At PawPal Shop, we’re committed to making sure both you and your furry friends are delighted with every purchase. Our transparent shipping and returns policies are designed to give you peace of mind when shopping for your pet’s needs.

Shipping Information

We ship worldwide (excluding some Asian regions and remote areas) using reliable carriers to ensure your pet products arrive safely and promptly.

Order Processing & Delivery Times

  • Order Processing: 1-2 business days
  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after dispatch
    • Shipping Fee: £12.95
  • Free Shipping:
    • Available for orders over £50
    • Carrier: EMS
    • Delivery Time: 15-25 business days after dispatch

Please note that delivery times may vary depending on your location and customs processing. You’ll receive tracking information once your order ships.

Our Returns Promise

We accept returns and exchanges within 15 days of receiving your order. To be eligible for return, items must be:

  • In original condition (unused, unwashed, with all tags attached)
  • In original packaging
  • Accompanied by proof of purchase

Important Note on Non-Returnable Items

For health and hygiene reasons, we cannot accept returns on the following products:

  • All Dog Treats (including General Treats and Natural Treats)
  • All Dog Food (both Dry Dog Food and Wet Dog Food)

How to Return an Item

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email [email protected] within 15 days of delivery with your order number and product details
  2. Receive Instructions: We’ll email you a Return Merchandise Authorization (RMA) number with return instructions
  3. Pack Securely: Place the item in its original packaging with all accessories
  4. Mark Clearly: Write the RMA number on the outside of the package
  5. Ship to Us: Send the package to our return address:
    PawPal Shop Returns
    37 Princes Ave
    Kingston upon Hull
    GB CH5S 4AZ

Return Shipping & Refunds

Return Shipping Costs: Customers are responsible for return shipping unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process: Once we receive and inspect your return (typically within 3-5 business days):

  • Refunds: Issued to your original payment method within 7-10 business days after approval
  • Exchanges: Replacement items ship once we process your return (normal shipping times apply)

Note: Original shipping charges are non-refundable except in cases of our error.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear PawPal Shop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Details of item to return/exchange:
– Product Name:
– Reason for return/exchange:
– Preferred resolution: [Refund/Exchange for (specify product)]

I confirm the item is unused and in its original packaging with all tags attached.

Please provide return instructions and any additional information you may require.

Best regards,
[Your Full Name]
[Your Contact Information]

Questions?

Our friendly customer service team is happy to help with any questions about shipping or returns. Contact us at [email protected] and we’ll respond within 24 hours.

Thank you for shopping with PawPal Shop – where your pet’s happiness is our priority!