Delivery Information

Stefs Pet Pantry delivery van

If you’re a new customer ordering with us after a recommendation from a friend, it’s your lucky day! You and your friend can both receive a discount on your order. Visit refer-a-friend for more information.

We deliver nationwide either via courier or in our own delivery vans. We run deliveries in our own vans to Yorkshire and Teesside. Postcodes outside this area are delivered via our courier DPD; scroll to find out more information.

Yorkshire and Teesside deliveries

We run our own Stefs Pet Pantry delivery service across Yorkshire and Teesside. These deliveries are made in our temperature controlled vehicles (-18°C), ensuring your raw foods stay frozen. At Stefs Pet Pantry, we believe it’s the smallest details that matter the most and that’s why we’re well-regarded for our outstanding quality of service. This also applies to our delivery drivers; they’re well-known for helping customers put away their shopping if and when required! And of course, if you have any specific requirements regarding your delivery, please do let us know and we’ll do our best to accommodate.

This delivery service is only offered to LS, BD, HG, YO, HD, HX, WF, S, HU, DN, DL and TS postcodes. Our delivery days are postcode dependent. Please see below.

Delivery days:

Tuesday: LS, HG, HX, WF, HD and BD (excluding BD23 & BD24)
Wednesday: S, DN, HU, TS, DL, DH, SR and NE
Thursday: LS, HG and YO
Friday: LS, BD (all BD postcodes), HX, WF and HD

Please can in touch if we don’t cover your delivery area, if we have enough interest we will add your postcode area. Our next areas we are looking to cover are: OL, LA, BB. Please register your interest by emailing stef@stefspetpantry.com

Delivery charge:

Delivery is £3.50 with no minimum order.

Important information:

Please keep in mind we need a working day to process an order. This means:

  • Tuesday deliveries cut off at 12 noon on Monday.
  • Wednesday deliveries cut off at 12 noon on Tuesday.
  • Thursday deliveries cut off at 12 noon on Wednesday.
  • Friday deliveries cut off at 12 noon on Thursday.

Dates for the diary:

Christmas closing 24th December – 4th Jan 2021

We will be running deliveries Xmas week:

Monday 21st: LS, BD, HG, HD, WF
Tuesday 22nd: DL, TS, DN, HU, S
Wednesday 23rd: YO, HG, LS 

Courier deliveries

In addition to our own Yorkshire delivery service, we’re now able to provide a courier service to the majority of UK postcodes. This is ideal for customers who live further away from us. In addition, it’s brilliant for holidaymakers who are holidaying with their pets. Why not take the stress out of packing by getting an order of your pet’s favourite food sent to the cottage for your arrival? It’s that easy!

We offer mainland and lowland courier deliveries. Please see below postcode information for more details.

Important information:

  • Bank Holidays – No deliveries will be sent out the day before Bank Holiday, or on the Bank Holiday itself.
  • We reserve the right to hold onto orders if needed due to weather or waiting for stock to arrive.
  • Unfortunately, we’re unable to process any frozen orders which are 5kg or under. We will automatically cancel and refund the order.

Courier charges:

  • Up to 4.5kg (dried products only, we cannot ship frozen items under 5kg):£4.50
  • Up to 19.5kg for raw (frozen) products: £9
  • Up to 29.5kg: £12.50
  • Up to 59.5kg: £16.50
  • Up to 79.5kg: £20
  • Up to 99.5kg: £24.50
  • Up to 119.5kg: £28.50
  • Up to 149kg: £34.50
  • Up to 199kg: £48.50

Order times:

Courier deliveries will be sent out Monday* to Thursday

  • Orders placed before 12noon  Monday  will be sent out on Monday. With the exception of Bank Holidays*
  • Orders placed before 12 noon Tuesday will be sent on Tuesday.
  • Orders placed before 12 noon Wednesday will be sent out on Wednesday.
  • Orders placed before 12 noon Thursday will be sent out on Thursday. 
  • Orders placed after 12 noon Thursday will be sent the following Monday. 

*Excluding Bank Holiday Mondays and Bank Holiday Fridays 

Note: During busier periods, deliveries may take up to 48 hours to reach you. We cannot guarantee next day delivery.  

Eligible postcodes:

Mainland postcodes:

AB*, AL, B, BA, BB, BD, BH,BL, BN, BR, BS, CA, CB, CF, CH, CM, CO, CR, CT, CV, CW, DA, DD, DE, DH, DL, DN, DT, DY, E, EC, EH, EN, EX, FY, G, GL, GU, HA, HD, HG, HP, HR, HX, IG, IP, KA, KT, L, LA, LD, LE, LL, LN, LS, LU, M, ME, ML, N, NE, NG, NN, NP, NR, NW, OL, OX, PE, PL, PO, PR, RG, RH, S, SA, SE, SG, SK. SL, SM, SN, SO, SP, SR, SS, ST, SW, SY, TA, TF, SW, SY, TD, TF, TN, TQ, TR, TS, TW, UB, W, WA, WC, WD, WF, WN, WR, WS, WV, YO

Lowland Postcodes:

DG, TD, FK1-19, KY, ML, PA1-14

Highland/ Islands and Northern Island Postcodes and Charges: 

AB36-38, AB55-56, FK17-21, HS, IV, KW, PA, PH, ZE

£15 up to 19.5KG

£20 up to 29.5KG

£27 up to 59.5KG

£30 up to 79.5KG

This service is 2-5days. Please note that we cannot guarantee this will arrive frozen although we do our best to pack with ice. 

Frequently Asked Questions (FAQs)

How will my delivery arrive?
Stefs deliveries are made by our team and delivered in one of our temperature-controlled, frozen vehicles. If you’re not in when we deliver your order, we will leave in a safe place of your choice and endeavour to provide poly boxes to keep your food frozen (although please be aware this is not always possible).

Courier deliveries are made by DPD and will arrive in a poly box with ice if required for frozen products. They aim to deliver within 24 hours, but deliveries can sometimes can take up to 48 hours. We will only refund parcels if they haven’t been delivered within 72 hours.

What is the cut off time for orders?
Orders for Stefs deliveries must be made a clear 48 hours before delivery day. Postcodes will determine delivery dates (see information above).

Courier see above for cut off.

What time will my delivery come?
For Stefs deliveries we will email you the night before with a delivery slot (this slot is usually 1-2 hours). Please check your spam box in case our email has fallen into there. If we are delayed for any reason, we’ll keep you updated on any delays longer than 1 hour past your slot.

For courier orders, APC will send a text message on the day with a 2 hour time slot.

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 you’re missing items off your order, please contact Stefs directly on stef@stefspetpantry.com within 24 hours.

Can I add to my order after it’s been placed?
No, during the pandemic please only place one order for the date you require. We can’t process any add on orders currently.

How do I cancel my order?
If you cancel your order more than 48 hours before your delivery date, you’ll be refunded in full. However, if you cancel with less than 48  hours notice of your delivery, a surcharge will be taken from your order. This could be up to 50% of the order to cover costs.

Refund and return policy
If you have any problems with your order or receive any unsatisfactory items, please get in touch. We will do our best to deal with your problem efficiently. This policy does not apply to goods ordered by businesses which are exempt from 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 inaccurately described.

Faulty goods
If there’s a problem with the goods, please notify us by email or in writing providing details of the problem. It’s 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 and checked by us.

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.