Ordering

Can I place an order over the phone?
Please phone us on 01444 474019 to speak to our warehouse team who will quite happily take your order for you.

I know what I need but I haven't got the time to find all the products?
Send us an e-mail with products you need and we will do the hard work for you.

Delivery

What delivery options have I got?
You have 1 of 3 choices all dependant on order weight and location. For local customers (15 mile radius), you have 2 choices. You can either use our click&collect option to reserve your stock and once you've received a text/e-mail you can pick up your order. We can also offer FREE home delivery in our warehouse van. When you place your postcode on the delivery details, the web will give you the delivery options you have available.

For other UK orders weighing between 100g and 5kg, our courier service will deliver to you at a cost of £3.99 (up to 2kg) or £4.99 (2-5kg). Unfortunately we cannot offer any bulk bag deliveries to the rest of the UK.

Why can't I see any delivery options?
The website gives you the delivery options based on your order weight or postcode. If your order weighs less then 5kg then you will be offered a parcel service. If your order weighs more then 5kg and your postcode matches (RH15, RH16, RH17, BN6, BN7, BN8) then either click&collect or local delivery will be offered.

Can I book a delivery slot?
Unfortunately we do not current offer a delivery booking service unless you are from the local area. We work closely with our couriers to try and offer a 3-5 day delivery service. Deliveries are made between 8am and 6pm Monday to Friday.

Do I need to be in to sign for my delivery?
No, if you are not in then our couriers will use their judgment to leave it somewhere safe or refer to your instructions e.g. leave with a neighbour.

My order has arrived damaged or has items missing, what do I do?
Please contact our warehouse team on 01444 474019 or info@petandgardenwarehouse.com with item details and your customer number or return to product to our Haywards Heath warehouse with your delivery note.

When we my delivery be dispatched?
Your delivery will be dispatched as soon as the payment has cleared and the warehouse team have picked and packed your order. You will receive an e-mail confirmation when this has happened.

Which courier will deliver my goods?
Local deliveries will be made by our Warehouse driver. Deliveries out of 15 mile radius of our Warehouse will be made by Royal Mail (packages less then 2kg) or by Collect+ Parcel Service

Website

How do I find product information?
There are 3 simple ways to find your product; either using the search facility on the right hand side, use the stores on the left or the category buttons on the top of the page.

How do I sign up for your newsletter?
Send us an e-mail to info@petandgardenwarehouse.com and you will receive our monthly newsletter.

What do I do if a product is out of stock?
Our warehouse receives deliveries from various suppliers every day of the week so keep coming back to check the latest. Or phone or e-mail us and we will do our best to give you up-to-date stock information.

Why can I not find the product I want online?
We are always reviewing our website to add more ranges to our already expansive range. We have chosen the most popular items from our warehouse but you can always call or e-mail to see if we can help you out.

Why has my payment been rejected?
We use Visa and Mastercard’s identity verification as part of our payment process so all cards signed up to this scheme must pass this step and customers must provide their password before we are able to accept payment. This functionality provides greater fraud protection to you and us. Please ensure you follow this step for your payment and order to be accepted.

Warehouse & Returns

Does your store have a certain product in stock?
Please phone our warehouse on 01444 474019 to speak to our Warehouse team who will give you an up-to-date stock details and who have access to over 20000 products from our wholesale catologue.

What is the refund procedure for in-store bought goods?
If the product is proven faulty or damaged then we offer a 100% refund or exchange upon the  production of a valid receipt. For faulty or damaged goods without a receipt, we can only offer a credit note or exchange provided one of our Warehouse team can prove it has come from us.

Any products returned due to a change of mind or the wrong size will be offered an exchange or a credit note. A 20% restocking fee may be added to any refunds on non-faulty products.

What is the refund procedure for website bought goods?
Any product proven faulty, incorrectly sent or damaged will be valid for a full refund and postage refund upon receipt of the goods into our warehouse. Any orders returned in-store can be dealt with there and then. Returns should be made within 28 days in original, unopened packaging.

If any non defective product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

What methods of payment are accepted in store?
We take all major credit and debit cards (except Solo and American Express) as well as Contactless technology (for transactions under £15). We also accept cash and cheque (only with a cheque guarentee card).
For contractors we can also set up an account payment option, please speak to our team in store for more details.