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?
- When will my order arrive
- Viewing my order status?
- Tracking my order?
- Why does my tracking number not work?
- I have ordered but I still haven't received the "Your order has been sent" email, why?
I have a question about delivery?
- How much does delivery cost?
- When will my order be dispatched?
- How long does delivery take?
- Calculating delivery time?
- What to do if my delivery has not arrived after the specified time?
- Where do you deliver?
- What carrier delivers your goods?
- Can you book a delivery slot?
- Do I need to be in to sign for a delivery?
- What is a ‘safe place’ in which to leave my delivery?
- My special instructions were not followed
- Only part of my order has arrived?
- Will I receive a text or call to inform me that delivery is on its way?
- How long do I have to wait without receiving my goods before you can resend my order?
I have a question about product?
- How do I find what I want?
- Learning more about products?
- How do I review your products?
- Viewing product availability?
- What do I do if the product I want is out of stock?
- Do I need a prescription to buy prescription pet food?
- I cannot find the product I am looking for?
I have a question about placing an order?
- Is your website secure and how do I know?
- Can I order over the phone?
- Adding products to your shopping cart?
- How do I place my order?
I have a question about my account?
- How do I find out my password?
- How do I register?
- How do I change my email address?
- Why should I register with Pet Supermarket?
- Do I need to register to place an order?
- How do I log in to my account?
- What is my login?
- How can I change my password?
- I can't login?
- I would like to modify my address?
- How can I refer a friend?
I have a question about payment & vouchers?
- What methods of payment do you accept?
- How do I use a coupon code?
- How do I use a voucher?
- Why has my payment been rejected?
- Is the payment secure on your site?
- Can I pay over the phone?
I have a question about returns & refunds?
- What is your returns policy?
- Do I have to pay to return my online order?
- How do I exchange a product?
- Where do I send my returns?
- What do I do if I receive a damaged or incorrect item?
- What do I do if I receive a defective product?
- How long does a refund take to process?
- How do I cancel or modify my order?
- Will you refund my original delivery charge if I return goods?
I want to know more about Pet Supermarket?
- Who is Pet-Supermarket®?
- Why shop at Pet-Supermarket®?
- How are your prices so low?
- How can i reduce the cost of caring for my pets?
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 - 5pm 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.
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.
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.
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.
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.
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 - 5pm Mon- Fri)
I have a question about delivery?
How much does delivery cost?
The shipping cost depends on the option you choose at the checkout when placing your order.
Standard Delivery | Delivered within 2-3 Working Days
- Orders Under £29 - £2.99
- VIP Orders Under £29 – £2.99
- Orders Over £29 - FREE!
- VIP Orders Over £29 – FREE!
Next Day Delivery | Delivered within 1 working day
- Orders Under £29 - £4.99
- VIP Orders Under £29 – £3.99
- Orders Over £29 - £2.99
- VIP Order Over £29 - £1.49
When will my order be dispatched?
The majority of our orders are dispatched within 24 hours (Monday – Friday). You can check the status of your order by logging into your account at any time (link to my account section).
Once your order is dispatched you will receive confirmation with the tracking details to use on the courier's website.
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.
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 journey.
If you're unable to gain information on your parcels whereabouts from here, please contact our Customer Service team on 0203 675 0786 (8am - 5pm Mon- Fri) before contacting the courier directly.
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.
Which carrier will deliver my goods?
Orders weighing less than 15kg will be delivered via Hermes unless 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.
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 you are not going to be home you’ll have an option to divert your parcel to a neighbour or local parcel shop.
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 - 5pm Mon- Fri) over any delivery issues and we will endeavour to get them resolved.
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 and if they deem your 'safe place' location to be suitable.
What is a ‘safe place’ in which to leave my delivery?
A safe place is a location where the courier can leave your parcel if you aren’t in. You can indicate this in the checkout process, or the driver might leave the package in a safe place if you aren’t at home to receive delivery if the signature is not required. The delivery driver will only leave your package if they consider the requested location to be safe.
If your package requires a signature, the driver will only leave your package with a neighbour, not at any other designated safe place.
The location should be:
- Dry (and protected from rain or flooding)
- Secure from public access
- Accessible to our courier
Examples of a safe place include:
- Porch with a door
- With a designated neighbour
Examples of places our courier might find unsafe include:
- Wheelie bin
- Door step
- Gardens, yards & patios
- Over gates or walls
- Under benches or plants
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 - 5pm Mon- Fri)
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.
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...
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-5pm Mon-Fri), they'll be able to help or direct you to our registered SQPs.
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.
- 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.
- Select the review tab, located next to the product information.
- 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
- 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.
Viewing Product Availability
The availability of a product is noted on the Product Detail page as In Stock, in which case you can add the required item to your basket. If an item is unavailable it will be marked as Out of Stock and you won't be able to add the item to your cart. You can use the Stock Alert tab to the right of the page to request a notification when the item is back in stock within our warehouse.
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.
You can set yourself a stock alert by selecting the tab on the right hand side of the page and you'll be notified via email once the product is booked into the warehouse.
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.
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 - 5pm Mon- Fri) and we will be happy to help
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 - 5pm Mon- Fri, calls are charged at 10p minute) More...
Can I order over the phone?
Yes at no additional charge by calling us on 0203 675 0786 (8am - 5pm Mon- Fri, calls are charged at 10p minute)
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...
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 - 5pm Mon- Fri) Please click here for step by step instructions on ordering online.
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...
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.
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 - 5pm Mon- Fri).
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!
Do I need to register to place an order?
Yes, however registration is easy and can be done whilst you checkout.
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
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.
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.
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.
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.
How can I refer a friend?
You can easily do this by accessing “your account and clicking on the recommend friends tab.
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 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...
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.
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 limit applies. Please be aware if the voucher brings you below the £29 delivery threshold you will incur a delivery charge. You can redeem your Goodwill Voucher at stage 3 of checkout once you've chosen your delivery method. Vouchers will expire after 60 days.
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 - 5pm Mon- Fri) so we can take your order over the phone.
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 - 5pm Mon- Fri)
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 - 5pm Mon- Fri), so we can take your order over the phone.
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.
Do I have to pay to return my online order?
We offer a free returns service through DPD. They can arrange a collection from a home address or alternatively they can collect from a local pick up point. If you'd like us to book this in for you please contact us on 0203 675 0786 (8am - 5pm Mon- Fri).
How do I exchange a product?
Unfortunately we don't offer exchanges. However if you're dissatisfied with any item in your order for any reason, please contact us on 0203 675 0786(8am - 5pm Mon- Fri) and we can arrange a free return. Please be aware all returns should be reported within 14 days of receiving the order.
Once the item has been received into the warehouse we can offer a refund or credit your account so the desired item can be purchased.
Where do I send my returns?
If you'd prefer to send the item back yourself rather than use the returns service mentioned above you can send directly to our warehouse, please see the address below:
Long Croft Road
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.
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.
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.
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 - 5pm Mon- Fri, calls are charged at 10p minute) and we will be happy to help
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.
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...
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
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®
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.