Shipping policy
Once your order is placed it takes 1 to 2 business days to pick, pack and dispatch. Orders placed on weekends or public holidays begin processing on the next business day.
You will receive an order confirmation email straight away, and a separate dispatch email with tracking once your parcel is on its way.
Delivery times
Delivery takes an average of 5 to 10 business days after dispatch, depending on your location.
These are estimates rather than guarantees. Delivery depends on the carrier and can be affected by weather, carrier backlogs and public holidays. The 1 to 2 day processing period is separate from the delivery estimate.
Shipping cost
Shipping is free on every order. There is no minimum spend and nothing is added after checkout.
How to place an order
- Add the product to your cart and check the bundle size and quantity are correct.
- Go to checkout and enter your shipping address carefully, including apartment or unit number.
- Choose your payment method and confirm your order.
- Watch for the confirmation email. Your dispatch email with tracking follows within 1 to 2 business days.
Tracking your order
- Tracking is emailed as soon as your order is dispatched.
- Tracking can take 24 to 48 hours to show its first scan. A tracking number showing nothing yet is normal.
- If tracking has not updated for 7 business days, contact us and we will chase the carrier for you.
Delivery address
Please double check your address at checkout. It is the most common cause of a delayed or lost delivery.
- If your order has not yet been dispatched, email us and we will correct the address at no charge.
- Once an order has been dispatched, the address cannot be changed.
- If a parcel is returned to us because the address was incorrect or incomplete, we will refund the order minus the return carriage cost, or reship it once the new shipping cost is paid.
Multiple item orders
Larger orders may be grouped into a single shipment, or occasionally split across more than one parcel arriving on different days. If your order is split you will receive separate tracking for each parcel. This is normal and does not mean anything is missing.
Lost, delayed or damaged parcels
Delayed. If tracking shows no movement for 7 business days, contact us and we will chase the carrier. Most delayed parcels arrive within a few days.
Lost. If a carrier confirms a parcel is lost, we will send a replacement or issue a full refund, whichever you prefer.
Marked delivered but missing. Please check with neighbours and around your property first, as carriers often leave parcels in safe places. If it has not appeared within 48 hours, contact us with your order number and we will investigate with the carrier.
Damaged in transit. Email us within 48 hours of delivery with photographs of the bottle, the outer packaging and the batch code printed on the bottle. We will send a replacement or issue a full refund at no cost to you.
Payment
We accept Visa, Mastercard, American Express, Discover, Shop Pay, Apple Pay, Google Pay and PayPal.
All payments are processed over an SSL encrypted connection through PCI compliant payment providers. We never see or store your full card details. Payment is taken at the time you place your order.
Contact
Email: support@pawhealth.shop
Response time: within 1 business day
Please include your order number in every message. It is the fastest way for us to help you.