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Frequently Asked Questions

We realise shopping online can be frustrating at times so we’ve tried to think of all the possible issues you might face and provide you with the answers below.

I want to know about the status of an order I have placed?

I have a question about delivery?

I have a question about product?

I have a question about placing an order?

I have a question about my account?

I have a question about payment & vouchers?

I have a question about returns & refunds?

Repeat orders

I want to know more about Pet Supermarket?

My query is not answered by any of the FAQ's. What can I do?

If none of your questions have been answered please call our Customer Service team on 0203 675 0786 (8am - 6pm Mon- Fri)

 


 

I want to know about the status of an order I have placed?

When will my order arrive?

Please check the delivery date within your email before contacting our customer services.

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 contact our customer service department.

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Viewing my Order Status?

Using your account you can see the current status of your order. If your order has been dispatched and has not arrived within the expected time period as stated within your order confirmation email, then please contact our customer service department.

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Tracking my Order?

PET SUPERMARKET will email you once your order has been dispatched informing you of the method of delivery. Smaller orders will be sent via Hermes and larger orders will be sent via Yodel or DPD depending on the service chosen.

A tracking link for the chosen courier will be sent to you once your order has been dispatched. Clicking the tracking link provided will take you to the courier's website; here you will be able to follow your parcel's journey.

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Why does my tracking number not work?

Once your order is sent out from our warehouse, please allow 24 hours for the tracking number to have been logged in our couriers tracking system.

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I have ordered but I still haven’t received the “Your order has been sent” email, why?

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. Please be aware that some orders can take up to 48hrs to be dispatched.

First and foremost, please double check that this email has not arrived in your spam folder. To avoid this happening, we recommend you add [email protected] to your contacts. We dispatch our orders from Monday to Friday so if your order was placed between Friday evening and Sunday, it will be processed the following working day.

Using your account you can see the current status of your order. If your order has been dispatched you will shortly receive your confirmation email which are sent at 11pm each day.

If your order is showing as processing this means it is still awaiting shipment. This could be because the products are not in stock and therefore we cannot dispatch your order. You will get an email from us informing you so please check your emails for an email of this type.

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If none of the above apply to your order and you have no contact from us whatsoever, then please contact our Customer Service on 0203 675 0786(8am - 6pm Mon- Fri)

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I have a question about delivery?

How much does delivery cost?

For a full list of our delivery options and pricing please see our shipping page.

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When will my delivery be dispatched?

Your delivery will be dispatched as soon as the warehouse has picked and packed your order. This typically happens within 48 hours and you will receive an email to confirm your order has been dispatched. Please allow up to 72 hours to receive your dispatch email.

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How long does delivery take?

Delivery time of purchased products depends on your location and designated shipping method selected when you placed your order. You can check your order confirmation email for an indication of when your order will be due for delivery. Orders are processed Monday to Friday only.

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What do i do if my delivery has not arrived after the specified time?

You can use the tracking number received in the dispatch confirmation on the chosen courier's website, this will give you detailed information on your parcels journery.

If you're unable to gain infomation on your parcels whereabouts from here, please contact our Customer Service team on 0203 675 0786 (8am - 6pm Mon- Fri) before contacting the courier directly.

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Where do you deliver?

We currently deliver to UK mainland and Northern Ireland. Unfortunately we do not permit delivery to the Channel Islands currently.

Please visit our shipping page for more info on our delivery options.

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Which carrier will deliver my goods?

Orders weighing less than 15kg will be delivered via Hermes unless Premium DPD or Local pickup has been chosen. Orders weighing over 15kg will be delivered via Yodel again unless chosen otherwise. Items requiring special handling for example hazardous items such as sprays must always go with Yodel or fish tanks etc by a pallet courier service.

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Can I book a delivery slot?

We currently do not offer timed delivery slots. However our couriers will keep you up to date on the status of your delivery via email. If you select our DPD premium service, you will receive a 1 hour delivery slot and the option to make any changes to your delivery if required. This includes rescheduling or leaving delivery instructions.

