📄 The Pawsome Co. - Delivery Terms & FAQ’s

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📧 Need Help?

For help or support with any online order queries, please email teampawsome@outlook.com with your order number in the subject line.

Please note: our in-store team is unable to assist with online order queries — our dedicated ecommerce helpdesk will respond to your email as soon as possible.

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🚚 Nationwide Delivery

We ship our products nationwide to ensure every member of our pack can enjoy delicious dinners and tasty treats delivered straight to their door! 🐾

Our parcels are delivered via APC Next Day Delivery.
Frozen items are shipped in thermal packaging to ensure they remain in yummy condition.

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📅 Shipping Days

We ship orders during our business operational days:
Tuesday, Wednesday, Thursday, Friday

Orders placed from Saturday to Monday will be collected for shipping on the following Tuesday.

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📦 Estimated Delivery Schedule

• The above schedule is an estimate — orders placed after 12pm may still be shipped same-day, depending on courier collection times.
• Prices are subject to parcel weight — shipping cost is calculated automatically at checkout.

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⚠️ By completing your purchase, you agree to the following terms:

⚠️ Important Delivery Information

By completing your purchase, you agree to the following:

1️⃣ Multi-parcel deliveries
Orders may arrive in multiple parcels and may be delivered by different APC drivers on the same day.

2️⃣ Unattended delivery & location
All orders are shipped on a leave-safe / unattended delivery basis due to the perishable nature of our products.

By placing an order, you authorise the courier to leave your parcel at the delivery address without a signature, in a location deemed suitable at the driver’s discretion.

👉 We do not guarantee placement in a specific location or concealed area.
👉 It is your responsibility to ensure the delivery address is suitable for unattended delivery.

3️⃣ Driver actions (knocking & placement)
Delivery drivers may knock or attempt to notify you; however, this is not guaranteed and is not a condition of delivery.

We are not responsible for individual delivery decisions, including where the parcel is left at the address.

4️⃣ Proof of delivery & liability
Delivery is considered complete once the courier confirms delivery, including photo and/or GPS evidence where available.

From this point, responsibility for the parcel transfers to you, and we accept no liability for loss, theft, damage, or temperature exposure, regardless of where the parcel has been left.

5️⃣ Delivery timeframe
Deliveries may take up to 48 hours from dispatch.

6️⃣ Tracking your order
You can track your delivery via the APC app or website. We recommend downloading the APC app for real-time updates.

7️⃣ Do not amend delivery
Do not attempt to change the delivery date via APC, as this may result in delays or spoilage. We are not responsible for issues caused by delivery changes made by the customer.

8️⃣ Order processing time
Orders may take up to 48 hours to be processed, in line with our business opening hours.

9️⃣ Next Day delivery clarification
“Next Day Delivery” applies from the date of dispatch, not the order date.

🔟 Delivery disclaimer
While we aim for next-day delivery, this is not guaranteed and may be affected by courier delays or peak periods.

1️⃣1️⃣ Accurate delivery information
You are responsible for ensuring that all delivery details — including your postcode — are entered correctly at checkout.

If incorrect or incomplete information is provided and results in delivery to the wrong address, we accept no liability and cannot offer refunds or replacements for any lost, stolen, delayed, or spoiled items.

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🕑 Important Reminders

• During busy periods, deliveries may take up to 48 hours.
• We cannot guarantee Next Day Delivery.
• Once your parcel has been collected by APC, APC is responsible for delivery.
• The delivery schedule becomes our target delivery day, but APC reserves the right to deliver within 48 hours.

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❓ FAQ’s

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When is the delivery deadline?

Orders placed after 12pm are not guaranteed for Next Day delivery.

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What postcodes do you cover?

We ship across the UK mainland.

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What day and time will my order be delivered?

Please refer to our estimated delivery schedule.

APC will contact you once they have received your parcel with updates on delivery times.
Note: APC does not deliver on Bank Holidays.

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What if I am not home to receive my delivery?

You should be in to receive your delivery, however If you are not home APC will leave the parcel outside your address (whatever the weather).

It is your responsibility to ensure you are available to receive your delivery, or that it is placed safely.

We accept no responsibility for orders once delivered (including loss, theft, damage, or defrosting).

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What should I do if an item is missing or damaged?

Occasionally, we may substitute an item of similar value or type if stock is limited.

If a suitable replacement is not available, we will refund the item.

We take great care to triple-check all orders — however, mistakes can happen.

If an item is missing or damaged, please contact us within 24 hours of delivery at teampawsome@outlook.com.

🙋‍♀️ Customer Support

For any queries about your online order, please contact us by email at teampawsome@outlook.com with your order number in the subject line.

Please note that our online team is not in the office from Friday at 5:00pm until the following Tuesday — messages will be responded to as soon as possible during business hours (for business hours please visit our 'Contact us' page at the top of the website header).