FAQs

Order Help

We make shopping for your pup super easy peasy! You can pay with:

• All major credit & debit cards

• PayPal

• Clearpay

• Klarna

Quick pup note: Some payment methods might not be available in all countries.

No problemo! You can totally update your address as long as your goodies haven’t been packaged yet. Just contact us fast as a puppy chasing a ball, because we pack and send orders lickety split.

If your order is packaged and already on the move, here’s what could happen:

It might arrive at the wrong house. If so, you’ll need to go and retrieve your goodies yourself. Think of it as a little treasure hunt!

Or it could bounce back to us. If that happens, we’ll need a little extra postage money to resend it to the right spot.

Mistakes happen to the best pups, so double check your address before placing your order!

Whoopsie! Looks like your pup’s goodies had a bumpy ride.

Here’s what we need from you to help us fix it:

• Your full name

• Email

• Order number

• A pic of the whole package

• A close up of the boo booed product(s)

• Name(s) of the items that got damaged

• Describe the damage

Fill out the form on our Delivery page and our team of tail wagging heroes will jump in to sort it out.

Oh no! Don’t worry if your goodies haven’t reached you yet, it’s just a delivery aim, not a promise. Sometimes packages like to take the scenic route.

If it’s been 3 working days past the estimated delivery date, here’s what to do:
• Double check your address. If it’s wrong, your goodies might boomerang back to us. If that happens, a little extra postage money will be needed to send them on their way again.

If your address is correct and your package is still hiding, please Click Here for more info.

If everything looks good, send us a message on Live Chat or Contact Us with your order number and we’ll sniff out your package.

Thanks for being pawsome and patient while your goodies finish their little adventure!

Uh oh! Sometimes even the best packers make a little oopsie. If you’ve received the wrong item (or one is missing), we’re so sorry! Don’t worry though, this is super rare.

Here’s what to do: hop onto our Live Chat as soon as you’ve received your package and send us these deets so we can get everything sorted pronto:

• Your full name

• Email

• Order number

• A pic of the whole package

• A pic of the incorrect product (if you got one)

• Name of the missing/incorrect product

Once we have all that info, we’ll spring into action and make sure the right goodies get to you ASAP.

Delivery

Excited for your goodies? We don’t blame you! We work hard to dispatch orders Monday to Friday, faster than a pup chasing their favourite toy!

• Orders placed before 1pm? They’ll zoom out the same day, yay!

• Orders placed after 1pm? No worries! We’ll do our very best, but your goodies might have to wait until the next working day.

Friday fun fact: If your order comes in after 1pm on a Friday, it might still get shipped that day, but weekends are for puppy snuggles and naps so if not, it’ll go Monday.

Get ready to do a happy dance when your goodies arrive at your door!

Whether you want your goodies super speedy or are happy to wait a little for a more budget friendly delivery, there’s a pawfect option for everyone.

Here’s the scoop on our delivery options (these are aims, not guarantees!):

United Kingdom:

• Royal Mail Tracked 24: 1–2 working days From £4.60

• Royal Mail Tracked 48: 2–3 working days From £3.87

No matter which option you choose, your goodies are on their way to make tails wag, paws dance and pups do happy zoomies!

No worries, your delivery won’t run off without you!

If your postie comes by while you and your pup are out sniffing the world, they’ll try again the very next working day. If you happen to miss them twice (oopsie!), they should leave you a card with all the details so you can either collect your package or book a redelivery. Think of it as a little treasure map waiting for you when you get home!

If your order trots back to us:
Sometimes, if a package can’t find you, it takes a surprise walk right back to Pawthena HQ. If this happens, we’ll ask you to repay the postage so we can send it out again. If we don’t hear from you within 3 days, we’ll issue a refund (minus postage + cancellation fee).

So, no stress, just make sure to keep an eye on your tracking and be back home in time for happy mail!

Sometimes packages decide to take a detour and come back to us instead of you (cheeky, right?). If this happens, we’ll send you a big virtual hug and kindly ask you to repay the postage so we can pop your goodies back on their journey.

If you choose not to repay (or accidentally ghost us) and we don’t hear back within 3 days, we’ll have to issue a refund, minus the postage and our cancellation fee.

We’d hate for your pup’s happy mail to miss its forever home, so let’s avoid the heartbreak and get your order wagging its way to you instead!

Oh nooo, we hope this never happens! If you refuse your package and it bounces back to Pawthena HQ, we’ll reach out once it arrives safe and sound. To send it back out to you, we’ll need you to repay the postage, since it counts as an unauthorised return.

For our Channel Island furiends:

Unfortunately you may need to pay a customs fee. If your order gets one, you’ll need to pay it in order for your goodies to reach you. If you refuse to pay, your order will sadly come back to us instead of making it to your doorstep. Once it does, we’ll get in touch and ask for the postage to be repaid before we can resend it.

Best tip? Pay the customs fee when it pops up so your pup’s happy mail doesn’t have to take a round trip back to us. That way, it’ll get to you faster and tails can wag sooner!

Returns & Cancellations

Oh sniff… we wish we could make everyone happy! But some of our goodies, especially yummy treats are just too pawsome to return. Once they’re in your paws (or your pup’s), they’re meant to be munched, chewed and loved!

For hygiene and freshness reasons, we cannot accept returns on any edible items. Every treat, chew and snack must arrive fresh, safe and tail waggingly perfect. After all, no pup wants to eat something that’s been sniffed by someone else first!

For non edible goodies like toys, poo bags ect, returns are possible if they’re in tip top, pawfect brand new condition and with all packaging intact.

If you’d like to make a return please Click Here.

Having second thoughts? Don’t worry, we get it, sometimes even pups change their minds! But you’ll need to act quick as a zoomie, because we usually package orders fast so your goodies can reach you pronto!

If your order hasn’t been packaged or dispatched yet, just contact us with your order number and we can cancel it for you. Cancellation fee will be deducted from the refund (see Refund Policy).

If your goodies have already been packaged or sent on their adventure, then woof… it’s too late to cancel, they’re already off wagging towards you!