We offer the best service of any online pet company in the UK, we may not have the largest range of products but we do have the best, and everything you see is available for next day delivery. We operate from a 13,000 sq ft warehouse and our doors are open on weekends for you to come and see us. We thrive to keep our customers satisfied whatever it takes! Many companies are copying our five star service guarantee but every time they copy our promises, to you our customer, we simply make ours better and better! Keep it up boys our customers love it!

Lowest Price Guaranteed that's our promise!

Pet-Supermarket has unbeatable low prices. And if on the off chance you do find something cheaper elsewhere we will credit you with a voucher for 110% of the difference. The price quoted by the other company must include delivery and will be compared on a like for like basis.

We will only do this where the offer is available to purchase immediately online at another online store (Excluding Ebay), for same day dispatch and next day delivery - either before you purchase, or within 7 days of your purchase from Pet-Supermarket. Price match excludes Discount coupons provided by Pet-Supermarket, which can not be used on price match items.

Products in stock and the best delivery service in the UK!

3 Unbeatable Reasons why we offer the best delivery service in the UK!

** REASON 1 **
NEXT DAY DELIVERY AVAILABLE ON ALL ORDERS PLACED BEFORE 1 pm

** REASON 2 **
FREE STANDARD DELIVERY ON ALL ORDERS OVER £39 TO THE UK MAINLAND

We not only offer the best value products but we also offer many delivery services to suit your needs at fantastic discounted rates and with No Gimmicks. Regardless if you want 30 bags of dog food or just one we will charge you exactly the same amount (England, wales and most of Scotland).

** REASON 3 **
DELIVERY OPTIONS TO SUIT YOUR NEEDS INCLUDING NEXT DAY, TIMED DELIVERY AND SATURDAY DELIVERY.

Our fantastic range of delivery services are also available to customers abroad in Europe, North America, Asia & Australasia.

Not only do Pet-Supermarket offer unbeatable low prices, we also stock over 3,000 products available for next day delivery when you order before 1pm! Which is by far the biggest choice online and the best service in the UK. Many of which are very hard to find elsewhere. If however you do not see what you require then please contact us and we will be more than happy to help you.

100% Product Satisfaction or Send it back!

If upon receiving your item, you are dissatisfied for any reason whatsoever, please return your order in it's original condition and we will reimburse you for the value of the item, less any handling costs. It's that simple! Please ensure that the item is returned back to us in it's original condition unless faulty within 7 days of the date the item is delivered to you. Please be aware that you are unable to cancel your contract for services carried out for example postage and packing. For full details please view our returns policy.

Orders delivered on time or we will give you a £5 voucher!

We offer a standard 3-4 working day courier service in the UK starting from only £3.95 and Free delivery when you spend over £39.

In the unlikely event that your order should fail to arrive within our promised delivery period please email us at sales@pet-supermarket.co.uk along with your order number and we will carry out a thorough investigation with our courier and endeavour to get your package delivered to you. We will also send you a credit voucher for the the value of £5, no questions asked.

Professionally trained staff & Expert advice!

Pet-Supermarket now employ our own Veterinarians ensuring that our staff go through a special training program designed to give them all of the tools required to advise you on what products are best for your pet. They are also on hand to answer any questions you my have.

This has also allowed us to provide the best possible care and advice for our customers pet. We now supply both prescription and veterinary products which are normally only available to buy from your vet. But the difference is our unique approach to our customers which simply can not be matched anywhere else.

Payment

Once you've decided what you want to buy, you can pay through the secure Protx payment server which accepts all major credit and debit cards including Visa, Delta, Visa Electron, MasterCard, Eurocard, American Express, Maestro and Solo.

Tax Charges

VAT stands for value-added tax, which is charged on most goods and services within the European Union. Some of our products may include VAT in the displayed price. Should you require a VAT invoice for your order please contact us.

Should you place your order for delivery to the Channel Islands or any country outside of the EU you may email sales@pet-supermarket.co.uk and request for any VAT TAX paid with your order to be refunded back to your card, please enclose your order number on any correspondence to us.

Security Policy

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.

1. Our secure-server software and that of Protx our third party bank, encrypts all your personal information including credit or debit card number and name and address. The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet

2. In the event of unauthorized use of your credit or debit card, most banks and card issuers either cover all the charges or may limit your liability to just £50.00.

3. If your bank or card issuer holds you liable, Pet-Supermarket will cover your liability up to £50.00 provided that the unauthorized use of your credit or debit card resulted through no fault of your own from purchases made at Pet-Supermarket while using the secure server provided by Protx or Us.

A Few Important Notes: this guarantee only applies to credit or debit card purchases made to Pet-Supermarket's secure server or Protx our payment partners. This guarantee covers a maximum liability of £50.00. In the event of unauthorized use of your credit or debit card, you must notify your card provider in accordance with its reporting rules and procedures.

Privacy Policy

At Pet-Supermarket we are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised shopping experience. Please read on for more details about our privacy policy.

