Help

Help and Support

Index:

About Waitrose & Partners in association with Monster Pet
Why can't I login?
My delivery
Repeat delivery service
Payment information
Need more help

About Waitrose & Partners in association with Monster Pet

At Waitrose & Partners we always strive to bring you the finest products from caring, quality suppliers, so we’re delighted to be working in partnership with Monster Pet Supplies.

Monster Pet Supplies is the friendly online pet store that helps busy pet owners get exactly what they need to make their pets happy. Whether you're feeding a great big appetite or the most sensitive of stomachs, if you like to harness up and head for the hills or prefer a stroll round the park, the right products for your pet will make all the difference. Monster Pet Supplies offer the things they know pet owners want and they work hard so that you won't be overwhelmed with choice.

Monster Pet Supplies was founded in 2009, and is based in Leeds.

Why can't I login?

1. As Waitrose.com, Cellar, Florist, Gifts, Garden and Pet are individual websites, you’ll need a separate login for each.

2. You won’t be able to add Pet items to your grocery order on Waitrose.com, or to your basket on Cellar, Florist, Gifts and Garden as these are separate websites and you’ll need to create an individual basket for each.

My Delivery

We understand that getting your items to you quickly is really important, so we make every effort to process your order as fast as possible.

1. What are your delivery charges?

Pet by Waitrose & Partners offers FREE delivery for all Home delivery or Click & Collect orders of £45 or more. There is a delivery charge of £3.95 for orders under £45.

2. Submitting the wrong delivery address

If you submitted the wrong delivery address by accident the Pet by Waitrose & Partners team on 0345 032 8002 (we are open Monday to Saturday 9am - 6pm). We’d be happy to help you amend your order.

3. Do you ship internationally, i.e. outside the UK?

Pet by Waitrose & Partners operates in the UK only and is not currently equipped to deliver abroad.

4. How can I track my order?

The size and weight of your order determines how we deliver it and whether we will receive a tracking number. If we have a tracking number for your order you will be able to see it on the email we send you to confirm when your order has left our warehouse and within My Account.

If you are using our Click & Collect service you will receive an email notification when your order has left our warehouse which will confirm your collection date.

If your order has been allocated a tracking number (starting JD) then you can track your parcel via https://www.yodel.co.uk/track

5. Will I have to sign for my package?

During checkout you will be given the choice of signing for your delivery or opting to have it left in a safe place. If you don't have a tracking number you won't be expected to sign for your order. You can check this in My Account.

6. Click & Collect

An estimated collection date will be displayed in the basket once all your items have been added. You will then receive an email notification when your order has left our warehouse which will confirm when your order will be ready to collect.

If you have provided a mobile telephone number you will receive a text message from the carrier confirming that they have delivered your order to the selected branch.

When you collect your order, we’ll ask you for:

The 9-digit order number
The name on the order

Someone else can collect the order for you.
If you're collecting an age-restricted item, such as alcohol, please bring proof that you're aged 18 or over. It's our policy to ask for this if we think you look younger than 25.

Christmas Ordering

*Whilst we endeavour to do our best to get your order to your door in time, increased courier volume and postal strikes means this cannot be guaranteed.

Repeat Delivery Service

Most pet owners find they need to repeat their pet food order on a monthly basis. The Pet by Waitrose & Partners repeat delivery service allows you schedule your order to repeat at a frequency of your choosing.

We'll repeatedly deliver your monthly pet food order and any other essential items you need on a regular basis. Always making sure you get the best deal advertised on the day, so there’s no need to shop around.

1. How do I set up a repeat delivery?

Find your pet’s favourite products
Select your preferred size and quantity
Choose the frequency of your repeat delivery e.g. every one, every two months etc.
Click “repeat delivery”

2. Can I change the frequency of my repeat delivery?

Yes, you can view your scheduled delivery from your my account page where you will be given the option to change the frequency of your delivery.

Payment Information

Pet by Waitrose & Partners understand that the safety of your personal information is extremely important. We use all the security tools at our disposal to protect your personal data and your credit card information from unauthorised access.

To protect you from fraud when you are shopping online, new regulations are being introduced. This will mean that you may sometimes have to confirm your identity when purchasing an item online or via our app.

You could either be sent a short code when you are making a payment, by text or email, which you will need to enter to complete the purchase, or use your banking app to confirm that you are the cardholder.

It is important that you keep your mobile phone number and contact details up to date with your bank or card provider. This will ensure that you will be able to make that online purchase if your bank or card provider wants to check that it is you using the card to make the payment.

If you cannot complete a purchase using your card to shop on our website or in our app then please contact your card issuer for assistance.

PayPal

PayPal customers who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.

Please note: We do not currently accept payment from Amex, Maestro, American Express, Solo or Waitrose and John Lewis gift vouchers and gift cards.

Need More Help?

If you have any further questions or if you would prefer to place your order over the phone call the Pet by Waitrose & Partners team on 0345 032 8002 or email customerservices@waitrosepet.com. We’ll be only too pleased to hear from you. We're open Monday to Friday 9am - 6pm.