Delivery and Returns Policy

Thank you for choosing Paws Pet Food Ltd. for your pet’s nutritional needs. We strive to ensure that your shopping experience with us is smooth and satisfactory. Please read our delivery and returns policy carefully.

Delivery Information:

  1. Delivery Partners:
    • We utilize the services of trusted carriers including DPD, Evri, and Royal Mail (for samples) to ensure timely and reliable delivery of your orders.
  2. Delivery Times:
    • Orders are typically dispatched within 2-4 business days of payment confirmation.
    • Delivery times may vary depending on your location and the delivery option selected at checkout.
    • Estimated delivery times are provided during the checkout process for your convenience.
  3. Shipping Costs:
    • Shipping costs are calculated based on the weight of your order and your location.
    • Free shipping is available where specified on our website.
  4. Delivery Tracking:
    • Once your order has been dispatched, you will receive a tracking number via email or SMS, depending on the contact information provided at checkout. Please provide a mobile phone number.
    • You can track your order using the provided tracking number on the respective carrier’s website.
    • There is no tracking number for royal mail delivered samples.
  5. Delivery Address:
    • Please ensure that the delivery address provided at checkout is accurate and complete to avoid any delays or delivery issues.
  6. Delivery Issues:
    • In the rare event of any delivery issues or delays, please contact our customer service team at [email protected] with your order details, and we will promptly assist you in resolving the issue.

Returns and Refunds:

  1. Eligibility:
    • We accept returns of unused and unopened products within 30 days of delivery.
    • To be eligible for a return, the item must be in its original packaging and in the same condition as received.
  2. Return Process:
    • To initiate a return, please contact our customer service team at [email protected] with your order number and reason for return.
  3. Return Shipping:
    • Customers are responsible for return shipping costs unless the return is due to an error on our part or a defective product.
    • We recommend using a trackable shipping service for returning items, as we cannot guarantee receipt of returned items without tracking.
  4. Refunds:
    • Once your return is received and inspected, we will process your refund to the original method of payment within 5-7 business days.
    • Refunds will be issued for the cost of the returned item(s) minus any applicable restocking fees or return shipping costs.
  5. Damaged or Defective Items:
    • If you receive a damaged or defective item, please contact us immediately with clear photos of the product and packaging.
    • We will arrange for a replacement or refund as appropriate, and no return shipping costs will be incurred by the customer in such cases.

Contact Us: If you have any questions or concerns regarding our delivery and returns policy, please don’t hesitate to contact our customer service team at [email protected] or call us at 01244 478785 / 07564236528.

Thank you for choosing Paws Pet Food Ltd. We appreciate your trust in us and are committed to providing you and your furry friends with the highest quality products and service.