Shipping Policy
Shipping Policy
We want your order to reach you and your pet as quickly and smoothly as possible. Here's everything you need to know about how we ship.
Processing Time
Orders are processed within 1–3 business days of being placed. During busy periods (holidays and promotions), processing may take an extra day or two. You'll receive a confirmation email as soon as your order ships, including your tracking number.
Delivery Times
Because we work directly with our fulfilment partners to keep prices low, typical delivery times are:
- United Kingdom: 7–14 business days
- Europe: 8–15 business days
- United States, Canada, Australia: 8–15 business days
- Rest of world: 10–20 business days
These are estimates, not guarantees — occasionally customs processing or carrier delays can add time. If your order hasn't arrived within 30 days of shipping, contact us and we'll make it right with a replacement or a full refund.
Tracking Your Order
Every order includes tracking. Your tracking number is emailed once the parcel ships and may take 2–5 days to show its first scan while the carrier processes it.
Shipping Costs
Shipping costs are calculated at checkout based on your location and order size. Keep an eye out for free-shipping promotions on qualifying orders.
Multiple Items
If you order more than one product, items may arrive in separate parcels — this is normal and helps get each item to you as fast as possible. You won't pay any extra for split deliveries.
Incorrect Address
Please double-check your delivery address at checkout. If you spot a mistake, contact us within 12 hours of ordering at hellopounceball@gmail.com and we'll do our best to correct it before dispatch. We can't redirect parcels once they've shipped, and we aren't able to refund orders delivered to an address entered incorrectly at checkout.
Questions?
Email us any time at hellopounceball@gmail.com — we aim to reply within 24 hours on business days.