Collecting my order
HOW WILL I KNOW WHEN MY CLICK & COLLECT ORDER IS READY?
We’ll send you an email when your order is ready, confirming your order is ready to collect from our shop.
WHAT DO I NEED TO BRING TO COLLECT MY ORDER?
- We need to see your order number from your email
- The payment card you used for the order
- A current photo driver’s licence or passport
- We cannot release your order without seeing your ID.
If you paid entirely with gift vouchers/a gift card, please bring either your passport or photo card driving licence with you as ID.
CAN SOMEONE COLLECT ON MY BEHALF?
We’re happy for someone else to collect your order, but to prevent fraud, the person you’ve nominated must present your order number and their own photo ID (passport or photo driving licence).
HOW LONG WILL YOU HOLD MY ORDER?
We’ll hold your order in store for 7 days, after which we’ll return the order to the and refund your account. Please note that this may take up to 14 days to process.
WHAT TIME SHALL I PICK UP MY ORDER?
Any time after 3pm, but please wait for our email confirmation before you set off. Do check the opening times of our shop as they all differ on a Sunday.
Click N Collect Order FAQ’s
I’VE LOST MY ORDER CONFIRMATION EMAIL – WHAT CAN I DO?
Please check the junk mail folder within your email account, as occasionally confirmation emails can end up here.
Otherwise, if you were logged in to your http://ww.thepetsupermarket.co.uk account at the time of purchase, you’ll be able to find the order number in your order history. Simply log into your account and click on the relevant purchase to find the order number. Make a note of this and bring it to the shop when you collect.
To keep your order safe, we don’t let anyone collect on your behalf unless they have your order number and their photo ID.
HAVEN’T HAD AN EMAIL TO CONFIRM MY ORDER IS READY FOR COLLECTION – WHAT SHOULD I DO?
If you ordered before 8pm, your order will be available to collect the next day from 3pm; so please wait until after 3pm to contact us. If there’s any delay to your order, we’ll let you know.
If you still haven’t received a confirmation Email after 3pm the following day, our Services team should be able to help you. Call them on 0191 482 2432 10am-6pm, Monday -Saturday and 11am-4pm Sundays.
I WAS UNABLE TO COLLECT MY CLICK & COLLECT ORDER. WHAT HAPPENS NEXT?
We’ll hold your order in store for 7 days, after which we’ll return and refund your account. Please note that this refund may take 5 days to process once we receive the order back in our warehouse.
HOW CAN I RETURN MY CLICK & COLLECT ORDER?
All Scottish Highland and Irish deliveries arrive on a two day service.
The Shipping of your item will depend on the size & weight of your item. We use DPD and that will be Next Working Day Delivery if ordered before 3pm. If you order after 3pm your item will be dispatched the next day, and delivered the following day, if its on a Friday after 3pm your item won’t be dispatched until Monday and will be delivered the following day.
Orders must be cleared and paid for before 3pm to receive the next working day service.
We dispatch all items up till 3pm on a working day. This doesn’t include Public Bank Holidays and Weekends. Example Orders placed on Monday at 11am ( Excluding Public bank holidays), Will be dispatched the same day and sent on the service selected. Orders Placed after 3pm will not be dispatched until the following day. (excluding Public Bank holidays.
Orders placed after 3pm on a Friday will not be dispatched until Monday. Excluding Public Bank Holidays.
When you offer to buy a product from us, we reserve the right to refuse the order if it’s to a location or area we cannot deliver to. Refund cannot be given for late deliveries due to courier delays. We cannot accept any liability for any claims due to late delivery.
If your item(s) are returned to us due to failed delivery attempts, a refund will be issued less any delivery costs and a restocking fee will be deducted of £5.