Controllers of personal information

Any personal information provided or to be gathered by Pet-Supermarket is controlled by Mark Berriman who can answer any questions regarding privacy. Please e-mail him at dataprotection@Pet-Supermarket.co.uk with any questions.

Information is collected lawfully through our catalogue ordering procedure and is in accordance with the Data Protection Act 1998.

What information do we collect? How do we use it?

· When you order, we need to know your name, E-mail address, delivery address, credit or debit card number and the card's expiry date. This allows us to process and fulfil your orders and to notify you of the status of your order.

· We also ask for your telephone number, which enables us to contact you urgently if there is a problem with your order.

· When you enter a contest or other promotional feature, we may ask for your name, address and E-mail address so we can administer the contest and notify winners.

· We also monitor customer traffic patterns and site usage to help us develop the design and layout of the store.

· We may also use the information we collect to occasionally notify you about important functionality changes to the Web site, new Pet-Supermarket services and special offers we think you'll find valuable. If you would rather not receive this information, you may opt out by sending an E-mail to remove@Pet-Supermarket.co.uk or by ticking the checkbox when you make your purchase.

· Pet-Supermarket does not disclose buyer's information to third parties under any circumstances.

· Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item.

· We only hold records for as long as it is needed for the purpose it was collected. You can request us to disclose all details held about you at any time, and for us to delete these records.

How does Pet-Supermarket protect customer information?

When you place orders, we offer the use of our secure servers. The secure server software (SSL) encrypts all information you input before it is sent to us. The pages were you enter your credit/debit card details are provided by a third party bank called Protx who also use (SSL).

Furthermore, as required by the UK Data Protection Legislation, we follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you.

What about "cookies"?

Cookies are small pieces of information that are stored by your browser on your computer's hard drive. Our cookies do not contain any personally identifying information, but they do enable us to provide features such as to store items in your Shopping Basket between visits.
Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that.

Will Pet-Supermarket disclose the information it collects to outside parties?

Pet-Supermarket does not disclose buyer's information to third parties under any circumstances.

In summary

We are committed to protecting your privacy. We use the information we collect on the site to make shopping at Pet-Supermarket possible and to enhance your overall shopping experience. We do not sell trade or rent your personal information to others.

Your consent

By using our Web site, you consent to the collection and use of this information by Pet-Supermarket. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it.

Tell us what you think

Pet-Supermarket welcomes your questions and comments about privacy. Please send e-mail's to dataprotection@Pet-Supermarket.co.uk

If you are worried about placing your order online then please call us on 0870 626 0219 and we will take your order over the telephone.

Here at Pet-Supermarket we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy. We have made our terms crystal clear and our charges transparent to avoid any nasty surprises. We have split our returns policy up to make it transparent as to how your order will be handled should you not be 100% satisfied with your purchase.

Return Address ; To return an item, please enclose a note giving the reason for the return along with your order number, wrap the package securely and send the package to the address below.

Pet-Supermarket
54A Aidan Court
Bede Industrial Estate
Jarrow
Tyne & Wear
NE32 3EF

For your protection we recommend that you use a recorded-delivery service when returning your item back to us as we are not liable for any loss or damage whilst in transit.

Legal Stuff

Should any item be returned back to us in a condition which we deem has been used we will be unable to accept your request to cancel unless the item is faulty. Please ensure that the item is returned back to us in a unused condition.

You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for services carried out by us (for example, postage and packing, labour etc.) unless the goods concerned are faulty, damaged or not the item ordered.

We regret that we cannot accept cancellations of contracts for the purchase of food items, perishable goods or veterinary medicines unless they arrive damaged, faulty or not the item ordered once they have been signed for in case they have been tampered with.

This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our terms and conditions. You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

What happens if something is missing from my order?

From time to time items may have been excluded from your delivery as we have either had to follow the item on at a later date or refund you for the value of the item due to a stock problem. We will notify you of this on your delivery invoice.

Should an item be missing from your order and no information is present we will ask you to complete our simple online claims form which will enable us to start the process of rectifying your error. Once we have investigated the cause behind the problem, we will then arrange for the item to be sent to you as soon as possible or you will have the option to be refunded for the value of the missing item.

What happens if I receive Damaged Goods or an Incorrect Item?

If any item(s) of your order are damaged or not the item ordered we will arrange to replace or refund the item(s), providing you notified us on 0870 626 0219 within 7 days of the date your order was delivered to you (Juwel aquarium terms are different and are set out below)

We will ask you to complete our simple online claims form which will enable us to start the process of rectifying your error.

Before we can replace or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.

If you would like to receive a refund for the item returned, you may be charged for the cost of the original outward postage if you received free delivery and the return of the item you wish to have refunded brings your order value below our £39 free delivery limit. On this basis you will be charged the delivery fee that would have been due at the time you placed your order.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not damaged or incorrect within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions below.

What happens if I want to exchange a product?

To Exchange a product;
If upon receiving your order, you are dissatisfied for any reason whatsoever, please return your order in it's original condition along with a note explaining the reason for return and your request for the new product you would like exchanged. It is that simple! Your card will be charged/refunded any difference in cost plus £4.99 for postage and packing of your replacement.

