Terms & Conditions


We accept all main credit cards online. All payments are processed through Paypal. You will receive an order confirmation from Heidles and a payment receipt from paypal.

Order Processing and Acceptance

After you pay for your order online, you will receive an automatic email from us to confirm that we have received the order for processing. Please note that your order has not been accepted until we have processed it and confirmed dispatch. We reserve the right to cancel your order and refund prior to this. We may have to do this in cases where there has been an error in the pricing or if we cannot supply due to stock availability (whilst we try to update our online stock in real time we do make errors on occassion).

Order Dispatch

We dispatch orders on a first-come, first-served basis. You will receive an email when your order is on its way. Most orders will be dispatched within 48 hours, although we advise a lead time of 3 days.

For order queries please contact us via email

Terms of Sale

All goods remain the property of Supapets until payment is made in full. We reserve the right to refuse to supply goods. We reserve the right to change any advertised price before you place an order. All products and services are subject to availability and may be withdrawn at any time. If your order cannot be fulfilled you will be offered an alternative or given a full refund. Goods are not sold on a trial basis. We reserve the right to amend these Terms and Conditions at any time. These Terms and Conditions do not affect consumer statutory rights.

Goods Damaged in Transit

Whilst we work with the courier to ensure that all of our items are well packaged and protected during transit; sometimes we do get instances of courier-damage. Items received from the courier that appear to be damaged should be inspected and refused if obvious damage is present. We will not send out any item in a damaged condition, please don’t sign for delivery if the courier attempts to deliver products in this condition. Damages that are refused will be automatically returned to us and we will either send a replacement or refund in full where this is not possible.
Claims for damage, non-functionality and mis-shipping must be made within seven days of receipt.
Please contact us to arrange.

Non Receipt of Goods

For all orders:  Please contact us if not received within 5 working days (and certainly no longer than 20 working days, to allow us to act within courier time limits for reporting issues) from dispatch notification email and we will chase up our couriers and/or provide tracking information to resolve any delivery issues.


If you change your mind, you may return the product in its original condition and packaging. Please advise of all returns within 14 days. Items must be returned in their original packaging, as received. Refunds will be issued for all returns after inspection. Please contact us to arrange. You are responsible for ensuring safe delivery of the returned item and the cost of return. Orders must be returned to our warehouse in Derby – Heidles, Supapets, Hilltop, Breadsall, Derby, DE21 4FY. 01332 831300.

Copyright notice

This website content is copyright of Supapets, Derby - © 2013. All rights reserved.
Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:
You may print or download to a local hard disk extracts for your personal and non-commercial use only You may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material You may not, except with our express written permission, distribute or commercially exploit the content.  Nor may you transmit it or store it in any other website or other form of electronic retrieval system.

Use of Cookies

This website uses cookies to better the users experience while visiting the website.  By using our site we assume that you agree to the usage of cookies.

Cookies are small files saved to the users computers hard drive that track, save and store information about the users interactions and usage of  the website. This allows the website, through it’s server to provide the users with a tailored experience within this website.               Users are advised that if they wish to deny the use and saving of cookies from this website on to their computers hard drive they should take necessary steps within their web browsers security settings to block all cookies from this website and it’s external serving vendors.

This website uses tracking software to monitor it’s visitors to better understand how they use it. This software is provided by Google Analytics which uses cookies to track visitor usage. The software will save a cookie to your computers hard drive in order to track and monitor your engagement and usage of the website but will not store, save or collect personal information. You can read Google’s privacy policy here for further information [ http://www.google.com/privacy.html ].