Delivery & Returns

Delivery

Shipping Rates

We process orders Monday to Friday and have a cut off time of 2pm.  We do not process orders at weekends or bank holidays.

Standard delivery £3.95. Royal Mail Tracked 48 which is a 2-4 day service, excluding weekends.  We aim to process orders within 1-3 working days, with the majority of orders being dispatched the next working day.

Express delivery £8.95. Royal Mail special delivery next day before 1pm (excluding weekends and bank holidays. Some local delivery offices deliver on a Saturday but not all) if ordered before 2pm (please see below for exceptions)

Note:

Express Delivery Orders placed before 2pm will be processed the same day (Mon to Fri), after 2pm will be processed the following working day. Orders placed after 2pm Friday will be processed the following Monday.

Large and heavy items such as ramps and buggies are shipped with ParcelForce. This is a 2-3 day service. We apologise but Express delivery cannot be selected for these items.

Exceptions on all shipping rates:  Additional time may be needed for couriers to deliver at peak periods (e.g. Black Friday/bank holidays) or exceptional events such as industrial action – please check courier websites for the latest information.

All orders are delivered with a Keswick Dog Friendly Pub & Café guide in the event that you decided to visit Podgy Paws in the beautiful Lake District

Currently we do not ship outside of the UK.

ECO Friendly Packaging

We try to do our bit for the environment and post all parcels using ECO friendly packaging. The craft bags that we use are reusable, if you open them carefully, in the event that you need to send us a return (see below)

RETURNS

We offer a 14 day return/exchange policy.

Please enclose the returns note explaining whether you would like an exchange or a refund.

Our returns address is:

Podgy Paws

4-6 Tithebarn Street

Keswick

CA12 5ED

Your return must then arrive with us within 14 days of receiving your item.

Shipping items back to us will be at your cost unless the item was faulty.  We shall send one exchange via Royal Mail Tracked 48 at our own expense.  Subsequent exchanges will be at the customers expense at the current rate.

All returns must be unused and in the same condition that you received it, including the original packaging and labels attached.  The product must be free of dog hair and in a re-saleable condition.

Please refer to our Terms of Service for our policy if we receive a return outside of our returns policy.

 

Do I have to pay for a return?

You are responsible for the cost of returning the product back to us, unless they arrive damaged, faulty or the incorrect item is delivered. We highly recommend using a tracked service.

How do I return an item for an exchange?

We are happy to offer 1 free exchange per order. You will not be subject to shipping charges when we send out the replacement item which we will send 48hr tracked with Royal Mail. Follow the same steps above for returning your item and return it to us within 14 days or receipt. Any further exchange requests will be subject to the published delivery rates on the date you placed your order. If you have initially paid for express delivery, a subsequent exchange will be sent standard delivery unless the customer wishes to pay extra for Express Delivery. 

How do I return an item for a refund?

If upon receiving your order you are dissatisfied with any item for any reason whatsoever please return it back to us. We will reimburse you for the value of the item. Your package will contain all the paperwork needed for your return as stated above. Please return within 14 days of receipt. 

What happens if there is a problem with my order?

On rare occasions that an item delivered has a fault please contact us within 3 days of receipt. You can send us photographs of the fault to sales@podgypaws.co.uk. Before we can replace or refund an item we may ask for the item to be returned back to us. Please keep a receipt showing your return costs.

What happens if my item develops a fault?

Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow. We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to firstly validate the fault and then decide on the best course of action.

If the product is found to have a fault we will be in touch straight away to refund you or replace your item (Please keep a receipt showing your return costs). Please note that refunds will only be issued within 28 days of receipt. Faulty items outside of the 28 days will be replaced or repaired.

If the product is not found to have a fault (at the discretion of management), then the product can be returned to yourself at your cost.