shipping policy

At Puppy Papa, we aim to dispatch and deliver dog products, cat products, and other pet supplies as efficiently as possible. By placing an order with us, you agree to the terms below.

1. Order Processing

Orders are usually processed within 1–3 business days after payment has been received and cleared.

Orders are not normally processed or dispatched on weekends or UK bank holidays.

During busy periods, sales, holidays, or where stock availability is limited, processing times may be longer.

2. UK Delivery Times

Estimated delivery for UK orders is 2–11 business days from dispatch.

Delivery times are estimates only and are not guaranteed. Delays may occur due to courier issues, severe weather, operational disruption, peak periods, stock issues, or events outside our reasonable control.

3. Shipping Charges

Shipping charges are calculated at checkout based on the delivery address, order size, product type, and shipping method selected.

Any free delivery promotions will be shown clearly on the website where applicable.

4. Tracking

Where tracking is available, dispatch confirmation and tracking details will be sent to the email address provided at checkout.

It is the customer’s responsibility to monitor tracking updates and contact the courier where appropriate once delivery attempts begin.

5. Delivery Address Responsibility

Customers are responsible for ensuring that all delivery information provided at checkout is accurate and complete.

Puppy Papa accepts no responsibility for delays, failed deliveries, losses, or additional costs resulting from incorrect, incomplete, or outdated delivery information supplied by the customer.

If an order is returned to us due to incorrect address details or failure to collect the parcel, we reserve the right to charge additional postage costs before re-dispatch.

6. Safe Place, Neighbour, and Delivery Instructions

Where the customer requests or authorises delivery to a safe place, neighbour, reception, concierge, mailroom, or other nominated location, the parcel will be treated as delivered once it has been delivered there in accordance with those instructions.

From that point, responsibility for the parcel passes to the customer.

7. Delays Outside Our Control

We are not liable for delivery delays caused by factors outside our reasonable control, including but not limited to courier disruption, transport issues, industrial action, adverse weather, customs delays, system failures, or high seasonal demand.

Such delays do not automatically entitle the customer to compensation.

8. Lost Parcels and Delivery Disputes

If a parcel has not arrived within the estimated delivery window, the customer must contact us within a reasonable time and provide all requested information so that we can investigate.

We may require the customer to:

confirm the delivery address
check with household members, neighbours, or the nominated safe place
review tracking information
cooperate with any courier investigation

We reserve the right not to issue a refund or replacement unless the parcel is confirmed by us or the courier as lost in transit.

Where tracking shows the parcel has been delivered to the delivery address provided by the customer, or to a safe place or nominated location authorised by the customer, Puppy Papa reserves the right to decline claims for loss.