Shipping policy

Shipping Policy

At PawPrime, we are committed to providing a reliable and transparent delivery experience for our customers across the United Kingdom.

This Shipping Policy should be read alongside our Terms of Service and Returns & Refunds Policy.

Delivery Areas

We currently deliver to customers throughout the United Kingdom, including:

  • England

  • Scotland

  • Wales

  • Northern Ireland

At this time, we do not guarantee delivery to locations outside the United Kingdom.

Processing Times

Orders are typically processed within 1–3 business days after payment has been successfully received.

Orders are not processed, shipped, or delivered on weekends or public holidays.

During periods of high demand, processing times may be extended.

Delivery Times

Most orders are delivered within 5–12 business days from dispatch.

Delivery times are estimates only and may occasionally be affected by circumstances beyond our reasonable control, including:

  • Courier delays

  • Customs inspections

  • Severe weather conditions

  • Public holidays

  • High seasonal demand

While we strive to meet all delivery estimates, delivery dates cannot be guaranteed.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.

Tracking updates are provided by the relevant courier and may take time to appear after dispatch.

Delivery Charges

Any applicable shipping charges will be clearly displayed at checkout before payment is completed.

From time to time, PawPrime may offer free shipping promotions or special delivery offers.

Incorrect Shipping Information

Customers are responsible for ensuring that all shipping information provided during checkout is accurate and complete.

PawPrime is not responsible for delays, failed deliveries, or additional costs resulting from incorrect or incomplete address information supplied by the customer.

Lost or Delayed Shipments

If your order has not arrived within the estimated delivery timeframe, please contact our Customer Care Team.

We will work with the courier to investigate the shipment and provide updates where possible.

Delivery delays do not automatically entitle customers to compensation, refunds, or chargebacks where the order remains in transit and has not been confirmed lost.

Damaged Deliveries

If your order arrives damaged, please contact us within 48 hours of delivery.

To assist with our investigation, please provide:

  • Your order number

  • A description of the damage

  • Clear photographs of the item and packaging

We will review the issue and provide an appropriate resolution in accordance with applicable consumer protection laws.

Failed Deliveries

If a delivery cannot be completed due to circumstances within the customer's control, including but not limited to:

  • Incorrect address details

  • Failure to collect the parcel

  • Failure to respond to courier requests

additional shipping charges may apply for re-delivery.

Contact Us

If you have any questions regarding shipping or delivery, please contact:

PawPrime Customer Care

Email: PawPrime@pawprime.pet

We aim to respond to all enquiries within 24 business hours.