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Delivery & Returns

Delivery:

We aim to dispatch all orders received before 2 pm on the same working day.

A large majority of stock is currently not held with us, although we instruct our partners to process the orders as soon as possible their own opening times may delay the delivery time, please allow 3-5 working days before contacting us regarding items not yet received

With regards to beds, some of our beds available are handmade and thus require extra time to be made here in Great Britain. 

The postage on some items may vary in price but we will only ever charge you a one set price for delivery even if you order items from different partners. This is usually the price of the largest item you have purchased. 

Stock held with ourselves is sent through Hermes.

Please note that we do not currently operate a free returns service. If you wish to return an item, you will need to make your own return delivery arrangements and you will be responsible for the cost of return postage.

You must notify us of your intention to return, and also return the item to us, in an unused state and in the original packaging within 30 days of receipt.

Should you wish to return a product, simply follow these steps:

1) Email – Send an email to sales@paythedog.co.uk within 30 days of receiving your order. Within the email please include your name, the order number, the product to be returned and a brief reason for the return.
2) Package* – Place the unused goods into the original packaging then package them safely and securely ready for posting include a copy of the returns email and/or order confirmation.
3)Post – Attain the relevant insurance from your chosen shipper (i.e. Post Office) to cover any loss or damage which could occur in transit as we can not be held responsible for this.

The return parcel will need to be received by us within 30 days from when you received the item from us.

Once we receive the goods they will be checked over and if found to be satisfactory a refund will be issued for the product/s. This does not apply to services such as dog walking and training.

*Please be aware, to receive a full refund the goods must be returned to us in an unused state and in the original packaging so extra packaging may be required to prevent damage during transit. Please do not stick tape or postage labels directly to the product or to the original product packaging.

Exchanges
If you wish to exchange an item then please re-order the replacement item through our website and we will despatch this as soon as possible. You can then return the incorrect item to us as per our returns guide.

Please see our Terms of Service and Sales for more information.

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