Shipping policy

Shipping & Delivery Policy

At Muddy Paw, we work hard to get your dog essentials delivered as quickly and smoothly as possible. We source our catalog from both UK logistics partners and specialist international manufacturers to bring you problem-solving gear at the best value.

Please review our shipping timelines, rates, and policies below before placing your order.

1. Where We Ship From & Delivery Times

To offer a curated selection of unique, high-quality products, our inventory is fulfilled from two locations:

🇬🇧 UK Express Items (Standard Delivery: 2–4 Working Days)

Products: Core grooming, consumables, natural treats, and select high-demand gear.
Dispatch Time: 1–2 working days.
Delivery Partner: Royal Mail Tracked / Evri / DPD.

📦 Muddy Paw Exclusive Gear (Delivered in 7–14+ Days)

Products: Specialist harness designs, custom travel accessories, heavy-duty mats, and exclusive hardware lines.
Dispatch Location: Shipped direct from our specialist international warehouse in China.
Delivery Time: Typically 7 to 14 working days (though in rare cases, customs processing or local carrier delays may extend delivery up to 18 working days).
Delivery Partner: Dispatched via international linehaul and delivered locally by Royal Mail Tracked once inside the UK.

💡 Product Page Transparency: Every product page clearly indicates whether an item ships from our UK Warehouse (2–4 days) or as a Muddy Paw Exclusive (7–14+ days) before you add it to your basket.

2. Orders with Multiple Items

If your basket contains a mix of UK Stock and Exclusive Overseas Items, your order may be split into separate packages at no extra cost to you.

You will receive your UK stock items first (in 2–4 days).
Your exclusive items will arrive shortly after in a second tracked package.

3. Shipping Rates & Free Delivery Thresholds

We keep our shipping rates flat and transparent across the United Kingdom:

Order Value	Shipping Type	Estimated Delivery	Cost
Orders over £45	Free Tracked Shipping	Standard product timeline	FREE
Orders under £45	Standard Tracked Delivery	2–4 days (UK) / 7–14 days (Exclusive)	£3.99
Express UK Delivery	Express Tracked (UK stock only)	1–2 working days	£5.99

All prices include VAT where applicable.

4. Order Tracking

Once your order is dispatched, you will automatically receive a Shipment Confirmation Email containing your unique tracking link.

For international warehouse packages, tracking updates will show origin processing, international transit, and final delivery scans via Royal Mail once the package enters the UK.
You can also track your parcel at any time via our [Track My Order] page on muddypaw.uk.

5. Customs, Taxes & Import Fees

Good news: There are no hidden fees or extra charges upon delivery.

All prices on muddypaw.uk are inclusive of UK taxes and customs duties. Even if an item ships from our international warehouse in China, we handle all clearance processes so your parcel arrives straight to your door without surprise postal invoices.

6. Incorrect Addresses & Undeliverable Packages

Please double-check your shipping details at checkout. We are not responsible for orders shipped to incomplete or incorrect addresses provided by the customer.

If a package is returned to us as undeliverable due to an incorrect address or uncollected parcel:

A re-delivery fee will apply to re-ship the item, or
If you prefer a refund, original shipping costs will be deducted from your refund amount.

7. Delivery Delays & Issues

While the vast majority of orders arrive well within estimated timeframes, external factors such as seasonal postal surges, weather, or customs checks can occasionally cause unexpected delays.

If your package has not arrived after 18 working days from dispatch, please contact our support team at support@muddypaw.uk with your order number, and we will immediately trace or replace your shipment.