 

Do I need to be in to sign for my delivery?

Yes. If a signature was not possible, you will be left a calling card. Our couriers will automatically reattempt delivery twice.

If the item is small enough and does not require a signature, it will be simply posted through your letterbox.

You can of course contact our customer service team on 0203 675 0786(8am - 6pm Mon- Fri) over any delivery issues and we will endeavour to get them resolved.

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My special instructions were not followed?

We will ensure your instructions are passed onto the courier in every case, however please be aware that our contract with Yodel and Hermes requires proof of delivery. This means a signature should be present, therefore any special instructions will be followed at the driver's discretion.

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Only part of my order has arrived?

Please bear in mind if you have ordered more than one item, your products may be sent out from multiple locations or multiple parcels may have been required that then became separated during processing with our carriers and therefore may arrive separately.

Please wait the full delivery period and then, if the remainder of your order has still not arrived, please contact our customer service team on 0203 675 0786 (8am - 6pm Mon- Fri)

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Will I receive a text or call to let me know my delivery is on its way?

If your order is delivered by DPD you will receive a text message on the day of delivery, stating the time your parcel is likely to be delivered. Hermes and Yodel will notify you via email.

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How long do I have to wait without receiving my goods before you can resend my order?

If your order has been sent by Courier then this should never happen but if it is not with you in 2-3 working days after the date you had your “shipped” email then please contact us and we can look in to this for you.

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I have a question about a product?

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...

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Learning More about Products

If you would like more information about a product you see on www.pet-supermarket.co.uk, simply click on the product image or the more info button. This will take you to a Product Detail page that provides a complete product description.

VMD Product Information Database: The Veterinary Medicines Directorate (VMD) provides a product information database which details all veterinary medicinal products currently authorised in the UK together with a list of suspended and recently expired products. Homeopathic products and Specified Feed Additives are also listed. Click to view the VMD's latest “Summary of Product Characteristics” for all licensed veterinary medicines.

In the event of an adverse reaction to an animal medicine, click to submit a report directly to the VMD.

If you can't find the information or product you're looking for on the website, feel free to contact our Customer Care Team on 0203 675 0786 (8am-6pm Mon-Fri), they'll be able to help or direct you to our registered SQPs.

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How do I review your products?

To leave a product review please use the following steps, you do not need to log in or be a member of the Pet Supermarket® website to leave product reviews.

  1. Locate the product you would like to review. You can do this by either using our search bar (located at the top of the page) or browse our website.
  2. Select the review tab, located next to the product information.
  3. If the product has previously been reviewed you should now see other user's thoughts. Click 'write a review'; the form will now appear for you to fill in. Enter your product rating, nickname for yourself, email address, the title of your review, and the review itself to let us know what you think (good or not so good!). If you're sure there aren't any mistakes, submit the review
  4. If you have successfully entered your review you should see a confirmation message

Your review will be posted on the Pet Supermarket® site, typically within 48 hours. You'll be able to see the review on the product page at Pet Supermarket® once approved by our moderator.

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Viewing Product Availability

The availability of a product is clearly noted on the Product Detail page as In Stock in which case you can add to your basket, Due in 3-6 days in which case you can click on the button and request an email when it is back in stock, or, No Longer Available which are discontinued products.

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What do I do if the product I want is out of stock?

We receive deliveries into our warehouse 5 days a week. Unless there is a supply problem with the product you require it should not remain out of stock for more than a few days. If an item is showing as due in 3-6 days you can click on the button and request to be sent an email once this is booked back in to stock.

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Do I need a prescription to buy prescription pet food?

No although we do recommend feeding these products only upon the advice provided by a vet.

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I cannot find the product I am looking for?

