Frequently Asked Questions (FAQs)

Welcome to our FAQ page. Here you will find answers to the most common questions regarding shipping, orders, returns, and payments. If you need any further assistance, please don’t hesitate to reach out to our team at support@marypuppinspetpantry.uk.

🚚 Shipping & Delivery

Do you ship internationally?

No. Currently, we only ship orders to addresses within the United Kingdom.

How much does shipping cost?

We keep our shipping simple and transparent. We offer a fixed, flat-rate delivery fee of £4.99 on all orders across the UK. There are no hidden fees or surprise charges at checkout.

What are your order processing and transit times?

  • Order Handling Time: 0 to 1 business day (Monday to Friday).
  • Transit Time: 2 to 4 business days (Monday to Friday).
  • Total Estimated Delivery Time: 2 to 5 business days from the moment you place your order.

How can I track my package?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number. You can use this number on our Track Your Order page to follow your shipment’s journey in real time. Please allow 24–48 hours for the tracking information to update in the carrier’s system.

💳 Payments & Security

What payment methods do you accept?

We accept secure payments from all major credit and debit cards (Visa, MasterCard, American Express) processed safely through Stripe.

Is my payment information safe?

Yes, absolutely. Our website utilizes standard Secure Sockets Layer (SSL) encryption to protect your data. Your full credit card details are processed directly by our secure payment provider and are never stored on our servers.

📦 Returns & Refunds

What is your return policy window?

We offer a 30-day return window. You have 30 days from the date you receive your item to request a return. To be eligible, your item must be unused, in the same condition that you received it, and in its original packaging.

How do I start a return?

To initiate a return, please email us directly at support@marypuppinspetpantry.uk with your order number and the reason for the return. We will provide you with the appropriate return instructions and return address.

How long do refunds take to process?

Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be automatically processed and credited back to your original payment method within 7 business days.

✉️ Customer Support

How can I contact Pet Pantry?

We are always here to help! You can reach our customer support team via:

  • Email: support@marypuppinspetpantry.uk
  • Physical Address: 8 High St, Market Deeping, Peterborough, PE6 8DL, United Kingdom
  • We aim to respond to all email inquiries within 24 hours on business days.