Frequently Asked Questions
Frequently Asked Questions
Orders & Shipping
Q: How long does delivery take?
A: UK orders arrive in 2–3 working days with tracked delivery. We dispatch same or next working day from UK warehouses.
Q: Do you offer free shipping?
A: Yes! Free shipping on all orders over £40. Otherwise, flat rate £3.95 UK delivery.
Q: Can I track my order?
A: Absolutely. You'll receive a tracking number via email once your order ships. Track anytime through your account or our Track My Order page.
Q: Do you ship internationally?
A: Currently UK only. We're exploring EU shipping options — join our email list to be first to know.
Products
Q: Are your products safe for my pet?
A: Every product is hand-picked for safety as well as enrichment value. We avoid cheap plastics, toxic materials, and anything that could harm your pet. We check for UK safety standards compliance.
Q: How do I know if a product suits my dog/cat?
A: Each product page includes size guides, breed recommendations, and suitability info. Not sure? Email us at support@pawkindco.co.uk with your pet's details — we'll personally advise.
Q: Are your enrichment toys durable?
A: We select for quality and longevity, but no toy is indestructible! Product descriptions include durability ratings and best use cases. Supervise play with aggressive chewers.
Q: What's the difference between your products and cheaper alternatives?
A: We curate, not stockpile. Every item is tested for: enrichment value (does it actually engage your pet?), material safety, ease of cleaning, and owner experience. No random dropshipped junk.
Returns & Refunds
Q: What's your return policy?
A: 30-day hassle-free returns on unused items in original packaging. Products that don't meet your expectations can be returned — we want you and your pet to be genuinely happy.
Q: How do I return an item?
A: Email support@pawkindco.co.uk with your order number. We'll send you a prepaid return label (UK) and instructions.
Q: What if my item arrives damaged?
A: Contact us immediately with photos. We'll replace or refund at no cost — no need to return damaged goods.
Q: How long do refunds take?
A: Processed within 3–5 working days after we receive your return. Allow 3–5 more days for your bank to show it.
Payment & Security
Q: What payment methods do you accept?
A: All major cards, PayPal, Apple Pay, Google Pay, and Shop Pay via Shopify's secure checkout.
Q: Is my payment information secure?
A: Completely. We use Shopify's PCI-compliant encryption. We never see or store your full card details.
Pet Care Advice
Q: Can you help me choose the right products?
A: Yes! Email us at support@pawkindco.co.uk with:
- Your pet's age, breed, size
- Any behavioural challenges (anxiety, boredom, pulling on lead)
- Your goals (calming, enrichment, training, travel)
We'll recommend personally curated solutions.
Q: Do you offer veterinary advice?
A: No — we're pet accessory experts, not vets. For health concerns, always consult your veterinarian. We can recommend comfort products that support veterinary care plans.
Customer Support
Q: How can I contact you?
A: Email: support@pawkindco.co.uk
We typically respond within 24 hours on business days. For urgent order issues, we prioritise same-day replies.
Q: Do you have a phone number?
A: Currently email-only — this lets us research your questions properly and keep costs down (passed on as better product prices). We aim to be genuinely helpful, not just available.
Still have questions?
Email us: support@pawkindco.co.uk
We read every email personally and reply with genuine care. No chatbots, no scripts — just pet lovers helping pet lovers. 🐾