DELIVERY

Orders are generally processed within one to two working days – customised order may take up to 10 working days during busy periods.

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.

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 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 customised 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 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 chewing or abuse.

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