About Us

Superpetsdirect is owned by Lester Bowden 1898 Ltd. We are located at The Old Spread Eagle, High Street, Epsom KT19 8DN.  You can contact us by phone between 9am - 4.30pm Monday - Friday on 01372 747474.

Please note that we are only able to offer support for online orders from 9am - 5.30pm, Monday - Friday.

Making A Purchase

The Superpetsdirect website is very simple to use. Just browse our store, and add any items that you wish to buy to the shopping cart. Press the back button or the 'click here to keep shopping' text at the bottom to return to the store and add more products to the shopping cart. Once you have finished your selection, click the view cart button at the very top and then click proceed to check out. You can view your shopping cart at anytime by clicking on the "View Cart" link.

We accept credit and debit card payment as well as Paypal. For more information on credit card security please see below.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. This term has been included to protect us in the case that a mistake has been made in pricing or we are no longer able to supply a particular product for some reason. In the case of a pricing or carriage error we will contact you to make sure this is acceptable.

We will also email you when your payment has been taken and your goods have been dispatched. An email will also be sent to inform you if any items are out of stock. These out of stock items are not charged until they have come into stock and are ready to be dispatched to you. Should you wish to cancel the out of stock item then please contact us using the contact details shown above, or the "Contact Us" link in the online shop.

All orders MUST be received by 11am for Shipping the sameday, (excluding Bank Holidays & Weekends). All orders received after this time will be dealt with the next working day.

Cancelling an order

We can cancel an order for you upon request, If the item(s) has not left us but delivery has been arranged you would still occur a shipping charge, if the products have already been shipped you would be liable to pay the cost of returning this item(s) back to us & may be subject to £2 charge or a 15% restocking fee Whichever is least. This is to cover administration cost with retuned items.

This also Includes eBay Sales.

Frozen food orders can not be cancelled.

Shipping And Handling

Please ensure you select the correct delivery method at checkout - failure to do so may result in a delay in processing your order.

Our delivery rates are based on the weight of the order.

All Cages carry a  delivery charge, this is because we insure them as the items are so expensive and cannot afford to have one damaged, we show this as delivery.

ROYAL MAIL DELIVERY

Superpetsdirect accepts NO RESPONSIBILTY for items lost or stolen in the post and as such no case will be pursued by us unless recorded delivery is used. Recorded delivery is available at checkout by either selecting 1st class recorded or 24hr Courier Delivery.

In the extremely unlikely event that your Royal Mail shipped order has not arrived within 15 working days from the date of dispatch, please contact us and we will help to assist you with pursuing your claim with Royal Mail. Please note 'we do not' file a lost item claim for you but provide all the necessary information for you to complete the claim form yourselves, and provide proof of postage if required. Royal Mail / Post Office claims, damages or lost item complaint cannot be followed up until 15 working days have passed.

If a package from Royal Mail is returned to us as it is undeliverable we will have to charge you another postage rate to re-send it. We will contact you should your item(s) be returned back to us.

COURIER DELIVERY

When Courier delivery is selected, the parcel will be collected Monday to Friday, If placed on a weekend the parcel is shipped on Monday (except Bank Holidays)

Super Pets Direct always obtain 'proof of posting' for small packages and larger packages sent via courier. We will always have a tracking number and require a signature on delivery

DELIVERY SCHEDULE

Dispatch dates are subject to stock availability and the time your order is placed.

We aim to dispatch your order on the same day providing it reaches us by 11am Monday - Friday. Orders placed after this time will be processed the following working day. Orders placed over the weekend will be processed on Monday morning. During Public Holidays we will process your order the next working day.

Please note we currently only deliver within the United Kingdom.

Risk in the products (e.g. damage or loss to the products) will remain with us until we deliver the goods to the address specified in your order or the goods are collected in-store, after which the risk will pass to you immediately and we cannot be held responsible for any loss or damage.”

“Events beyond our reasonable control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.”

Back Orders

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges

20% VAT is included in all the displayed prices online.

All Books & Frozen Food are Zero Rated.

Credit Card Security

We accept credit and debit card payments - Mastercard, Visa, Amex Solo, Switch / Maestro and Visa Electron.

