to my billing address?

vii. Can I leave delivery instructions?

viii. What is the status of my order?

ix. What payment methods do you accept?

x. What is Sage Pay?

xi. Why is my payment failing?

5. Customer Accounts

i. What is a customer account?

ii. How do I create a customer account?

iii. What information is stored on my account?

iv. How do I update delivery and invoicing details?

v. Can I order without an account?

vi. I’ve forgotten my login password. What should I do?

vii. Why aren’t I receiving a password reset email?

6. Delivery

i. How much is delivery?

ii. How long does delivery take?

iii. Can I track my delivery?

iv. What should I do if I have not received my order after seven working days?

v. Is a signature required?

vi. How are the bags delivered?

vii. How are the bags packed?

viii. How do I report damages?

ix. Do you deliver outside of the UK?

7. Breeder’s Scheme

i. Do I qualify for the Breeder’s Scheme?

ii. How do I register?

iii. What is included in a Puppy Pack?

 

1. MASTERS

i. Who are Masters?

We are a British, family-run company that has been manufacturing complete dog foods for over 25 years. Our founder, Peter Masters, started the company in January 1988 following 15 years in the Agricultural Nutrition, Veterinary and Pet industries.

For more information, see About Us.

ii. How do Masters differ from many other dog food manufacturers?

MASTERS Complete Dog Foods are specially formulated to supply all the necessary nutrients at the correct levels and ratios. The set recipes contain only the finest quality raw materials and are never altered to reduce cost.

Because domestic dogs developed from carnivores, they digest animal derived proteins far more efficiently than vegetable proteins, which is why our diets contain only meat and poultry as the added proteins. This means that dogs will remain fit and healthy on a smaller quantity of food than that recommended by many of our competitors. The owner also benefits by having a smaller volume of firm stools to clear up. The meaty flavour of our foods makes them exceptionally palatable, whilst the added Linseed Oil benefits both skin and coat condition.

iii. How can I contact Masters?

You can contact us here.

 

2. PRODUCTS & INGREDIENTS

i. What’s the difference between the Super Premium and Premium Ranges?

The Eclipse Super Premium products are rice based and wheat gluten free. We use a wider range of raw material ingredients than in the Premium Range, making each Eclipse diet even more palatable and readily digested.

The Premium Range has a diet to suit the differing requirements of all healthy dogs. As with all Masters products, they contain only meat and poultry as the added proteins, are easily digested and free of artificial colourants and additives. Linseed Oil is added for skin and coat condition.

ii. What’s the difference between animal derived and vegetable derived proteins?

Because domestic dogs are derived from carnivores, they are better able to digest meat proteins as opposed to those that are derived from vegetables. This is why our diets contain only meat and poultry as the added proteins, which makes our products very easy to digest. Your dog will therefore get the maximum nutritional benefit from a smaller amount of food, which also leads to less waste.

iii. Why do you put linseed oil in your products?

Linseed oil is added to give your dog a beautiful, glossy coat and to supply optimum levels of Omega 3 and 6 fatty acids.

iv. What are Omega 3 & 6?

Omega 3 and 6 are essential fatty acids that can be found in all of our diets. They offer a number of health benefits; they are vital in maintaining brain and nerve function, and they aid in the building of healthy cells.

v. Do you add antioxidants to your products?

We do not add any antioxidants to our products. Due to the quality and stability of the raw materials that we use, no additional antioxidants are necessary in order to preserve the food throughout its shelf life.

vi. Are there any artificial colourants in your products?

No. All of our products are free of artificial colourants.

vii. What size are your bags?

Al of our products come in 15kg bags.

viii. What’s the shelf life of your products?

Our products have a shelf life of twelve months from the time of manufacture.

 

3. FEEDING

i. What are the benefits of feeding Masters?

MASTERS Complete Dog Foods are specially formulated to supply all the necessary nutrients at the correct levels and ratios, and do not need to be supplemented with other food. The set recipes contain only the finest quality raw materials and are never altered to reduce cost.

