Shipping policy

Effective Date: 29 July 2026

This Shipping & Delivery Policy explains how PAWSOME PET PANTRY LTD, trading as PAWSOME PET PANTRY ("we," "us," or “our”), processes and delivers orders placed through our website, pawsomepetpantry.com.

Please read this policy before placing an order. By completing a purchase through our website, you agree to the shipping terms stated below.

1. Delivery Area

We currently deliver only to eligible addresses within the United Kingdom.

We do not currently offer international shipping. Customers can confirm whether delivery is available to their address by entering their postcode during checkout.

If we cannot deliver to a particular address, the customer will be informed before the order is accepted or contacted as soon as reasonably possible.

2. Order Processing Time

Orders are normally processed within:

1–2 business days

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

Order processing may include:

  • Confirming the order and payment
  • Checking product availability
  • Preparing and packing the products
  • Completing necessary order verification
  • Transferring the parcel to our delivery carrier

An order confirmation email does not mean that the order has already been dispatched. A separate shipping confirmation will be sent after dispatch.

3. Order Cut-Off Time

Our daily order cut-off time is:

5:00 p.m. UK time (GMT or BST, as applicable)

Orders placed before 5:00 p.m. will normally begin processing on the same business day.

Orders placed after 5:00 p.m. will normally begin processing on the next business day.

Orders placed on weekends, UK bank holidays, or public holidays will normally begin processing on the next available business day.

The cut-off time determines when order processing begins. It does not guarantee same-day dispatch or delivery.

4. Shipping Cost

We charge the following standard shipping fee:

Flat Standard Shipping Fee: £15.00 per order

The applicable shipping charge will be clearly displayed during checkout before the customer completes payment.

PAWSOME PET PANTRY will not add any undisclosed shipping charges after an order has been placed. Any optional or alternative delivery service, if available, will be clearly described and priced before payment.

5. Estimated Transit Time

After an order has been dispatched, the estimated transit time is:

3–5 business days

Transit time begins when the order is collected by or transferred to our delivery carrier.

The estimated transit time does not include weekends, UK bank holidays, or public holidays.

6. Total Estimated Delivery Time

The total estimated delivery time consists of:

  • Order processing: 1–2 business days
  • Shipping transit: 3–5 business days
  • Total delivery time: 4–7 business days

The total delivery estimate begins from the first business day on which the order enters processing.

For example, an order placed after the cut-off time on Friday will normally begin processing on the following Monday, provided that Monday is not a UK bank holiday.

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

7. Order Confirmation

After a customer successfully places an order, we will send an order confirmation to the email address provided during checkout.

The confirmation will normally contain:

  • The order number
  • Products ordered
  • Billing and delivery information
  • Product prices
  • Shipping charge
  • Total amount paid

Customers should review the confirmation and contact us promptly if any information is incorrect.

8. Shipping Confirmation and Tracking

After an order has been dispatched, we will send a shipping confirmation email.

Where tracking is available, the email will contain:

  • The tracking number
  • Delivery carrier information
  • A tracking link or tracking instructions

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

9. Delivery Address Responsibility

Customers must provide an accurate and complete delivery address during checkout.

Before placing an order, customers should check the following information:

  • Recipient’s full name
  • House or building number
  • Street name
  • Town or city
  • Postcode
  • Contact telephone number

If you notice an error in your delivery information, contact us immediately at support@pawsomepetpantry.com.

We will try to correct the address if the order has not been processed or dispatched. However, address changes cannot be guaranteed after dispatch.

If delivery fails because the customer supplied an incorrect or incomplete address, reasonable return-to-sender or reshipping costs may apply. We will explain any additional charge before arranging reshipment.

Customers will not be charged for reshipping where the delivery failure resulted from an error made by PAWSOME PET PANTRY or a delivery carrier selected by us.

10. Delivery Attempts

The delivery carrier may make one or more attempts to deliver an order.

If nobody is available, the carrier may:

  • Leave the parcel in an authorised safe place
  • Deliver it to an authorised neighbour
  • Leave instructions for redelivery
  • Send the parcel to a local collection point
  • Return the parcel to us

Customers are responsible for following the carrier’s redelivery or collection instructions within the time provided.

A parcel will only be left with a neighbor or in a safe place where the customer has authorized it or where the carrier’s delivery terms lawfully permit it.

11. Failed Delivery and Returned Parcels

Delivery may fail because:

  1. The delivery address is incorrect or incomplete
  2. Access to the property is unavailable
  3. The recipient is unavailable
  4. The customer does not collect the parcel
  5. The customer does not follow redelivery instructions
  6. The parcel is refused without contacting us

If a parcel is returned to us, we will contact the customer to discuss reshipment or cancellation.