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Super Pets Direct use a Secure Socket Layer (SSL) Shared Certificate with 128 bit encryption to ensure all card details are securely processed. When the payment method of "credit card / debit card" is selected, you will be forwarded to the paypal gateway server where the credit card information is recorded. No credit card details or other shopper information are held on gateway server. Once goods have been shipped we will safely dispose of all sensitive details.

Privacy Policy

Super Pets Direct do not disclose buyers' information to third parties.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

Returns Policy

Please note live foods and perishable goods are non-returnable.

In the unfortunate event your parcel arrives damaged you should refuse delivery if the damage is obvious. It will be returned to us and replaced. If you have accepted the parcel please contact us immediately.

IMPORTANT PLEASE READ: IF YOU HAVE BOUGHT A LARGE ITEM RABBIT HUTCH, GLASS TANK ETC PLEASE MAKE SURE THAT YOU CHECK EVERY PART AND OPEN THE BOXES. FAILURE TO REPORT A DAMAGE AT POINT OF DELIVERY PROVIDES US NO ABILITY TO ISSUE A REFUND / REPLACEMENT

If your items have been damaged in transit we will be happy to provide you with a replacement at no extra cost to yourself.

Your rights to return goods are protected under the EU Distance Selling Directive. All goods returned should be unopened, unused and in a saleable condition.

You are entitled to cancel your order and return the goods excluding the cost of delivery within 7 working days except Livefoods for a full refund. To do this contact us by email or telephone and quote the order number supplied to you. Your refund will be paid after we receive your returned goods and within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or described incorrectly.

All damaged goods will be required to be returned to us for inspection, we do not issue part refunds for damaged items that customers are willing to keep. We will replace damaged items once we have received the original damaged item back. You may be required to complete a form at some point by Royal Mail regarding this damage

Before you Return items please contact us by phone or email so we are aware of your problem

Please include a covering letter with your contact details.

These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.

FROZEN FOODS

Free Delivery on frozen food orders over £100 

• All Frozen food is sent by TNT. 
• No Minimum Spend Required 
• Your order is guaranteed to arrive in perfect condition, 
• Any problems with frozen food must be declared the day you receive or will not be guaranteed. 
• If the courier loses your item we will send the order again. 
• If you order on Friday before 12pm, TNT Saturday Delivery is required, orders received after this time will be shipped on Monday for delivery on Tuesday.
• If some items on the order are unavailable we will not send the order unless you agree to the partial order, if you want us to send the outstanding items when they become available, delivery will be charged again
• If your order contains other items, (i.e Light Bulbs, Dry Food.) These will be included in you delivery charge.
• We include dry ice and insulation free of charge, 

Frozen food is sent by the following services, Failure to select one will result in any frozen order being delayed

1. TNT Next Day Before 12PM - £9.99.
2. TNT Next Day Before 9AM - £24.99 (weekdays only)
3. TNT Saturday Delivery Before 12PM  - £24.99

Frozen food items are NOT covered by our 7 day returns policy

We will not replace any items that have thawed during transit if you have not ordered SUFFICIENT quantities. We will not replace any frozen rodent orders delayed in the post unless you select "Next Day before Noon or Special Delivery" as the delivery method.

You will be liable for any losses if your order is delayed due to there being no one available to sign for your order on arrival.

If you do not live in the English Mainland then ALL frozen food orders are at your own risk!

Although we will always do our best to ensure you receive only the type and size insect that you have ordered we do not and cannot guarantee that there will not be any other size or type of insect also in the package.

Superpetsdirect accepts no liability to the Customer in respect of any damage, destruction or loss howsoever caused after delivery to the Customer. The Customer shall be solely responsible for ensuring that the Goods are stored and used safely and appropriately, upon receipt of Live Foods the Customer must transfer the Goods into containers suitable for the storage of those Goods

We cannot dispatch outside the UK

As the customer, you shall be solely responsible for ensuring that the goods are stored and used safely and appropriately, upon receipt of live foods, you must transfer the goods into containers suitable for the storage of those goods. Therefore we cannot accept returned goods if they have not been used in the correct way.