Collection, delivery and refunds

Collection, delivery and refunds

Collection

Collection is available from the shop in shop opening hours usually 1 to 2 days after you place your order. Please ring us on 01392 688888 to arrange collection.

Delivery

We use solely Parcelforce for all deliveries. This provides us with a trackable and reliable service.

To keep delivery cost to an absolute minimum, delivery costs are calculated by weight. This means all our delivery prices are automatically worked out by the total weight of the products ordered at checkout, giving you the cheapest delivery prices possible, worldwide.

Express delivery is available, order by 3pm and get your items within 1-2 working days
(Northern Ireland, Highlands and Islands may take a little longer.)
UK delivery, from £5.

Each order can only be delivered to one specific address. But you can place separate orders and send each to a different address.

Late delivery

In the unlikely event that after 14 days you have still not received your order, please email us at [email protected] with details of the goods that you have ordered. Please quote your order number. This appears on screen when you order and also on your order confirmation email.

Missing goods

Please check the confirmation email we sent you on receipt of your order. Then, if you still believe items are missing from your order, please email us at [email protected] with your order number. This is stated on your confirmation email and should have been given to you at the end of our checkout process if the transaction went through successfully. We will respond to your query and work to resolve any problems as quickly as possible.

Damaged goods

If your order is shipped to the wrong address or you receive it damaged or defective, please contact us within 7 days of delivery by email to [email protected], quoting your order number and describing the damage involved and attaching photos of the damage to the email so we can consider whether to refund or replace the goods.

Refunds and exchanges

If you do need to return any products to us, please quote your original order number, found on your confirmation email and the receipt, stating the reason for return.

We will issue refunds or exchanges as long as you notify us by email within 7 working days of delivery. We will refund or exchange as long as we are satisfied that goods haven’t been opened or chewed/used, tamper seals remain in place and the Goods are in a re-sellable condition.

We cannot refund any items such as dog chews, toys, olive wood sticks and chewroots if they have been chewed or used.

We cannot refund any postage costs incurred. If we choose to send you replacement goods in exchange before you have returned the original goods you must return the original goods within 30 days of receiving the replacement goods. If you fail to do so we reserve the right to charge the price of the replacement goods to the payment card used for the original order. Please email [email protected] and we will issue you with a returns reference number and give you instructions on how to return your goods. (Your statutory rights are not affected)

At the end of the day we are fair people and want our customers to be happy, so if it’s a genuine problem, we will try to resolve it.

Returns address;
Pawsome of Topsham
6 Fore Street
Topsham
EX3 0HF