Delivery & Returns
Here you will find all the information about our Delivery and Returns policy.
Delivery and Returns
Things to know
1. Placing An Order
Choose the products you wish to purchase by browsing our shop using the product categories or search facilities. You can easily edit or delete items from your shopping basket. As you add each of the items this will be stored against your visit and if were to move away from our site and come back, whatever you had in your basket previously, will be visible for your ease.
maxxipaws uses 'cookies' to keep track of what you have in your basket and to remember you when you return to our site. To shop at maxxipaws you need to have all cookies enabled. Find out more about cookies and how we use them here.
Completing your transaction
Once you are happy with your selection proceed to the checkout where you will be required to provide your name, address, delivery and payment details over a secure server connection.
Upon completion of the checkout you will receive an email confirmation of your order. If you have any queries regarding your order please contact our super helpful Customer Service team via email: [email protected].
2. Delivery Information
We strive to ensure the most efficient delivery method for your items. We dispatch from our warehouses in the UK and the USA. In some cases, we may dispatch your order from our Amazon warehouses as well.
We dispatch all orders on a next working day basis. We endeavour to dispatch all orders received by midday (12:00) on the same day. We dispatch orders Monday to Friday and do not dispatch at weekends.
We may experience some disruption in delivery during the Covid-19 pandemic. We work very closely with our warehouse teams and delivery partners to ensure any disruption is minimised, but unfortunately delivery may be affected due to circumstances outside our control.
For many orders (subject to order value and country of destination), we offer free standard shipping. This will be clearly displayed on the product detail pages, and during the checkout.
When we charge for shipping, we only charge it at cost price - we are in the business of selling pet supplements. Our shipping charges depend on number of factors including the weight and size of the consignment. Shipping charges will vary based on your location and service level you opt for. The charge will be automatically calculated during the checkout process. No surprises!
Our carrier partners
We use a variety of carriage methods to ensure that the most efficient service is always used for your selection, including Royal Mail (UK and some international), and P-Trak local partners for most other countries.
All our shipments are shipped using Tracked services. In some cases you may have to sign for the delivery.
We ask that, before purchasing for delivery outside of the EU and USA, you check the relevant import and customs’ regulations in relation to nutritional supplements for pets.
Ensuring smooth delivery
Deliveries by Royal Mail do not require a signature. Deliveries via some our partners do require a signature so please ensure someone is available to sign for the parcel upon delivery. If there appears to be any sign of damage to the packaging please make a note to this effect beside your signature. Please be specific about damage and do not simply state 'unchecked'.
Note: When placing an order, we request that you supply us with a daytime telephone number so that you can be contacted quickly in case of a query with your order.
3. Your Contract With Us
When you place an order online with our website you are making an offer to buy goods. When you have confirmed your order by paying for it, we will send you an email acknowledging that we have received your order.
If a dispatch is delayed due to unforeseen factors or stock availability we will advise you of delay within 1 working day of receiving your order. We will provide an estimate of the likely dispatch date and you may cancel your order if this is unacceptable.
If you decide to cancel your order under these circumstances we will refund to your payment card within 1 working day. Similarly, we will refund within 1 working day of receiving your order if we discover that we are unable to supply the item at all due to stock availability or unforeseen factors including pricing errors. For further cancellations and returns procedures please refer to sections 4 and 5 below.
4. Cancellation and Returns
You can cancel your order at any time up to 30 working days after the date of delivery. To do so, please contact us using the following details, giving a brief outline of the reasons for which you are rejecting the goods.
By email or post. Write to us by email at [email protected] or by post to maxxipaws. Please confirm that you wish to cancel the order and include details of purchase, dates of order or receipt of product, and your name and address.
This cancellation policy does not affect your statutory rights.
5. Returns Procedure
If you cancel the order after products have been dispatched to you or you have received them, you must return them to us. Returns are made at your own expense, unless covered in ‘When we pay cost of the return’ below.
We will provide you with instructions on where to post the product(s) back to us. Do not send the product(s) back without contacting us first. We cannot guarantee receipt or refund for product(s) sent back to us prior to contacting us indicating you want to cancel your order.
You must send off the products within 14 days of telling us you wish to cancel the order. Please ensure the product(s) are packaged adequately to prevent damage in transit. For your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the products.
When we pay cost of the return
1. if the product(s) are faulty or mis-described; or
2. if you are cancelling the order because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances you must pay the costs of return.
6. Refund Policy
If you are entitled to a refund under these terms, we will refund you the price you paid for the product(s) including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the product(s), if this has been caused by your handling them in a way which would not be permitted in a shop.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
Your refund will be made within 14 days from the day on which we receive the product(s) back from you or, if earlier, the day on which you provide us with evidence that you have sent the product(s) back to us.
In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
7. Faulty Goods
If the goods are in any way defective please contact us immediately. We will deal with this in accordance with your legal rights.
We accept the following credit and debit cards:
Visa, MasterCard, American Express, and Discover
9. VAT and Sales Taxes
All our prices are inclusive of VAT in the EU. For all other countries, including the USA, our prices do not include local, state, or federal sales taxes. For international deliveries you may have to pay import VAT or Sales Taxes. Check with your local Customs authorities for regulations in place in your country.