Frequently Asked Questions

General

  • Raw Feeding

Orders & Deliveries

  • Deliveries

    How will my order be delivered?

    Stefs Pet Pantry offer a delivery service in Yorkshire, North East and parts of Lancashire. This is our team are in our own frozen vehicles. These come in bail arm crates, which we will need to take back at time of delivery. If you are out we can leave in your safe place. Stefs Pet Pantry also offers nationwide delivery via DPD. Although our couriers don't use frozen transport, we do pack our orders with wool liners or poly boxes and ice if needed. We cannot accept responsibility for defrosted raw food within 48 hours of delivery from our courier. 

    What time will my delivery be?

    Stefs Pet Pantry van deliveries start from 6am. The evening before your delivery is due, we will notify you by email with a 1hour time slot. At 6am a second email will be sent with a live tracker for your driver. A third email will be sent once the driver is one stop away, and again once delivered with a picture of your orders location if out. Deliveries scheduled before 7am will be left without disturbing, unless we're instructed otherwise. Deliveries via DPD will also be notified by email/txt before 11am the day of your delivery. Once deliveried another email/txt will notify with your orders location via picture. Its highly recommend to download the DPD app. 

    How long until I recieve my order after placing it?

    Stefs Pet Pantry will either delivery on the choosen date at the checkout, in our van areas. The cut off for orders is 12noon the day before the order is due. Please note if bussier times, we do have weight restrictions which will force an earlier cut off. For DPD orders, if placed before Monday to Thursday 12noon, we send same day for next day delivery. With the exception of Highlands/Islands which are 48hours deliveries. Orders will need to be placed Wednesday 12noon for guartneed delivery the same week. 

    Do I have to be at home to receive my delivery?

    You don't need to be for a delivery. Stefs Pet Pantry's team memeber can leave your order in a safe place. Please leave us instructions if you cannot be at home on delivery day. For DPD deliveries, no signature is required and can be left in your specified safe place. Please download the DPD app and add your safe place in their app. Do not change your delivery via the app for another day. Doing this will result in them destroying your parcel as our account is perishable, and our order must be delivered within 48hours. We cannot be held responsible if you change your delivery via the app with DPD. 

    My courier delivery is showing as delayed until tomorrow – will it be defrosted, will it be safe to use?

    Stefs Pet Pantry packaging is designed to keep goods frozen for up to 48 hours. For more than 99% of delayed deliveries, goods are received still mostly frozen/cold and suitable for re-freezing/feeding. If you have any doubts, please contact us to discuss along with pictures. Stefs Pet Pantry/DPD cannot accept claims for refund or replacement if the contents have not been inspected or if a delivery has been refused without our prior agreement.

    I need to change my delivery day, can I?

    All orders via DPD are perishable, this means,  we don't advise rescheduling courier deliveries and cannot be held responsible for deliveries rescheduled for a later delivery day/time once they have been collected from us by DPD. If you wish to receive your order on a specific date, please instruct us to do so at the time you place your order. Once an order has been despatched by us, we are unable to change the delivery date. Changing your delivery date/time will likely result in your parcel being destroyed, in which case we cannot be held responsible for your loss. 

    DPD have cancelled my order? Telling me to contact Stefs Pet Pantry

    My order has been delivered to the wrong address. What do i do?



  • Orders

    Do we offer samples?

    Unfortunately, we are unable to offer samples not only due to the logistics involved to ensure the food arrives with you frozen but because of the tranistion period we do recommend following this first. We don't have a minimum order which will help you try smaller orders. 

    What is the minium order?
    We have recenlty changed our polices. On Stefs van deliveries there has always been no minimum order. On deliveries via DPD we have no minimum order now, although courier charges are £10 if under 5KG, this is to provided extra ice packs needed. This is to ensure the food remains frozen during transit.  
     
    Do we offer a subscription service?
    Not yet!  However, we hope to roll this out sortly. 
     
