Shipping policy

Shipping Policy

Thank you for shopping with Paws Friends. We aim to make your shopping experience as simple and reliable as possible.

Order Processing

Orders are normally processed within 1–3 business days.

Once your order has been processed and dispatched, you may receive a shipping confirmation email with tracking information where available.

Delivery Times

Estimated delivery times vary depending on the product, supplier and delivery destination.

For orders delivered within the United Kingdom, estimated delivery times will be displayed at checkout or on the relevant product page where available.

Please note that delivery dates are estimates and may occasionally be affected by circumstances outside our reasonable control, including carrier delays, customs processing, severe weather or periods of high demand.

Multiple Packages

Some of our products are supplied and shipped by third-party suppliers. If you order more than one product, your items may arrive in separate packages and at different times.

You will not be charged additional shipping fees solely because an order is delivered in multiple packages unless this is clearly stated before checkout.

Shipping Costs

Shipping costs, where applicable, are calculated and displayed before you complete your purchase.

Any available free-shipping offers will also be shown at checkout or on the relevant product page.

Tracking Your Order

Where tracking is available, tracking information will be provided after your order has been dispatched.

Please allow some time for the carrier's tracking system to update after receiving your tracking information.

Incorrect Delivery Address

Please check your delivery address carefully before completing your order.

If you notice an error after placing your order, contact us as soon as possible. We will try to assist you, but we cannot guarantee that an address can be changed once an order has been processed or dispatched.

Delayed or Missing Orders

If your order has not arrived within the estimated delivery period, please contact us so that we can investigate the shipment.

Damaged or Incorrect Items

If your order arrives damaged, defective or you receive the wrong item, please contact us as soon as reasonably possible and provide your order number and, where appropriate, photographs showing the problem.

We will review the issue and explain the available solution in accordance with our Returns & Refunds Policy and your statutory rights.

Customs and Import Charges

Where an order is shipped internationally, customs duties, import taxes or other charges may apply depending on the destination and applicable law. Where such charges are not included in the price or collected at checkout, the customer may be responsible for them.