Delivery information & FAQ

/Delivery information & FAQ
Delivery information & FAQ 2018-05-31T14:28:01+00:00

Stefs Pet Pantry Shop

Stefs Pet Pantry Shop, (at The Rhyddings) Bradford Road, Burley-in-Wharfedale, West Yorkshire LS29 7QP

We are open Monday to Saturday 9-12noon (shut for lunch 12-1pm) 1-6pm.

You can click and collect from here, or come in and browse, buy or just ask advise in our opening hours, no appointment needed.

Click and Collects:

After your order has been placed, we will process this and is usually ready to collect 24-48hours are purchasing. Email confirmation for collection will be sent when your order is ready. Please be advised useless you have had a email to confirm collection, your order wont be ready. Emails sometimes go into junk mail.

The latest time to order for collection over a weekend is Thursday 6pm. Orders after this point will be ready to collect the following Tuesday.

Stefs  Unit, Whitehall Industrial Estate, LS12 5JB.

Orders placed for collection, before 12noon each Thursday, to Stefs unit will be ready for collection between 5-6:30pm every Thursday only. Please remember this facility is only open on these times and days. You can also drop in on a Thursday between 5-6:30pm to buy food, without ordering. Orders placed after 12noon Thursday will be ready for collection the following Thursday.

Delivery Information

No minimum order.

Delivery charges are £3.50
Click and collect orders are free of charge.

Every Tuesday: LS, HG, HX, WF and HD

Every Thursday: LS, HG and YO

Every Friday: LS, BD, HX, WF and HD

1st and 3rd Wednesday of every month: S, DN and HU
(we will add extra days as demand grows)

Dates for S, DN, HU: 2017

Orders are taken up to 11am the day before deliveries are due. Although it is advisable to order at least 24 hours before. Orders are calculated by weight, we do have a weight restriction on the van and delivery days will no longer be available if the van is over weight.

What time can I expect to receive my order?

We use a route planner which calculates the most efficient route for us. Once we have this and picked your order, we can email a ETD to within a hour time slot. (obviously this is traffic dependant, but we will keep you updated on any delays more than 30mins past your slot)

Dates for S, DN, HU: 2018

June: 6th, 20th
July: 4th, 18th
August: 1st, 15th

September: 5th, 19th
October: 3rd, 17th
November: 7th, 21st
December: 5th, 19th


How will my delivery arrive?
All deliveries are made by ourselves in our frozen vehicle.  If you are not in we will leave in a safe place of your choice and endeavour to provide poly boxes to keep your food frozen. Sometimes this is not always possible.

When can I order up to?
Orders must be made before 11am the day before your delivery day. Postcodes will determine delivery dates. Orders made after 11am will automatically roll over to the next available day.

What time will my delivery come?
The day before your delivery is due we will email you with a delivery slot(usually 1-2hours) please check your spam box as our emails often fallen into there.

My order is wrong, what do I do?
Please check your delivery against your order sheet at time of arrival. In the rare occasion we have had to substitute something it will be written on your delivery sheet. If your missing items off your order please contact Stefs directly on 07801929431 within 24hours.

Can I add to my order after it’s been placed?
You can’t add to your original order, but you can place another order quoting our original order in the comments. Please choose the click and collect option at the check out to avoid paying delivery twice.

How do I cancel my order?
You need to allow 24 hours before your delivery is due. Within 24hours of your delivery a surcharge will be taken from your order. This could be up to 50% of the order to cover costs.
Refunds will be given in full with more than 24 hours notice.

Refund and return policy
If you have any problems with your order or any of the items are unsatisfactory please get in touch with us. We will do our best to deal with your problem efficiently . This policy does not apply to goods ordered by businesses which are exempt form the Distance Selling Regulations, or the following goods which are exempt from the right to cancel: Raw food

If you would like a refund, you must return the goods within 14 days of cancellation, complete with the original packaging to us at your own expense. Goods are packaged adequately to protect against damage.
It is your responsibility to take reasonable care of the goods before they are returned to us, if this results in any damage or deterioration, we will charge you for the reduction in value.
All monies paid to us by you including any postage / carriage will be refunded within 30 days, less any costs due under this contract.
This refund policy does not affect your legal rights – for example, if goods are faulty or misdescribed.

Faulty Goods
If there is a problem with the goods, please notify us by email or in writing providing details of the problem. Its helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.
If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received by us and checked.
The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.
Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.
If an item is no longer available we will contact you to offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.
Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

Click edit button to change this text.