Frequently Asked Questions

If you have a question please take a look through here to see if it has already been answered.

Is the delivery charge always £10?

For orders over £100 delivery is FREE. With orders under £100 if you contact us with details of what you would like to purchase, we will check to see at what price we can deliver the volume weight. For example some items are quite bulky and therefore will cost £10 to deliver but if the items can be sent for less, we will do so. We don’t make a profit on delivery charges and in order to maintain the best possible price for our clients, we don’t mark up sufficiently to be able to absorb the cost. Clients are always at liberty to collect from our warehouse in Luton.

Why is the VAT not 17.5% on our invoice?

If you have an Account with us with an agreed Settlement Discount, the VAT is calculated on the discounted amount regardless of whether or not the Settlement Discount is taken.

Can you import on our behalf?

Yes. Please contact us on 020 3393 3075 and we’ll run through the procedures with you.

How do I set up an Account?

You can either complete the Registration Form or telephone us on 020 3393 3075 and we’ll do it for you.

Do I need a Credit Account to buy from Paws and Co?

No but it is still necessary to complete the Registration Form so we can confirm that you are a business. This is to protect our clients’ business interests by not revealing their purchase prices. If you don’t want to set up a credit account, you can pay via credit card at the end of the shopping transaction.

Why are Paws and Co products not available in supermarkets or pet superstores?

We endeavour to bring the very best premium products to our clients and as Paws is a specialist supplier we only choose lines that are not mass market to enable our clients to have a unique product offering. There are some exceptions to this rule where the minimum order values for a single SKU (Stock Keeping Unit) are cost/space prohibitive for our clients.

How do I become a Paws’ supplier?

Paws is very selective in its choice of suppliers with our emphasis being on unique, quality products that offer our clients good value whilst eliminating returns for shoddy workmanship. We encourage supply from smaller cottage businesses. Please contact us at info@pawsandco.com with ‘New Supplier’ as the reference or call us on 020 3393 3075 to further discuss your product offering.

How do I receive the Paws and Co Newsletter?

All clients can opt-in to receive regular product updates and special offers. We do not supply the general public and therefore our newsletter is not available to a wider audience.

How do I receive the Paws and Co Product Guide?

All clients are regularly furnished with our latest Product Guide which is usually included with their orders. If you wish to receive one via Royal Mail, please contact us at info@pawsandco.com with ‘Product Guide’ as the reference.

What if I have more than one branch?

We can either set up a single account with different delivery addresses and there is the facility to advise us of this at the point of checkout. If multiple invoice addresses are required, we will set up separate accounts for each branch. If you have any questions at all, please give us a call on 020 3393 3075.

I don’t have an email address, how do I set up an offline account?

We have many clients who prefer to order via telephone or fax so please just give us a call on 020 3393 3075 and we’ll do the rest for you.

Do you offer Bulk Purchase Discounts?

Yes. Please call us to discuss your requirements in greater detail.

Do you offer Drop Shipping?

For our larger items (e.g.: Sherpa Carriers) we can drop ship for our clients. For smaller items it can be cost prohibitive so please call us to discuss in greater detail.

I’m a member of public, where can I buy your products?

Paws does not sell directly to the public but if you drop us an email to info@pawsandco.com we’ll forward you the contact details of your nearest outlet that stocks the item you’re looking for.

Anything not covered in our FAQ?

We’ve tried to cover most of the Frequently Asked Questions on this page but if there is anything we have missed, please don’t hesitate to call us on 020 3393 3075 and we will answer your specific query.

Is ordering with PawsandCo.com safe?

All our online orders are handled using 128-bit encryption that ensures all your details are safe. We do not store your credit card details on our servers.

How do I place a purchase?

To make a purchase, simply browse our products, and then click "add to cart". If you are a New Customer you will be required to Register which involves submitting a few details about yourself. Once your Account has been approved, you will be sent a confirmation email. You will then be able log in, browse, order and proceed to our secure payment area. You need to register in order to track your order.

How long will my order take to be delivered?

Standard Delivery (including International) will be despatched within 1-2 working days. We aim to ship all deliveries received by 1200hrs the same day. Please note that all orders are by cleared funds or Credit Account (Please click here to set up a Credit Account: REGISTER.) Orders paid by Credit Account or Credit/Debit cards are despatched immediately, BACS payments are despatched as soon as payment shows in our account, Cheque payments are not cleared for 14 days.

Next day orders should arrive the next working day if ordered before 1200hrs. For all other orders, we aim to deliver inside 7 working days to the UK and 14 working days overseas. If for some reason we are unable to deliver within this time, we will contact you to let you know when to expect them. In cases of unacceptable delay, we will offer a full refund.

Is it possible to track my order?

Yes. By logging in using the details you supplied during registration, you can keep track of your order to see what stage of delivery it is at.

I no longer require my order, how do I receive a refund?

If for any reason you are unhappy with your purchase once you have received the goods, please advise us within 3 working days of taking delivery by emailing us at returns@pawsandco.com and we will issue you with a RTV (Return To Vendor) Number to use as the reference on the returned package. Goods must be returned in a saleable condition in their original packaging. Please indicate in your email whether you would like an Alternative Product, Credit Note or Refund. Please note that Credit Notes and Refunds will reflect any Settlement Discounts taken. We reserve the right to charge a 10% Restocking Fee unless goods are faulty.

Paws & Co Returns
Unit 2 & 3 Sovereign Park,
La Porte Way,
Luton,
Beds.
LU4 8EL

Please ensure you have included your RTV or FGRTV Number to avoid processing delays.

What if my Pet Accessories are faulty?

In the unusual event of an item purchased from Paws & Co being damaged in transit, please advise us immediately via faulty@pawsandco.com and we will issue a FGRTV (Faulty Good Return To Vendor) Number to use as the reference on the returned package. Please indicate in your email whether you would like a Replacement, Credit Note or Refund. Please note that Credit Notes and Refunds will reflect any Settlement Discounts taken. This does not affect your statutory rights.