Shipping policy
This Shipping Policy applies to orders placed with Paw My Life, operated by FURUXE LTD (“Paw My Life,” “we,” “us,” or “our”).
This policy explains where we currently ship, order processing times, estimated transit and total delivery times, shipping charges, tracking, taxes and import charges, delivery issues, cancellations, and how to contact us about an order.
SHIPPING SUMMARY
• Shipping destinations: Australia, Canada, France, Germany, Japan, Netherlands, United Kingdom and United States.
• Order processing: Normally 1–3 business days after payment is confirmed.
• Estimated transit time:United Kingdom, France, Germany, the Netherlands and Japan: approximately 7–10 business days after dispatch.United States, Canada and Australia: approximately 10–15 business days after dispatch.
• Including our normal 1–3 business day order-processing period, total estimated delivery time is approximately 8–13 business days to the United Kingdom, France, Germany, the Netherlands and Japan, and approximately 11–18 business days to the United States, Canada and Australia.
Delivery times are estimates rather than guarantees. Customs processing, carrier delays, severe weather and other events outside our control may affect delivery.
• Orders of £69.90 or more qualify for free standard shipping. Orders below £69.90 are charged £5 for standard shipping.
• Expedited shipping: Not currently offered.
• Currency: British Pounds Sterling (GBP £).
• Taxes and import charges: Any taxes that Paw My Life is required to collect on products are included in the displayed price or shown at checkout, where applicable. Destination-country customs duties, import taxes, brokerage fees, carrier handling fees and similar charges are not included unless checkout expressly says otherwise.
• Tracking: Sent by email where available after dispatch. Tracking information may take 24–72 hours to update.
• Cancellations: You may request to cancel an order before it has been dispatched.
Processing time and transit time are separate. The total estimated delivery time is the applicable order processing period plus the estimated transit time for the destination.
1. SHIPPING DESTINATIONS
Paw My Life currently ships to the following countries:
• Australia
• Canada
• France
• Germany
• Japan
• Netherlands
• United Kingdom
• United States
Available shipping destinations may change from time to time.
The destinations and shipping options currently available for your order will be confirmed at checkout. A destination that cannot be selected at checkout is not currently available for that order.
2. ORDER PROCESSING
Orders are normally prepared and processed within 1–3 business days after payment is confirmed.
During this period, we prepare your order for shipment.
Business days generally exclude weekends and applicable public holidays.
Processing may take longer during public holidays, promotional periods, unusually high order volumes or other circumstances that affect normal order preparation.
If we become aware of a material delay affecting your order, we will aim to provide an appropriate update using the contact information provided with your order.
3. ESTIMATED TRANSIT TIME
The estimates below begin after your order has been dispatched and do not include the order processing period stated above.
• United Kingdom, France, Germany, Netherlands and Japan: approximately 7–10 business days after dispatch.
• United States, Canada and Australia: approximately 10–15 business days after dispatch.
These are estimated transit times rather than guaranteed arrival dates.
Customs processing, carrier delays, severe weather, public holidays, high-volume shipping periods, local delivery conditions or other circumstances outside our reasonable control may affect actual delivery times.
4. TOTAL ESTIMATED DELIVERY TIME
The total estimated delivery time includes both the order processing period and estimated transit time.
• United Kingdom, France, Germany, Netherlands and Japan: approximately 8–13 business days in total.
• United States, Canada and Australia: approximately 11–18 business days in total.
Total Estimated Delivery Time = Order Processing Time + Estimated Transit Time.
These timeframes are estimates and are not guaranteed delivery dates.
5. SHIPPING CHARGES
We aim to keep our standard shipping charges clear and transparent.
• Orders of £69.90 or more qualify for free standard shipping.
• Orders below £69.90 are charged £5 for standard shipping.
Paw My Life does not currently add or collect a separate tax on the standard shipping charge at checkout.
Paw My Life currently displays prices and processes orders in British Pounds Sterling (GBP £).
The applicable shipping charge and final order total will be shown at checkout before payment is completed.
6. EXPEDITED SHIPPING
Paw My Life does not currently offer expedited shipping.
All currently available shipping options and applicable charges are shown at checkout before payment is completed.
7. TAXES, DUTIES & IMPORT CHARGES
Taxes
Product prices are displayed in British Pounds Sterling (GBP £). Any taxes that Paw My Life is required to collect on products are included in the displayed price or calculated and shown at checkout, where applicable.
The final amount payable, including any applicable shipping charges and any taxes collected by Paw My Life on products, will be shown at checkout before payment is completed.
Duties & Import Charges
Orders delivered outside the United Kingdom may be subject to customs duties, import taxes, brokerage fees, carrier handling fees or other charges imposed by the destination country, customs authorities or delivery provider.
These charges are separate from the product price and standard shipping charge and are not collected by Paw My Life unless checkout expressly says otherwise. Where applicable, these charges are the customer’s responsibility. Paw My Life does not control or guarantee the amount, timing or availability of any such charges.
Customers are responsible for complying with applicable import requirements in the delivery destination.
8. WHAT HAPPENS AFTER YOU PLACE AN ORDER?
Order Confirmation
After you submit an order, you should receive an order confirmation email containing information about your purchase.
If you cannot find the email in your inbox, please check your spam or promotions folder.
If you believe your order was submitted successfully but cannot locate your order confirmation, please contact info@pawmylife.com and include the relevant order details where available.
Order submission and acceptance remain subject to our Terms of Service.
Shipping Confirmation
Once your order has been dispatched, we will send you a shipping confirmation email.
Where tracking is available, the email will include your tracking information.
9. TRACKING YOUR ORDER
When an order has shipped, tracking information will be sent to the email address used for the order where tracking is available.
