PetnPony FAQ

OPENING HOURS


We're open Monday to Saturday: 9am – 6pm and Sunday: 10am – 4pm.


Our in-store team can get quite busy helping customers, so if we miss
your call, please try again during opening hours—we’ll do our best to
answer as soon as we can!


We’re closed on Christmas Day, Boxing Day, and New Year's Day. We're open as usual on all other days.


You can reach us by phone, email, or through our contact page. During business hours, we aim to respond quickly and help however we can.

Ordering


Absolutely! Just give us a call on 0191 384 0900 and our friendly team will take your order.


You’ll receive tracking info via email once your order has been
dispatched. You can also log in to your account on our website to check
order details.


If your order hasn’t been dispatched yet, we’ll do our best to help. Please call us on 0191 384 0900 as soon as possible.


Yes! We offer digital gift cards—perfect for pet and horse lovers. You can purchase them directly from our website and send them by email.


Your order confirmation email includes a downloadable invoice. You can also log into your account and view your order history and invoices anytime.


Yes! Keep an eye on our homepage, email newsletter, and social media for seasonal offers and exclusive codes. You can also subscribe to our newsletter at the bottom of this page to be the first to know!

DELIVERY


Delivery costs vary depending on the size, weight, and location. For more details, HERE.


Oh no! Please call us on 0191 384 0900 or email support@petnpony.co.uk and we’ll sort it out for you.


Orders are sent via Parcel Force or Royal Mail and usually arrive within 2–5 working days from dispatch. Please consider weekends and bank holidays.


We may be able to offer next working day delivery depending on stock and order time—please call us on 0191 384 0900 to arrange.


Yes! If you’re local to our store in County Durham, you can choose Click & Collect at checkout. We’ll let you know when your order is ready to pick up.

Yes! we can ship internationally just ad your items to your Basket and go to checkout the shipping amount will be calculated at that point.

Website


On each product page, scroll down below the image to view the full description and customer reviews.


Give us a ring on 0191 384 0900 and we’ll do our best to help source it for you quickly.


Scroll to the bottom of our homepage and enter your email to subscribe
to our monthly newsletter packed with news, offers, and updates!


Yes, we use a 256-bit SSL certificate for full encryption. You’ll see “https://” in your browser to confirm you're browsing safely.


Some lines are exclusive to our physical store, but we’re always
updating the website—check back regularly or give us a call if you're
after something specific.


Our online store is operated separately from our physical shop and may have its own promotions and stock availability.

PETS


You must be at least 18 years old and provide valid ID.


No—we want to personally hand over all our animals to ensure the best start in their new homes.


Of course! Our experienced team is happy to chat. Call us on 0191 384 0900.


We're not qualified vets, so we recommend taking your pet to a local vet
for any health concerns. We're happy to offer general advice where we
can.

RETURNS

You'll need to complete our Returns form
and send the item back to us. For full instructions, please visit our
Returns Information page.


You’re responsible for return postage unless the item is faulty. If it is, please contact us so we can help cover the cost or provide a label.

Returns Address:

Pet N Pony
49-51 Dragonville Ind. Park
Dragon Lane
County Durham
DH1 2XU