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.
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.
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.
| Order Placed On | Estimated Delivery Day (subject to T&Cs) |
|---|---|
| Monday | Wednesday |
| Tuesday (before 12pm) | Wednesday |
| Wednesday (before 12pm) | Thursday |
| Thursday (before 12pm) | Friday |
| Friday (before 12pm) | Saturday (additional carriage charge applies) |
| Saturday / Sunday | Wednesday |
1️⃣ Multi-parcel orders may be delivered by different APC drivers on the same day.
2️⃣ You must be in to receive your delivery (APC will leave your parcel even if you are not home — no signature required).
3️⃣ Deliveries can take up to 48 hours.
4️⃣ You must download the APC app and register an account to track your order — tracking is also available via the APC website.
5️⃣ Do not attempt to change the delivery date in the app or on the APC website.
6️⃣ We reserve the right to process orders within 48 hours, in line with our business opening hours (see our website for details).
7️⃣ Deliveries are Next Day from the date of shipping — not the date of order.
8️⃣ Neither we nor our couriers can guarantee Next Day delivery, particularly during busy periods or in the event of courier delays.
9️⃣ You are responsible for ensuring that all delivery information — including your postcode — is entered correctly at checkout. If incorrect details are submitted and the parcel is delivered to the wrong address as a result, we cannot offer refunds or replacements for lost, stolen, delayed, or spoiled items.
Orders placed after 12pm are not guaranteed for Next Day delivery.
We ship across the UK mainland.
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.
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).
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.
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).
