Shipping policy

At The Pet 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.

Free Standard Shipping

Available on all orders over £50.00

Flat Rate Shipping

A shipping 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 will be calculated at checkout based on your delivery address.


2. Free Local Pickup

Customers located near Henstead / Beccles may choose the Local Pickup option during checkout.

Pickup Location:

The Pet Pantry Unit 3, Henstead Arts & Craft Centre Toad Row, Henstead Beccles NR34 7LG 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 Pickup 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 quick and efficient order processing.

Customer Service Hours (GMT UTC +0)

Monday – Friday 9:00 AM – 5:00 PM

Order Cut‑Off Time

5:00 PM (GMT UTC +0)

Handling Time

0 to 1 Business Day

  • Orders placed before 5:00 PM are usually prepared and dispatched by the next business day.

  • Orders placed after the cut‑off time, on weekends, or on public holidays will be processed on the next business day.


4. Delivery Estimates

Once your order has been handed to our courier partners, the estimated delivery times are:

  • Transit Time: 2 to 4 Business Days

  • Total Estimated Delivery Time: 2 to 5 Business Days

Delivery times may vary during busy seasons or due to courier delays outside our control.


5. Tracking Your Order

After your order has been dispatched, you will receive a Shipping Confirmation Email containing:

  • Your tracking number

  • A link to follow your delivery

Tracking information usually becomes active within 24 hours.


6. Address Accuracy & Deliveries

Incorrect Address

Please ensure all delivery details are correct at checkout. If a parcel is returned due to an incorrect address, additional shipping charges may apply for resending the order.

Damaged Items

If your item arrives damaged, please contact us within 3 days of delivery at support@thepet-pantry.uk and include photos of the damaged product and packaging.


7. Contact Information

If you have any questions regarding your order or shipping, our support team is happy to assist you.

Store Name: The Pet Pantry

Company Name: THE PET PANTRY LIMITED

Company Number: 8109353

Business Address: 30 Churchill Shopping Centre, Dudley, DY2 7BJ, United Kingdom

Phone: +44 01384257725

Email: support@thepet-pantry.uk

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

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