At PuppyJoyz, we’re committed to making every shopping experience as joyful as your pup’s tail wags! Below you’ll find all the details about our shipping options and our friendly returns policy.

Shipping Information

We ship worldwide (excluding some Asian countries and remote areas) to bring premium dog products to pups everywhere.

Order Processing & Delivery Times

  • Order processing: 1-2 business days
  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Cost: £12.95
  • Free Shipping:
    • Available for orders over £50
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Note: Delivery times may vary during peak seasons or due to customs processing.

Our Returns Promise

We want you and your pup to be completely happy with your purchase. If you’re not satisfied, we offer a straightforward returns process within 15 days of delivery for most items.

Items That Cannot Be Returned

For health and safety reasons, we cannot accept returns on:

  • Opened dog food (hygiene reasons)
  • Used dog beds & blankets (unless defective)
  • Personalized items (like engraved dog tags)
  • Opened dog treats (must be unopened in original packaging)

Return Conditions

  • Items must be in original condition with tags attached
  • Original packaging must be intact
  • Defective items must be reported within 7 days

How to Return an Item

Step-by-Step Return Process

  1. Contact us within 15 days of delivery at [email protected] with:
    • Your order number
    • Reason for return
  2. Wait for approval – we’ll respond within 1-2 business days with return instructions
  3. Pack items securely in original packaging with all tags attached
  4. Ship to: 47 Charles St, Chester, GB CH7F 4TR (return shipping at customer’s expense unless item is faulty)
  5. Wait for processing – we’ll notify you once we receive and inspect your return

Exchange Process

Want to swap for a different size or color? Follow the same return process but include in your email:

  • Preferred exchange item
  • Size/color preference (for harnesses, beds, or other size-specific items)

We’ll ship your new item once we receive the original, with no additional shipping charge for exchanges (unless upgrading to a higher-value product).

Refund Information

  • Refund method: Original payment method (PayPal, credit/debit card)
  • Processing time: 3-5 business days after we receive your return
  • Appearance on statement: May take additional 2-3 business days depending on your bank
  • Shipping costs: Original shipping fees are non-refundable

Damaged or Defective Items

If your pup’s new toy arrived damaged or that premium dog bed has a manufacturing flaw:

  1. Email us at [email protected] within 7 days of delivery
  2. Include photos of the damage/defect
  3. We’ll arrange a free return label and expedite your replacement

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Dear PuppyJoyz Team,

I would like to request a return/exchange for my recent order (#[Order Number]).

Item(s) to return: [Product Name, Size/Color if applicable]

Reason for return: [Please specify – wrong size, changed mind, defective, etc.]

For exchanges, I would prefer: [New Product Details]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Order Number]

Remember: We’re here to help! If you have any questions about our returns policy or need assistance with your return, our customer care team is always happy to assist at [email protected].

Thank you for shopping with PuppyJoyz – where every purchase helps keep tails wagging!