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.

Shop Information

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. 

 

Pet Information

How often should I clean out my new pet and all of their belongings?

Hygiene should always be considered as one of the most fundamental and crucial tasks to prevent any problems around your pet. Cages should always be cleaned on a regular basis, making sure that cleaning disinfectant is used in the process. Please ensure that you use the correct type of disinfectant as some are not suited around particular animals and can cause problems. We will update this section with much more information as soon as we can. 
 

How old do I need to be to be able to purchase a pet from your store?

You have to be over the age of 18 to be able to purchase any of our pets. This is due to the commitment of taking care and raising another life in your guidance. If you are under the age of 18, a parent or guardian needs to be present to accept responsibility until you reach the age to purchase pets.
 

My pet seems to be unwell, what do you think I should do?

The best advice that we can give is to visit a vet to make sure that everything is okay. Although we have years of experience in this business, we do not have the knowledge to help animals like our beloved vets do everyday. If you want any advice for minor illnesses or accidents, feel free to contact us and we will try and help in any way that we can.
 

What advice do you have, regarding diet and food for my new pet?

Animals need to live a healthy lifestyle to be able to live a happy and long lifespan. We always recommend that you make sure that you know how an animal operates, mentally and physically. Different animals have different needs and there are different strategies which can be applied to ensure that any pet can live a healthy life. We will update our website with more information on how to look after your pet once they leave our store and begin a new life. 
 

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.

Refund Policy

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 returns@newportpets.co.uk 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
Returns
Fallowfield Drive
Newport
NP19 4TD

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.

COVID-19

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.