If the failed delivery was caused by incorrect information or a failure attributable to the customer, reasonable additional delivery or return costs may apply where legally permitted.

If the delivery failed because of our error or the error of our selected carrier, we will arrange an appropriate remedy without charging the customer an additional shipping fee.

12. Delivery Delays

Although we aim to meet the estimated delivery timeframe, delays may occasionally occur because of:

  • Severe weather
  • Courier or transport disruption
  • High seasonal order volumes
  • UK bank holidays
  • Public holidays
  • Incorrect delivery information
  • Events outside our reasonable control

If we become aware of a significant delay, we will make reasonable efforts to notify the affected customer.

Customers should contact us if an order has not arrived within the estimated delivery period. We will review the tracking information and, where necessary, investigate the delay with the carrier.

Nothing in this policy removes or limits the customer’s statutory rights relating to late or failed delivery.

13. Missing or Lost Parcels

PAWSOME PET PANTRY remains responsible for an order until it is delivered into the physical possession of the customer or a person authorized by the customer.

An exception may apply if the customer independently arranges a delivery carrier that was not offered or selected by us.

If tracking shows that a parcel has been delivered but you cannot locate it, please:

  1. Check the delivery address and tracking information.
  2. Check any authorized safe place.
  3. Ask other household members or authorized neighbors.
  4. Review any delivery photograph or notification.
  5. Contact us as soon as possible.

We will review the available delivery evidence and, where appropriate, investigate the matter with the carrier.

If the parcel is confirmed as lost before delivery, we will provide an appropriate replacement or refund in accordance with applicable UK consumer law.

14. Damaged Parcels or Products

Please inspect your order after delivery.

If the parcel or products arrive damaged, contact us as soon as reasonably possible at support@pawsomepetpantry.com.

Please provide:

  • Your full name
  • Order number
  • A description of the damage
  • Photographs of the damaged product
  • Photographs of the external and internal packaging

Customers should keep the damaged products and original packaging until we have reviewed the claim.

Where the product is confirmed as damaged, faulty, or not as described, we will provide an appropriate remedy under our Returns and Refunds Policy and applicable UK consumer law.

Reporting damage promptly helps us investigate the issue, but it does not remove the customer’s statutory rights.

15. Separate Shipments

Orders containing multiple products may occasionally be delivered in separate parcels.

If an order is divided into multiple shipments:

  • We will not charge an additional shipping fee unless this was clearly agreed upon before purchase.
  • Separate tracking information may be provided.
  • The parcels may arrive on different days.

If you receive only part of your order, check the shipping confirmation for additional tracking numbers before contacting us.

16. Order Changes

If you need to change an order, contact us as soon as possible.

We may be able to change:

  • The delivery address
  • The recipient’s contact information
  • The products ordered
  • The quantity ordered

Changes are only possible before processing or dispatch reaches a stage where the order can no longer be modified.

We cannot guarantee changes after an order has been dispatched.

17. Order Cancellations

Customers should contact us immediately if they wish to cancel an order.

If the order has not been dispatched, we will try to cancel it and process any applicable refund.

If the order has already been dispatched, we may be unable to stop the delivery. The customer may still have cancellation and return rights under our Returns and Refunds Policy and applicable UK consumer law.

Nothing in this policy removes or restricts statutory cancellation rights.

18. International Shipping

We do not currently offer international shipping.

Orders can only be delivered to eligible addresses within the United Kingdom. If international delivery becomes available, this policy will be updated before the service is offered.

19. Contact Information

For questions about shipping, tracking, or delivery, please contact us:

Legal Business Name: PAWSOME PET PANTRY LTD
Trading and Website Name: PAWSOME PET PANTRY
Company Number: 15735811
Registered Office Address: 41 Dragonfly Way, Houghton-le-Spring, England, DH4 7BN, United Kingdom
Website: pawsomepetpantry.com
Email: support@pawsomepetpantry.com
Telephone: +44 7789 063118

Our registered office address may not be our product return address. Customers must contact us and obtain return instructions before sending any product back.

Unauthorized returns sent directly to our registered office may experience delays and may not be processed until the customer contacts us.

20. Policy Updates

We may update this Shipping & Delivery Policy when our delivery services, shipping charges, business operations, or legal obligations change.

The latest version will be published on this page with an updated effective date.

Changes will not normally alter the shipping terms applicable to an order already accepted, unless the change is required by law.