SHIPPING POLICY

Last updated: 26 July 2026

This Shipping Policy applies to orders placed through www.pawsandmoore.uk.

1. Delivery countries

We currently deliver to eligible addresses in:

• the United Kingdom; and
• the United States.

Certain remote locations, islands, PO boxes, military addresses or restricted areas may not be available through every supplier or courier.

If we cannot deliver an accepted order to the address supplied, we will contact you and provide the remedy required by law, which may include cancellation and a refund.

2. Order processing

Orders are normally processed within 1 to 3 business days.

Business days generally exclude Saturdays, Sundays and relevant public holidays.

Processing time is separate from delivery time. Processing may take longer during busy periods, promotions or public holidays.

The delivery estimate displayed on the relevant product page or at checkout before purchase takes priority over the general estimates in this policy.

3. Estimated delivery times

After dispatch, our general estimated delivery periods are:

United Kingdom: 5 to 15 business days
United States: 7 to 25 business days

These are estimates only unless we expressly state that a date or period is guaranteed.

The combined processing and delivery estimate must not be used to reduce any statutory delivery deadline. If we agree a delivery period longer than the ordinary UK statutory period, that period must be clearly displayed and agreed before the contract is formed.

4. UK delivery deadline

For UK orders, we will deliver the goods without undue delay and, unless a different period has been clearly agreed, no later than 30 days after the contract is formed.

If delivery by a particular date was essential because:

• you told us before the contract that it was essential; or
• the circumstances made the date essential,

and we fail to deliver by that date, you may generally treat the contract as at an end.

In other cases of late delivery, you may give us an additional reasonable period to deliver. If we fail to deliver within that additional period, you may generally treat the contract as at an end.

You may also have an immediate right to treat the contract as at an end where we refuse to deliver or where the applicable statutory conditions are met.

If the contract is treated as at an end because of late or non-delivery, we will refund the relevant amount without undue delay.

These rights arise under the Consumer Rights Act 2015, s 28 and cannot be excluded by describing delivery dates as estimates.

5. United States shipping delays

We will only advertise a shipping period where we have a reasonable basis to expect that it can be met.

If a United States order cannot be shipped within the promised period, we will provide the options required by applicable law. These may include:

• agreeing to a revised shipping date; or
• cancelling the unshipped order for a refund.

6. Fulfilment arrangements

Products may be dispatched directly by third-party suppliers or fulfilment partners.

AutoDS may assist with processing and transmitting order information.

The parcel may be sent from a location different from our Blackpool business address.

Paws & Moore remains responsible for customer service and for the retailer’s obligations concerning the order.

7. Split shipments

Where an order contains multiple products, the products may:

• be sent separately;
• arrive on different dates;
• use different couriers; and
• have different tracking numbers.

You will not normally be charged an additional delivery fee solely because we divide an accepted order into separate parcels.

If separate delivery dates materially affect your statutory cancellation period or other rights, those rights will be calculated in accordance with applicable law.

8. Tracking

Where tracking is available, it will normally be sent by email or displayed through the order-status page.

Tracking information may take several business days to update after dispatch.

A shipping label being created does not always mean that the courier has physically received the parcel.

Tracking information is evidence relevant to delivery but does not by itself determine whether goods have legally been delivered.

9. Delivery charges

Delivery charges will be displayed before you submit the order.

Charges may depend on:

• destination;
• product size or weight;
• supplier location;
• available shipping service; and
• promotional offers.

Mandatory charges that must legally be included in the price or displayed before checkout will not be concealed or added later.

10. Address accuracy

You must provide a complete and accurate:

• recipient name;
• delivery address;
• postcode or ZIP code;
• apartment or unit number; and
• contact information required by the courier.

Contact us immediately if you identify an error.

We cannot guarantee that an address can be changed after processing has begun.

Reasonable return or redelivery costs may be charged where a delivery fails solely because you supplied incorrect or incomplete information, where legally permitted.

We will not charge such costs where the delivery problem was caused by us, our supplier or the courier.

11. Customs, taxes and import charges

Orders sent to the United States or another international destination may be subject to:

• customs inspections;
• import duties;
• local sales taxes; and
• carrier handling charges.

Where these costs are not collected at checkout, we will identify that fact before the order is submitted where required by law.

Customers are responsible for checking local import restrictions before ordering. This does not remove our responsibility to comply with applicable consumer, product-safety, tax and customs requirements.

Customs requirements may cause delays outside our reasonable control, but they do not automatically remove statutory delivery or refund rights.

12. Delivery delays

Delivery may be affected by:

• severe weather;
• customs checks;
• courier disruption;
• public holidays;
• industrial action;
• unusual order volumes;
• incorrect address information; or
• other events outside reasonable control.

Please contact info.pawsandmoore@gmail.com if the order has not arrived within the applicable estimate.

An event outside our reasonable control may explain a delay, but it does not automatically exclude rights relating to non-delivery, cancellation, refunds or non-conforming goods.

13. Missing orders

If an order has not arrived, contact info.pawsandmoore@gmail.com with your order number.

We may ask you to:

• check tracking information;
• look around the delivery location;
• check with household members;
• check with neighbours, reception or a safe place; and
• review any delivery notice.

These checks help us investigate but are not intended to transfer our legal responsibility for delivery to you.

We will investigate with the supplier or courier.

Where the order is confirmed lost or has not been delivered as required, we will provide the remedy required by applicable law, which may include a replacement, redelivery or refund.

14. Orders marked as delivered

If tracking shows that a parcel was delivered but you cannot find it, contact us promptly.

We will investigate with the courier and supplier. A tracking status alone will not necessarily be treated as conclusive where there is credible evidence that the goods were not delivered to you or a person nominated by you.

Please do not submit a false non-delivery claim. We may provide relevant information to the courier, payment provider or authorities where fraud is reasonably suspected and disclosure is lawful.

15. Risk and delivery

For UK consumer orders, responsibility for loss or damage generally remains with Paws & Moore until the goods come into the physical possession of you or a person nominated by you, unless you independently arranged a carrier that we did not offer.

You should report damage as soon as reasonably practicable and provide photographs where possible. Photographs help us investigate but are not a condition of exercising statutory rights.

16. Damaged deliveries

Contact us as soon as reasonably practicable if a parcel or product arrives damaged.

Please provide, where available:

• your order number;
• photographs of the product;
• photographs of the outer packaging;
• a photograph of the shipping label; and
• a description of the damage.

We will not require photographs where it is unreasonable for you to provide them, and the absence of photographs does not remove statutory rights.

17. Contact

Paws & Moore
Email: info.pawsandmoore@gmail.com
Website: www.pawsandmoore.uk