Shipping policy

Last Updated: 11 September 2026

Welcome to The Pets Pantry. This Shipping Policy explains how we process, prepare, and deliver orders placed through our website. We aim to provide a clear, reliable, and straightforward shipping experience for our customers.

By placing an order with The Pets Pantry, you acknowledge and agree to the terms outlined in this policy.

1. Order Processing Time

Orders are normally processed within:

  • Processing Time: 1–2 business days
  • Orders are processed Monday through Friday.
  • Orders are generally not processed on weekends or UK bank holidays.
  • Once an order has been processed, it will be prepared for dispatch and handed to the applicable shipping carrier.

Processing times are estimates and may be longer during peak periods, holidays, or circumstances outside our reasonable control.

2. Order Cut-Off Time

Our standard daily order cut-off time is:

5:00 PM UK Time (GMT/BST, as applicable)

  • Orders placed before 5:00 PM will generally begin processing on the same business day.
  • Orders placed after 5:00 PM will generally begin processing on the next business day.
  • Orders placed on weekends or UK bank holidays will generally begin processing on the next available business day.

3. Shipping Costs

We offer a simple and transparent standard shipping structure for eligible orders within the United Kingdom.

Orders of £150.00 GBP or More

FREE STANDARD SHIPPING

Orders with a merchandise subtotal of £150.00 GBP or more qualify for free standard shipping.

Orders Under £150.00 GBP

£4.99 GBP FLAT-RATE STANDARD SHIPPING

Orders with a merchandise subtotal below £150.00 GBP are subject to a flat standard shipping charge of £4.99 GBP.

The applicable shipping charge will be displayed at checkout before payment is completed.

We do not intentionally apply hidden shipping charges.

4. Transit Time

After your order has been processed and handed over to the shipping carrier:

Estimated Transit Time: 2–3 Business Days

Transit time begins once the order has been dispatched.

Delivery times may vary depending on the delivery destination, carrier operations, weather conditions, UK bank holidays, seasonal demand, transportation disruptions, or other circumstances outside our reasonable control.

5. Estimated Total Delivery Time

The estimated total delivery timeframe is:

  • Processing Time: 1–2 business days
  • Transit Time: 2–3 business days
  • Estimated Total Delivery Time: 3–5 business days

These timeframes are estimates and are not guaranteed delivery dates unless expressly stated otherwise.

6. Shipping Confirmation & Tracking

Once your order has been dispatched:

  • You may receive a shipping confirmation email.
  • Tracking information will be provided where tracking is available.
  • You can use the tracking details to monitor your shipment.
  • Tracking information may take some time to become active after the carrier receives the package.

If tracking information does not appear immediately, please allow reasonable time for the carrier's system to update.

7. Shipping Address Responsibility

Customers are responsible for providing accurate and complete delivery information during checkout.

Please ensure that your:

  • Full name
  • Street address
  • Flat, apartment, building, suite, or unit number, where applicable
  • Town or city
  • Postcode
  • Contact information

are accurate and complete.

Incorrect or incomplete information may result in:

  • Delivery delays
  • Failed delivery attempts
  • Returned shipments
  • Additional shipping or redirection costs, where applicable

If you notice an address error after placing an order, please contact The Pets Pantry as soon as possible.

Once an order has been dispatched, we may be unable to change the delivery address.

8. Delivery Delays

We make reasonable efforts to process and dispatch orders within the timeframes stated in this policy.

However, delays may occasionally occur because of:

  • Shipping carrier delays
  • Severe weather
  • Natural disasters
  • High order volumes
  • UK bank holidays
  • Transportation disruptions
  • Carrier operational issues
  • Other circumstances beyond our reasonable control

Where applicable, we will provide reasonable assistance regarding significant delivery delays.

9. Lost or Missing Packages

If tracking information shows that your package has been delivered but you cannot locate it, we recommend that you:

  1. Check around the delivery location.
  2. Check with other household members.
  3. Check with neighbours where appropriate.
  4. Review any delivery information provided by the carrier.
  5. Contact the shipping carrier.
  6. Contact The Pets Pantry if you still require assistance.

If a package appears to have been lost before confirmed delivery, please contact us so we can review the available shipping information and provide reasonable assistance.

10. Failed Delivery Attempts

A delivery may fail because of:

  • Incorrect or incomplete address information
  • The recipient being unavailable
  • Failure to respond to the carrier
  • Failure to collect the package where collection is required
  • Carrier delivery restrictions

Depending on the circumstances, the carrier may:

  • Attempt redelivery
  • Hold the package at a collection or pickup location
  • Return the package to the sender
  • Handle the package according to its applicable delivery procedures

If reshipping is required because of incorrect information or circumstances attributable to the customer, an additional shipping charge may apply where permitted by applicable law.

11. Domestic Shipping

The Pets Pantry currently ships to eligible delivery addresses within the United Kingdom.

Shipping Destination: United Kingdom Only

Shipping availability may vary for certain destinations depending on carrier service availability.

12. International Shipping

The Pets Pantry currently does not offer international shipping.

Orders are currently limited to eligible delivery addresses within the United Kingdom.

13. Order Changes & Cancellations

If you need to change or cancel an order:

  • Contact us as soon as possible.
  • Orders may generally only be changed or cancelled before processing or dispatch.
  • Once an order has been processed or shipped, changes or cancellations may no longer be possible.
  • If your order has already been dispatched, you may need to wait for delivery and then follow our applicable Return & Refund Policy.

Nothing in this section limits any cancellation or consumer rights available under applicable law.

14. Shipping Restrictions

Certain products or delivery destinations may be subject to carrier restrictions or other shipping limitations.

If we are unable to ship an order to the delivery address provided, we will contact the customer regarding the available options.

15. Contact Information

For questions regarding shipping, delivery, tracking, or an order, please contact us:

Trade Name: The Pets Pantry
Legal Company Name: The Pet Pantry Limited
Company Number: 08109353
Email: support@thepets-pantry.com
Phone: +44 1384 257725
Business Address: 30 Churchill Shopping Centre, Dudley DY2 7BJ, United Kingdom

Important Shipping Information

  • FREE STANDARD SHIPPING: Orders of £150.00 GBP or more
  • FLAT-RATE STANDARD SHIPPING: £4.99 GBP for orders under £150.00 GBP
  • Processing Time: 1–2 business days
  • Transit Time: 2–3 business days
  • Estimated Total Delivery Time: 3–5 business days
  • Order Cut-Off Time: 5:00 PM UK Time (GMT/BST, as applicable)
  • Shipping Destination: United Kingdom only
  • International Shipping: Not currently available
  • Delivery timeframes are estimates and are not guaranteed unless expressly stated otherwise.
  • Processing and transit times may be longer during bank holidays, peak periods, severe weather, or carrier disruptions.
  • Customers should carefully verify their delivery information before completing an order.