FAQs
Do you have any questions? Check out our Frequently Asked Questions below. If you still need help please contact us.
General Questions
What is Pawppy.store?
Pawppy.store is your trusted online pet supply store offering a wide range of high-quality products for dogs, cats, birds, and small pets—all delivered straight to your door.
What types of pets do you cater to?
We offer products for dogs, cats, horses, birds, fish & reptiles, rabbits, guinea pigs, hamsters, and other small pets.
How can I contact customer support?
You can reach us at info@pawppy.co.uk or use the contact form on our Contact Us page. We aim to respond within 24 hours.
Returns & Refunds
What is your return policy?
You can return unused items at the store in original packaging within 28 days of delivery for a full refund. Please contact us at info@pawppy.co.uk to initiate a return.
What if my item arrives damaged?
If your order arrives damaged or defective, please contact us within 7 days of delivery at info@pawppy.co.uk with photos / videos of the item, and we’ll arrange a replacement or full refund.
Are there any items that cannot be returned?
For hygiene and safety reasons, we cannot accept returns on opened pet food, treats, or grooming items.
Shipping & Delivery
Do you offer free shipping?
Yes, we offer free standard UK shipping on all orders over £35. Shipping charges apply for smaller orders.
How long does delivery take?
Orders are typically delivered within 3–5 working days. Please allow additional time for rural or international locations.
How can I track my order?
Once your order is shipped, you'll receive a tracking number via email to follow your package’s journey.
Can I change my delivery address?
Yes, if your order hasn’t been shipped yet. Please email us immediately with your order number and new address, we will try to change the address if possible.
Orders & Payments
How do I place an order?
Simply browse our store, add your favorite items to the cart, and proceed to checkout. You’ll receive an email confirmation after placing your order.
What payment methods do you accept?
We accept major credit/debit cards, PayPal, and other secure payment methods listed at checkout.
Can I cancel or change my order?
Yes, if your order hasn’t been shipped yet. Please email us immediately with your order number to request changes.
Products & Stock
How do I know what size to order for my pet?
Each product page includes a sizing chart. If you’re unsure, feel free to reach out to our support team with your pet’s details.
Are your products ethically sourced?
Yes, we work with trusted suppliers to ensure all our products meet safety, ethical, and quality standards.
Do you offer gift cards?
Yes! Digital gift cards are available and make a great present for fellow pet lovers.