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FAQ

Q: When is my order shipped?

A: Most orders placed before 12:00pm EST on Monday through Friday are processed the same day. Orders placed after 12:00pm EST are processed on the next business day. In most cases, your order is shipped within 24 hours.


Q: How long will it take to get my order?

A: Orders are shipped via Royal Mail and will be delivered as below:

UK Standard: 4-10 days

EU Standard: 7-14 days

Rest of the World: 6-16 days

Additional delivery time may be needed for some addresses. Please check the tracking number that is provided in the confirmation email. 


Q: How can I track my order?

A: Once the order is confirmed an email will be sent that contains your order number, details, and Royal Mail tracking number.
Please use only your order number (4/5 digits) and email to track:
https://playpaw.co.uk/apps/tracktor/track


Q: Where is my package?

A: Please use your order number provided in your confirmation email to get updates on the location of your order via our tracking page.


Q: How do I enter my promotion/discount code?

A: During checkout, enter your code into the box labeled "Promo/Discount".

 

Q: I received a faulty/incorrect order

A: We will send out a new one free of charge, no need to return the damaged/incorrect product. Please email us at support@playpaw.co.uk with a photo or a short video of the item so we can confirm the error.

 

Q: When will I get my refund?

A: After we process your refund, we’ll send you a confirmation email and issue a refund to your original form of payment within two business days.

If you paid using a card, please note that it typically takes 5-10 business days for the refund to process into your account, depending on how your bank processes the refund, and for the funds to appear in your bank account.

If you do not see the refund back into your account, we recommend you contact your issuing bank first, with the refund transaction ID received by email. 

If you paid using PayPal your refund will show up on your PayPal balance directly after the refund has been issued.

 

Q: What's your return/refund policy?

A: Your 100% satisfaction is important for us. We offer a 30-day refund policy:

If a product gets damaged or was faulty upon delivery - we offer a replacement or full refund.

If you received a faulty item, contact our support team at support@playpaw.co.uk. Someone from the support team will assist you with a replacement/refund. 

Please note that some of the following will void the warranty, but not limited to:

- Damages or faults caused by accidents, abuse, and misuse.

- Damages caused by wear and tear, theft or loss.

- Damages or faults caused by product tampering or use of third-party accessories.

- Use that is not in accordance with the listed instructions on the product packaging.


Q: Where do you ship to?

A: We ship worldwide from our warehouse in the UK.

In rare circumstances when stock is low we will ship directly from our supplier, but rest-assured that this is priority shipping, and we still get your order to you within the time period specified.

 

Q: How secure is my order?

A: Your credit card details are protected by the highest level of commercially available 256-bit SSL Encryption Technology.

Your information is SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. 

Your credit card information is not stored on our servers.

 

If you have any other questions feel free to sending us an email at support@playpaw.co.uk and we'll get back to you as soon as we can.