Because domestic dogs have developed from carnivores, they digest animal proteins far more efficiently than vegetable derived proteins. This is why our diets contain only meat and poultry as the added proteins, enabling your dog to remain fit and healthy on a smaller quantity of food than that recommended by many of our competitors. The owner also benefits by having a smaller volume of firm stools to clear up. The meaty flavour of our foods makes them exceptionally palatable, whilst the added Linseed Oil benefits both skin and coat condition.

ii. Which product should I feed my dog?

Between our two ranges – Eclipse Super Premium and Premium – there’s a product to suit the differing requirements of all healthy dogs.

A number of factors may determine which product is best suited to your dog, including age, sex and level of activity. For a rundown of our full range, please see our Product Info page.

If you’d like to discuss your feeding requirements in detail, please contact us here.

iii. How much should I feed my dog?

Feeding guides vary between each of our products. Amounts also vary depending on a number of factors such as the age, sex, health and level of activity of your dog.

For general feeding guides please see our full range. Click on the product that you are interested in, and you’ll find advice in the “Feeding Guide” tab.

iv. Do I need to supplement my dog’s diet with other food?

No. All of our products are complete diets. They supply all the nutrients essential for your dog’s health and vitality in one natural and satisfying meal, and do not require the addition of extra meat or biscuits.

v. Should I feed Masters wet or dry?

The best way to feed Masters is to add warm water and feed immediately. For each cup/measure of dog food, we would recommend adding between half and one cup of water. For information on feeding puppies, please see our Puppy Feeding Guide.

Alternatively, our diets may be fed soaked or dry.

However you choose to feed, always ensure that your dog has access to sufficient drinking water.

vi. How many times a day should I feed my dog?

The suggested feeding amount may be spread over as many feeds as suits dog and owner. However, we would usually recommend two feeds, one in the morning and one in the evening, though this may vary depending on a number of factors.

For puppies, please see our Puppy Feeding Guide.

 

4. PLACING AN ORDER

i. How do I make a purchase?

Simply click on the Shop tab at the top of any page, choose the product(s) you are interested in and add the required number of bags to your basket.

You will then automatically be sent to the Shopping Basket page where you can amend your order, continue shopping and add further products, or “proceed to checkout”. Once you proceed to checkout, you can choose to sign in, create an account or continue as a guest, if you haven’t already logged in. From here, you need only follow the instructions and enter the required information. You will then be transferred to Sage Pay’s secure payment terminal.

Once the transaction is complete, you will receive a confirmation email at the address you provided.

ii. How do I know that my order has been successfully processed?

Shortly after completing your transaction, you will receive two confirmation emails. The first comes from Sage Pay, confirming that your payment has been successfully processed; the second comes from ourselves and is confirmation of receipt of your order.

If you fail to receive either email after completing the order process, please Contact Us.

iii. Can I get a discount for ordering more bags?

Orders of two or more bags are £4 cheaper per bag than the single bag price. Product types may be mixed to achieve this discount i.e. an order of one Country Dog and one Meaty Crunch would be charged at the two bag price for both products.

iv. Do you offer Bulk prices?

Bulk prices are available on orders of a minimum of 10 bags. Please note that these prices are not available via our website.

For more information, please contact us here.

v. How do I redeem discount codes?

Codes must be redeemed on the Shopping Basket page. This is the page where you are automatically redirected when you add a product to your basket.

Please note that Puppy Pack vouchers cannot be redeemed online. Please contact our office to use these.

vi. Can I specify a delivery address that is different to my billing address?

Yes. On the checkout page, at the bottom of the Billing Information form, there is an option to “Ship to different address”. After entering your billing address, tick this box, press continue and you’ll be prompted to enter your shipping address.

vii. Can I leave delivery instructions?

Yes. On Step 6 “Order Review” of the Checkout page, there is an empty field where you can enter any delivery instructions e.g. leave in porch if out. These instructions are then passed on to our courier.

viii. What is the status of my order?

We are currently unable to provide status updates for individual orders. However, we strive to despatch all orders within two working days of receipt. Delivery can take up to seven working days but is usually much quicker.

ix. What payment methods do you accept?

Via Sage Pay, we accept Visa and MasterCard, debit and credit.

x. What is Sage Pay?

Sage Pay is Europe’s leading independent payment service provider. All payments on our website are processed securely via Sage Pay.

xi. Why is my payment failing?

