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Help & Support

Shipping and Delivery

(If ordering frozen food please see 5. below)

1. What are your standard delivery charges? (Excluding frozen raw food)

For most of the UK*, spend £35 or more and we’ll deliver it to you, absolutely FREE!

Choose your preferred delivery partner and service

Orders costing less than £35 and weighing less than 500g will be sent Royal Mail at a cost of £2.99. All our preferred delivery partners - DPD, Royal Mail and Yodel - offer alternative delivery upgrades depending on the contents of your basket. These will be presented to you during checkout.

2. What are your delivery times?

We understand that getting your items to you quickly is really important, so we make every effort to process your order as quickly as possible.

You can expect to receive your parcel the day after dispatch but delivery can take up to two working days. (Run faster Postman Pet!) This is usually 2-5 days after ordering.

*3. Where in the UK can you deliver to?

We’ll deliver to your home or work address, whatever’s easiest for you. However, we don't currently deliver to the most hard-to-reach areas or addresses outside the UK.

We're very sorry but we are unable to deliver items over 500g to the following areas:

AB55-56, BT1-99, DD8-9, 11, GY1-99, HS1-99, IM1-99, IV1-99, JE1-99, KA27-28, KW1, 14-17, PA20-80, PH20, 22, 32, 36-44, PO30-41, TR21-25, ZE1-99, BFPO, Channel Islands (Jersey & Guernsey), Isle of Wight

4. What is ’Frozen Delivery’? I can see an extra delivery charge in my basket.

If you order Nature’s Menu frozen raw food it will be delivered separately from the rest of your order by our trusted partner to ensure that it remains frosty all the way to your freezer.

5. I’ve spent over £35, will the delivery of my frozen raw food order be free?

All orders over £35 will be delivered to your door for free, including those orders which contain Nature’s Menu frozen raw food.

6. My order of frozen food is less than £35 and I have other small items in my basket too. What will my delivery charges be?

Raw frozen food orders less than £35 incur a frozen delivery charge of £5.95. If you also have other items in your basket that require a second delivery from Monster that will be charged at Monster’s standard delivery charges.

7. Can my frozen delivery be ‘left safe’?

All frozen food orders need to be signed for so that we can ensure they stay perfectly frozen.

8. Can you deliver frozen food to all parts of the UK?

We’re sorry but we’re unable to deliver frozen raw food to the following UK postcodes:

AB33-37, AB52, AB54-55, AB99, BT1-49, BT51-57, BT60-71, BT74-82, BT92-94, GY1-10, HS1-9, IM1-9, IV13-28, IV40-49, IV51-56, IV63, IV99, JE2-3, KA27-28, KW1-3, KW5-17, L67-75, L80, LL36, PA20-31, PA36-38, PA41-49, PA60-78, PA80, PH15, PH17-18, PH30-44, PH49-50, TR21-25, ZE1-3

9. What if I enter the wrong address?

Whoops! I accidentally placed my order with the wrong shipping address! What should I do? Call the Monster Customer Happiness Team on 0113 277 0634 and we'll sort it out for you pronto!

10. Do you ship internationally, i.e. outside the UK?

Sorry, we don't currently ship standard orders outside the UK.

11. How can I track my order?

The size and weight of your order determines how we ship it and whether we will receive a tracking number. If we have a tracking number for your order you will be able to see it within your account page. Dependent upon the items in your basket, you will also have the option at checkout to upgrade from Royal Mail to a trackable courier delivery.

12. Will I have to sign for my package?

If sent by Royal Mail, you won't be expected to sign for your delivery. If your order is sent by courier, you will have the option at checkout to sign for your delivery, or else opt to have your parcel left in a safe place (with a neighbour, or somewhere within your premises).

Still have questions?

Give us a call on 0113 277 0634 or email us at happytohelp@monsterpetsupplies.co.uk, we'll be happy to help.

Returns

All items are thoroughly inspected and carefully packed. We hope they're just the ticket. If you wish to return a product to us for any reason please do so within 30 days of the despatch date. To receive a full refund, items must not have been used and must be returned to us with their original packaging intact.

1. How do I return my item?

The easiest way for you to return your item is to follow these 3 steps:

1) Pack everything up securely. Please include the despatch note you received with your order.

2) State the reason for your return.

3) Post back to us at the address below. We recommend you obtain proof of postage. This is available free of charge at the Post Office. As soon as we receive the returned item we will issue a full refund to the card with which you made your purchase, or using PayPal where appropriate.

Monster Pet Supplies (Returns)

Unit 7, Maple Park

Lowfields Avenue

Leeds

LS12 6HH

2. How long does it take to get a refund?

As soon as we receive the returned item we will issue a full refund to the card with which you made your purchase, or using PayPal where appropriate. This refund is subject to standard bank clearing times and depending on the payment method can take up to 7 working days.

