Shipping policy
At Paw Playz, we strive to make your pet shopping experience as smooth and carefree as possible. We offer free standard shipping on all orders of pet supplies. By processing our shipments in batches, we aim to keep costs fair while also reducing our ecological footprint.
Delivery Time and Processing
After you place your order, it takes 1–2 business days for our fulfilment partner to process it. All orders ship from our central warehouse. Orders placed over weekends or public holidays may take slightly longer to process. Once shipped, delivery typically takes 3–10 business days, depending on your location and chosen shipping method.
We do our utmost to dispatch your pet supplies quickly, but during peak periods our courier may experience delays. If this happens, we’ll keep you informed via email.
Order Cut-off Time
23:45 (GMT) each day. Orders placed after this time will begin processing on the next business day.
How to Order
Ordering from Paw Playz is simple and secure. After adding items (food, toys, accessories, etc.) to your cart:
- Enter your shipping address.
- Review your details on the “Shipping” page.
- Choose a payment method:
- Credit Card (AMEX, MasterCard, Visa, Maestro)
- PayPal
- Direct Bank Transfer
- Click “Complete Order” and follow the prompts to finalise your payment.
Cancelling or Modifying Orders
Because our system processes orders immediately, we cannot cancel or change orders once placed. If you need a different item, simply return the original purchase under our Return Policy after delivery.
Returns After Delivery
If you receive your pet supplies and wish to return them, please follow our Return Policy. Approved returns are refunded to your original payment method once received and inspected.
Customs Duties & Refused Packages
All shipments from our UK/Ireland warehouse are sent duty-paid within those regions. Customers ordering from outside these regions are responsible for any import taxes or duties. If you refuse a package due to these charges, you’ll bear return shipping, customs fees, and a refused-package handling fee.
- The handling fee is a fixed €40, deducted from your refund.
- Original shipping costs charged at purchase are non-refundable.
- Unjustified refusals (e.g., simply deciding you don’t want the item) may incur extra charges.
Delivery Exceptions
We cannot deliver to P.O. Boxes, APO/FPO/DPO addresses in Europe, or remote islands/territories. Our couriers require a physical street address for secure delivery.
Missed Deliveries & Uncollected Packages
If you miss delivery and don’t collect from the local depot within the carrier’s time limit, your package will be returned to us. Return and processing costs will be deducted from your refund. If you’d like it reshipped, you’ll need to cover the additional shipping charge.
Lost or Stolen Packages
Paw Playz is not responsible for packages marked “delivered” but not received. Please check with your courier first. For returns, we recommend using a trackable service to ensure safe delivery back to our warehouse.
Help & Support
Questions about shipping or your order? Contact our friendly team at support@paw-playz.com. We’re here to help!