Frequently Asked Questions

Discount codes 

10% discount on all overs over £180 using the code: BULK108

Please note codes must be used at the time of purchase, as we cannot retrospectively add discounts. One discount code/offer per transaction can be used. This includes our multi buy discounts. The largest discount will take effect, and multi buy offers will nolonger stand. 

Stefs Pet Points 

The Stefs Pet Points Program allows you to earn points for certain actions you take on the site.

You will only earn pet points on purchases made while being logged into your account.

Pet Points are awarded based on making purchases, registering an account and reviewing products. 

£1= 1 Pet Point, 100 Pet points = £1 to spent at checkout.

We cannot backdate or add Pet Points retrospectively.

We cannot add retrospectively. These discount codes cannot be used together. 

How will my order be delivered?

Stefs Pet Pantry NI offers local delivery across Belfast, Antrim, Mallusk, Larne and surrounding areas, using our own temperature-controlled vehicles (-18°C) to keep your order perfectly frozen from our freezers to yours.

All deliveries are packed in reusable bail-arm crates, which our driver will collect back at the time of delivery. If you’re not home, we’re happy to leave your order in a safe place of your choice — just let us know when you order.

At Stef’s Pet Pantry, we pride ourselves on those extra touches of care — our drivers are friendly, reliable, and always happy to lend a hand if needed!

What time will my delivery be?

Our van deliveries start from 6:00am.
The evening before your delivery, you’ll receive an email with a one-hour delivery window.

At 6:00am on the morning of delivery, you’ll get a live tracking link so you can follow your driver’s route.
You’ll receive another message when the driver is one stop away, and a final confirmation (with a photo if left in a safe place) once your order has been delivered.

Deliveries scheduled before 7:00am will be left quietly without disturbing you, unless you’ve asked us otherwise.

When will I receive my order?

We’ll deliver on the date selected at checkout for all areas covered by our Stef’s Pet Pantry NI vans.

Orders must be placed by 12 noon the day before delivery.
During busy periods, please note that weight or capacity limits may bring this cut-off forward.

Do I need to be at home to receive my delivery?

You don’t need to be in — we can leave your order in your chosen safe place if you’re out.
Simply let us know any instructions when you place your order, and we’ll do our best to accommodate them.

What is the minimum order?

For Stefs Pet Pantry NI van deliveries, there’s no minimum order at all — order as little or as much as you like.

Do you offer a subscription service?

Not yet — but we’re working on it! Keep an eye on our socials and newsletter for updates when our subscription service becomes available in Northern Ireland.

How much can I fit in my freezer?

Every freezer’s a little different, but on average, a standard upright freezer drawer holds around 8 kg of raw food.
We’ll soon be adding more detailed freezer space guides to help you plan your storage.

Can I amend or cancel my order?

Once an order has been placed, we’re unable to make changes to it.
If you need to cancel an order after it’s been picked, a £10 restocking fee will apply.

Can I change what’s in a mixed box?

Sorry — our mixed boxes are pre-packed by the manufacturer before they arrive to us.
However, if you’d like to create your own mix, you can do so in-store at our Mallusk location, where you can hand-pick your favourites.

Can I add to my order?

Yes — if we receive enough notice before your order has been packed.
Please note we’re unable to make additions over the weekend.

If you have any problems with your order or any of the items are unsatisfactory, please get in touch with us. We will do our best to deal with your problem efficiently.
Please note that we are unable to accept returns on frozen, raw and perishable goods as these are exempt from the right to cancel. This does not apply to faulty goods.

FOR ONLINE PURCHASES

Refunds are available for any non-frozen / non-perishable goods within up to 30 days of purchase, and you must return the goods within 14 days of requesting a refund, complete with the original packaging to us at your own expense.

It is your responsibility to take reasonable care of the goods before they are returned to us. Goods must be packaged adequately to protect against damage and arrive in a saleable condition. If there is any damage or deterioration evident, we will charge you for the reduction in value.

All monies paid to us by you including any postage / carriage will be refunded within 30 days, less any costs due under this contract.
This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described. 
Adding to original orders can be made using the dedicated add on option at the checkout. By selecting to pay delivery again, you will not qualify for a refund if both orders are delivered together. Refunds for selecting the wrong shipping at checkout can not be given after payment has been made.

PURCHASES MADE IN PERSON

We are not able to offer refunds on goods bought in person from our shop or any other outlet which are being returned for example because they are no longer required or you have changed your mind.
This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described.