Shipping policy

Shipping Policy

Here's everything about how your Active Paw order reaches you.

DELIVERY CHARGES

United Kingdom: delivery is free on every order, with no minimum spend.

Other countries (United States, Canada, the EU, Australia, and the other destinations shown at checkout): delivery is calculated for your exact address and shown clearly at checkout before you pay. We only offer checkout where we can genuinely fulfil your order, so you're never charged for a delivery we can't complete.

HOW LONG IT TAKES

Every product page shows an estimated delivery window for that item, worked out from the nearest warehouse that stocks it for your destination. Because each item ships from the closest stock to you, delivery times vary by product and by where you are.

As a guide for UK orders:
Most items: 8 to 12 working days (processing within 1 to 3 working days, then tracked transit).
Items that ship from a UK warehouse: 2 to 4 working days.

Estimates are made in good faith but aren't guaranteed. Carriers and customs can occasionally add delays. If your order is running late, contact us and we'll chase it and keep you updated.

DUTIES AND TAXES

For international orders, any import duties and taxes are calculated and collected at checkout, so the price you see is the price you pay, with nothing extra to pay when your parcel is delivered. UK orders never have customs or import charges.

TRACKING

You'll receive a dispatch email with a tracking link as soon as your order ships. You can also check your order status any time via the link in your confirmation email.

ORDERS WITH SEVERAL ITEMS

To get everything to you as fast as possible, items are dispatched from the nearest warehouse that stocks them, so a multi-item order may arrive as more than one parcel, sometimes days apart. Your tracking links show each parcel separately.

DELIVERY ADDRESSES

Please double-check your delivery address at checkout. It's confirmed in your order email, and you can correct any mistake free of charge by contacting us before dispatch.

We can't redirect a parcel once it has shipped, and we can't be responsible for parcels delivered to an incorrectly entered address. If that happens, get in touch and we'll do our best to help.

We can't deliver to PO boxes or freight forwarders.

LOST OR UNDELIVERED PARCELS

If tracking shows no movement for several days, or your parcel is marked delivered but hasn't arrived, contact us at contact@activepaw.co.uk. We'll investigate with the carrier and, where a parcel is confirmed lost, send a replacement or a full refund, your choice.

QUESTIONS

contact@activepaw.co.uk. We reply within one working day.