If you have a question or need assistance with your order, our customer support team is here to help. If live support is unavailable, please email us and we will get back to you within 24–48 business hours.
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Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative. If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Pre-Purchase Questions
Q: Do you ship across the United Kingdom?
Yes, we currently ship within the United Kingdom only. All orders are processed within 2–3 business days and delivered quickly across England, Scotland, Wales, and Northern Ireland.
Q: How long does delivery usually take?
Standard delivery typically takes 2–5 business days after dispatch. Delivery to remote or rural areas may take up to 6–10 business days due to distance or carrier routes.
Q: Is shipping free?
Yes, standard shipping is completely free on all UK orders. Any expedited shipping options, if available, will be shown clearly at checkout.
Can I track my order?
Absolutely. Once your order has been dispatched, you will receive a tracking link by email. You can also visit our “Track My Order” page if you need further assistance.
Q: What if my item arrives damaged or incorrect?
If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible. We’ll arrange a replacement or refund in line with our return policy.
Q: What is your return policy?
We accept returns within 30 days if the issue is caused by the seller, such as damaged or incorrect items. Items must be unused and in original packaging. Please contact us before returning any product.
Q: Are your products suitable for UK pets?
Yes. Our products are selected for everyday pet care and are suitable for pets in the UK. Product descriptions include key details to help you choose the right item for your pet.
Q: Are prices shown in GBP?
Yes, all prices on PawPantry are displayed in British Pounds (GBP), so there are no hidden currency conversion fees at checkout.
Q: Is PawPantry a UK-based store?
Yes. PawPantryUK is operated by BARONI SUPPLIER LTD and serves customers across the United Kingdom, offering reliable shipping and local customer support.
Q: How can I contact customer support before ordering?
If you have any questions before placing an order, you can contact us via the Contact Us page or email us directly at pawpantrypet@gmail.com
. We typically respond within 24–48 business hours.
Order & Shipping
Q: How long does it take to process my order?
All orders are processed within 2–3 business days after payment confirmation. Orders placed on weekends or UK public holidays are processed on the next business day.
Q: When will my order be delivered?
After dispatch, standard delivery usually takes 2–5 business days. Delivery to remote or rural areas may take up to 6–10 business days.
Q: Do you ship across the entire UK?
Yes, we ship across the United Kingdom, including England, Scotland, Wales, and Northern Ireland.
Q: Is shipping really free?
Yes. Standard shipping within the UK is free on all orders. Any additional delivery options, if available, will be clearly shown at checkout.
Q: Will I receive a tracking number?
Yes. Once your order is dispatched, you will receive an email with your tracking number and tracking link.
Q: My tracking hasn’t updated yet — is this normal?
Yes. Tracking information may take 24–48 hours to update after dispatch, depending on the carrier.
Q: What happens if my delivery is delayed?
While we aim for fast delivery, delays may occasionally occur due to weather conditions or carrier issues. If your order is significantly delayed, please contact our support team.
Q: Can I change my shipping address after placing an order?
If your order has not yet been dispatched, we may be able to update your address. Please contact us as soon as possible for assistance.
Q: What if my order is marked as delivered but I haven’t received it?
Please check with neighbours or your local delivery office first. If the issue continues, contact us and we will help investigate with the carrier.
Q: Do you offer international shipping?
At this time, we only ship within the United Kingdom. We may expand to international destinations in the future.
About Policies
Q: Where can I find your store policies?
All our policies, including Privacy Policy, Return Policy, Shipping Policy, and Terms of Service, are available at the bottom of our website for easy access.
Q: What is your return policy?
We accept returns within 30 days if the issue is caused by the seller, such as damaged, defective, or incorrect items. Please contact us before returning any product.
Q: Do you offer refunds?
Yes. Once an eligible return is approved and received, refunds are issued to the original payment method within the stated processing time.
Q: How long does it take to receive a refund?
Approved refunds are processed within 10 business days. Banks or card providers may take additional time to complete the transaction.
Q: What is your shipping policy?
We offer free standard shipping within the United Kingdom. Orders are processed within 2–3 business days and delivered according to our shipping timelines.
Q: How do you protect my personal information?
We take data protection seriously. Customer information is handled securely and in line with UK data protection laws, as outlined in our Privacy Policy.
Q: Can I cancel my order?
If your order has not yet been dispatched, we may be able to cancel it. Please contact us as soon as possible for assistance.
Q: Do your policies comply with UK regulations?
Yes. Our policies are designed to comply with applicable UK consumer protection and data protection regulations.
Q: Are there any items that cannot be returned?
Certain items, such as used, opened, or perishable products, may not be eligible for return. Full details are listed in our Return Policy.
Q: Who should I contact if I have questions about your policies?
If you have any questions about our policies, please contact our support team via the Contact Us page or email us at pawpantrypet@gmail.com
.
Other Questions
Q: Do I need to create an account to place an order?
No, you can check out as a guest. Creating an account is optional and allows you to track orders more easily in the future.
Q: Are your products suitable for all pet sizes and breeds?
Many of our products are suitable for a wide range of pet sizes and breeds. Please check the product description for specific size or usage details.
Q: Will I receive an order confirmation email?
Yes. After placing your order, you’ll receive an email confirmation with your order details and next steps.
Q: Can I change or cancel my order after placing it?
If your order hasn’t been dispatched yet, we may be able to make changes. Please contact us as soon as possible for assistance.
Q: Are your products safe for pets?
Yes. We carefully select products intended for everyday pet care. Always follow the usage instructions provided with each product.
Q: Do you restock sold-out items?
Some popular items may be restocked, depending on availability. You can check back on the product page or contact us for updates.
Q: Are prices shown inclusive of VAT?
Prices are displayed clearly at checkout. Any applicable taxes are shown before you complete your purchase.
Q: Do you offer discounts or promotions?
Occasionally, we run promotions or special offers. Sign up for updates or check our website for the latest deals.
Q: Can I place an order from outside the UK?
At this time, we only accept and ship orders within the United Kingdom.
Q: How can I give feedback about my experience?
We value customer feedback. If you’d like to share your experience, please contact us via email at pawpantrypet@gmail.com
.