The most common reason why Sage Pay will block a transaction is that details have been entered incorrectly. The most common cause is a billing address that does not match up to the card that is being used. Please note that the smallest of spelling errors will cause the transaction to fail; this is Sage Pay and your bank’s way of ensuring that your card is not being used fraudulently.

 

5. CUSTOMER ACCOUNTS

i. What is a customer account?

Customer accounts are an optional feature on our website. By signing up for an account, you can store delivery and order information, and speed up the checkout process. To create an account, click “Login” at the top right of any page and follow the on-screen instructions from there.

ii. How do I create a customer account?

The easiest way to create an account is to click “Login” at the top right of any page and follow the on-screen instructions from there.

Alternatively, you can follow instructions for account creation from the Shopping Basket/Checkout screen.

iii. What information is stored on my account?

Contact details and order history are securely stored in customer accounts. Please note that card information is not stored.

iv. How do I update delivery and invoicing details?

Log in to your account via the Login button at the top right of the page. Once you are signed in, you can update account and address information by choosing the relevant option from the left hand side of the page.

v. Can I order without an account?

Yes.If you prefer not to make an online account, you can still order as a guest. Once you have selected the products you wish to purchase and have proceeded to checkout, simply choose “Checkout as Guest”.

vi. I’ve forgotten my login password. What should I do?

From the Login page, click on “Forgot Your Password?” Follow the on screen instructions and you will receive an email with a link to reset your password.

vii. Why aren’t I receiving a password reset email?

Reset emails will only be sent to the email address that you have entered, providing that address belongs to an existing account. If there is no account linked to that address, no email will be sent.

Please note that Customer Accounts were introduced in August 2015 as part of our website redesign. Our old website did not have this feature.

 

6. DELIVERY

i. How much is delivery?

Delivery is free to UK Mainland, excluding islands and Northern Ireland. For deliveries to these destinations, please Contact Us for a price

ii. How long does delivery take?

Please allow up to 7 working days for delivery.

iii. Can I track my delivery?

This service is currently unavailable.

iv. What should I do if I have not received my order after seven working days?

In the unlikely event that your order has not arrived within seven working days, please contact our office so that we may investigate further.

v. Is a signature required?

No. Our courier will leave consignments in a secure location if there is no answer, or deliver to a neighbour if you prefer. You can leave delivery instructions at the end of the Checkout process (leave in porch, inside garden shed etc)

If you prefer that the courier does not leave your package unattended, please let us know in the delivery instructions box during checkout and we will ensure that it is not left without a signature.

vi. How are the bags delivered?

We use UK Mail for all of our courier deliveries. They aim to deliver between 8am and 7pm (approx.) Monday-Friday.

vii. How are the bags packed?

Our bags are packed in a water resistant, plastic outer which is secured with a plastic tie. A maximum of two bags are packed per parcel; if you order 4 bags, they will arrive in two consignments of two bags each.

viii. How do I report damages?

If you receive an incorrect or damaged product please contact us within 24 hours to arrange collection and redelivery.

ix. Do you deliver outside of the UK?

No. We currently only deliver to UK Mainland.

 

7. BREEDER'S SCHEME

i. Do I qualify for the Breeder’s Scheme?

To qualify for the Breeder Scheme and be eligible to receive the starter packs, puppies must be weaned onto ECLIPSE DOG & PUPPY. Weaning can commence at 3 ½ – 4 weeks of age.

We also strongly recommend feeding ECLIPSE DOG & PUPPY to the bitch from 2-3 weeks prior to whelping, as it will ensure production of sufficient milk to satisfy the forthcoming litter without sacrificing her overall condition.

ii. How do I register?

To register your interest in the Breeder Scheme, please contact us here.

iii. What is included in a Puppy Pack?

Our Puppy Packs contain a starter bag of Eclipse Dog & Puppy, a money-off voucher, letter of introduction and feeding guide.

Offering a Puppy Pack to the new owner shows that you care, provides extra value, and gives you the peace of mind that the pup will continue to be fed on the food it is accustomed to, which is so important during what is already a traumatic time for the puppy.