Frequently Asked Questions
Everything you need to know about The Paw Palace
After processing (1–3 business days), delivery times depend on your region:
- United Kingdom: 2–7 business days
- Germany & France: 2–7 business days
- USA & Canada: 2–11 business days
- Australia: 2–11 business days
You'll receive a tracking email once your order is dispatched.
Great question! We work with specialist international suppliers to source premium dog products at much better prices than you'd find on the high street. This means your order travels a little further to reach you, but we think the quality and savings make it well worth the wait. Every order is fully tracked so you can follow it the whole way.
Free shipping is available on qualifying orders in all regions:
- UK & North America: Free over £30
- Germany & France: Free over €30
- Australia: Free over $30 AUD
For orders below the free shipping threshold, a carrier rate is calculated at checkout based on your location and order weight.
Once your order is dispatched, you'll receive a tracking email with a link to follow your parcel in real time. Please allow 3–5 business days after ordering for tracking to become active. If you haven't received a tracking email within 5 business days, please check your spam folder or contact us.
Yes! We ship to the United Kingdom, Germany, France, USA, Canada, and Australia. Free shipping is available in all regions when you meet the minimum order value. If your country isn't listed, contact us at info@thepawpalace.store and we'll do our best to help.
We offer a 30-day hassle-free returns policy. If you're not completely satisfied with your purchase, contact us at info@thepawpalace.store and we'll arrange a return or replacement at no cost to you.
Absolutely. Every product we sell is made from dog-safe, non-toxic materials. We carefully vet every supplier and only stock products we would use with our own dogs.
If your order hasn't arrived within the expected timeframe, please contact us at info@thepawpalace.store with your order number and we'll investigate immediately and resolve it for you.
Orders can be changed or cancelled within 1 hour of placing them. After that, they may already be in processing. Contact us as soon as possible and we'll do our best to help.
Yes! Sign up to our newsletter to get 10% off your first order, plus exclusive deals and pet care tips. We also run seasonal sales and promotions throughout the year.
You can reach us at info@thepawpalace.store. We respond to all enquiries within 24 hours, Monday to Friday. For urgent matters, please include "URGENT" in your subject line.