PenstonePetStoreOnLine Information

About Us Penstone Pet Store is dedicated to providing an efficient service. If you have any suggestions or comments please email us at PetstoreMail@aol.com

Making A Purchase Making a purchase is simple. Just browse our Catalog, and click on any items that you wish to buy and put them into the shopping basket. After you have finished your selection, click on "Order" and you will be asked for a few details that we need to be able to satisfy the order.

We accept credit card and switch payments only. We accept Mastercard, Visa, Visa Delta, Visa Debit, Switch, Solo and JCB cards.

We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped.

Shipping And Handling DELIVERY TO UK ADDRESSES: Delivery is charged by the weight of the package and is plus VAT. Up to 250g £2.00, 250 - 350g £2.45, 350g - 500g £3.95, 500g - 1 Kg £4.95, 1 - 2 £5.50, 2 - 4 Kg £ 6.50, 4 - 10 £7.50, 10 - 20 £12.50. For orders in excess of 20 Kg we will advise you of the exact cost of shipping before confirming your order.

ADDRESSES OUTSIDE THE UK: We will advise you of the exact cost of shipping before confirming your order.

It is our policy to use recycled packaging wherever possible.

Delivery Schedule We aim to deliver within 2 - 7 working days depending on delivery address. If you require special delivery instructions please e-mail or fax us so we can deliver the products you buy to exactly where you want us to deliver them.

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 United Kingdom and European Union Destinations. Purchases for delivery to addresses within the United Kingdom or a European Union country are charged VAT at the current rate (17.5%). The following countries are members of the European Union - Austria, Finland, Greece, Luxembourg, Spain, Belgium, France, Ireland, The Netherlands, Sweden, Denmark, Germany, Italy, Portugal, United Kingdom, Cyprus, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Slovakia and Slovenia.

Non European Union Countries and the Rest of the World. Orders sent to Non-European Union countries and the rest of the world are not subject to VAT. Please tick the exempt from VAT box at the checkout.

Credit Card Security We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Reaching Us If you need to reach us, please email us on PetstoreMail@aol.com. Alternatively, you can call on 01753 644735 or fax us on 01753 536604 or write to us at Penstone Pet Store, 26 London Road, Slough, Berks SL3 7HG.

Privacy Policy Penstone Pet Store do not disclose buyers information to third parties. Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item.Data collected by this site is used to:

a. Take and fulfill customer orders

b. Administer and enhance the site and service

c. Only disclose information to third-parties for goods delivery purposes

Returns Policy If a product arrives damaged or you receive the incorrect product and it is unopened we will accept the return provided that you have notified us within 7 days of receipt of the item. Notify us of your return at petstoremail@aol.com. Please check that you've received the correct products, as goods can't be exchanged once they've been opened unless they are faulty. If you have any comments, questions or complaints about the product you can use the same email address. If you would rather contact us by phone, dial 01753 644735. In the case of damaged, faulty or incorrect goods, we will refund the cost of return postage and the full cost of the goods.

If you have ordered the incorrect product or just wish to cancel the order and return a product without giving a reason, you should notify us of your return by email at petstoremail@aol.com within SEVEN WORKING DAYS of receipt of the items. In these circumstances, you as the consumer are responsible for the cost of the return postage. Penstone Petstore Online will make a full refund (excluding the original post and packing cost) provided that the goods are returned to us unopened and in a clean, re-saleable condition in the original packaging within 14 working days of receipt of your order.

Please pack carefully to avoid damage. We recommend that you use a Recorded Delivery service with adequate insurance from the Post Office if making a return, to enable you to make a claim for any loss or damage, as we are unable to compensate for return parcels that are lost or damaged in transit.

The cancellation period in the case of contracts for the supply of goods begins with the day on which the contract is concluded. The cancellation period ends on the expiry of 7 working days, beginning on the day after the day on which you receive the goods.

Returned items should be sent to Penstone Pet Store, 26 London Road, Slough, Berks, SL3 7HG, UK.

Refunds or exchanges cannot be made before we receive the returned goods. All refunds will be complete within 30 days of cancellation.

This does not affect your statutory rights as a consumer.