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PetnPony FAQ


We are closed Christmas Day, Boxing Day and New years Day. We are open as normal on all other days.

The store is open 9am - 6pm Mon - Sat  &  10am - 4pm Sunday.

We are only available on the phone during shop hours.


No Sorry, we do not have the facility to take orders over the phone. However, we can assist in your online order over the phone.
Call us on 0191 384 0900

Please check your emails for tracking information and links to the courier your parcel is coming with. Alternatively log into your account to see your order information.


Delivery varies depending on where the parcel is being shipped too, the weight and price but for more information, click HERE.

If your order is damaged up arrival please call us on 0191 3840900.

Your item will be despatched by DPD or Royal Mail and
takes 2-5 working days after dispatch. Please remember to take Bank
Holidays and weekends into consideration.

Depending on the time of order and whether the item is in stock we can
deliver next working day although there is an additional charge. Please
call in this instance on 01913840900.

Once your order has been dispatched you will receive an email with a link and tracking number for your item.


When you are on the
product page scroll down below the image and you will find the
description with information about the product along with the review tab

If the product you want to purchase is out of stock please call us on
01913840900 and we will try our best to have it available to you as soon
as possible.

At the bottom of the homepage, you can add your email address and
subscribe to receive our monthly newsletter which has all of our
information in.

Yes, our website is a secure site. It is protected by 256-bit encryption
SSL certificate through Geo Trust. you will see https:// in the search
bar which shows the site is secure.

We don't carry certain product lines on the website but we are continually updating the site and adding new products daily.

The online website is run from a separate warehouse and runs off its own
promotional plan from the Store. Therefore prices and stock vary
between in-store and online.


You need to be 18 years of age to buy a pet from our store. Verification ID will be needed.

No, we don't sell our pets online as we need to hand over the pet in person.

Yes, call our store on 01913840900 and our staff will be more than happy to help with your queries.

No, unfortunately, we are not qualified to diagnose illness you would have to take it to your local vets, we can only offer advice.


You will need to print off ourreturns formfill it in and post it back to the store, for more information on the returns procedure please clickHERE.

You are responsible for the cost of returning an item for refund or exchange unless your item is faulty.

Returns Address

Pet N Pony
49-51 Dragonville Ind. Park
Dragon Lane
County Durham