Try using our search box at the top of the page;

  • Check the spelling of your search term
  • Try broadening your search terms. For example, try bone instead of Toy bone.
  • Do not use quotation marks or the words AND, OR, &, NOT.
  • Try different keywords

If you are unable to find exactly what you require please contact our Customer Service team on 0203 675 0786(8am - 6pm Mon- Fri) and we will be happy to help

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I have a question about placing an order?

Is your website secure and how do I know?

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 bottom left 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 0203 675 0786(8am - 6pm Mon- Fri, calls are charged at 10p minute) More...

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Can I order over the phone?

Yes at no additional charge by calling us on 0203 675 0786 (8am - 6pm Mon- Fri, calls are charged at 10p minute)

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Adding Products to Your Shopping Cart

To add products to your Shopping Cart, simply click on the product image or the more info button, and click on the add to basket button. More...

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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 0203 675 0786(8am - 6pm Mon- Fri) Please click here for step by step instructions on ordering online.

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I have a question about my account?

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 at the top right of every page, enter your email address and click on the 'forgot password' link. This will automatically send you an email giving you the relevant information to log in and place your order. We are unable to provide customers with passwords via our customer service department over the phone; however they will be able to arrange for an email to be sent containing your password. More...

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How do I register?

You can register with Pet Supermarket® at any time by either placing an order or you can LOGIN using the link 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.

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How do I change my email address?

Your email address that is registered with your account is how we identify customers. Should you need to change this you will have to contact our Customer Service team using our online form or call our Customer Service team on 0203 675 0786(8am - 6pm Mon- Fri).

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Why should I register with Pet Supermarket?

You will need to create an account before you can place an order. After creating this account, you will easily be able to check your order history, access all your personal details and place a new order with only a few clicks!

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Do I need to register to place an order?

Yes, however registration is easy and can be done whilst you checkout.

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How do I log in to my account?

From the front page, simply click on the "sign in" link at the top right corner. In the left field (account login), enter your email address and password and click "sign in". Once you are signed in, you can click on "my account" in the top right of the screen

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What is my login?

Your Login is the email address that you provided to us when you registered with Pet Supermarket. It's usually your main email address. If you have more than one email addresses, try them all. If you really can't remember which email address it was, contact our Customer Service team on 0203 675 0786 and we will do our best to find and send you your username as soon as possible.

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How can I change my password?

Simply click on LOGIN at the top right of every page, and then click on the button to edit your details. Here you will be able to change your password, before clicking on the edit details button on the bottom of the page.

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I can't login?

If you are unable to login, first request a reminder of your password using the email address when you created your account. It's usually your main email address. If you have more than one email addresses, try them all. If you really can't remember which email address it was, contact our Customer Service on 0203 675 0786 and we will do our best to find and send you your username as soon as possible.

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I would like to modify my address?

Simply click on LOGIN at the top right of every page, and then click on the button to edit your details. Here you will be able to change your address details, before clicking on the edit details button on the bottom of the page.

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How can I refer a friend?

You can easily do this by accessing “your account and clicking on the recommend friends tab.

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I have a question about payment & vouchers?

What methods of payment do you accept?

There are a few payment options available to you when placing an order with us. The most common are listed below:

By Visa or MasterCard on our website
By PayPal
By any other type of major credit card (American Express / Maestro / Solo / Delta etc)

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. More...

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How do I use a coupon code?

It is easy.
Just shop normally by adding the products you want to your cart and when you’re ready to check out click on the “Checkout” button towards the top of the page to display the details of your shopping cart.

In your shopping cart, just enter your discount code in the space provided without spaces and in UPPERCASE. Then press the “Apply” button. The discount will be applied to the applicable product(s) and the new price will be displayed. You can now continue the checkout.

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How do I use a voucher?

From time to time we may issue you with a voucher. These can be used on any order and no minimum spend limits will apply. You redeem your credit note by following the instructions given with the voucher. Vouchers must be re-deemed within 2 months of issue.

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Why has my payment been rejected?

