FREE Super Saver delivery on all orders

PET SUPERMARKET® believes in reducing the cost of pet ownership, with our everyday low prices and we work hard to offer our customers the best service with our delivery options.

What are my options?

*Post codes starting with IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE, BT, IM, TR21-25, free delivery not available in these areas.

Delivery Policy

All orders received after our 11am deadline will be processed on the following working day. Working days are Monday to Friday only; we do not deliver or process orders on weekends or on bank holidays. For example place your order after 11am on a Friday and your order will be processed by us on the following Monday, thus making your first delivery day Tuesday. Delivery days exclude weekends and bank holidays.

Special Instructions

Any special instructions left with your order will be followed at the driver's discretion; any parcels which are requested to be left without a signature will be done so at your own risk and at the discretion of the courier driver. Please do not ask for a specific delivery date as these instructions are picked up by our courier only.

Where is my order?

After you have placed your order online, we will send you an order confirmation email with the subject line 'Pet Supermarket order confirmation'. In the body of this email you will find information about when your products will be delivered.

If you haven't received this email within 24 hours of placing your order or your products have not been delivered within the timescale stated in the email, then please send our Customer Service team an email using our online form or telephone us on 0844 809 9907 between 9am and 5pm Monday - Friday.

If your order hasn't arrived, firstly, view your order online. Click here to sign into Your Orders. If your order has been dispatched and has not arrived within the expected time period, please email our Customer Services team using our online form or telephone us on 0844 809 9907 between 9am and 5pm Monday - Friday.

How can I track my order?

PET SUPERMARKET will email you once your order has been dispatched informing you of the method of delivery. Smaller orders may be shipped using TNT post and larger orders, using our courier Yodel.

If your order has been shipped using Yodel a tracking link will be sent to you once your order has been tracked in to your local depot. Clicking the tracking link provided will take you to our courier’s website; here you will be able to follow your parcel all the way to your front door.

Carriers Used

We currently use the following carriers to deliver your orders: TNT Post and Yodel.

Delivery Coverage

We currently deliver to the UK mainland, Northern Ireland and UK offshore island addresses. We do not permit delivery to the following UK & BFPO postcode ranges:

Guernsey GY1 - GY9;
Jersey JE1 - JE4;
Isles of Scilly TR21 - TR25;
BFPO1 - BFPO999

International Deliveries

We cannot deliver outside the UK, including BFPO addresses. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box.

Collecting your order

Currently it's not possible for you to order from the Website and pick up from our warehouse. Neither is it possible to reserve "call and collect."

Delivery on time or delivery is free

In the unlikely event that your order should fail to arrive within our promised delivery period please contact us with your order number and we will carry out a thorough investigation with our courier and endeavor to get your package delivered to you as early as possible. We will also refund any delivery charges paid back to the card used when you placed your order!
This guarantee does not apply if:

• We were unable to deliver the item because there was no-one to sign for your item.
• If you were contacted prior to your order being dispatched to notify you of any potential delays.
• If your order has been Part Shipped.
• Where we notify you on the product page that the product is ordered in and will take 3-6 days to be delivered.
• Where such delays are as a result of Acts of Nature (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout or interruption or failure of electricity [or telephone service], and no other Party will have a right to terminate this Agreement in such circumstances.

What happens if you are out when the parcel arrives?

Deliveries will usually be made on weekdays (Monday to Friday) between 8am and 9pm. If you or the intended recipient is not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.

Deliveries made by our courier are at a discounted rate and should you wish for us to re-send your parcel it will be done at the true cost to us.

Responsibility cannot be taken for the wrong order, or non-delivery, resulting from incorrect information or addresses being provided. You may be responsible for the cost of delivery and the return of the goods in these circumstances.

No Party shall be liable for any failure to perform its obligations where such failure is as a result of Acts of Nature (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout or interruption or failure of electricity [or telephone service], and no other Party will have a right to terminate this Agreement in such circumstances.

Late & Lost Orders

What happens if my order is late?
In the unlikely event that your order should fail to arrive within our promised delivery period please email using our online form along with your order number and we will carry out a thorough investigation with our courier and endeavor to get your package delivered to you. Should you wish to cancel your order and it has been dispatched by us you will be liable for any cost incurred by us for the goods being returned back by our courier. If your order has failed to arrive within 15 working days from the date of dispatching your order it is deemed by us as lost. Should you fail to report to us that your parcel has not arrived within this time and we have a signature of delivery from our courier we will be unable to claim for loss of the item from our courier and therefore unable to replace your goods. Should you refuse to sign for your package within this 15 day period you will be liable for any cost incurred by us for the goods being returned back.

What happens if my order is lost?
If your order has failed to arrive within 15 working days from the date of dispatch it is deemed by us as lost. Should you fail to report to us that your parcel has not arrived within this time and we have a signature of delivery from our courier we will be unable to claim for loss of the item from our courier and therefore unable to replace your goods. Should you refuse to sign for your package within this 15 day period you will be liable for any cost incurred by us for the goods being returned back. In the very unlikely event that your order is "lost in the post", please contact us and we will, in conjunction with Yodel or TNT Post undertake a thorough investigation as to how and why the item has been lost. Once we are able to establish that the item is definitely lost we will redeliver the goods, this may take up to 30 days from the date of posting. However should you wish us to dispatch your order again at once you will have to accept responsibility of the cost of this until your claim has been completed by our courier. We will not charge your card until all investigations have been completed and any failure to cooperate with us or our courier during this investigation could jeopardize your claim for loss. Should your missing order arrive and you fail to inform us within 7 days of delivery to you then you will be liable for the cost of both the original and replacement order. On placing an order with Pet-Supermarket should you request the parcel to be left without a signature (i.e. Garage, back garden etc) you shall be liable should the parcel not be received. Pet-Supermarket cannot take any responsibility should the order not be received, when you request a delivery without a signature, we always recommend that a signature is obtained. Parcels are left without a signature at the discretion of the driver. We cannot be held liable for any loss including consequential loss if a product does not arrive on time.

On placing an order with Pet Supermarket® should you request the parcel to be left without a signature (i.e. Garage, back garden etc) you shall be liable should the parcel not be received. Pet Supermarket® cannot take any responsibility should the order not be received, we recommend for all orders a signature is obtained. Parcels are left without a signature to the discretion of the driver. 

We cannot be held liable for any loss including consequential loss if your order does not arrive on time.