Shipping policy
Shipping Policy
Last Updated: July 2026
At The Big Paw Club, we know you're excited to receive your order, and we're committed to getting it to you as quickly and safely as possible. Every order is carefully packed and shipped with care to ensure it arrives in excellent condition.
Shipping Destinations.
We currently ship to:
- United Kingdom
- Ireland
- Europe
- United States
- Canada
- Australia
We hope to expand to additional countries in the future.
Processing Times
Orders are processed within 1–3 business days (Monday to Friday, excluding public holidays).
During busy periods such as product launches, sales, or holidays, processing times may be slightly longer. If this happens, we'll keep you informed.
Once your order has been dispatched, you'll receive a confirmation email containing your tracking information (where available).
Estimated Delivery Times
Delivery times are estimates and begin once your order has been dispatched
Destination Estimated Delivery:
| United Kingdom 1–3 business days |
| Ireland 3–5 business days |
| Europe 3–5 business days |
| United States 5–7 business days |
| Canada 5–7 business days |
| Australia 5–7 business days |
Please note that delivery times may vary due to customs processing, weather conditions, peak seasons or courier delays that are outside our control.
Shipping Costs
Shipping costs are calculated at checkout based on your delivery address, package weight, and selected shipping method.
Any free shipping promotions will be clearly displayed on our website.
Order Tracking
Where available, tracking information will be sent via email once your order has been shipped.
Please allow up to 24 hours for tracking information to update after receiving your dispatch confirmation.
Customs, Duties & Import Taxes
Orders shipped outside the United Kingdom may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.
These charges are not included in the purchase price or shipping cost unless clearly stated during checkout.
Any applicable customs charges are the responsibility of the customer.
Unfortunately, we have no control over these charges and cannot estimate what they may be, as they vary by country.
If customs fees are refused by the customer and the parcel is returned to us, any shipping costs, return shipping charges, customs fees, or handling costs incurred will be deducted from any eligible refund.
Incorrect Shipping Addresses
Please ensure your shipping address is accurate before completing your order.
If you notice an error, please contact us as soon as possible. We'll do our best to update your address before your order is dispatched.
Once an order has been shipped, we cannot guarantee that address changes can be made.
Orders returned due to an incorrect or incomplete address may require additional postage before being resent.
Lost, Delayed or Missing Parcels
If your parcel has not arrived within the expected delivery timeframe, please contact us and we'll be happy to investigate with the courier.
A parcel is generally considered lost only after the courier's investigation has been completed.
While we'll always do our best to help resolve delivery issues, we cannot accept responsibility for delays caused by:
- Customs inspections
- Severe weather
- Industrial action or strikes
- Courier disruptions
- Public holidays
- Other circumstances beyond our control
Damaged Parcels
If your order arrives damaged, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- Photographs of the damaged packaging
- Photographs of the damaged product
- We'll assess each case individually and work to provide an appropriate resolution.
Split Shipments
Occasionally, orders containing multiple items may be shipped separately to ensure faster delivery.
You won't be charged any additional shipping costs for split shipments.
Delivery Attempts
If a delivery cannot be completed because no one is available to receive the parcel, your courier may:
- Attempt delivery again
- Leave the parcel in a safe place (where appropriate)
- Deliver to a local collection point
- Return the parcel to us
- Please follow any instructions provided by the courier.
- If an order is returned because it wasn't collected, additional shipping charges may apply before it can be resent.
Shipping Delays
Although we always aim to deliver within the estimated timeframes, delivery dates cannot be guaranteed.
The Big Paw Club is not responsible for delays caused by third-party couriers, customs authorities, weather conditions, or other events outside our reasonable control.
Customs & Duties Policy
Last Updated: July 2026
At The Big Paw Club, we're proud to ship our products to customers around the world. Please read this
policy carefully before placing an international order.
Import Duties & Taxes
Orders shipped outside the United Kingdom may be subject to:
- Customs duties
- Import taxes
- VAT or GST
- Brokerage fees
- Local handling charges
These charges are determined by your country's customs authority and are not included in the price of your order or shipping costs unless otherwise stated at checkout.
Customer Responsibility
The customer is responsible for paying any customs duties, import taxes, VAT, GST, or other government charges required by the destination country.
Unfortunately, The Big Paw Club cannot predict or control these charges, as they vary between countries and may change without notice.
We recommend checking with your local customs office before placing an international order if you are unsure whether charges may apply.
Customs Delays
International shipments may occasionally be delayed while being processed by customs.
These delays are outside the control of The Big Paw Club and the shipping carrier.
Delivery estimates provided at checkout do not include customs processing times.
Refused Shipments
If an order is refused because customs duties or import charges have not been paid, and the parcel is returned to us, any of the following costs may be deducted from your eligible refund where permittedby law;
- Original shipping costs
- Return shipping charges
- Customs fees charged to us
- Courier handling fees
- If the parcel is destroyed or abandoned by customs because charges were not paid, we may not be able to offer a refund.
- Customs Documentation
- To comply with international shipping regulations, we may be required to declare:
- The contents of your parcel
- The value of the goods
- The country of origin
- We are legally unable to mark orders as "gifts" or declare a lower value than the amount actually paid.
Questions
If you have any questions about customs or international shipping, please contact our Customer Support team before placing your order.
We're always happy to help you understand the shipping process.