Shipping policy

At The Pets Pantry, we are committed to providing a reliable, transparent, and efficient shipping experience. Every order is carefully checked and prepared to ensure safe and timely delivery across the United Kingdom.

1. Shipping Rates & Service Area

We currently ship within the United Kingdom only.

Free Standard Delivery
Available on all orders over £50.00

Flat Rate Delivery
A delivery fee of £4.99 applies to orders under £50.00

No Hidden Fees
We do not charge handling or unexpected processing fees. Any applicable taxes are calculated at checkout based on your delivery address.

2. Local Collection

Customers may choose local collection at checkout.

Collection Address:
10, The Row, New Ash Green, Longfield DA3 8JB, United Kingdom

Availability
Orders are usually ready for collection within 2 to 4 hours during business hours

Notification
You will receive an Order Ready for Collection email once your order is prepared. Please bring your order confirmation and a valid ID when collecting your order.

3. Order Processing & Cut-Off Time

We operate Monday to Friday to ensure efficient order processing.

Customer Service Hours (GMT UTC+0):
Monday to Friday: 9:00 AM – 5:00 PM

Order Cut-Off Time:
5:00 PM (GMT UTC+0)

Handling Time:
0 to 1 working day

Orders placed before 5:00 PM are usually dispatched by the next working day.
Orders placed after the cut-off time, on weekends, or on public holidays will be processed on the next working day.

4. Delivery Estimates

Once your order has been handed to our courier partners:

Transit Time: 2 to 4 working days
Estimated Delivery Time: 2 to 5 working days

Delivery times may vary during busy periods or due to courier delays beyond our control.

5. Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email that includes:

Your tracking number
A link to track your delivery

Tracking information usually becomes active within 24 hours.

6. Address Accuracy & Delivery Issues

Incorrect Address
Please ensure all delivery details are correct at checkout. If a parcel is returned due to an incorrect address, additional delivery charges may apply for redelivery.

Damaged Items
If your item arrives damaged, please contact us within 3 days of delivery at:
support@thepets-pantry.com
Please include clear photos of the damaged product and packaging.