Shipping policy
Shipping Policy
All orders are processed within 1–3 business days. Orders are not shipped or delivered on weekends or public holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. You will be notified by email if this affects your order.
Shipping Rates & Delivery Estimates
- United Kingdom — Standard Shipping: 3–5 business days — £3.99
- Portugal — Standard Shipping: 2–4 business days — £3.99
- United States — Standard Shipping: 7–14 business days — £3.99
Free standard shipping on all orders over £30, to every country we ship to.
Delivery estimates run from the date of dispatch, not the date the order is placed, and are not guaranteed. The exact shipping cost for your order is always shown at checkout before payment.
Shipment Confirmation & Order Tracking
You will receive a shipment confirmation email containing your tracking number once your order has been dispatched. Tracking information may take 24–48 hours to become active.
Customs, Duties & Taxes
Orders shipped outside the United Kingdom and the European Union may be subject to import duties and taxes levied by the destination country. These charges are determined by the destination customs authority, are the responsibility of the recipient, and are not included in the price paid at checkout.
Damaged Orders
If your order arrives damaged, please contact us at support@pawfev.com within 48 hours of delivery, including photographs of the damage and the outer packaging. We will arrange a replacement or a full refund at no cost to you.
Lost or Delayed Packages
If your tracking has not updated for 10 business days, contact us at support@pawfev.com and we will open an investigation with the carrier. Where a package is confirmed lost in transit, we will send a replacement or issue a full refund.
If your package is marked as delivered by the carrier but you have not received it, please check with neighbours and your local depot first, then contact us. We will assist you in filing a claim with the carrier and will work with you to reach a fair resolution.
Incorrect Addresses
Please check your delivery address carefully at checkout. If you notice an error, contact us within 24 hours of ordering and we will correct it before dispatch where possible.
Contact Us
PawFev
Rua Leite de Vasconcelos 43, 1170-198 Lisboa, Portugal
Email: support@pawfev.com
Phone: +351 920 398 668
VAT number: PT322398177
Customer service hours: Monday to Friday, 9:00–17:00 WEST. We respond to all enquiries within 1 business day.