<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted" style="margin-left: calc(0%); width: 100%;" class="fr-table-selection-hover"><tbody><tr><td height="19" style="width: 1162px;">We currently partner with trusted UK couriers to offer:<br><br></td></tr><tr><td height="19" class="xl65"><ul><li>Royal Mail Tracked 24 &#x2013; delivery aim of 1 working day (not guaranteed)</li></ul></td></tr><tr><td height="19" class="xl65"><ul><li>Royal Mail Tracked 48 &#x2013; delivery aim of 2 working days</li></ul></td></tr><tr><td height="19" class="xl65"><ul><li>Evri Next Day &#x2013; available on selected items</li></ul></td></tr><tr><td height="19"><br>All options include tracking links so you can follow your parcel from dispatch to delivery.</td></tr></tbody></table>

Which delivery options do you offer?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted" style="margin-left: calc(0%); width: 100%;" class="fr-table-selection-hover"><tbody><tr><td height="19" style="width: 1162px;">Delivery costs vary depending on the option you choose at checkout:<br><br></td></tr><tr><td height="19" class="xl65"><ul><li>Standard Delivery (Tracked 48) &#x2013; from &#xA3;3.99</li></ul></td></tr><tr><td height="19" class="xl65"><ul><li>Tracked 24 &#x2013; from &#xA3;4.99</li></ul></td></tr><tr><td height="19" class="xl65"><ul><li>Free Delivery &#x2013; on all orders over &#xA3;45</li></ul></td></tr></tbody></table>

How much does delivery cost?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted" class="fr-table-selection-hover" style="margin-left: calc(0%); width: 100%;"><tbody><tr><td height="19" style="width: 1162px;">Most parcels arrive within the courier&#x2019;s delivery aim:<br><br></td></tr><tr><td height="19" class="xl65"><ul><li>Tracked 24 &#x2013; usually next working day</li></ul></td></tr><tr><td height="19" class="xl65"><ul><li>Tracked 48 &#x2013; within 2 working days</li></ul></td></tr><tr><td height="19" class="xl65">During busy periods or remote areas, please allow up to 3 working days for delivery.</td></tr></tbody></table>

How long does delivery take?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Royal Mail Tracked 24 has a next-day delivery aim, but it is not guaranteed by Royal Mail. Occasionally parcels can take a little longer, especially during peak seasons.</td></tr></tbody></table>

What does “Tracked 24 is not guaranteed” mean?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes! You&#x2019;ll receive your tracking link by email as soon as your parcel leaves our warehouse. You can click the link at any time to see your parcel&#x2019;s progress.</td></tr></tbody></table>

Can I track my parcel?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted"><tbody><tr><td height="19" style="width: 1162px;">Here are a few steps to try first:</td></tr><tr><td height="19" class="xl65">1. Check with neighbours or anyone at your address who might have accepted it.</td></tr><tr><td height="19" class="xl65">2. Look around common &#x201C;safe places&#x201D; such as sheds, porches or bins.</td></tr><tr><td height="19" class="xl65">3. Wait 24 hours in case the courier marks it as delivered just before it actually arrives.</td></tr><tr><td height="19" class="xl65">If it still hasn&#x2019;t turned up, contact us at support@postmanpooch.co.uk and we&#x2019;ll investigate with Royal Mail or Evri.</td></tr></tbody></table>

My order says “Delivered” but I can’t find it. What should I do?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Not at the moment, but most Royal Mail Tracked services do deliver on Saturdays where possible.</td></tr></tbody></table>

Do you offer Saturday or weekend delivery?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="399" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">&#xA0;<table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Not yet. We currently deliver to addresses within the United Kingdom only.</td></tr></tbody></table><br></td></tr></tbody></table>

Do you deliver outside the UK?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">We&#x2019;re an online-only store, so collection isn&#x2019;t available right now.</td></tr></tbody></table>

Can I collect my order in person?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Occasionally, delays happen due to courier backlogs or weather. We monitor delivery performance closely and will refund the difference between Tracked 24 and Standard Delivery if the premium service was delayed beyond reasonable expectations.</td></tr></tbody></table>

What happens if my parcel is delayed?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">If a parcel comes back to us (for example due to an incorrect address or missed delivery), we&#x2019;ll contact you right away to arrange redelivery.</td></tr></tbody></table>

What happens if my parcel is returned to you?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1162" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Royal Mail can deliver to these addresses, but Evri cannot. If you&#x2019;re ordering to a PO Box or BFPO, please select a Royal Mail service at checkout.</td></tr></tbody></table>

Do you deliver to PO Boxes or BFPO addresses?

