Shipping

When will my order be processed?

We ship out orders from Monday to Friday. All orders will be dispatched from our warehouse within 1-3 business days. In peak periods please allow up to 5 business days for dispatch. Please note that we do not ship on weekends. 

Please allow extra time for your order to be processed during holidays and sale seasons. 

How long will it take to receive my order?

Once you place your order, please allow 1-3 business days to process your orders. After that, it will take 3-7 business days for delivery in the United Kingdom

Returns
Our policy lasts 7 days from the receipt of your order. If 7 days have gone by since receipt of your order, unfortunately we can not offer you a refund or exchange.
 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
 

Non-returnable items:
- Gift cards
- Downloadable products
- Personalised items
 

To complete your return, we require a receipt or proof of purchase with your order number.
Please do not send your purchase back to the manufacturer or distributor, refer to the returns instructions at the bottom of this page.
 

There are certain situations where only partial refunds are granted (if applicable)
- Any item with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 7 days after delivery
 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at poochiepads@boardermail.com 

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at poochiepads@boardermail.com and we'll provide you with further instructions on how to exchange.

Shipping
To return your product, you should e-mail to request a return to poochiepads@boardermail.com stating your full name, address and order number and we will reply with an authorisation code and the returns address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the refund will be for the item value only.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.  Customers are responsible for the package until it is received safely at our returns address.  Should your parcel not be received at our returns address then the customer will need to follow the claims procedure with the postal company the package was sent through.

If you have any questions regarding this returns and refunds procedure please email poochiepads@boardermail.com and we'll be more than happy to help.