FAQ page

1. How do I place an order?
Simply browse our store, add items to your cart, and proceed to checkout. Follow the steps to enter your delivery details and payment information – it’s quick and easy!

2. How can I track my order?
Once your order ships, we will send you an email with your tracking number and a link to track your package online. If you don’t see it, please check your spam folder or email us at urbanpaws247@gmail.com.

3. Do you offer free shipping?
Yes! We offer FREE Standard Shipping on all orders over £30 within the UK. Orders under £30 have a flat shipping rate of £3.99.

4. What is your return policy?
We offer a 30-day return policy. Items must be unused and in original condition. Due to hygiene safety, certain items like used beds or toys cannot be returned unless faulty. View our full Refund & Return Policy for details.

5. My item arrived damaged or faulty. What should I do?
We are so sorry to hear that! Please contact us within 7 days of delivery at urbanpaws247@gmail.com with photos of the item and packaging. We will resolve it immediately with a replacement or refund.

6. Can I change or cancel my order?
We process orders very fast to ensure quick delivery. If you need to change or cancel your order, please email us right away. We can only make changes if your order has not already been dispatched.

7. Do you ship internationally?
Right now, we only ship to addresses within the United Kingdom. We are working hard to offer international shipping in the future, so stay tuned!

8. How can I contact your support team?
We love helping our customers! You can reach us anytime by email at urbanpaws247@gmail.com. We aim to reply to all enquiries within 24 hours on business days.