Shipping Policy

Once your order has been dispatched, you will receive a confirmation email with your tracking number and a link to track your parcel in real time. Please allow 2–3 business days after ordering for tracking information to become active.

If you haven't received a tracking email within 5 business days, please check your spam folder or contact us at info@thepawpalace.store.

We currently ship to the UK, Germany, France, USA, Canada, and Australia. If your country isn't listed, please contact us at info@thepawpalace.store and we'll do our best to arrange delivery for you.

If your order hasn't arrived within the maximum delivery window for your region, please contact us at info@thepawpalace.store with your order number. We will investigate immediately and either resend your order or issue a full refund — whichever you prefer.

Address changes can only be made within 24 hours of placing your order, before it enters processing. Please contact us as soon as possible at info@thepawpalace.store and we'll do our best to update your details.

For most orders, there are no additional customs charges. However, for international deliveries (outside the UK), import duties or taxes may occasionally be applied by your local customs authority. These charges, if any, are the responsibility of the customer. We recommend checking your country's import rules if you're unsure.