Shipping Policy

Last updated: 27 July 2026

Thank you for shopping with North East Pet Shop / NE Pet Supplies.

We are an independent pet shop based in Hebburn, North East England, and we dispatch orders throughout the UK using a range of trusted delivery partners.

Standard UK Delivery

Most standard UK orders are dispatched within 2–5 working days.

Once your order has been dispatched, tracking details will be provided where available.

Delivery charges are calculated at checkout based on the weight, size and contents of your order.

We may use carriers including Royal Mail, DHL, Evri, Yodel, FedEx or another suitable delivery partner.

Please note that the 2–5 working day timeframe refers to dispatch, not guaranteed delivery time.

Large & Heavy Orders

Larger or heavier orders may require additional preparation or specialist delivery.

Most heavy orders are dispatched within approximately 3–6 working days.

The appropriate delivery charge will automatically be shown at checkout based on the total weight and contents of your order.

Very large orders may require pallet delivery.

Raw Dog & Cat Food

Raw and frozen food orders are sent using a suitable tracked delivery service.

Most raw-food orders are dispatched within 2–5 working days.

Tracking information will be provided once your order is on its way.

Please ensure somebody is available to receive frozen deliveries where possible.

Because frozen products are temperature-sensitive, delivery arrangements may differ from our standard parcel service.

Click & Collect

Click & Collect is available from:

The North East Pet Shop
Unit 8 A&B
Victoria Industrial Estate
Hebburn
NE31 1UB

We’ll let you know as soon as your order is ready for collection.

Please wait for your ready for collection notification before travelling to the shop.

Local Delivery

Local delivery is available to eligible addresses.

Available delivery options, charges and any applicable minimum-order requirements will be shown automatically at checkout.

Where a delivery is arranged directly by our team, we will contact you with the relevant delivery information.

Highlands, Islands & Remote Areas

Some UK Highlands, Islands and remote-area postcodes may attract significantly higher courier charges.

This can include areas within postcode regions such as:

AB, HS, IV, KA, KW, PA, PH and ZE.

Where the checkout rate does not adequately cover the courier cost, we may contact you before dispatch to discuss the available delivery options.

Where we are unable to deliver your order at a reasonable cost, we may cancel the affected order and issue a full refund.

Pallet Deliveries

Some particularly large or heavy orders may be dispatched on a pallet.

Where pallet delivery is required, we will normally contact you before dispatch.

Pallet deliveries are generally made kerbside, at the nearest safe and accessible point to your delivery address.

Please ensure:

• suitable vehicle access is available;
• somebody is available to receive the delivery where required; and
• you have suitable arrangements to move the goods from the kerbside delivery point.

Delivery drivers are not normally required to move palletised goods inside your property.

If you have restricted access or particular delivery requirements, please contact us before ordering.

If a pallet delivery cannot be completed because suitable access or somebody required to receive the delivery is unavailable, additional carrier charges may arise. We will discuss any applicable charges with you where appropriate and in accordance with your statutory rights.

Delivery Times

Any delivery or dispatch estimates shown on our website are estimates unless we expressly agree a specific delivery date with you.

We will take reasonable steps to deliver goods within the agreed period and in accordance with applicable UK consumer law.

If an order is significantly delayed, please contact us so that we can investigate.

Delivery Delays

Occasional delays can occur because of circumstances such as:

• courier disruption;
• adverse weather;
• supplier delays;
• unusually high order volumes;
• bank holidays;
• remote delivery locations; or
• circumstances outside our reasonable control.

Tracking information will be supplied where available.

Damaged Deliveries

Please inspect your delivery as soon as reasonably possible.

If goods arrive visibly damaged, please contact us promptly with:

• your order number;
• details of the damage; and
• photographs of the packaging and affected goods where possible.

Please retain the goods and packaging until we confirm whether they need to be returned or inspected.

Missing or Incorrect Items

If an item is missing from your parcel or you receive the wrong product, please contact us as soon as possible.

We will investigate and arrange the appropriate replacement, refund or other resolution.

Incorrect Delivery Address

Please check your delivery details carefully before completing your order.

If you notice an incorrect address, contact us as soon as possible.

Where an order has already been dispatched, we may not be able to change the delivery address.

Additional courier charges arising from an incorrect address supplied by the customer may be payable where appropriate, but we will discuss these with you before taking any additional payment.

Failed or Refused Deliveries

If a parcel is returned to us because delivery could not be completed, please contact us so we can discuss the available options.

Any deductions or additional charges will only be applied where legally permitted and appropriate to the circumstances.

Nothing in this policy affects your statutory consumer rights.

Contact Us

For delivery questions, please contact:

North East Pets Limited
Trading as The North East Pet Shop / NE Pet Supplies
Unit 8 A&B
Victoria Industrial Estate
Hebburn
NE31 1UB

Email: info@nepets.co.uk
Company number: 14218298