Delivery, Exchanges and Returns
Our Christmas 2014 Delivery Times can be found here
We work very hard to keep our post and packaging costs as low as possible and our standard UK delivery rates are as follows:
Standard Delivery (3-5 working days) variable, depending on weight of order
Courier Delivery (1–2 working days) £5.99 (most UK addresses)
Scooter Delivery (1-2 working days) £23.00
All our items are dispatched Monday through to Friday by either Royal Mail 2nd Class or our preferred courier network. If you select the courier delivery option or scooter delivery, then a signature will be required on delivery. Items sent via Royal Mail do not require a signature on delivery, but please note the parcels are not trackable.
Wherever possible, we dispatch orders within 24 hours of receipt. Furthermore if you place your order before 1pm Monday to Friday, it’s most likely to be sent the very same day (providing with have the items in stock of course!)
If you need a product delivered urgently, it’s a good idea to drop us an email at email@example.com to check the stock availability before you place your order to avoid any disappointment.
If we are temporarily out of stock of a particular item, we will try to advise you of the delay. If your item is not in stock, it will be placed on backorder for you; there is usually a 2-3 week wait for backordered items.
There are some items on the site that we do not hold in stock. The delivery times on these items will be shown in the item descriptions, and for orders of these items, you may not be emailed regarding the delay. If you are ordering custom made items, please allow up to 28 days for delivery of these items.
We deliver most of our products anywhere within the UK for our normal delivery charges listed above.
We try to keep our surcharges and extras to a minimum but in some instances, where we use a courier to get your items to you, it may be necessary to charge a supplement to some postcodes.
SnowPaw Store can deliver all over Europe and the rest of the world. We offer 2 methods of delivery; Courier delivery via DPD or Royal Mail Airmail.
To obtain a quote for delivery, please add the products you are interested in to our cart and use the "get a quote" for delivery button at checkout. If a quote is not available, please email us on firstname.lastname@example.org to obtain a quote.
You will only pay one delivery charge even if your items are shipped in more than one package.
Please note if you order a scooter starter pack, the scooter is delivered separately to any other items included within the pack (e.g. lines or harnesses). Please email us at email@example.com for shipping quotes for scooters to Europe and Worldwide.
What happens if I need to return or exchange a product?
Return your item to:
How do I arrange an exchange?
What products are excluded from your refund policy?
How do you process my refund?
Damaged items on delivery
Cancellation of your order
We hope that you are happy with your purchase(s), but at the same time, we also understand that sometimes things aren’t quite the right size, shape, colour etc. We want our products to fit properly. If you need to return or exchange the product to us for any reason, we offer a NO-FUSS returns policy.
Simply return the item(s) to us within 10 days, unused (and dog hair free!) in its original condition with all original packaging intact along with your packing slip. When we receive it back, we will arrange either an exchange or refund (please note that we do not refund the p&p charge for returning the item). It’s as easy as that!
Returns Department, SnowPaw Ltd, 3 Lunedale Road, Dibden Purlieu, Southampton SO45 4QN
It is appreciated if you could let us know that you are returning an item for exchange or refund by sending an email to firstname.lastname@example.org before sending it back. We would always recommend that you return the item via registered mail as we cannot take responsibility for returned items lost in transit. If you have any queries regarding your return, please email us at email@example.com or call us on 0845 026 8045.
We know how difficult it is to try and measure your dog and order the correct size of harness, collar, etc. If you need help determining a correct fit, please email us and we will try to help you check your measurements and the fit, but as every dog is different, it’s impossible to get it right every time. Please do not write on the equipment before trying it on your dog.
If you would like to exchange an item either for a different size, colour, style or a different item entirely, then our same No Fuss policy applies. Simply return the item to us with the original packing slip and details of the exchange you would like to make.
If there is a difference in the price, then we will contact you prior to processing the order and advice you of the additional cost and take payment (or partial refund if the new item is less). Please note that our standard shipping charges will apply to the new item. Alternatively, you can enclose a SAE for the new item(s) to be sent it, but please ensure sufficient postage has been paid for.
Replacement items will not be sent until the original items have been received by us. Return shipping will be at the cost of the purchaser.
Custom Items: As custom items are made for specific dogs on our customers specification, unfortunately any custom harnesses and other custom items cannot be returned or exchanged, so please be sure of your measurements before ordering.
Dog Treats, Food or Supplements: For reasons of health and hygiene, we are unable to exchange or refund these item unless the original packaging is unopened, unless faulty.
Sale Items: Unfortunately we are unable to accept returns on any items purchased in our sale unless they are faulty. Sale items are normally end of lines or discontinued lines, which is why they are such bargains! We are happy to exchange for any other products.
We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
All refunds are made via our secure on-line payment system. We don’t see or hold any of your payment details and the payment will go back onto the same card or PayPal account that you used to make the original payment. We may need to contact you once the item has been returned if you made payment via telephone. Once your refund has been processed by us, it may take your card provider 3 to 5 days working days to credit your account.
If items are received damaged, please let us know as soon as possible, and contact us via email before returning them to us. Please keep the packaging as this may be needed in order to claim from the postal or courier service. We will refund in full any goods that are received damaged, providing you keep the item and all of the packaging the item was sent in for us to review. We will also refund any return costs incurred as the result of receiving an item damaged in transit.
Once an order has been placed with us, we aim to dispatch it to you as quickly as possible. Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to 7 working days starting the day after you have received your delivery to cancel your order; however, if we have already dispatched it to you, please return it to us unopened and we will refund all charges once returned and checked. Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.
THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS, FURTHER DETAILS OF WHICH ARE AVAILABLE FROM THE LOCAL TRADING STANDARD DEPARTMENT OR CITIZENS ADVICE BUREAU.