    How much fits in a box?
    Depending on what brands you order, we can fit 9-12 KG's in a single box and 18-24 KG's in a double box. 
     
    How much can I fit in my freezer?
    Depending on what brands you order, you can fit around 8KG in a standard upright freezer draw. But watch this space as we are planning to have more infomation on this soon. 
     
    Can I amend or cancel my order?
    Once orders are placed we cannot amend it. Cancelling your order will incur a restocking fee, when your order has been picked. This is £10. 
     
    Can I change what's in a mixed box?
    No, unfortanlty all mixed boxes sold online are premixed before they arrive to us. However visit us in store to mix and match products.
     
    Can I add on to my order?
    Once your order is placed, 
     
    Can i order just treats?
    Of course, we don't have a minimum order. Orders over £39 are free delivery, orders under are £4.50 via DPD. 

    My order is wrong, what do i do?
    We endervour to make sure everything is always right. But we are only human after all. So please get in touch within 24hours of your order being delivered. We will need this in writing along with pictures. We will address the problem immeditatly. 
     
     

  • 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.
    Please note that we are unable to accept returns on frozen, raw and perishable goods as these are exempt from the right to cancel. This does not apply to faulty goods.

    FOR ONLINE PURCHASES


    Refunds are available for any non-frozen / non-perishable goods within up to 30 days of purchase, and you must return the goods within 14 days of requesting a refund, complete with the original packaging to us at your own expense.

    It is your responsibility to take reasonable care of the goods before they are returned to us. Goods must be packaged adequately to protect against damage and arrive in a saleable condition. If there is any damage or deterioration evident, 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. 
    Adding to original orders can be made using the dedicated add on option at the checkout. By selecting to pay delivery again, you will not qualify for a refund if both orders are delivered together. Refunds for selecting the wrong shipping at checkout can not be given after payment has been made.

    PURCHASES MADE IN PERSON


    We are not able to offer refunds on goods bought in person from our shop or any other outlet which are being returned for example because they are no longer required or you have changed your mind.
    This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described. 

Stefs Pet Points

  • Discounts

    Wool liners returns, how to i arrange this?

    We offer a return service for the wool liners. Once you have saved 12 clean and usable pieces, we can arrange free collection. On return of 12 clean and undamaged strips, we will issue £5 in pet points to your account.

    Please note we cannot issue any pet points if any of the returned strips are damaged, there is no name and address inside the box, or if you do not have an account with us

    To benefit from our return service:

    • save 12 clean and undamaged strips
    • roll them or fold them into 1 box
    • put a note in the box with your name and address
    • email info@stefspetpantry.co.uk

    Once we know you have 12 liners ready, we will arrange a collection with DPD. All you need to do is leave the sealed box out on the day of collection. DPD will notify you, and attached a label to the box.

    Collect your ice packs, and send them back at the same time to earn 10 pet points per ice pack. 

    How do I recieve my pet points?

    Please allow us 2 weeks to issue the pet points back to your account. If however they have not been added, please get in touch. info@stefspetpantry.com

    Stefs Pet Points 

    The Stefs Pet Points Program allows you to earn points for certain actions you take on the site.

    You will only earn pet points on purchases made while being logged into your account.

    Pet Points are awarded based on making purchases, registering an account and reviewing products. 

    £1= 1 Pet Point, 100 Pet points = £1 to spent at checkout.

    We cannot backdate or add Pet Points retrospectively.

    Bulk discount

    We offer 10% discount on all orders over £180, use the code #bulk

    We also offer a 5% discount on 5 or more DAF boxes, use the code #dafbulk

    We cannot add retrospectively. These discount codes cannot be used together. 

    Breeder discount

    We do not offer a breeder discount, but we do off bulk discounts on all orders over £180, please use #bulk in the coupon box

    Recommend a friend 

     Log into your account, there you will find a referal link, if your friend orders though the link you will be other rewarded. 

Raw Feeding

  • Raw Feeding
 
COMPARISON BASKET COMPARE