About us

The Pet Superstore is the trading name of
Frank Woodhouse & Son Ltd
Company number 4834428
VAT number 125 5421 87

Our contact details

The Pet Superstore
41 AB Eagle Centre
Derby
DE1 2AZ
Phone to be inserted
Email info@thepetsuperstore.co.uk

How to order

Ordering from The pet Superstore is easy. All transactions take place on a secure server and we accept all major credit cards, including American Express. All prices include VAT ( where applicable). Orders to Isle of Man and The channel Islands will have VAT deducted on checkout.
Just add the required item(s) to your shopping basket and follow the prompts. You will be asked for a few details that we need to be able to satisfy the order.
On receipt of your order you will be given a reference and an email receipt. Your goods will then be dispatched as soon as possible. We dispatch parcels Monday to Friday. Not on Saturdays, Sundays or Bank Holidays. Goods will be dispatched as soon as possible (usually within 24 hours for items in stock or next working day)

Ordering by Telephone within the UK  mainland.
Credit or debit card payments can also be processed by Telephone. Just call our order line on number to be inserted (local call rate) and talk directly to one of our qualified assistants  9am-5pm Monday to Saturday.

Back orders

We keep most items in stock but if your item is not in stock we will back order it for you. You will always be emailed with the option to cancel your order if it exceeds 7-10 working days.

Information
If you require any more information on ordering from The Pet Superstore, please email our sales team at info@thepetsuperstore.co.uk
or call our order line on number to be inserted or for international calls number to be inserted and talk directly to one of our qualified assistants  9am-5pm Monday to Saturday.

Delivery and Handling.

Free Delivery on orders over £39.00

Tariff

Standard delivery up to 30kg

UK mainland, Wales & some areas of Scotland (excludes Highlands & Islands)

A surcharge will apply on all orders over 30kg we will email you beforehand if you go over the maximum weight.
Goods will be dispatched as soon as possible (usually within 24 hours for items in stock or next working day)

Orders over £39.00       Free

£15.00- £39.00              £5.95

Under £15.00                 £3.95

Telephone orders          £5.95

Guaranteed next day
Order must be received by noon for next day delivery.
  Up to 30kg

Orders over £39.00      £8.95

Orders under £39.00   £11.95

Saturday delivery
Order must be received by noon on Friday
Up to 30kg

Orders over £39.00    £16.95

Orders under £39.00  £19.95

 

Scottish Highlands & Islands
Northern Ireland
Isle of Man
Isle of Wight

3 to 5 working day courier        £10.95
Up to 30kg
A surcharge will apply on all orders over 30kg we will email you beforehand if you go over the maximum weight.
Goods will be dispatched as soon as possible (usually within 24 hours for items in stock or next working day)

Scilly isles
Channel Islands

As prices vary enormously please email  us for a quote.

Guarantee

We guarantee your satisfaction. If you ever have any cause for complaint, then please contact us straight away at info@thepetsuperstore.co.uk or number to be inserted.We Will acknowledge your complaint within 2 working days and will try to resolve the problem immediately or in any case within 5 working days. You will always be kept informed or the progress of your complaint.

 

Returns Policy.

We want you to be happy with your purchase from The Pet Superstore.
A contract of sale will be deemed to exist between The Pet Superstore and you (the customer) from the time that the goods are prepared for despatch from our shop.

If an item or items arrives and appears to be damaged reject these items and return to the driver. We will  replace the goods.
If an item or items are found to be damaged on opening please contact us within 48hrs of delivery and we will happily help to resolve the problem and replace the goods.

Please note items not reported within 48hrs delivery cannot be guaranteed to be replaced.

If you have received the wrong item in error contact us by email within 48hrs of delivery. We can make arrangements to have the item returned and correct item  delivered to you .

However if the product was a mistake on your part and not faulty or defective the item‘s postage must be paid by you to return it. You can cancel your order by telephone before it is shipped. number inserted here.

All returns must be made within 7 days of receipt and we must be notified by email prior to returning it.

If you have had the product for more than 7 days and it develops a fault you will be liable for the cost of returning the product back for inspection. Should the item be shown to not have any fault we will charge our costs for the postage and packing of your goods back to you. Should your item develop an inherent fault after 6 months and it does not come with a manufacturer warranty then it is for you the consumer to prove that the fault exhibited itself within the first 6 months. We can not provide redress where the goods have been accidentally damaged, misused or where you have tried your own repair. For details of any guarantee that may be provided by the manufacturer in addition to your statutory legal rights please contact us at info@thepetsuperstore.co.uk or number to be inserted. Some products come with a one or two year guarantee whilst others have no free guarantee other than those which you are legally entitled to under the sale of goods act. Goods cannot always be expected to work fault free. They can break down through normal use. Consumers cannot, therefore, expect to hold us responsible for fair wear and tear. There needs to be a fault that was present on the day of sale even though it only became apparent later on.
You will be responsible for the cost of returning the item however we will send the replacement or repaired or replacement item back to you free of charge
On rare occasions where a replacement or repair may not be in your best interests we may agree to offering you an alternative product of equal value or a credit voucher for the value of the goods, at the discretion of the management.

