Dispatch Times

Orders are generally dispatched within 1-2 working days. For handmade products such as our rope leads, this can take up to 10 days. Please reach out to us on live chat or email us if your order is urgent and we’ll do everything we can to support your requirements.

Delivery times below are to be added to dispatch times. e.g. if you select UK Standard Delivery this can take up to 7 working days in total. (2 days to despatch + 3-5 days to deliver).

DELIVERY

We deliver via Royal Mail or other couriers at our discretion and require a physical delivery address (not a PO Box) as deliveries may require a signature.

In some instances, the above times may be exceeded by Royal Mail. We cannot be held responsible for any delays caused by Royal Mail, these delays (if any) are out of our control. Please allow 7 working days to pass before reaching out to us if you have not received your parcel.

We cannot be held responsible for lost or stolen parcels. Once your parcel leaves our hands, it is the responsibility of the carrier to deliver your parcel. By purchasing from Pawshtails you adhere to these conditions. In the unlikely event, please contact Royal Mail with enquiries to missing orders. If they have been shipped back to us due to an insufficient address, we will be able to re-send this out to you but the postage will need to be repaid and a reliable address used.

NO SHIPPING COSTS ARE REFUNDED AT ANY TIME.

RETURNS POLICY

We hope you’ll be delighted with your new Pawshtails products but if you are not 100% satisfied with your order you can return it for a full refund (excluding shipping costs) within 14 days of purchase.

To be eligible for a refund the products returned must not have been used, altered, washed, or damaged, and must be free of hair and dirt as well as include original packaging and labels.

We recommend that you carefully try new products on indoors, just in case you need to return them.

Please note:

• We do not offer returns or refunds on custom products. 
• You are responsible for return shipping costs.
• Original shipping costs cannot be refunded.

RETURNS PROCESS:

Please email us on [email protected] with your order number, name, address and brief explanation of your return. We will then provide you with a return slip to print and attach in your package.

Please note: you are responsible for return shipping costs and original shipping costs cannot be refunded.

It is recommended that you use a trackable shipping or signed for service. Please ensure that you keep tracking numbers until you receive a confirmation of refund. We are unable to guarantee that we will receive your returned item and we do not accept any responsibility for lost items.

REFUNDS:

Once your return is received and inspected, we will send you an email to notify you that your refund has been approved or rejected.

If your return is approved, your refund will be processed and will automatically be applied to your original method of payment, within 10 working days.

If you haven’t received your refund within 10 working days of receiving your notification of refund:

1. Double check your bank account (please remember that the amount refunded won’t include your original shipping costs)
2. Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially credited back to your account or card.
3. If you have followed the above steps and still have not received your refund, please email us at: [email protected] and include a copy of the original returns email.

EXCHANGE POLICY

Due to the possibility of our product(s) selling out, we will not be able to accept exchanges at this time. We recommend following the return policy above for the return of your product and then purchasing your desired products.

GUARANTEE

We guarantee all our branded products at the time of purchase against material and manufacturing defects. This does not include normal wear and tear, chewing or abuse.

Please always check your dogs accessories for wear and tear. It is the customer’s responsibility to determine the suitability of the product for their pet. NO ACCESSORY IS INDESTRUCTIBLE.

Despite every effort to provide accurate images of each product’s colour and design, actual colours may vary slightly, due to variations in computer/tablet/mobile screens, resolution, colour, tone or any other display settings.

If you experience a problem with a product purchased via the Pawshtails website please provide full details together with a picture showing the issue and send to: [email protected]