<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted" class="fr-table-selection-hover"><tbody><tr><td height="19" style="width: 100%;">All orders placed before 11am (Monday&#x2013;Friday) are dispatched the same working day. Orders placed after 11am, or on weekends and bank holidays, will be sent the next working day.</td></tr></tbody></table>

When will my order be sent?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">We work quickly to get your items shipped, so we can&#x2019;t guarantee changes once an order has been processed. However, if you contact us within a few hours of placing it, we&#x2019;ll do our best to help.</td></tr></tbody></table>

Can I change or cancel my order?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes. You&#x2019;ll receive a confirmation email once your order is placed, and a second email with tracking information once it&#x2019;s shipped. If you haven&#x2019;t received these, check your spam or junk folder.</td></tr></tbody></table>

Can I check the status of my order?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes - absolutely. Simply enter the recipient&#x2019;s name and address at checkout. Don&#x2019;t worry, we never include pricing information inside the parcel.</td></tr></tbody></table>

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

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Contact us as soon as possible with your order number. If the parcel hasn&#x2019;t shipped yet, we&#x2019;ll correct it for you. If it has already been dispatched, we can arrange a free return or exchange.</td></tr></tbody></table>

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

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">No. Because most of our boxes are gifts, we never include pricing details in the packaging.</td></tr></tbody></table>

Do you include invoices or prices in gift boxes?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">If your order hasn&#x2019;t yet been dispatched, we can update the address. Contact us as soon as possible so we can intercept it before it ships.</td></tr></tbody></table>

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

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Please check your spam folder first. If you still can&#x2019;t find it, contact us at support@postmanpooch.co.uk and we&#x2019;ll confirm your order details for you.</td></tr></tbody></table>

I haven’t received an order confirmation email.

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">On rare occasions, if an item is unavailable, we&#x2019;ll contact you right away to offer a suitable replacement or a full refund.</td></tr></tbody></table>

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

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes! You can add a personalised message in the notes section at checkout. We&#x2019;ll print it on a gift tag or note card inside the parcel.</td></tr></tbody></table>

Can I include a gift note in the parcel?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1272" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes! Many of our boxes can be personalised. Look for the &#x201C;Personalise&#x201D; section on the product page before checkout.</td></tr></tbody></table>

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

Postman Pooch

Orders

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

Which delivery options do you offer?

How much does delivery cost?

How long does delivery take?

What does “Tracked 24 is not guaranteed” mean?

Can I track my parcel?

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

Do you offer Saturday or weekend delivery?

Do you deliver outside the UK?

Can I collect my order in person?

What happens if my parcel is delayed?

What happens if my parcel is returned to you?

Do you deliver to PO Boxes or BFPO addresses?

Delivery

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