Shipping policy
Last updated: 4 June 2026
We deliver across the United Kingdom and we want your order to arrive quickly and reliably. Here's how shipping works.
1. Free UK Standard Shipping
Standard shipping is free on every UK order. No minimum spend, no handling fees, no surprises — the price you see at checkout is everything you pay.
2. Where We Deliver
We deliver to residential and business addresses throughout the United Kingdom. We're unable to deliver to PO Boxes, mail-holding services, or parcel-forwarding services. If we can't deliver to your address for any reason, we'll contact you and refund you in full.
3. Order Processing
Orders are processed and prepared for dispatch within 2–6 business days (Monday to Friday, excluding public holidays).
- Order cut-off: 5:00 PM (GMT). Orders placed after this begin processing the next business day.
- Confirmation: You'll get an order confirmation email straight after purchase, and a dispatch email with tracking once your order is on its way.
4. Delivery Timeframes
| Stage | Estimated duration |
|---|---|
| Order processing | 2–6 business days |
| Transit (standard shipping) | 2–6 business days |
| Total estimated delivery | 4–12 business days |
Delivery times are estimates and can occasionally vary with seasonal carrier delays.
5. Tracking Your Order
Your dispatch email includes a tracking number and a link to follow your parcel's progress. Please allow 24–48 hours after the email arrives for tracking information to update.
6. Where Your Parcel Ships From
To offer you the best value, some items are dispatched directly from our partner warehouses, so your parcel may show an international origin on the shipping label. This doesn't change anything for you: delivery is free, the checkout price is the full price, and you will not be asked to pay any customs, import, or handling charges on your order.
7. Delivery Issues
- Order not arrived? If your order hasn't arrived within 12 business days of purchase, email support@pawandpetsupply.com — we'll investigate with the carrier and update you within 1 business day.
- Arrived damaged? Take a photo of the product and packaging and email it to us. We'll arrange a free replacement or refund — in most cases you won't need to send the damaged item back. Full details are in our Return & Refund Policy.
- Wrong address? Please double-check your delivery address at checkout — we can't redirect parcels once they've been dispatched. If you spot a mistake right after ordering, email us immediately and we'll do our best to catch it before dispatch.
8. Returning Something?
Please email support@pawandpetsupply.com first so we can approve your return — full details are in our Return & Refund Policy. Approved returns go to our UK returns facility:
Paw and Pet Supply — Returns
Gateway, Unit 11
Wilders Way
East Midlands
DE74 2XL
United Kingdom
Please include your order number inside the parcel, and never send returns to our US correspondence address — they can't be processed there.
9. Contact Us
| support@pawandpetsupply.com | |
| Phone | +1 213 778 0199 |
| Response time | Within 1 business day |
| Trading name | Paw and Pet Supply |
| Legal entity | DH SMMA LLC |
| Correspondence address | 7901 4th St N Ste 300, St Petersburg, FL 33702, United States (not a returns address — see our Return & Refund Policy) |
| Business hours | Monday – Friday, 9:00 AM – 6:00 PM (GMT) |
This policy never reduces your legal rights as a UK consumer.