📄 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 DPD 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:

1️⃣ Multi-parcel orders may be delivered by different DPD drivers on the same day.
2️⃣ DPD 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 DPD app and register an account to track your order — tracking is also available via the DPD website.
5️⃣ Do not attempt to change the delivery date in the app or on the DPD 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.

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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 DPD, DPD is responsible for delivery.
• The delivery schedule becomes our target delivery day, but DPD 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.

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

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What if I am not home to receive my delivery?

If you are not home, DPD 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?

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, 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 Saturday at 1:00pm until Monday — messages will be responded to as soon as possible during business hours.