Delivery & Returns

Delivery

Where we ship. Across the United Kingdom.

Cost. Free. Delivery is included in the price of every order — you won't see it added at checkout.

Dispatch. Orders placed before 2pm on a working day are dispatched the same day. Otherwise the next working day.

Delivery time. Typically 2–3 working days from dispatch. You'll get a tracking link by email as soon as your parcel leaves us.

Hasn't arrived? If it's been more than 7 working days, email us and we'll chase it or send a replacement.

Returns & Refunds

30-day money-back guarantee. Use PuppyPaw for 30 days. If it hasn't earned its place by your door, email us and we'll arrange a return and refund you in full. No forms, no arguing.

Your statutory rights. Under the Consumer Contracts Regulations 2013 you have 14 days from delivery to cancel your order for any reason, and a further 14 days to return the goods. Our 30-day guarantee is in addition to this, not instead of it.

Condition. We'd rather you actually used it, so used is fine. Just send it back reasonably clean, with the packaging if you still have it.

Return postage. For faulty items or anything wrong at our end, we cover it. For change-of-mind returns, return postage is yours.

Refund timing. Processed within 3 working days of us receiving the return, back to your original payment method. Your bank may take a few days more.

Faulty items. Under the Consumer Rights Act 2015 you're entitled to a repair, replacement or refund for goods that aren't of satisfactory quality. Email us with a photo and we'll sort it.