Firstly, please ensure that all the information you are entering is correct. You have entered the correct expiry date and CVV number. We also use Visa and MasterCard’s identity verification as part of our payment process so all cards signed up to this scheme must pass this step and customers must provide their password before we are able to accept payment. This functionality provides greater fraud protection to you and us. Please ensure you follow this step for your payment and order to be accepted.

If you encounter any difficulty to complete your order, please don’t hesitate to call us on 0203 675 0786 (8am - 6pm Mon- Fri) so we can take your order over the phone.

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Is the payment secure on your site?

Absolutely! 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 bottom left 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 0203 675 0786(8am - 6pm Mon- Fri)

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Can I pay over the phone?

You can of course pay for your order over the phone. One of our customer care team will be glad to assist you in doing so. Please feel free to call us on 0203 675 0786 (8am - 6pm Mon- Fri), so we can take your order over the phone.

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I have a question about returns & refunds

What is your returns policy?

Here at Pet Supermarket® we want you to be delighted every time you shop with us, and for this reason we offer our free 14 day no quibble returns policy.

Returns should be in original, undamaged packaging. If any non defective product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

We are unable to accept part used returns of food, engraved ID tags, and damaged products (unless delivered damaged). We regret that we also cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us all we can do is dispose of it for you as it cannot be resold.

Please check our returns policy in full.

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Do I have to pay to return my online order?

No, there is no collection charge for large items, smaller items would have to be returned via the return address.

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How do I exchange a product?

If upon receiving your order, you are dissatisfied for any reason whatsoever, please return your order along with a note explaining the reason for return and your request for the new product you would like exchanged. It is that simple! Please ensure that the item is returned back to us within 14 days of the date the item is delivered to you.

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.

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Where do I send my returns?

Please firstly check our returns policy in full and then post back to:

Pet-Supermarket
c/o iForce,
Long Croft Rd,
Corby, UK
NN18 8EY

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What do I do if I receive a damaged or incorrect item?

If any item(s) of your order are damaged or not the item ordered, customers are to contact our customer service department within 14 days and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver's signature terminal. Please use our online form to contact us should you receive a damaged or incorrect item. Please photograph damages for our investigation.

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. Please contact us to arrange collection.

If you have accepted the parcel before realising it was damaged, or the parcel has been left in a safe place when you were not around to inspect it, then we ask you take a picture of the damaged items and contact us as soon as possible so we can take the necessary action and resend an item or refund you accordingly.

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.

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What do I do if I receive a defective product?

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 30 days?

Should your item develop an inherent fault within 30 days then please in the first instance refer to the manufacturer's warranty where applicable, or you may wish to contact our customer service team 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 30 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.

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 30 days?

If you have had the product for more than 30 days you will be liable for the cost of returning the product back for investigation. 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 cannot 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. Please use our online form to contact us.

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.

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How long does a refund take to process?

Delays may occur in the reception of a refund, depending on your bank. We will process a refund as soon as the goods are received back with us in the case of returns or as soon as we have seen photographic evidence in instances where goods are not to be returned. Refunds are normally processed by your Card issuing bank within 2 – 5 working days of us raising the refund but some banks require 30 days to process.

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How do I cancel or modify my order?

Once your order has been created and approved, you will only be able to modify it or cancel it if you contact us prior to the order being picked & packed. Please contact our Customer Service team using our online form or call our Customer Service team on 0203 675 0786(8am - 6pm Mon- Fri, calls are charged at 10p minute) and we will be happy to help

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Will you refund my original delivery charge if I return goods?

We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.

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Repeat Orders

What is a repeat order?

  • Never run out of your dog’s or cat’s favourite food, treats or medicines
  • Just choose how frequently you want your products delivered and we’ll automatically deliver them to you without you having to do anything
  • No ties - amend the frequency or cancel the delivery recurrence at any time (up to the next order despatch)

Once you set up a product as a repeat order, we will deliver it to you regularly. You choose the frequency (once per week to once per year) and we will place and deliver a new order for you with that frequency.

