Frequently Asked Questions
HOW LONG DOES IT TAKE FOR DELIVERY?
An estimated delivery time will be shown on the product pages and on the checkout page before you place your order and 90% of orders arrive within this timeframe.
On average, items once shipped arrive in 8-12 business days however it can take up to three weeks in busy periods and to certain locations so please allow up to 28 days.
Carriers and postal services work independently from us so we cannot guarantee or promise delivery times as they can vary from country to country and peak seasons.
All orders placed before 5pm GMT are processed the same day and passed over to our suppliers to ship directly. Orders placed after this time are processed the following morning. Our supplier will then dispatch your order usually within 24hrs but can be up to 72 hours over Bank Holiday Weekends and Holiday periods.
Depending on where you are, we will aim to ship from the closest supplier to your location in order to reduce shipping times.
If you need to cancel please do so within 24hours as we cannot guarantee the item hasn't already shipped after this time.
WHERE DO WE DELIVER TO?
We ship worldwide by using a network of suppliers and manufacturers based around the globe. For some of our most popular products we have suppliers based in UK, Australia, USA, Europe & Asia , which enables us to get your items to you quickly no matter where you are.
Free delivery is currently available for:
Australia, Canada, New Zealand, United Kingdom, United States, Ireland, Austria, Belgium, Denmark, Finland, France, Germany, Hungary, Italy, Netherlands, Norway, Poland, Portugal, South Korea, Spain, Sweden, Switzerland, Brazil, Croatia, Estonia, Gibraltar, Greece, Israel, Latvia, Lithuania, Luxembourg, Mexico, Turkey, Saudi Arabia
DO I HAVE TO PAY CUSTOMS CHARGES?
Simple answer, No. All taxes and charges are included in the price you pay with the correct customs forms attached as the value of most orders is low.
However please note that your local postal service / import customs may inspect packages and add an additional charge ( Customs Duty) particularly if the order value is over €150 or equivalent so if ordering a large amount of items it may be worthwhile separating into smaller orders to avoid these charges.
WHERE ARE YOU BASED?
The Happy Paw Store customer service team are based in the UK and we are a part of The Happy Life Stores. Our office is located in London and we have a worldwide customers base.
WHERE DO YOU SHIP ITEMS FROM?
We use a network of suppliers based around the world to ship products from directly to customers. We also have several warehouses around the world holding stock of popular products which we are able to ship your items from depending on your location and the product. Asia, USA, Europe, Uk & Australia. Due to high demand and logistic capabilities, we may send your item from any given location we choose in order to get your order to you as quickly as possible so a lot of products will come from overseas, this enables us to keep costs down and prices competitive.
HOW DO I TRACK MY ORDER?
Order Tracking: As soon as your product ships, you'll receive a confirmation email with a tracking number and a link that will let you keep tabs on where your order is at all times, you can also track the status of your order from the Track you order page with your order number and email address. A estimated delivery window will be shown on the tracking page along with the various stages in transit your package is travelling through.
All items on your order will be displayed, please switch between - F1 & F2 etc to see individually tracking details.
The Order Confirmation Page - Additional Tracking Options
If using a mobile or tablet to complete your purchase there will be an option to download the "Shop" app which when downloaded, will add your order details automatically. You will receive notifications to your phone when your order is shipped and the app allows you to track aswell.
📞 There is also an option to add your telephone number to receive the tracking link via sms.
Please note: Unfortunately we are unable to update customers individually in regards to the location / status of their order unless contacted by yourself and we look at your order details on our system. For eg. If your package is waiting collection at your local post office, you will not receive any communication from us automatically informing you. Please use the tracking details provided in the shipment confirmation email, track via our website using your order number and the tracking options above to periodically check and keep up to date with your order at all times.
HOW DO I PERSONALISE MY HARNESS? COLLAR WITH TEXT?
Option 1) Each customisable product will have an option for you to include text on the product page itself before you ADD the item to your cart.
