Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to most popular questions. If you do not find what you are looking for, do not hesitate to contact us.
What time does the store open?
Our current opening hours are:
Tuesday – Saturday / 9am – 5pm
Where is the store located?
Our shop is located in Pontfaen, Lliswerry NP19 4TD. We are easy to find on Google Maps and have free parking outside.
Do you offer home delivery to local customers?
Yes we do and also can do same day delivery if an order is placed before 5pm.
What methods of payment do you accept in store?
We accept both cash or Mastercard/Visa card payments in our store.
Do you sell Reptiles?
Unfortunately, we do not sell reptiles and also no plans to start doing it at the moment.
Do you sell small animals (hamster, rats etc.)?
We used to breed Mice, Rats, Hamsters, Gerbils and Guinea Pigs. But decided to stop to concentrate more on birds.
Do you sell Fish?
No, unfortunately we do not sell fish but do sell some aquatic products which you can find in our online store.
I am looking for a specific item by a specific brand, could you order it in for me?
We are always up for helping customers in any way we can. Please email us or call our store to see what we can do for you!
Is there a Dog Groomer located in the store?
There is indeed, Doggy Groom is located inside the shop. She has over 15 years experience and can be found on Facebook and Instagram. Feel free to call us so we can make an appointment for your dog to be freshened up!
I have some questions regarding diet for my dog, can you help?
We would love to help you in any way we can. We have our very own Canine Nutritionist who can work with you to find out what is best for your needs and the dogs. Please give us an email or give us a call to get more information.
How often should I clean out my new pet and all of their belongings?
How old do I need to be to be able to purchase a pet from your store?
My pet seems to be unwell, what do you think I should do?
What advice do you have, regarding diet and food for my new pet?
Who is the best person to get in contact with about my pet?
You can contact us by email, phone or messaging us on our socials. If you think that the pet is not doing well, it is always good to make a vet appointment as soon as you can. If it is a bird it’s best to go to an Avian Vet.
Do I have to pay to return my online order?
A refund of your original delivery charge or return postage costs will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.
How do I return items bought via the website?
Please contact us on 01633 5549539 or send us email to email@example.com so we know you are returning an item. Please mention reason for the return.
Please include your name, address and contact info with your return and post to:
Newport Pets Ltd
How long does a refund take to process?
We will process a refund as soon as the goods are received back with us.
Refunds are processed by your Card issuing bank within 2 – 5 working days of us raising the refund.
Will you refund my original delivery charge if I return goods?
You can return items up to 28 days after receiving your order. Where the goods are not defective, we will process a refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of cancellation. In this case, we will refund the price of the product in full, including a refund of the original delivery charge but not the costs you incur in returning the item to us. click here for our full refunds policy.
What are your guidelines in the store?
Our guidelines follow the same procedures as other retail shops in Wales. Face masks are required for entry to the shop (unless exempt). We provide hand sanitiser to prevent any spread of the virus in the shop.
I have symptoms but need supplies for my pet, what should I do?
If you have any symptoms, we do contact-less deliveries to help prevent any potential spread of the virus. We accept card payments over the phone or you can order online and we will deliver it to you.