Postman Pooch

Delivery

Are your treats safe for all dogs?

Are your treats suitable for puppies and senior dogs?

Where do your treats come from?

Can I see a full list of ingredients?

My dog has allergies — how do I know what’s safe?

What if my dog doesn’t like something in the box?

Are your toys durable for heavy chewers?

Are your toys tested for safety?

Do you sell dog accessories or grooming items?

Can I personalise products with my dog’s name?

Do you test products on animals?

How do I choose the right product for my dog?

Do your products make good gifts?

Products

Can I change my subscription payment date?

What if I get an extra item in my box?

When will my subscription boxes be delivered?

What is a Postman Pooch subscription?

Which courier do you use for subscriptions?

Can I pause my subscription?

How do I cancel my subscription?

Can I change my subscription address or payment details?

Can I choose what’s in my box?

Do subscribers get any perks or discounts?

When will I be billed for my subscription?

Can I gift a subscription to someone else?

Can I change the frequency of my boxes?

What happens if a box arrives damaged or missing an item?

How do I reactivate a cancelled subscription?

Do you offer subscription discounts for multiple dogs?

Subscriptions

When will my order be sent?

Can I change or cancel my order?

Can I check the status of my order?

Can I send my order directly to someone as a gift?

I’ve ordered the wrong item or size. What should I do?

Do you include invoices or prices in gift boxes?

I’ve entered the wrong delivery address - can I change it?

I haven’t received an order confirmation email.

What happens if an item I ordered is out of stock?

Can I include a gift note in the parcel?

Can I add a personal message or name to my order?

Orders

Is your packaging recyclable?

Do you use eco-friendly materials?

Are your boxes plastic-free?

Can I reuse the gift box?

What happens to returned packaging or damaged stock?

How are you improving sustainability overall?

Do you include packaging slips or invoices inside the box?

Packaging & Sustainability

What payment methods do you accept?

When will I be charged for my order?

Can I use more than one discount code?

My discount code isn’t working - what should I do?

My payment was declined - what should I do?

Is it safe to pay on your website?

Can I change my payment method after placing an order?

Do you offer Klarna, Clearpay, or other buy-now-pay-later options?

Do you store my card details?

Payments

Do you offer gift cards?

How do I use a gift card?

Can I check my gift card balance?

Can I send the gift card directly to someone else?

Is the gift card delivered by post?

Does the gift card expire?

Can I use a gift card more than once?

Can I combine a gift card with a discount code?

Can the gift card be used on subscriptions or sale items?

Can I check the balance on my gift card?

Do you offer physical gift cards?

Is the gift card refundable?

Gift Cards

Can I return my order?

How do I start a return?

Are returns free?

Which items can I return?

Which items can’t be returned?

Can I exchange an item instead of a refund?

My order arrived damaged - what should I do?

I received the wrong item - how do I fix this?

What if an item is missing from my parcel?

Can I return a gift I received?

Returns

When will I receive my refund?

How will I know my refund has been issued?

I haven’t received my refund yet - what should I do?

Can I get a refund if my parcel never arrived?

Do you refund delivery costs?

Can I get a refund for personalised items?

How will I receive my refund?

Can I get store credit instead of a refund?

Refunds

Do I need an account to place an order?

How do I create an account?

I already placed an order but didn’t make an account. Can I still create one?

I forgot my password - how can I reset it?

I can’t log in to my account - what should I do?

How do I update my address or contact details?

Can I save multiple delivery addresses?

How do I update my payment details?

Can I delete my account?

Will my account information be kept safe?

Account & Login

Do you open on weekends / bank holidays?

What if I receive a different toy to what was advertised?

Privacy, Cookie & Shipping Policies?

Do you offer refunds or exchanges?

General FAQ's