Option 2) On your Cart Page before you Checkout and enter payment details you will see a box under the items you have added:
Simple write what text / information you would like printed on the item such as your pets name & contact details in the box provided.
Option 3) If you forget to include your personalised text information when you order don't worry, just reply to your order confirmation email with the details you would like printed and we will add it to your order.
HOW DO I CHOOSE THE RIGHT SIZE?
Please use the size charts available for each product and follow instructions on how to choose the correct size via taking measurements.
Please do not assume your dog is a particular size as you previously had a similar product. The sizes for each product refer to the products different size options and not your dog’s size. I.E: A Size Medium in a Dog Jacket does not mean it’s for a Medium size dog.
Please see our Size Guide for more information on how to choose the right size.
Please contact us if you need assistance, as we will be more than happy to help.
I PLACED AN ORDER BUT I DIDN’T GET AN EMAIL CONFIRMATION?
If you see the "order complete' page displayed on your desktop / mobile showing an order number then your order completed.
An email confirmation of your order containing your order details and order number will be sent immediately after your payment has gone through and you see a "Thank you" page on your device. You should receive the email within a few minutes of placing your order to the email address you provided at checkout.
If you haven't received an email confirmation within 15 minutes of placing your order and you have an order number please check you SPAM folder as we may have ended up in there. Please save our email address to your contacts.
Occasional customers misspell their email address at checkout so if you have checked the above please contact us and we will find out where things went wrong.
HOW WILL MY ORDER BE DELIVERED?
We instruct our suppliers to use the fastest, safest and most reliable delivery method possible. We will select the appropriate delivery method and carrier when you order depending on your location. This will be ePacket for international orders or your local carrier such as Royal Mail, Evri, USPS, AnPost, CanadaPost and AusPost.
Each item has an Estimated Delivery Day under the Add to Basket Button. This information is based on previous delivery times for that particular item and is updated constantly by our system in order to reflect a true estimate.
Note: Each item purchased may be shipped separately as several different suppliers are used across our range. You will receive individual Tracking Numbers for each item purchased.
You can track the status of your order from the Track your order page.
If after 28 Days from the date of shipment you have yet to receive your order please contact us at ContactUs@TheHappyPawStore.com and we will chase it up for you.
WHAT IS YOUR RETURN POLICY & PROCEDURE?
MONEY BACK GUARANTEE
We offer a money-back guarantee as we are so confident you'll love our products! If when you receive your item you have changed your mind, just send the unused item back to us.
Let us know via our Returns Centre within 15 days of your order delivery, explain why you are not satisfied with the product and we will organise your return & refund! Easy as that. If the item arrived faulty or damaged, you must contact us withing 48 hours of delivery. Full Terms & Conditions apply.
- Go to our Returns Page
- Enter in your Order Number & Email address
- Choose, Refund, Exchange or Store Credit
- Check emails for Approval Confirmation where the instructions on where to send the item will be. - DO NOT SEND YOUR ITEM BACK TO ANY OTHER ADDRESS THAN THE ONE IN THE EMAIL YOU RECEIVE.
If 15 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange.
To be eligible for a refund you must follow our returns procedure and your item must be unused and in the same condition that you received it. It must also be in the original packaging.
3 or more items
If you ordered 3 or more items at the same time and you wish to return all of them for no fault of our own, ie: Wrong size ordered then a restocking fee of 15% will be applicable. Please contact us to discuss retuning a large volume of items before placing an order if you have any concerns.
See our full Refund Policy for full details.
DO YOU OFFER A WARRANTY?
Unfortunately, we are not able to offer a guarantee on the durability and long term use of our pet products. All dogs are different and no product can ever be completely indestructible, therefore it is possible that overly-aggressive play or activities can damage/break our products. This includes Jackets , Harnesses and Leads, as excessive pulling or reactivity while walking can cause damage to the product, particularly if your dog is a large heavy breed. In this instance we will not be able to offer a refund or replacement if it becomes damaged. If in doubt please contact us before purchase so we can advise.