 

ACCEPTANCE OF TERMS
By accessing the content of www.thepetsuperstore.co.uk(“the website”)you agree to be bound by the terms and conditions set out herein and you accept our privacy policy as  shown below. If you object to any of the terms and conditions set out in this agreement you should not use any of the products or services on the Website and leave immediately.
You agree that you shall not use the Website for illegal purposes, and will respect all applicable laws and regulations. You agree not to use the website in a way that may impair the performance, corrupt the content or otherwise reduce the overall functionality of the Website. You also agree not to compromise the security of the Website or attempt to gain access to secured areas or sensitive information.
You agree to be fully responsible for any claim, expense, liability, losses, costs including legal fees incurred by us arising from any infringement of the terms and conditions set out in this agreement.
MODIFICATION
The Pet Superstore reserve the right to change any part of this agreement without notice and your use of the Website will be deemed as acceptance of this agreement. We advise users to regularly check the Terms and Conditions of this agreement.
The Pet Superstore have complete discretion to modify or remove any part of this site without warning or liability arising from such action.
LIMITATION OF LIABILITY
The Pet Superstore will under no circumstance be liable for indirect, special, or consequential damages including any loss of business, revenue, profits, or data in relation to your use of the Website.
Nothing within this Agreement will operate to exclude any liability for death or personal injury arising as result of the negligence of The Pet Superstore, it’s employees or agents.
COPYRIGHT

All intellectual property of The Pet Superstore such as trademarks, trade names, patents, registered designs and any other automatic intellectual property rights derived from the aesthetics or functionality of the Website remain the property of The Pet Superstore.
By using the Website you agree to respect the intellectual property rights of The Pet Superstore and will refrain from copying, downloading, transmitting, reproducing, printing, or exploiting for commercial purpose any material contained within the Website.
DISCLAIMERS
The information is provided on the understanding that the website is not engaged in rendering advice and should not be wholly relied upon when making any related decision.
The information contained with the Website is provided on an “as is” basis with no warranties expressed or otherwise implied relating to the accuracy, fitness for purpose, compatibility or security of any components of the Website.
We do not guarantee uninterrupted availability of the The Pet Superstore Website and cannot provide any representation that using the Website will be error free.
THIRD PARTIES
The Website may contain hyperlinks to websites operated by other parties. We do not control such websites and we take no responsibility for, and will not incur any liability in respect of, their content. Our inclusion of hyperlinks to such websites does not imply any endorsement of views, statements or information contained in such websites.
SEVERANCE
If any provision of this Agreement is held to be invalid or unenforceable, such provision shall be struck out and the remaining provisions shall remain in force.
GOVERNING LAW AND JURISDICTION
This Agreement will be governed by the laws of England and any user of the Website hereby agrees to be bound exclusively by the jurisdiction of English courts without reference to rules governing choice of laws.

 

Privacy policy

In this privacy policy references to “we”, “us” and “our” are to The Pet Superstore References to “our Website” or “the Website” are to www.thepetsuperstore.co.uk
What information we collect and how
The information we collect via the Website may include.
Any personal details you knowingly provide us with through forms and our email, such as name, address, telephone number etc.
Your preferences and use of email updates, recorded by emails we send you (if you select to receive email updates on products and offers).
Your IP Address, this is a string of numbers unique to your computer that is recorded by our web server when you request any page or component on the Website. This information is used to monitor your usage of the Website.
Data recorded by the Website which allows us to recognise you and your preferred settings, this saves you from re-entering information on return visits to the site. Such data is recorded locally on you computer through the use of cookies. Most browsers can be programmed to reject, or warn you before downloading cookies, information regarding this may be found in your browsers ‘help’ facility.
What we do with your information
Any personal information we collect from this website will be used in accordance with the Data Protection Act 1998 and other applicable laws. The details we collect will be used:
To process your order, to provide after sales service.
In certain cases we may use your email address to send you information on our other products and services. In such a case you will be offered the option to opt in/out before completing your purchase.
To opt out email info@thepetsuperstore.co.uk and entitle your message email opt out.
Other Websites
This privacy policy only covers this website. Any other websites which may be linked to by our website are subject to their own policy, which may differ from ours.