Questions, answered properly.
If yours isn’t here, email info@pawtrove.co.uk and we’ll reply within one working day.
Getting it to you
How long will my order take?
Most orders dispatch in 1–3 working days and arrive within 7–12 days. UK-warehoused items like the boot liner usually arrive in 2–5 days. Full detail is on the delivery page.
How much is delivery?
Free, on every UK order, with no minimum spend.
Why has my tracking not updated?
Tracking often sits still for a few days while a parcel moves between countries. It’s normal. If nothing has moved 20 days after dispatch, email us and we’ll chase it.
Why did my order arrive in two parcels?
Some of our range is held in the UK and some ships from overseas. Order one of each and they travel separately, arriving on different days. We flag this at checkout.
If it’s not right
Can I send something back?
Yes. You have 14 days from delivery to return an unused item in its original packaging for a full refund. That matches your statutory right to cancel under UK law.
Who pays return postage?
You do, unless the item is faulty, damaged, or we sent the wrong thing — then we cover it.
My dog chewed it. Can I still return it?
Not for a change-of-mind refund, because we can’t resell it. If it failed unreasonably quickly in normal use, that’s different — send a photo, as faulty goods are covered by the Consumer Rights Act 2015.
Picking the right thing
How do I know what size to buy?
Every product page has measurements and a guide to which size suits which dog. If you’re between sizes, email the breed and weight and we’ll tell you which we’d pick.
Collar or harness for a car restraint?
A harness, always. In a sudden stop a collar puts the whole force through your dog’s neck. If your dog only has a collar, buy a car harness alongside the belt.
Will a seat belt fit my car?
Yes. Every UK car uses the same seat belt buckle, so our tethers are universal. Boot liners and covers are universal-fit with adjustable straps.
Still stuck? We’re one email away.
Tell us your dog’s breed and weight and we’ll point you to the right thing.