As dog owners ourselves, we too have experienced the dismay when we gave our four legged friend the "Toughest Dog Toy - Will last even the toughest of chewers" as advertised only to have it in pieces within 24 hours so we just want to be honest and transparent with you to avoid disappointment, but all of the products we sell will give you value for money when used with care.
Owners should practise due diligence to decide if our products are suitable for their own dog and their behaviour. Not all of our products are designed to be suitable for all types of breeds and sizes of dogs.
All of our products should only be used under direct supervision and If the product breaks during use or presents any malfunction, cease use immediately.
Some dogs find wearing harnesses and collars uncomfortable so will continually scratch at them. This will cause damage and fraying and this is particularly noticeable at the underarm area on harnesses.
The Happy Paw Store can not refund any products that have broken during use unless the item arrived damaged, in which case this must be reported within 48 Hours.
CAN I CANCEL MY ORDER?
Cancellations are possible if you cancel before the item is shipped so please inform us within 24 hours or there is a chance your order has already been dispatched.
Please note that any orders that have already shipped, or are still in transit cannot be modified or cancelled. It you have changed your mind and want a refund, please wait until the item has arrived and you can then arrange to return it to us unused via our Returns Centre.
DELIVERY ADDRESS: Once the item is in transit, changes to the delivery address are not possible so please ensure you enter the right address or contact us before the item ships so we can change the details.
WHAT HAPPENS IF I RECEIVE THE WRONG ORDER?
If there’s an issue with your order -- if we sent the wrong size, wrong colour, or it's defective -- then simply contact us with the information and we will resolve it for you.
DO YOU OFFER EXCHANGES?
We do offer exchanges. If for any reason you didn’t get the right product or you need to swap it, just let us know via our Returns Centre. If the item is clothing and you need a different size please include measurements. See our Returns Centre above.
Please note, any product that has been customised such as ID Collars are not eligible for return or exchange so please take measurements of your pet to ensure you order the correct size.
Colours: Because of individual settings on your monitor, colours may vary slightly from the pictures of the product.
WHAT DO I DO IF I HAVEN’T RECEIVED MY ORDER?
On the rare occasion that an order fails to be delivered, please contact us and we will chase it up for you or order a replacement. Please allow 28 days from the date of shipment before contacting us. You can keep track of your order at all times via the "Track your Order" page.
HOW DO I RETURN AN ITEM?
- Visit our Returns Page
- Enter your order number and email address to start
- Follow the instructions and select the items you want to return
- Once your request is approved, you will get a confirmation email with where to send it. Please do not send to any other address than the one provided in the Returns Authorisation email.
WHAT ITEMS ARE RETURNABLE?
- Any items within 15 days from the date of delivery as long as it is unused and in its original condition.
- All tags ( if applicable ) must be attached
- In the original packaging and can be resold.
WHAT ITEMS ARE NON-REFUNDABLE?
The following items cannot be returned:
- Gift cards
- Discounted items (if applicable)
- Personalised / customised items like collars ( unless faulty)
- Used items and items not in their original condition.
- If more than 15 days have gone by since your item was delivered.
THE ITEM I RECEIVED IS DAMAGED, WHAT DO I DO?
If the purchased product arrives faulty or damaged, you must reach out to us within 48 hours of the delivery date.
WHAT ARE THE REFUND OPTIONS?
The following refund options are supported:
- Refund to the original payment method
- Refund to store credit (if applicable)
HOW AND WHERE DO I SHIP THE ITEMS BACK TO?
For instructions on how to ship the returned products, refer to the email received after your return request has been approved via our Returns Centre.
HOW SOON WILL I GET MY REFUND?
Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed same day and will usually show in your account in 10 working days depending on your bank.