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Frequently Asked Questions
Find answers to common questions about our products, shipping, returns, and more. We're here to help make your shopping experience seamless.
How do I track my order?
Once your order ships, you'll receive a tracking number via email to monitor your delivery.
What is your return policy?
We offer 30-day returns on all unused items in original packaging with proof of purchase.
Do you ship internationally?
Yes, Free ship worldwide.
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Frequently Asked Questions
🚚 Shipping & Delivery
How long will shipping take?
Orders are processed within 1-3 business days. Once dispatched, delivery typically takes8-12 business days to the UK, US, Canada, and EU. You'll receive a tracking number as soon as your order ships so you can follow its journey every step of the way.
Do you offer free shipping?
Yes! We offer free shipping worldwide on every single order—no minimum purchase required. The price you see at checkout is the final price you pay.
How can I track my order?
Once your order is dispatched, you'll receive an automated email with a tracking number and a link to track your parcel in real-time. Please allow 24-48 hours for tracking information to update after you receive your email.
Can I change my shipping address after placing an order?
Yes—but only if you contact us within 12 hours of placing your order. Email us at support@thepawly.co.uk immediately and we'll do our best to update it before dispatch. Once the order is shipped, we cannot change the delivery address.
Will I have to pay customs fees or import duties?
Depending on your location, you maybe subject to local customs fees, import duties, or VAT upon delivery. The Pawly is not responsible for these additional charges, as they are determined by your country's customs office. We recommend checking with your local customs authority for more information.
📦 Orders & Returns
How do I know if my order is confirmed?
You'll receive an order confirmation email immediately after purchase. If you don't see it, please check your spam folder. If you still can't find it, email us at support@thepawly.co.ukand we'll resend it.
What if my order arrives damaged?
We're so sorry if that happens! Please take a photo of thepackaging and the productwithin48 hoursof delivery and email us atsupport@thepawly.co.uk. We'll arrange a replacement or refund right away.
Can I return or exchange a product?
Yes! We want you and your pet to be completely happy. If you're not satisfied, please contact us at support@thepawly.co.uk within 30 days of receiving your order. We'll provide you with the correct return instructions. Please do not send returns to our London office address without prior authorization.
What if my order is lost in transit?
If your tracking shows "Delivered" but you haven't received it, please check with neighbors or your local post office first. If it's been over 15 business days since dispatch and there's no tracking update, email us at support@thepawly.co.uk and we'll open an investigation with the courier.
How long does it take to process a refund?
Once we receive and inspect your returned item, we'll process your refund within 5-7 business days. The refund will be credited to your original payment method. You'll receive a confirmation email once it's complete.
🐾 Products
Are your products safe for my pet?
Absolutely. We handpick every product from trusted suppliers, ensuring they are made from non-toxic, BPA-free, and pet-safe materials. All products are tested for safety and durability before they make it to our store.
What sizes are available for your products?
Product sizes vary. We clearly list dimensions on every product page. For items like beds and heating pads, we offer multiple sizes—simply check the product description to find the perfect fit for your pet.
Do your toys work for aggressive chewers?
Yes! Many of our toys are specifically designed for aggressive chewers using durable materials like TPR (thermoplastic rubber). Always check the product description for details on durability and suitability for your pet's chewing style.
Are your products suitable for puppies and kittens?
Yes! Many of our products are safe and suitable for puppies, kittens, and senior pets. We clearly indicate age recommendations in each product description. If you're unsure, feel free to email us at support@thepawly.co.uk and we'll help!
Do you offer product recommendations?
Absolutely! We're pet enthusiasts and know our products inside out. If you're unsure which bed, toy, or feeder is right for your pet, email us at support@thepawly.co.uk with your pet's breed, age, and size, and we'll recommend the perfect match.
💳 Payments & Discounts
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, and PayPal. All payments are secure and encrypted.
Do you offer discounts or promo codes?
Yes! We regularly run promotions. Keep an eye on our homepage, social media, and sign up for our newsletter to receive exclusive discounts straight to your inbox.
🎉New customers: Use code WELCOME15 at checkout for 15% off your first order!
Is my payment information secure?
Yes! We use Secured Payment System, which is fully PCI-compliant and encrypted. Your payment information is never stored or shared with third parties.
How can I contact you?
We're here to help! You can reach us:
- 📧 Email: support@thepawly.co.uk
- 📞 Phone: +447440493515
- 💬 Live Chat: Available on our website
- ⏰ Response Time: We reply to all queries within 24 hours (Monday–Friday).
Do you have a physical store?
The Pawly is an online-only store, allowing us to source premium products from around the world and offer free shipping to pet parents everywhere. Our business office is based in London, but we don't have a physical retail location.
Still have questions?
Can't find the answer you're looking for? Our friendly team is here to help.