Shipping policy

Shipping Policy – The Pawly
Last Updated: July 2026

At The Pawly, we believe premium pet products are worth the wait. We source the highest-quality, innovative gear for pet enthusiasts worldwide, which means your order travels a little further to reach you. We’re committed to keeping you informed every step of the way.

1. Free Shipping Worldwide
We are proud to offer free standard shipping on every single order—no minimum purchase required. The price you see at checkout is the final price you pay.

2. Order Processing Time
All orders are processed and dispatched from our global fulfillment centers within 1 to 3 business days (Monday–Friday, excluding public holidays).

You will receive a confirmation email with your tracking number as soon as your order leaves our warehouse.

Please note: Orders placed on weekends or public holidays will begin processing on the next business day.

3. Estimated Delivery Times
Once dispatched, standard delivery typically takes:

Region    Estimated Delivery Time
United Kingdom    8 – 12 business days
United States    8 – 12 business days
Canada    8 – 12 business days
European Union    8 – 12 business days
Rest of World    10 – 18 business days
📦 Important: These are estimated transit times after your order has been processed. While 90% of orders arrive within this window, occasional customs delays or extreme weather may cause slight extensions. We appreciate your patience and understanding!

4. Tracking Your Order
Every order includes a tracking number. Once your order ships, you will receive an automated email with a link to track your parcel in real-time.

If you haven’t received your tracking number within 4 business days of placing your order, please check your spam folder or contact us at support@thepawly.co.uk.

Please allow 24–48 hours for tracking information to update after you receive your tracking number.

5. Customs, Duties, and Taxes
UK & EU Customers: Depending on your location, you may be 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.

US & Canada Customers: In most cases, orders under the local de minimis value are cleared without additional duties. However, we recommend checking with your local customs authority if you are unsure.

If you refuse to pay customs fees and the package is returned to us, we will issue a refund for the product cost minus the original shipping fees and any return shipping costs incurred.

6. Address Accuracy
We ship exactly to the address you provide at checkout. Please double-check your shipping address before confirming your order.

If you realize you made a mistake, email us at support@thepawly.co.uk within 12 hours of placing the order. We will do our best to update it before dispatch.

Once the order is shipped, we cannot change the delivery address. If it is returned to us due to an incorrect address, you will be responsible for the cost of re-shipping.

7. Lost, Damaged, or Stolen Packages
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 is no tracking update, email us at support@thepawly.co.uk and we will open an investigation with the courier.

Damaged Items: If your item arrives damaged, take a photo of the packaging and the product within 48 hours of delivery and send it to support@thepawly.co.uk. We will arrange a replacement or refund immediately.

Stolen Packages: The Pawly is not liable for packages stolen after confirmation of delivery. We recommend using a secure delivery address or tracking your parcel closely on delivery day.

8. Returns & Refunds Address (Important)
Our business office is located at:

The Pawly
42 Elmhurst Rd, London E7 9PG, United Kingdom

📦 For Returns: Please do not send returns to our London office address unless we have explicitly instructed you to do so via email. Our products ship directly from international fulfillment centers. To process a return or exchange, you must first contact us at support@thepawly.co.uk. We will provide you with the correct return instructions and the nearest return center address for your region.

Any items returned to our London office without prior authorization will not be processed and may be discarded.

9. Shipping Partners
To ensure the most reliable and cost-effective delivery worldwide, we partner with a network of trusted international couriers and local postal services, including USPS, Royal Mail, Canada Post, Evri, DPD, and China Post. The specific courier used depends on your location and the size of your order.

10. Contact Us
Have questions about your shipment? We’re here to help—and we reply fast!

📧 Email: support@thepawly.co.uk
📞 Phone: +447440493515
🏠 Office: 18 Batty Street E1, London, E1 1RH, United Kingdom
⏰ Response Time: We reply to all queries within 24 hours (Monday–Friday).