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How do I set up a repeat order?

You can choose to set up a repeat order when you are in the shopping cart. Just add the products that you want to purchase to the cart and, once you are on the shopping cart page, you will see a drop down menu for “Repeat Order”. It will initially be set to “No Repeat”. Click on the arrow and select the frequency with which you want the product to be delivered - you can choose different intervals between weekly and once every twelve months. Don’t worry, if you find that you want to amend the frequency at a later date, then you can change this in the “My Account” section of the website at any time.

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How do I pay for repeat orders?

Repeat orders are paid for by credit or debit card. Once you have placed your first order, we will securely save your credit or debit card details. This card will then be used to pay for future repeat orders. If you need to change your payment card, then please cancel the repeat order and set up a new repeat order for the same product using the new payment card. If payment for a repeat order fails, then our Customer Service team will contact you in order to let you know and to offer support.

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How can I amend or cancel my repeat orders?

You can view all your repeat orders in the “My Account” section of the website. Select “My Account” and choose “Repeat Orders”. This will then display all the repeat orders that you have set up. This area will show you the date upon which your next delivery will be despatched and the quantity that will be delivered. You can amend the date that the next delivery will be despatched by amending the frequency in the drop down box. If you wish to cancel your next order, then set the frequency to “No Repeat” and you will not receive any further deliveries. You can cancel the order in this way up until the day before the order is due to be despatched. If the order has already been despatched, then please contact our Customer Service team. If you wish to amend the quantity of items that are delivered, then please amend the quantity through that drop down box.

 

What price will I pay for repeat orders?

The price that you pay will be the price charged on our website at the time that the repeat order is placed. Orders over £29 will not incur any shipping fee; orders under £29 will have a delivery fee of £2.99 added to them as with all standard orders. You will be notified of the exact price that has been charged in your order confirmation email.

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Can I set up multiple repeat orders with different delivery frequencies?

Yes, you can set up repeat orders for as many different products as you like. These products can be ordered with different frequencies and we will despatch each product in line with your chosen frequency. Each product will be treated as a different order and will be despatched in separate parcels, even if the despatch date of both products is the same.

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How can I return a repeat order product?

Repeat orders can be returned in the same way that all other products are returned. To see details of our returns policy please click here.

 

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When will my repeat orders be delivered to me?

We place repeat orders using your chosen delivery method. Therefore the delivery time durations applying to your chosen delivery method will be applied to your order. For example, if you choose Next-Day Delivery, if we place your repeat order today, you will receive the ordered item next working day at your chosen delivery address.

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Will I get charged for delivery?

If the value of your repeat order is over £29, then there will be no delivery charge. If the value of the order is under £29, then you will be charged £2.99, in line with all orders under £29.

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What if I change address or I change payment cards?

At this point if your details change, then you will have to cancel your existing repeat order and set up a new repeat order with the updated details. In order to do this, please log in to “My Account”, select “Repeat Orders” and cancel the order. Then, set up a new repeat order through the “Repeat Orders” drop down box in your shopping cart. Watch out for future changes here. As we improve our repeat order proposition going forwards, we will work on improving the simplicity of making these changes.

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I want to know more about Pet Supermarket?

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 also have the option of free delivery with our super saver service (when you spend over £29). We guarantee that any product bought from Pet Supermarket® comes with our free 14 day no quibble returns, so you can shop in complete confidence at Pet Supermarket® More...

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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...

  • Free Super Saver delivery (when you spend over £29)
  • Thousands of top brands at guaranteed everyday low prices
  • Professionally trained staff who can provide you with expert advice

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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 and all of our products are purchased from UK suppliers. 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® comes with a 100% satisfaction guarantee with free 14 day no quibble returns, so you can shop in complete confidence at Pet Supermarket®

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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.

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