Shipping policy

At SweetPaws, we know how excited you are when you've ordered something special for your furry friend — so we work hard to get every order out quickly, safely, and with a smile. Below you'll find everything you need to know about how we ship, how long it takes, and what happens if something goes wrong along the way.

**Shipping Methods**

**Standard Premium Shipping**
For all deliveries within the United Kingdom: £2.95

**Free Premium Shipping**
For all orders over £50.00 within the United Kingdom: FREE

**Shipping Zones**

We currently ship exclusively within the United Kingdom. We're working on expanding our shipping zones in the future, so stay tuned!

**Processing Time**

All orders are processed within 1-2 business days from the time you place your order (Monday to Friday, excluding public holidays). You'll receive a confirmation email as soon as your order is on its way, including a tracking number where available.

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

**Delivery Time**

Once your order has been dispatched, our typical delivery time is 5-10 business days. Depending on your location and the shipping carrier, you may receive your order much sooner.

In total, you can expect your order to arrive within approximately 6-12 business days from the moment you place your order.

Please note: some products may currently have longer delivery times due to high demand or supplier availability. Where this is the case, we'll always indicate this clearly in the product description.

**Tracking Your Order**

As soon as your order is shipped, we'll send you a confirmation email with a tracking number (where available). You can use this number to follow your parcel's journey and see exactly when it'll arrive at your doorstep.

If you haven't received your tracking information within 3 business days of your order, please get in touch and we'll happily look into it for you.

**Shipping Carriers**

We've partnered with trusted carriers to make sure your order arrives safely and on time. While we do everything we can to deliver every package within the stated timeframe, please note that we cannot be held responsible for delays caused by:

— Severe weather conditions
— Incorrect or incomplete delivery addresses provided at checkout
— Delays caused by the carrier (e.g. strikes, vehicle issues)
— Public holidays or peak shopping seasons
— Any other circumstances beyond our reasonable control

That said, we genuinely care about every order and we'll always do our best to resolve any delivery issues as quickly as possible. Just reach out and we'll be there to help.

**Multiple Packages**

For faster delivery, some of your items may arrive in multiple packages on different days. Don't worry if your full order doesn't arrive all at once — the rest is on its way! If you're unsure whether your order is complete, just contact us and we'll happily check for you.

**Lost or Missing Packages**

In the rare event that your package is lost in transit, missing, or delivery cannot be confirmed by tracking, please don't worry — we've got your back.

If your package shows as "delivered" but you haven't received it, please:

— Check with neighbours or members of your household
— Look around your delivery address (e.g. porches, side gates, safe drop locations)
— Check with your local post office or carrier depot

If you still can't locate your package after these steps, please contact us within 14 days of the confirmed delivery date and we'll investigate with the carrier on your behalf.

If a package is genuinely lost (and tracking does not confirm delivery), we will arrange a free reshipment of your order or issue a full refund — whichever you prefer.

**Damaged Packages**

If your order arrives damaged, please contact us within 7 days of receipt and include a short photo or video of the damaged item and packaging. We'll arrange a free replacement or a full refund — your choice — and we'll cover the cost of any return shipping if needed.

Please keep the original packaging until the issue has been resolved, as the carrier may request to inspect it.

**Incorrect Address**

Please double-check your delivery address at checkout — we ship orders to the address provided, and we cannot be held responsible for orders shipped to incorrect addresses provided by the customer.

If you notice an error in your address, please contact us as soon as possible. If your order has not yet been processed, we'll happily update the address for you. Once an order has been dispatched, however, we may not be able to redirect it.

**Failed Delivery Attempts**

If the carrier is unable to deliver your package (for example, no one is home and a signature is required), they will typically leave a note with instructions on how to arrange redelivery or collection. Please follow these instructions promptly to avoid your package being returned to sender.

If a package is returned to us due to failed delivery attempts or unclaimed parcels, we'll contact you to arrange redelivery (additional shipping charges may apply) or to issue a refund (minus original shipping costs).

**Your Statutory Rights**

Under the Consumer Rights Act 2015, your goods will be delivered without undue delay and within 30 days of your order, unless we've agreed otherwise with you. The risk of damage or loss during delivery is ours, not yours — until your order is in your hands (or with the person you've nominated to receive it), it's our responsibility.

If your order is not delivered within 30 days, you have the right to cancel and receive a full refund.

Nothing in this Shipping Policy affects your statutory rights as a consumer.

**Got Questions?**

We genuinely love hearing from our customers, and our support team is here to help with any shipping-related questions, concerns, or special requests. The fastest way to reach us is by email — please use the contact email shown in our company details at the top of this page. We typically respond within 24 hours on business days.