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Continue ShoppingFAQ
Find answers to common questions about our products, services, and policies.
Payment Information
We accept debit and credit card payments, processed securely by Stripe. The card types and any other payment options available to you, such as digital wallets, are shown at checkout.
- Your card details are entered through Stripe’s secure payment form and sent directly to Stripe, which is certified to PCI DSS Level 1, the highest level of security certification in the payments industry.
- We never see or store your full card number or security code.
- Our website uses HTTPS encryption to protect your information.
- Your bank may ask you to confirm your payment as part of Strong Customer Authentication (for example, 3D Secure).
Full payment is taken when you place your order at checkout.
Order & Returns
B
efore dispatch or collection: You can cancel your order at any time before it has been dispatched (or, for collection orders, before you collect it). Contact us by email or phone and we will cancel your order and issue a full refund to your original payment method.
After dispatch: Once your order has been dispatched, we cannot stop the delivery. You can still return the item using the returns process below, under your legal right to cancel and our 30-day returns policy.
Please contact us before sending any item back, by email at support@witleybaypet.shop or by phone on +44 191 251 3653. Include your order number, the item you wish to return and the reason. We will confirm whether the item is eligible for return and send you the return instructions, including the return address.
Please do not send a return to any address other than the one provided by our customer service team. Returns sent without contacting us first may take longer to process.
If your return is approved, we will issue the refund to your original payment method on the same business day that the return passes inspection (Monday to Saturday). After we issue the refund, please allow a further 3–5 business days for your bank or card provider to process it and show it on your account.
- No restocking fee is deducted from approved refunds.
- Because delivery is free, there are no delivery charges to refund.
- In all cases, we will refund you within 14 days of receiving the returned item, or of you providing evidence that you have sent it back, whichever is earlier.
Ordering from Whitley Bay Pet Supplies
| Handling (processing, packing and dispatch from our shop) | 1–2 business days |
| Transit (from dispatch to delivery) | 3–5 business days |
| Estimated total delivery time | 4–7 business days |
Orders placed on a Sunday or a UK bank holiday start processing on the next business day. Delivery times are estimates and start once your order has been placed and your payment has been successfully completed.
When your order has been dispatched, we will send you an email with your tracking information. If you have not received this email within 2 business days of placing your order, please check your spam or junk folder, then contact us.
Delivery is free on all orders delivered to a UK address.
We deliver to addresses in the United Kingdom only. We do not ship orders outside the UK.