Frequently Asked Questions

Frequently Asked Question's

We understand that from time to time you may have questions so we have constructed a list of the most frequently asked questions.

My query is not answered by any of the FAQ's. What can I do? If none of your questions have been answered please contact us using our online form or call our Customer Service team on 0844 809 99 07 (9am-5pm Mon-Fri, Calls are charged at your local rate, calls from mobiles may vary.)

Can I order over the phone?
Yes, on 0844 809 9907 (9am-5pm Mon-Fri, Calls are charged at your local rate, calls from mobiles may vary.) For more ways to contact us please click here.

Can I shop at your warehouse?
Yes, the Pet Supermarket® warehouse shop is open to the public Monday-Saturday from 10am-4pm. Here you will be able to purchase top brand pet food and accessories from the North East's largest pet warehouse. For more information on our location and opening times please click here.

What methods of payment do you accept?
We accept Visa, Mastercard, Maestro, American Express, Solo and Delta cards. You can shop in confidence at Pet Supermarket®, using our secure payment provider Sagepay or Pay Pal. More...

How do I find out my password?
Don't worry if you have forgotten your password for the Pet Supermarket® website - simply click on LOGIN/REGISTER at the top right of every page and click on the 'forgot password' link and enter your email address. This will automatically send you an email giving you the relevant information to log in and place your order. More...

How do I register?
You can register with Pet Supermarket™ at any time by either placing an order and selecting the Register button on the Checkout page or you can go to the LOGIN/REGISTER button located at the top of every page on our website. Here you will be able to create an Account by entering your details and creating a password. Choose a password that is easy to remember and keep it safe! Please be assured that no credit card details are kept in your “My Account” area and this facility is purely to enhance your experience on the Pet Supermarket™ website.

Where do you deliver?
We deliver throughout the UK, please visit our delivery page for more info on our delivery options. How much does delivery cost?
Delivery costs from as little as £2.95, or spend £29 and we will ship your order to you free of charge with our super saver service. Available throughout England, Wales & parts of Scotland. Please visit our delivery page for more info on this.

How do I find what I want?
You can either use our search box situated at the top of the page if you know what you are looking for or you can select your pet from the top menu and then navigate to your section using the menu on the left hand side of each page. Here you can refine your search further using the filters on the left, each time you use one of the filters you should find there are less search results. After a few clicks you should find the product you require. Top tip - to get started why not use the drop down links in the menu bar at the top of the page. Alternatively you can browse our site by clicking on any of the links situated around our website - this will allow you to shop by brand or to take advantage of any special offers. More...

How do I place my order?
Ordering with Pet Supermarket® is simple. You can either place your on our website or you may order over the telephone by calling our Customer Service team on 0844 809 99 07 (9am-5pm Mon-Fri, Calls are charged at your local rate, calls from mobiles may vary.) Shop in confidence at Pet Supermarket®, using our secure payment provider Sagepay or Pay Pal. Our easy to use website is 100% secure and has a huge variety of products for your pet's every need. More...

How do I use a coupon code or voucher?
If you would like to redeem a coupon which you may have received then please enter it in on the checkout page without spaces. If you have a voucher you can place your order online and then post your voucher to us and redeem it against your order, at which point we will refund the voucher back to the card used when you ordered More...

How do I return items?
Here at Pet Supermarket® we want you to be delighted every time you shop with us, and for this reason we offer our free 28 day no quibble returns policy. More...

How safe is your web site?
None of our customers has reported fraudulent use of a credit or debit card as a result of purchases made with us. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. Our website is scanned daily for any vulnerability's and the latest scan is shown in the top right hand corner, please click on this logo for confirmation of the test. Our website is also secured by Verisign to ensure that all personal information is protected whenever you enter any personal information. Should you not wish to place your order online you may call our sales team on 0844 809 99 07 (9am-5pm Mon-Fri, Calls are charged at your local rate, calls from mobiles may vary.) More...

Who are Pet Supermarket®?
Pet Supermarket®, are the UK's #1 pet supplies store. We not only offer all our customers the best service but in addition to this you can find savings of up to 70% off all your pet food and accessories in our online pet shop, unique not to be missed daily deals and exclusive promotions.

At Pet Supermarket® you can buy online and choose a delivery date at a time that suits. You also have the option of free delivery when you spend over £29 with our super saver service. We guarantee that any product bought from Pet Supermarket® not only comes with our price match promise but also a 100% satisfaction guarantee with free 28 day no quibble returns, so you can shop in complete confidence at Pet Supermarket® More...

Why shop at Pet Supermarket®?
If you have not yet shopped with Pet Supermarket® before you can rest assured that our service is second to none and so are our prices.

Pet Supermarket® customers receive...

  • £5 off your first order when you spend over £49
  • Express delivery at a time and date which suits you
  • Free Super Saver delivery if you spend over £29
  • Thousands of top brands at guaranteed low prices
  • 100% satisfaction guarantee with no quibble returns for 28 days
  • Professionally trained staff who can provide you with expert advice
  • Orders delivered on time or we will refund any postage charges paid!

More reasons to shop with Pet Supermarket®...

Do I need a prescription to buy prescription pet food?
No although we do recommend feeding these products only upon advice provided by a vet.

How are your prices so low?
Pet Supermarket® work tirelessly to source the best pricing from our suppliers and as the UK's #1 online pet store we can buy in bulk and pass the savings on to you. However this does not mean we compromise our service in any way as we offer all our customers a service that is simply second to none. All products sold on our site are purchased in the UK and we do not buy any seconds, short dated, or sub standard products ever. We guarantee that any product bought from Pet Supermarket® not only comes with our price match promise but also a 100% satisfaction guarantee with free 28 day no quibble returns, so you can shop in complete confidence at Pet Supermarket®

How can i reduce the cost of caring for my pets?
Owning a pet can be very expensive so as well as saving money shopping online at Pet Supermarket™ for your pet supplies we have some great suggestions on how to reduce the cost of owning a pet. More...

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