You will be responsible for the cost of returning the item and our postage and packing charge of £4.99 of your replacement.

What happens if I want to return something for a refund?

If upon receiving your order, you are dissatisfied with any item for any reason whatsoever, please return it back to us in it's original condition It is that simple! We will reimburse you for the value of the item, less our costs of delivering the item to you. Please ensure that the item is returned back to us in it's original condition unless faulty within 7 days of the date the item is delivered to you. You may be charged for the cost of postage if you received free delivery and the return of the item you wish to have refunded brings your order value below our £39 free delivery limit. On this basis you will be charged the delivery fee that would have been due at the time you placed your order.

You will be responsible for the cost of returning the item.

What happens if I want to cancel my entire order?

In the unlikely event you would wish to return a full order back to us and you received free delivery, we reserve the right to recover the cost of the outward carriage. This will be charged at £4.95 for small packages and £8 per parcel.

Should your order be returned back to us by our courier due to a refusal to accept the goods, non delivery caused by the incorrect address being given, or non collection of your goods from our courier we will recover our costs in the return of your order which will be charged at £10 per parcel.

Should you wish for us to collect the goods Pet-Supermarket reserves the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer which is currently £10 per parcel.

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

You will be responsible for the cost of returning the item and the true cost of us sending the order to you initially.

What happens if my product develops a fault?

Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow.

We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to firstly validate the fault exists and then decide on the best course of action;

I have had the product for less than 14 days?

Should your item develop an inherent fault within 14 days then please in the first instance refer to the manufacturers warranty where applicable, or you may wish to contact our customer service team on 0870 626 02 19 and we will arrange for a repair or replacement to be carried out at no cost to you. You will only be entitled to a full refund if you return the product within 14 days from the date your goods were delivered.

Before we can replace, repair or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.

If you would like to receive a refund for the item returned, you may be charged for the cost of the original outward postage if you received free delivery and the return of the item you wish to have refunded brings your order value below our £39 free delivery limit. On this basis you will be charged the delivery fee that would have been due at the time you placed your order.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not faulty within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions above.

I have had the product for more than 14 days?

If you have had the product for more than 14 days you will be liable for the cost of returning the product back for inspection. Should the item be shown to not have any fault we will charge our costs for the postage and packing of your goods back to you. Should your item develop an inherent fault after 6 months and it does not come with a manufacturer warranty then it is for you the consumer to prove that the fault exhibited itself within the first 6 months. We can not provide redress where the goods have been accidentally damaged, misused or where you have tried your own repair. For details of any guarantee that may be provided by the manufacturer in addition to your statutory legal rights please contact our customer service team on 0870 626 02 19. Some products come with a one or two year guarantee whilst others have no free guarantee other than those which you are legally entitled to under the sale of goods act. Goods cannot always be expected to work fault free. They can break down through normal use. Consumers cannot, therefore, expect to hold us responsible for fair wear and tear. There needs to be a fault that was present on the day of sale even though it only became apparent later on.

You will be responsible for the cost of returning the item however we will send the replacement or repaired or replacement item back to you free of charge

On rare occasions where a replacement or repair may not be in your best interests we may agree to offering you an alternative product of equal value or a credit voucher for the value of the goods, at the discretion of the management.

What are my rights when I buy a Juwel Tank?

Due to the value of Juwel aquariums and the high delivery charges we pay our courier we find the need to have separate terms and conditions when you purchase one from our store.

We would urge all of our customers who purchase a glass aquarium to inspect the goods on the day of delivery or within a reasonable time and notify us at once of any faults or damage as soon as possible as we are only insured if we are notified within 24 hours.

Damaged Delivery or Incorrect Item Received

If you find that the aquarium or cabinet is damaged or not the item ordered and you notified us within 24 hours we will arrange to replace or refund the item(s) once we have had the opportunity to inspect the product we will either refund or replace the item. We will be unable to replace or refund any product until we have had the opportunity to inspect the goods.

We will ask you to complete our simple online claims form which will enable us to start the process of rectifying your error.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not damaged or incorrect within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions above.

Faulty Aquariums & Cabinets

Juwel aquariums, cabinets and their respective components come complete with a 2 year manufacturers warranty. Should you believe that any Juwel item has developed a fault we ask that you follow the following procedure. Firstly you must notify our customer service department on 0870 626 02 19 who will arrange for the collection of the faulty tank or cabinet.

We will then arrange for the item to be returned back to Juwel for inspection. We are unable to replace or repair anything under any circumstances until Juwel have inspected the faulty item and authorised either a repair or replacement on your tank.

Only once Juwel have finished their inspection of your tank or cabinet and have confirmed it is faulty, will we be able to offer you a Replacement or Repair.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods if they are faulty. However we will be unable to accept the return of any items not damaged or incorrect within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions above.

Should Juwel not be able to identify any fault we will recover our costs in collecting and delivering the tank back to you which will be charged at £120. We will be unable to arrange the return of your tank until this payment has been made.