Shipping policy

Shipping Policy 🐾

Thanks for shopping with Pup and Parcel! Here's everything you need to know about how and when your order reaches you and your pup.

Where we ship

We currently ship within the United Kingdom only. We're working on adding more destinations — join our mailing list to be the first to know when we do.

Order processing

Once you place your order, please allow 1–2 working days for us to process, pack and dispatch it. Orders placed on weekends or UK bank holidays are processed the next working day. You'll receive a confirmation email as soon as your order is on its way.

Delivery times & cost

We offer free standard UK delivery on all orders.

Most orders are dispatched from our UK warehouse and arrive within 3–7 working days of dispatch. A small number of items are shipped from our international fulfilment partners; where that's the case, the estimated delivery time is clearly shown on the product page before you buy, and typically falls within 7–15 working days.

Delivery estimates are provided in good faith but aren't guaranteed, as final delivery is handled by third-party carriers (Royal Mail, Evri, DPD and others). In the rare event of an unexpected delay, we'll always deliver your order within 30 days of purchase unless a longer timeframe was clearly stated at checkout.

Orders with multiple items

If your order contains items stocked in different warehouses, they may be sent in separate parcels and arrive on different days — this is completely normal and there's no extra charge to you. If one part of your order arrives before the other, the rest is still on its way.

Tracking your order

As soon as your order ships, we'll email you a tracking number and a link so you can follow its journey. If you haven't received tracking within 3 working days of ordering, check your spam folder first, then get in touch and we'll sort it out.

Customs, duties & taxes

The price you pay at checkout is the final price — there are no hidden fees. UK customers will not be asked to pay any additional customs charges, import duties or taxes on delivery. We take care of all of that so you don't have to.

Incorrect or incomplete addresses

Please double-check your delivery address at checkout — we're not able to change it once an order has been dispatched. If a parcel is returned to us because of an incorrect address or a failure to collect, we'll contact you to arrange redelivery (a redelivery charge may apply).

Lost, delayed or damaged parcels

If your order hasn't arrived within the estimated window, or turns up damaged, please contact us at support@pupandparcel.co.uk with your order number (and a photo if it's damaged). We'll investigate with the carrier and make it right with a replacement or refund — that's our promise.

Need help?

Any questions about your delivery? Email us any time at support@pupandparcel.co.uk or reach out via our Contact page. We're real dog people and happy to help.

Pup and Parcel is a trading name of The Mind Gauge Ltd, registered in England & Wales (Company No. 15075504).