Frequently Asked Questions

🛒 Orders

How do I place an order?
Simply browse our store, add your favourite items to the cart, and proceed to checkout. It's that easy!

Can I change or cancel my order?
We process orders quickly, so please contact us at hello@snugpaw.com as soon as possible. We'll do our best to help, but we cannot guarantee changes once an order has been dispatched.

📦 Shipping

How long does delivery take?
All UK orders ship with DHL. At checkout you can choose Standard Shipping (£3.99, or FREE on orders over £35, 5–8 business days) or Express Shipping (£4.99, 3–5 business days).

Is delivery free?
Yes — enjoy free Standard delivery on all UK orders over £35 (5–8 business days). It's applied automatically at checkout.

How do I track my order?
Once your order is dispatched, you'll receive a confirmation email with a DHL tracking number.

🔄 Returns & Refunds

What is your return policy?
We accept returns within 30 days of delivery for unused items in their original packaging. Please visit our Refund Policy page for full details.

How long does a refund take?
Refunds are processed within 5–10 business days after we receive the returned item.

🐾 Products

Are your products safe for pets?
Absolutely. All Snugpaw products are designed with pet safety as our top priority, using non-toxic, pet-friendly materials.

How do I choose the right size?
Each product page includes a size guide. If you're unsure, feel free to contact us and we'll help you find the perfect fit.