Shipping policy
Free shipping, everywhere we ship
Shipping is free on every order. There is no minimum spend.
We ship to the United States, Canada, the United Kingdom, Australia and New Zealand.
No customs fees, ever
We pay the import duties and taxes on your order before it reaches you.
Nothing will be charged to you at the border. No surprise bill from the courier. No parcel held until you pay a fee. The price you see at checkout is the price you pay.
Plenty of pet retailers leave this to you. We think a delivery charge you did not agree to is a bad way to meet a customer.
Processing your order
Orders are processed and shipped within 1 to 3 business days, Monday to Friday. We do not process orders on weekends or public holidays.
If we are unusually busy, processing can take a little longer. If your order will be held up by more than a few days, we will email you, and you can cancel it for a full refund if you would rather not wait.
Delivery times
Once your order ships, it usually arrives within 13 days.
These are calendar days, not business days.
Some orders take longer. Weather, customs checks and busy periods such as the holidays are outside our control, so we cannot guarantee a delivery date.
Your product page shows an estimated arrival date for your address. That estimate is more specific than the figure above, and it is the best guide we can give you.
Tracking your order
You will get an email with a tracking link once your order ships.
Tracking can take up to 3 business days to start updating after you receive it. This is normal and does not mean anything is wrong.
If your tracking link is still not working 5 business days after you got it, email us at support@pawtato.shop with your order number and we will chase it up.
Orders with more than one item
If you order more than one item, they may arrive in separate parcels on different days.
We work with more than one supplier, and items ship from more than one location. Sending each item as soon as it is ready gets your order to you faster than holding everything back to travel together.
You will get tracking for each parcel. If one arrives and another has not, it is still on its way.
If your order is running late
If your order has not arrived 23 days after you placed it, contact us with your order number. We will replace it or refund it in full. You do not need to prove anything.
Full details are in our refund policy.
Getting your address right
Please check your shipping address before you pay. Once an order is with the courier, the address cannot be changed.
If you spot a mistake, email us straight away at support@pawtato.shop. We can usually update it if your order has not been processed yet, which is normally within 1 to 2 business days of ordering.
We cannot be responsible for orders sent to an address that was entered incorrectly.
Changing or cancelling an order
Email us as soon as you can. If your order has not been processed yet, we will cancel it and refund you in full.
Once an order has been processed we cannot stop it. If there is a problem when it arrives, see our refund policy.
If your parcel comes back to us
Sometimes a parcel is returned to us. Usually this is because nobody was home for the delivery attempts, or it was not collected from the local depot in time.
If that happens we will send it again once, free of charge.
If it comes back a second time, see our refund policy for what happens next.
Lost or damaged parcels
If your order arrives damaged, or does not arrive at all, we will make it right. Our refund policy explains what we need from you and how long you have.
Nothing in this policy affects your rights under the consumer law where you live.
Last updated: 17 August 2026