FAQs

Find answers to common questions about PAWSOME PET PANTRY products, ordering, shipping, returns, and customer support.

1. What does PAWSOME PET PANTRY sell?

PAWSOME PET PANTRY is an online store selling pet toys and pet accessories.

Available products are displayed on our website and may change depending on stock availability.

2. Who operates PAWSOME PET PANTRY?

PAWSOME PET PANTRY is operated by PAWSOME PET PANTRY LTD, a private limited company registered in England and Wales.

Company number: 15735811

3. Where do you deliver?

We currently deliver to eligible addresses within the United Kingdom.

You can confirm whether delivery is available to your address by entering your postcode during checkout.

4. Do you offer international shipping?

No. We do not currently deliver outside the United Kingdom.

5. How much does shipping cost?

We charge a flat standard shipping fee of

£15.00 per order

The shipping fee will be displayed during checkout before payment.

6. How long does order processing take?

Orders are normally processed within 1–2 business days.

Business days are Monday to Friday, excluding weekends, UK bank holidays, and public holidays.

7. What is your order cut-off time?

Our daily order cut-off time is 5:00 p.m. UK time.

Orders placed after the cut-off time normally begin processing on the next business day.

8. How long does delivery take?

Our estimated delivery timeframe is:

Processing: 1–2 business days
Shipping transit: 3–5 business days
Total delivery: 4–7 business days

Delivery dates are estimates unless we expressly confirm a guaranteed delivery date.

9. Will I receive tracking information?

Where tracking is available, we will send a shipping confirmation containing the tracking number and carrier information.

Tracking may take up to 24 hours to become active after dispatch.

10. Can I change my delivery address?

We may be able to update it before dispatch. Address changes cannot be guaranteed after an order has been dispatched.

11. What should I do if my order is delayed?

Check the tracking information provided in your shipping confirmation.

If your order has not arrived within the estimated timeframe, contact us with your name and order number. We will review the delivery information and investigate with the carrier where appropriate.

12. What should I do if tracking says delivered but I cannot find my parcel?

Please:

Check the delivery address and tracking details.
Check any authorized safe place.
Ask other household members or neighbors.
Review any delivery photograph.
Contact us if the parcel still cannot be located.

We will review the available delivery evidence and assist with an appropriate investigation.

13. Can I cancel my order?

If the order has not been dispatched, we will try to cancel it. If it has already been dispatched, you may need to receive and return it.

Applicable statutory cancellation rights are not affected.

14. What is your return period?

We offer a 30-calendar-day return window beginning on the date your order is delivered.

15. What condition must a returned product be in?

For a voluntary change-of-mind return, the product should normally be

Unused and unwashed
In its original condition
Free from pet hair, stains or odours
Returned with its packaging, labels and accessories
Securely packaged for return delivery

This does not limit your statutory rights relating to faulty or incorrectly supplied products.

16. Do you charge a restocking fee?

No.

Restocking fee: 0%

A reasonable deduction may apply where legally permitted if a product has been used beyond necessary inspection and its value has been reduced.

17. Who pays the return shipping cost?

For a change-of-mind return, the customer normally pays the return shipping cost.

PAWSOME PET PANTRY will cover reasonable return costs if the product is confirmed as faulty, damaged, incorrect, or materially not as described.

18. How do I request a return?

Email support@pawsomepetpantry.com and provide:

Your full name
Order number
Product being returned
Reason for the return
Photographs where applicable

We will provide the appropriate return instructions and designated return address.

19. Where should I send my return?

Do not send a product directly to our registered office unless we specifically instruct you to do so.

20. How long does a refund take?

Eligible refunds are processed within 14 calendar days after we receive the returned product or acceptable evidence that it has been returned, where applicable.

Your bank or payment provider may need additional time to display the funds.

21. How will I receive my refund?

Refunds are normally issued to the original payment method used for the order.

We will send a confirmation after the refund has been processed.

22. What should I do if my product arrives damaged, faulty, or incorrect?

Stop using the product if it may be unsafe and contact us promptly.

Include your order number, a description of the problem, and clear photographs or videos where appropriate.

Depending on the circumstances, we may provide a refund, replacement, exchange, or another appropriate remedy.

23. Do you offer exchanges?

Exchanges may be available for faulty, damaged, or incorrectly supplied products.

A change-of-mind exchange may also be available if the product meets our return conditions and the requested replacement is in stock.

24. What payment methods do you accept?

The payment methods currently available will be displayed during checkout.

Please select one of the available options before completing your order.

25. How do I know whether a product is suitable for my pet?

Review the product description, dimensions, size information, and instructions before purchasing.

Choose products appropriate for your pet’s size, age, behavior, and individual needs. Pets should be appropriately supervised when using toys and accessories.

26. Do you have a physical shop?

PAWSOME PET PANTRY operates as an online store.

Our registered office is not presented as a physical retail shop, customer collection point, or product return facility.

27. How can I contact PAWSOME PET PANTRY?

You can contact us using:

Email: support@pawsomepetpantry.com
Telephone: +44 7789 063118

For order inquiries, include your name and order number.

28. What are your company details?

Legal Business Name: PAWSOME PET PANTRY LTD
Trading Name: PAWSOME PET PANTRY
Company Number: 15735811
Registered Office: 41 Dragonfly Way, Houghton-le-Spring, England, DH4 7BN, United Kingdom
Website: pawsomepetpantry.com