Still have questions?

Give us a call on 0113 277 0634 or email us at happytohelp@monsterpetsupplies.co.uk, we'll be happy to help.

What is Schedule and Save?

Worried about running out of pet food? Don't be. Sign up to Schedule & Save, get 10% off your first monthly pet food order and never let your cupboards go bare!

Repeat delivery on your favourite dog food and cat food, set a monthly date and then forget all about it.

We'll repeatedly deliver your monthly pet food order and anything else you use regularly - fleaing and worming meds, cat litter, poo bags! - straight to your door at a time to suit you. We'll always make sure you get the best deal on the day, up to 40% off RRP, so there’s no need to shop around. What's not to like?

Click here to find out more.

Still have questions?

Give us a call on 0113 277 0634 or email us at happytohelp@monsterpetsupplies.co.uk, we'll be happy to help.

Still have questions?

Give us a call on 0113 277 0634 or email us at happytohelp@monsterpetsupplies.co.uk, we'll be happy to help.

Need help?

1. How do I unsubscribe from any of your mailing lists?

You can unsubscribe from our mailing list, here.

2. How do I use my Coupon Code?

You will be prompted to use a coupon code during the checkout process. Once entered and submitted the prices will be adjusted accordingly.

3. How can I write a review on a product?

While you are signed in you will be able to review any product that you haven't already reviewed. Simply click the link below the products image and submit your score and any comment you would like to make.

4. How can I get assistance if I need it?

Call the Monster Customer Happiness Team on 0113 277 0634 or email happytohelp@monsterpetsupplies.co.uk. We'll be only too pleased to hear from you.

Payment Information

1. What forms of payment do you accept?

We accept Visa Debit, Visa and Mastercard as well as PayPal.

2. Is it safe to use my credit/debit card on your site?

Absolutely! Monster Pet Supplies understands that the safety of your personal information is extremely important to you. We use all the security tools at our disposal to protect your personal data and your credit card information from unauthorised access.

Paypal

1. What is PayPal?

PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.

1. How do I sign up for PayPal?

You can sign up for a PayPal account by going to the PayPal website.

2. How do I use a PayPal payment option?

Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.

3. What do I do if I have questions about my PayPal account?

Visit the PayPal website for support and additional information.

Ratings & reviews

Thank you for taking the time to review our products. Not only do your reviews help other customers make a decision about which products are right for them but it gives us guidance on what we should have available for our customers to purchase on monsterpetsupplies.co.uk

Subject to approval

All reviews are subject to approval by the Monster Pet Supplies customer service team. We will not exclude negative comments so product reviews are genuine and helpful for our customers. However, the content of the reviews shall be checked for appropriate language, spelling, grammar and a genuine opinion of the product in question before we publish it on monsterpetsupplies.co.uk, we reserve the right not to publish reviews which do match these standards.

Ownership of submissions

All reviews offered to Monster Pet Supplies or through the website or otherwise disclosed shall become and remain the property of Monster Pet Supplies once submitted. A disclosure, submission or offer of any submissions and your agreement to these terms and conditions shall constitute an assignment to Monster Pet Supplies of any intellectual property rights.

Distribution

Any reviews you upload to our website will be considered non-confidential and non-proprietary, and we have the right to use, copy, distribute and disclose to third parties any such material for any purpose. We also have the right to disclose your identity to any third party who is claiming that any material posted or uploaded by you to our site or any Monster Pet Supplies related third party social networking site constitutes a violation of their intellectual property rights, or of their right to privacy. We will not be responsible, or liable to any third party, for the content or accuracy of any materials posted by you or any other user of our website.

Am I eligible to post a Submission?

- Suppliers or manufacturers are not eligible to post a submission

Rules for Submissions (guidelines)

- Keep your review focused on the product.

- Avoid writing about customer service, contact us instead if you have issues requiring immediate attention.

- Refrain from mentioning competitors or the specific price you paid for the product.

- Do not include any personally identifiable information such as full names.

- You confirm that the submission is your own and that the content does not infringe the material, trademarks or intellectual property of others.

Monster Pet Supplies, in its absolute discretion, reserves the right:

- not publish the Submission or remove it

- to take any appropriate action if deemed necessary

- remove reviews which relate to seasonal products which are no longer in season

Please note:

- It may take up to ten working days for reviews to appear on the site.

- Please contact us if you see any submissions which do not comply with these rules.

Still have questions?

Give us a call on 0113 277 0634 or email us at happytohelp@monsterpetsupplies.co.uk, we'll be happy to help.