FAQs
Welcome to the Pet-Pantry FAQs. Here you can find answers to common questions about our products, orders, payments, shipping, returns, refunds, and customer support.
Q1. What is Pet-Pantry?
A: Pet-Pantry is a UK-based online pet store offering a selection of everyday products for dogs and cats.
Q2. What products do you sell?
A: Our current product collections include:
- Dog Essentials
- Cat Essentials
- Pet Toys
- Pet Bowls & Feeders
Product availability may change from time to time.
Q3. Where do you deliver?
A: We currently deliver within the United Kingdom only.
International shipping is not currently available through our standard checkout.
Q4. How much does shipping cost?
A: We charge a £14.99 flat-rate UK shipping fee on orders.
The applicable shipping charge will be displayed during checkout.
Q5. How long does order processing take?
A: Orders are normally processed within 0–1 business day.
Business days are Monday to Friday, excluding public holidays.
Q6. What is your estimated delivery time?
A: Our estimated delivery timeframe is:
Processing: 0–1 business day
Transit: 2–4 business days
Estimated Total: 2–5 business days
Delivery times are estimates and may occasionally be affected by carrier delays, weather, public holidays, or other circumstances outside our reasonable control.
Q7. What is your order cut-off time?
A: Our daily order cut-off time is 5:00 PM (GMT UTC+0).
Orders placed after the cut-off time may begin processing on the next applicable business day.
Q8. Can I track my order?
A: Where tracking is available, you may receive a shipping confirmation email containing your tracking number or tracking link after your order has been dispatched.
Q9. What payment methods do you accept?
A: Pet-Pantry currently accepts:
- Visa
- Mastercard
- American Express
- Discover
- JCB
- Diners Club
- Visa Electron
- Maestro
Available payment methods will be shown during checkout.
Q10. What currency do you accept?
A: Our website prices and payments are processed in British Pounds Sterling (GBP / £).
Q11. Is payment secure?
A: Payments are processed through secure payment systems available through our online checkout.
For your security, never send your full card number, PIN, or card security code by email.
Q12. What is your return period?
A: We offer a 30-day return window from the date of delivery for eligible products.
Returned items should meet the conditions stated in our Return & Refund Policy.
Q13. Who pays for return shipping?
A: Customers are generally responsible for return shipping costs for eligible change-of-mind returns.
If an item is damaged, defective, or incorrect, please contact us so we can review the issue.
Q14. Do you charge a restocking fee?
A: No. Pet-Pantry does not charge a restocking fee.
Q15. How long do refunds take?
A: Once a returned item has been received, inspected, and approved, we aim to process the refund within 10 business days.
Your bank or payment provider may require additional time for the funds to appear in your account.
Q16. How will I receive my refund?
A: Approved refunds are normally issued to the original payment method used for the order.
Q17. Do you offer exchanges?
A: We currently do not offer direct exchanges.
If an eligible product needs to be replaced, you may return the original item according to our Return & Refund Policy and place a new order separately.
Q18. Can I cancel or change my order?
A: Please contact us as soon as possible if you need to cancel or change an order.
Once an order has been processed, packed, or dispatched, we may no longer be able to modify or cancel it.
Q19. What should I do if my item arrives damaged or incorrect?
A: Please contact us as soon as reasonably possible and provide:
- Your order number
- Product name
- Details of the issue
- Clear photographs where applicable
We will review the matter and provide appropriate assistance.
Q20. What should I do if tracking says delivered but I cannot find my package?
A: Please first:
- Check around the delivery location
- Check with household members
- Check with neighbours where appropriate
- Review any delivery photographs or carrier updates
- Contact the delivery carrier where relevant
If you still cannot locate your order, contact Pet-Pantry with your order number and tracking information.
Q21. How can I contact Pet-Pantry?
A: You can contact us using the following details:
Business Name: Pet-Pantry
Business Address: 12 Market Pl, Market Deeping, Peterborough PE6 8DL, United Kingdom
Business Phone: +44 1778 348666
Business Email: support@petpantry.com
Q22. What are your customer service hours?
A: Our customer service hours are:
Monday – Friday
9:00 AM – 5:00 PM
GMT UTC+0
Messages received outside these hours may be reviewed on the next applicable business day.