Frequently Asked Questions

Website Store
Ordering Discounts
Delivery Returns


  • Is your website secure?

    Please click here to see our Privacy Policy for further details.

  • What do I do if the product I want is out of stock?

    If an item is out of stock please contact us via social media or the following number: 07948826881, we will do everything we can to get it in as soon as possible. Unless there is a supply problem with the product you require it should not remain out of stock for more than a few days, so please check back regularly.

  • Why can I not find all the store products online?

    We are currently reviewing our website range and looking to considerably increase what we sell online in the near future. In the meantime we have our most popular products from store on the website alongside some great online exclusives.

  • Why has my payment been rejected?

    We use Visa and Mastercard’s identity verification as part of our payment process so all cards signed up to this scheme must pass this step and customers must provide their password before we are able to accept payment. This functionality provides greater fraud protection for you and us. Please ensure you follow this step for your payment and order to be accepted.

    Accepted Payments - PayPal Logo
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  • Do your stores offer Home Delivery?

    We do not offer home delivery

  • How do I return items bought in store?

    Please return the item with your proof of purchase where we will be able to assist you. See our Returns and Refunds page for further details.

  • What are my local stores opening hours?

    Please visit our store locator section here

  • What are your refund, replacement and returns procedures for items bought in store?

    We offer a 100% satisfaction guarantee on all own brand products (this does not affect your statutory rights). See our Returns and Refunds page for further details.

  • What methods of payment are accepted in store?

    We accept cash or card payments in store. The following credit and debit cards are accepted:

    Delta; Visa; MasterCard; Maestro, Electron, Amex. We are unable to accept cheques as payment.

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    Currently we do not offer the facility to place orders over the phone, however we can talk you through the ordering process on line. Call us on 07948826881
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  • How is my discount calculated?

    Our discounts are shown during the checkout process. You can click into your basket at any time to see which discounts have been applied.

    If you are still unsure, please contact us on 07948826881

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    • Can I book a delivery slot?

      We currently do not offer timed delivery slots. If you ordered from us on our standard delivery service your order will arrive within 4-6 working days.

      Standard deliveries are made between 8am – 6pm Monday to Friday excluding Bank Holidays

    • Do I need to be in to sign for my delivery?

      Standard delivery: No, the driver is able to leave your order without a signature providing they are confident that the area your parcel is to be left is safe and secure. They will then leave a card for you to advise where the order has been left.

      If they do not feel happy there is a safe place to leave your parcel they will take the order away with them and leave a card advising you to call them to re arrange delivery.

      Next Working Day & Saturday delivery: Yes, these deliveries will need to be signed for.

    • How long will my delivery take to arrive?

      If you ordered on standard delivery your order will arrive within 4-6 working days.

      98% of all our standard deliveries arrive within 3 working days.

    • My order has arrived damaged who do I contact?

      Please call us on 07948826881. We will discuss the damage and either arrange a collection or a replacement for you.

    • Only part of my order has arrived?

      Please bear in mind if you have ordered more than one item, your products may be sent out from multiple locations or multiple parcels may have been required that then became separated during processing with our carriers and therefore may arrive separately.

      Please wait the full 6 working days we state for delivery on orders that have been shipped via DPD and then, if the remainder of your order has still not arrived, please call us on 07948826881.

      Orders weighing less than 2kg will be sent by Royal Mail and we do ask that you wait up to 7 working days for these orders to be delivered before contacting us to advise all or part of the order is lost.

    • What do I do if my delivery has not arrived after the specified time?

      Please call us on 07948826881 between 10.30am – 3.30pm Tues to Thurs & Friday Saturday and Sunday. Alternatively you can e mail us at

      98% of all standard our deliveries arrive within 3 working days.

    • When will my delivery be dispatched?

      Your delivery will be dispatched as soon as the items have been picked and packed. You will receive an e mail to confirm your order has been dispatched.

      Next Working Day delivery orders will be dispatched the same day to ensure they reach you on the next working day.

      98% of all our standard deliveries arrive within 3 working days.

    • Why does my tracking number not work?

      Once your order is sent out, please allow 12 hours for the tracking number to be sent through.

    • Which carrier will deliver my goods?

      Orders weighing less than 2kg will be delivered via Royal Mail. Orders weighing over 2kg will be delivered via DPD*.

      *With the exception of direct from supplier items which will be sent via the suppliers chosen carriers.

    • Will I receive a text or call to let me know my delivery is on its way?

      We currently do not offer a text or call service on Standard Delivery or Next Working Day delivery orders.

      If your order is being delivered into the stores, we will either send a text message or a phone call to inform you this is ready for collection. Text messages will only be sent during store opening hours.

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    • Do I have to pay to return my online order?

      A refund of your original delivery charge or return postage costs will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.

      Your order can also be returned to our store. See our Refunds Policy in our Terms & Conditions for more details.

    • How do I return items bought via the website?

      You can either:

      Complete the form on the rear of the delivery note including: order number, item ref and the reason for the return.

      Please include your delivery note with your return and post to:

      Pet Stop Tynemouth
      78 Fron Street
      Green Ginger Arcade
      NE30 4BP


      Contact us on 07948826881 between 10.30am and 3.30pm Tuesday to Thursday - Saturday. We will email you back with further instructions.


      Return the item(s) to our store.

    • How long does a refund take to process?

      We will process a refund as soon as the goods are received back with us in the case of returns, or as soon as we have seen photographic evidence in instances where goods are not to be returned and in any event within 30 days of the day we confirm you are entitled to a refund.

      Refunds are normally processed by your Card issuing bank within 2 – 5 working days of us raising the refund but some banks require 30 days to process.

    • What is your refund procedure for online orders?

      If goods are being returned to us in accordance with the Refunds Policy in Terms and Conditions, we will action a refund upon receipt of the goods back into our store.

      If goods are returned to our store they will be able to action a refund (if applicable) at that time.

    • What is your replacement procedure for online orders?

      Please call us on 07948826881 . Alternatively you can e mail us at ..... we will arrange the exchange for you.

      Online orders returned to our stores can be exchanged or refunded provided the store has stock available to complete the exchange.

    • What is your returns policy for online orders?

      We will be happy to refund a product, provided (in the case of any non-defective products) it is in fully re-saleable condition.

      Returns should be made within 30 days of receipt and in original, undamaged packaging.

      If any non-defective product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

    • Will you refund my original delivery charge if I return goods?

      You can return items up to 28 days after receiving your order. Where the goods are not defective, we will process a refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of cancellation. In this case, we will refund the price of the product in full, excluding a refund of the original delivery charge but not the costs you incur in returning the item to us. click here for our full refunds policy.

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