Here's paste-ready FAQ copy, written to do the two jobs an FAQ actually has in a dropshipping store: cut your support emails and prevent refunds/chargebacks by setting delivery expectations honestly up front. Grouped so buyers can scan.
Frequently Asked Questions š¾
Shipping & Delivery
Where do you ship from, and how long will my order take?
We dispatch from our UK warehouse, so most orders arrive within 3ā7 working days. After you order, allow 1ā2 working days for us to process and pack, then your tracked delivery is on its way. You'll get a tracking link by email the moment it ships.
How much is delivery?
[Free UK delivery on all orders] / [Delivery is calculated at checkout] ā pick one and edit to match your setup.
Do you ship outside the UK?
Right now we're focused on giving UK dog owners the best possible service, so we ship within the United Kingdom only. We're working on more destinations ā pop your email on our list to be the first to know.
Orders & Tracking
How do I track my order?
As soon as your order ships, we'll email you a tracking number and link. Just click it to see where your parcel is. Head to our [Order Tracking] page any time to check.
I haven't received my tracking email ā help!
First, check your spam/junk folder (it hides there more often than you'd think). Still nothing? Message us via our [Contact page] with your order number and we'll sort it straight away.
Can I change or cancel my order?
If your order hasn't shipped yet, we can usually change the address, size, or cancel it. Contact us as soon as possible with your order number ā once it's left the warehouse we can't make changes, but our returns policy has you covered.
Returns & Refunds
What's your returns policy?
If you're not happy, you have 30 days from delivery to request a return. Items need to be unused and in their original condition. Just message us via the [Contact page] with your order number and we'll guide you through it.
What if my item is faulty or the wrong thing arrived?
That's on us ā send us a photo via the https://pupandparcel.co.uk/pages/contact-us within 48 hours of delivery and we'll arrange a free replacement or full refund, no fuss.
Are personalised items returnable?
Because personalised products (like our custom-name harnesses) are made just for your dog, they can't be returned for a change of mind ā but if there's a fault or a mistake on our end, we'll always put it right.
How long do refunds take?
Once your return is approved, refunds are processed within 3ā5 working days back to your original payment method. Your bank may take a couple of extra days to show it.
Products & Sizing
How do I choose the right size?
Every product page has a size guide ā measure your dog rather than guessing by breed, as sizes vary a lot. Not sure? Message us your dog's measurements and we'll recommend the perfect fit.
How does the personalisation work?
On products that offer it, just type your dog's name in the box on the product page before adding to cart. Double-check the spelling ā we print exactly what's entered!
Are your products safe for my dog?
Absolutely. Our gear is chosen for comfort, durability, and safety ā but always supervise your dog with new equipment and check the fit regularly, especially for puppies and growing dogs.
Payment & Security
Which payment methods do you accept?
We accept all major cards (Visa, Mastercard, Amex) plus Apple Pay and Google Pay. Checkout is fully secure and encrypted.
Is it safe to order from you?
Yes. Pup and Parcel is a trading name of The Mind Gauge Ltd, a company registered in England & Wales (No. 15075504). Your payment details are processed securely and never stored by us.
Still have a question?
We're real dog people and happy to help ā reach us any time via our [Contact page] or DM us on TikTok & Instagram @pupandparcel.