Tracking information may take 24–72 hours to update after dispatch.
An initial delay in tracking updates does not necessarily mean that the parcel has stopped moving or has not been dispatched.
If your tracking information does not update or you have concerns about your shipment, please contact info@pawmylife.com and include your order number.
10. DELAYED OR STALLED TRACKING
Delivery estimates are not guaranteed arrival dates.
If your order is outside its estimated delivery window or tracking appears to have stopped updating for an extended period, please contact info@pawmylife.com with your order number.
We may review the available tracking information and, where appropriate, contact or request information from the relevant delivery provider.
Carrier or delivery investigations may require additional time. We will provide material updates available to us where appropriate.
11. PACKAGES MARKED AS DELIVERED
If tracking shows that your package has been delivered but you cannot locate it, please first:
• Confirm the delivery address shown in your order information.
• Check your mailbox, parcel locker, safe location or other designated delivery location where applicable.
• Check with household members, reception or building staff where applicable.
• Check with nearby neighbours where appropriate.
• Review the tracking information for any delivery instructions or carrier updates.
Some carriers may update a shipment as delivered shortly before final delivery is completed.
If you are still unable to locate the package, please contact info@pawmylife.com with your order number and delivery details.
A package marked as delivered is not automatically treated as lost. We may need to review the tracking information or request a carrier investigation before determining the appropriate next step.
12. LOST PACKAGES
If tracking or the relevant delivery provider confirms that a parcel has been lost in transit, please contact info@pawmylife.com with your order number.
We will review the available shipment information and determine an appropriate resolution in accordance with the circumstances, our applicable policies and applicable law.
Where appropriate, this may include a replacement or refund.
Any applicable refund will be handled in accordance with our Refund and Returns Policy.
13. DELIVERY ADDRESS & CUSTOMER RESPONSIBILITIES
To help prevent delays, failed delivery or returned parcels, please check your delivery information carefully before submitting your order.
Please make sure that the information provided at checkout is complete and accurate, including where applicable:
• Full recipient name
• Complete shipping address
• Building, apartment or unit information
• City
• State or province where applicable
• Postal code
• Country
• Email address
• Contact information reasonably required for delivery
If you notice an error after placing your order, please contact info@pawmylife.com as soon as possible with your order number and the corrected information.
We will try to assist where reasonably possible, but address changes cannot be guaranteed once order preparation or shipment has progressed.
14. INCORRECT ADDRESSES, REFUSED DELIVERY & RETURNED PARCELS
A parcel may become undeliverable or be returned if, for example:
• The delivery address is incomplete or incorrect.
• The carrier is unable to complete delivery.
• The parcel is not collected where collection is required.
• Delivery is refused.
• Applicable import requirements or charges are not completed where required.
If a shipment is returned to us, please contact info@pawmylife.com so that we can review the circumstances and available next steps.
Additional delivery or reshipment costs resulting from incorrect or incomplete information supplied by the customer, refused delivery, failure to collect a parcel or similar customer-controlled circumstances may be charged where permitted by law.
Any refund that may be available will be handled in accordance with our Refund and Returns Policy and applicable law.
15. DAMAGED, INCOMPLETE OR INCORRECT DELIVERIES
If your order arrives damaged, incomplete or incorrect, please contact info@pawmylife.com as soon as possible.
Please include:
• Your order number
• The email address used for the order
• A clear description of the problem
• Clear photographs of the affected item
• Clear photographs of the outer packaging and shipping label where relevant
Please retain the affected item and relevant packaging while the issue is being reviewed where reasonably possible.
We will review the information provided and determine an appropriate resolution in accordance with the circumstances, our applicable policies and applicable law.
16. ADDRESS CHANGES
If you need to correct your delivery address after placing an order, please contact info@pawmylife.com as soon as possible and include:
• Your order number
• The original delivery information
• The corrected delivery information
We will try to assist before dispatch, but we cannot guarantee that an address can be changed once preparation, fulfilment or shipment has progressed.
Once an order has been dispatched, address changes may not be possible and may depend on the delivery provider.
17. ORDER CANCELLATIONS
If you wish to cancel an order, please contact info@pawmylife.com as soon as possible and include your order number.
You may request to cancel your order before it has been dispatched.
We will review the status of the order and confirm whether cancellation can still be completed.
Once an order has been dispatched, it can no longer be cancelled as an unshipped order.
If you no longer wish to keep the item after dispatch, any applicable return or refund will be handled in accordance with our Refund and Returns Policy.
If a cancellation request is approved and payment has already been collected, any applicable refund will be returned in accordance with our Refund and Returns Policy and the processing time of the relevant payment provider.
Nothing in this section affects any rights you may have under applicable consumer law.
18. CUSTOMER SUPPORT
If you have questions about shipping, tracking, customs, delivery problems or an address correction before dispatch, please contact us.
Email Support:
info@pawmylife.com
Customer Support Hours:
Monday–Friday, 9:00 A.M.–6:00 P.M. (UK time)
Please include your order number when contacting us about an existing order so that we can assist you more efficiently.
19. BUSINESS & COMPANY INFORMATION
Paw My Life is operated by FURUXE LTD.
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Trading name: Paw My Life
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Legal company name: FURUXE LTD
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Company number: 17370562
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Registered office: College House, 2nd Floor, 17 King Edwards Road, London, United Kingdom, HA4 7AE
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Email: info@pawmylife.com
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Phone: +44 7942 969560
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Website: https://www.pawmylife.com
The registered address above is our corporate registered address. Please do not send returns to this address unless Paw My Life has provided you with return instructions confirming the appropriate return destination.