At Happy Paw Food Store, we want every step of your shopping experience to be as joyful as watching your pup play with their new favourite toy! Our transparent shipping and returns policies are designed with your convenience in mind, because we believe happy customers make for happy pups.

Shipping Information

We ship worldwide (excluding some Asian regions and remote areas) to bring premium dog products right to your doorstep.

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two convenient shipping options:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
  • Free Shipping (orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Please note: Delivery times are estimates and may vary depending on your location and customs processing. During peak seasons, slight delays may occur.

Our Returns Promise

We accept returns or exchanges within 15 days of receiving your order. To be eligible for return, items must be:

  • In original, unopened packaging
  • Undamaged and unused
  • Accompanied by proof of purchase

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Dog Medicines (opened or unopened)
  • Dog Treats & Chews (once packaging is opened)
  • Personalised or custom-made items

How to Return an Item

Step 1: Request a Return

Contact our friendly customer care team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • Product name and quantity you wish to return
  • Reason for return
  • Whether you prefer a refund or exchange

Return Request Template:

Subject: Return Request – Order #[Your Order Number]

Email Body:
Dear Happy Paw Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]).
Item(s) to return: [Product Name(s)]
Quantity: [Number of Items]
Reason for return: [Brief Explanation]
Preferred resolution: [Refund/Exchange for [Product Name]]
Please advise on next steps.
Kind regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Instructions

We’ll email you within 24 hours with:

  • Return authorization number (RMA)
  • Return shipping address
  • Any special instructions

Step 3: Package and Ship Your Return

Please ensure:

  • Original packaging is intact
  • All tags and labels are attached
  • Include a copy of your order confirmation or packing slip
  • Write the RMA number clearly on the outside of the package

Note: Customers are responsible for return shipping costs unless the return is due to our error.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 3-5 business days to your original payment method
  • Exchanges: Shipped within 1-2 business days after approval

Refund Details

Your refund will include:

  • Full product price
  • Original shipping costs (if returning entire order)

Deductions may apply for:

  • Opened or used items (where permitted)
  • Missing components
  • Damage not due to shipping

International Returns

For our international customers:

  • Customs fees are non-refundable
  • Mark package as “Returned Goods” to avoid additional charges
  • We recommend using a tracked shipping service

Damaged or Incorrect Items

If you receive damaged or incorrect items:

  • Contact us within 48 hours of delivery
  • Include photos of the damaged item and packaging
  • We’ll arrange a free replacement or refund

Need Help?

Our tail-waggingly good customer service team is here to help!

Contact us at:
Email: [email protected]
Postal: 44 Villette Path, Sunderland, GB SR3E 1CA

We aim to respond to all queries within 24 hours (except weekends and holidays).

Last updated: [Insert Date]

Woofs and wags,
The Happy Paw Team