Shipping policy

At The Comfort Paw Co, we want shopping for your pets to be simple, secure and enjoyable. This policy explains how to shop with us, place an order and what to expect after making a purchase.

1. About Us

Business name: The Comfort Paw Co Ltd
Company registration number: 17498312
Registered in: England and Wales
Registered office: 8 Bloomfield Road, Darlington, DL3 6SA
Email: thecomfortpawco@gmail.com

2. Browsing Our Store

Our online store offers a carefully selected range of products for dogs and cats, including toys, treats, accessories, enrichment products and selected pet care items.

We aim to keep product descriptions, photographs, prices and availability accurate and up to date. Product images are for illustration purposes, and packaging or presentation may vary slightly.

Please read product descriptions and manufacturer instructions before purchasing.

3. Placing an Order

To place an order:

1. Browse our online store and select the products you wish to purchase.

2. Add your chosen items to your shopping basket.

3. Review your basket to check product selections and quantities.

4. Proceed to checkout and enter your delivery and payment information.

5. Review your order, including delivery charges and the total price, before completing payment.

You are responsible for ensuring that your delivery details and contact information are accurate.

After placing an order, you should receive an email acknowledging receipt. If you do not receive one, please check your junk or spam folder before contacting us.

4. Prices and Payment

All product prices will be displayed on our website in pounds sterling (£), unless otherwise stated.

Delivery charges will depend on the available delivery options and your order details. Applicable delivery charges will be displayed at checkout before you complete your purchase.

The total cost of your order, including applicable delivery charges, will be shown before payment is taken. Please review your order total carefully before confirming your purchase.

Payments are processed using the payment methods available at checkout. We do not ask customers to send payment card details through email or social media.

Orders may be subject to payment authorisation and security checks before processing.

If a genuine pricing error affects your order, we will contact you to explain the issue and arrange an appropriate resolution.

5. Product Availability

All products are subject to availability.

Although we aim to maintain accurate stock information, an item may occasionally become unavailable after an order is placed.

If we cannot fulfil an order, we will contact you and explain the available options. Where payment has been taken for goods we cannot supply, an appropriate refund will be arranged.

6. Order Processing and Dispatch

We aim to dispatch all orders within 2 working days of your order being confirmed and payment being received.

Working days are Monday to Friday, excluding UK bank holidays.

Our two-working-day dispatch timeframe is a target rather than a guaranteed dispatch deadline. If an unexpected delay occurs, we will aim to keep you informed.

Once your order has been dispatched, delivery times will depend on the shipping method selected and the courier used. Any available dispatch confirmation or tracking information will be provided when your order is sent.

Dispatch times are separate from delivery times. Please refer to our Shipping Policy for further information about delivery options and estimated delivery times.

7. Delivery Charges and Delivery Information

Delivery charges will be calculated according to the delivery options available for your order and will be displayed at checkout before you complete your purchase.

The delivery charge and total order cost will be visible before you confirm payment.

Please ensure your delivery address is correct when placing your order. We cannot guarantee that address changes can be made once an order has been processed or dispatched.

If your order is delayed, lost or delivered incorrectly, please contact us so that we can investigate and assist you.

We remain responsible for the goods until they are delivered to you or to a person you have nominated, subject to applicable law.

Please consult our separate Shipping Policy for full delivery information.

8. Order Changes and Cancellations

If you need to amend or cancel an order, please contact us as soon as possible at [insert business email address], quoting your order number.

We cannot guarantee that changes can be made once an order has entered processing or has been dispatched.

This does not affect your statutory cancellation rights when shopping online or any other rights you have under applicable consumer law.

Please refer to our Returns & Refunds Policy for further information.

9. Returns and Refunds

If you change your mind or receive a faulty, damaged or incorrect item, please contact us for assistance.

Your legal rights will apply, including any applicable rights to cancel an online purchase, return goods or receive a refund.

Certain exceptions may apply to particular products, including some sealed goods that cannot be returned once unsealed for health protection or hygiene reasons, where the legal conditions are met.

Please consult our Returns & Refunds Policy for full details of the process.

10. Discount Codes and Promotions

We may offer introductory discounts, promotional codes or special offers from time to time.

Any applicable conditions, expiry dates, exclusions and minimum spend requirements will be communicated with the offer.

Promotions cannot be applied retrospectively unless we expressly agree otherwise or applicable law requires it.

11. Shopping for Your Pet

Your pet's wellbeing is important to us.

Please check product descriptions, ingredients, size information, age suitability and usage instructions before purchasing.

Toys, treats and enrichment products should be selected to suit your pet and used with appropriate supervision. Follow the manufacturer's instructions and discontinue use if a product becomes damaged.

Pet supplements and calming products should be used in accordance with their labels. If you have concerns about your pet's health or whether a product is suitable, consult your veterinary professional.

12. Customer Support

If you have a question about a product, need help placing an order or require assistance with an existing purchase, please contact us.

Email: thecomfortpawco@gmail.com

You can also reach us through our official social media pages on Facebook, Instagram and TikTok. For order-related matters, email is recommended so we can assist you directly.

We aim to respond to enquiries within two working days, although response times may vary during busy periods, weekends and public holidays.

13. Privacy and Security

We take reasonable steps to protect customer information and use appropriate third-party services to support our online store and payment processing.

Personal information is handled in accordance with our Privacy Policy and applicable data protection legislation.

Please never share your password or full payment card details through email or social media.

14. Changes to This Policy

We may update this Shopping Policy to reflect changes to our products, ordering process or business practices.

The latest version will be published on our website.

15. Contact Us

For shopping enquiries, order assistance or further information, please contact:

The Comfort Paw Co Ltd
Email: thecomfortpawco@gmail.com

Thank you for shopping with The Comfort Paw Co.

Thoughtfully chosen enrichment, comfort & happy moments for dogs and cats.