Delivery & Returns

Delivery Information

We aim to deliver your order as quickly as possible. Below are the delivery options available:

UK Standard Delivery

  • Price: £3.95 (free for orders over £40)
  • Estimated Delivery Time: 2-4 working days from dispatch
  • Processing Time: Orders are dispatched within 1-3 working days. During busy periods, this may take longer.
  • Note: Delivery time frames start from the day your order is dispatched. Our warehouse operates Monday-Friday, and Royal Mail collects from us only on these days. Orders placed after 14:00 on Fridays with Express Delivery will not be dispatched until the following Monday.

UK Tracked Express Delivery

  • Price: £5.95
  • Estimated Delivery Time: 1-2 working days from dispatch
  • Order Cut-off: Orders must be placed by 13:00 GMT (Monday-Friday; excludes Bank Holidays)
  • Note: Express Delivery is a fully trackable service, and you will receive a tracking number once your order is dispatched.

Tracking Your Order

You can track the status of your order if you choose Express Delivery. For Standard Delivery, tracking updates will only appear once the order is delivered or delivery has been attempted. If you do not receive a tracking number, please contact us via email at buddypaws1@outlook.com, and we’ll provide you with the necessary details.

What Should I Do If My Order Hasn't Arrived?

  • UK Orders: If you haven't received your order within 6 working days of dispatch, please contact us at buddypaws1@outlook.com.
  • International Orders: If you haven’t received your order within 20 working days of dispatch, please reach out to us.

In the rare event that your order is lost in transit, we will send you a replacement item.

Cancellations

You can cancel an order within 30 minutes of placement by emailing us at buddypaws1@outlook.com. After 30 minutes, we cannot cancel the order due to our quick processing times.

Returns & Exchanges

We want you to be completely satisfied with your purchase. If you’re not happy, you can return your item for a refund or exchange.

How to Return Your Item

  • You can return items within 30 days from the delivery date.
  • To return an item, please send it to the following address:

    Buddy Paws,
    Suite TC05,
    1 Rocky Lane,
    Aston, Birmingham, B6 5RQ.

    Include a slip with your order number inside.
  • Only items that are new, unused, and in original packaging will be eligible for a refund.
  • Refunds will be processed within 5 working days after we receive your item. Please allow up to 10 working days for the refund to appear in your bank account.

Return Postage

  • You are responsible for return postage, except if the item is damaged or faulty. In this case, we will require photographic evidence.
  • If you return an item using untracked delivery, please ensure you obtain proof of postage, as we cannot be responsible for any missing items.

Exchanges

  • If you wish to exchange an item, we’ll send you a replacement free of charge after we receive the incorrect item back.
  • Please send your return to the address above and include a note with your name, order number, and exchange request. We’ll contact you if there are any issues with the exchange.

Return Time Frame

  • You have 30 days from the delivery date to return your item. Be sure to return it within this time to ensure we can process your refund or exchange.